Powerpoint 365 not playing videos on laptop

Compare the affected laptop’s exact PowerPoint build with the working desktop, then apply the format-specific fix—particularly updating if the presentation contains AVI video and the affected installation is PowerPoint version 2510.

1. Check the PowerPoint build and video format

On both Microsoft 365 computers:

1. Open PowerPoint.
2. Select File → Account → About PowerPoint.
3. Record the full version and build number.

If the videos are AVI and the failing laptop is on version 2510, select File → Account → Update Options → Update Now, then confirm it reaches version 2511 or later. A reported version 2510 regression affected legacy AVI decoding, with 2511 identified as the fix.^1^

Because the presentation cannot be edited, ask its owner which format and encoding it uses. The filename extension alone is not always enough—for example, two .mp4 files can use different internal codecs.

2. Check for missing Windows media components

A codec is the component that decodes a video. Two otherwise identical computers can play the same file differently when their installed codecs or Windows editions differ.^2^

Check the affected laptop under Settings → System → About → Windows specifications → Edition.

If it says Windows 11 N, install the missing Microsoft media components:

1. Open Settings → Apps → Optional features.
2. Select View features beside Add an optional feature.
3. Find and install Media Feature Pack.
4. Restart the laptop, even if Windows does not request a restart.
5. Retest the slide show.^3^

This branch applies only to the N edition.

If the owner confirms the videos are WebM with Vorbis audio, install Web Media Extensions from Microsoft Store; that component is required for this specific encoding.

3. Determine whether the presentation contains linked media

If videos were linked rather than embedded, the presentation may open normally while the video files remain unavailable on that laptop.

Ask the owner whether the videos are:

• Embedded inside the presentation, or
• Linked to separate files, a network folder, or an online location.

For linked videos, obtain the complete presentation folder—including all video files—without changing its folder structure. If an original video is available separately, try it in a Windows media player. Successful external playback only establishes that that player can decode it; it does not guarantee that PowerPoint supports the same encoding.

4. Have the owner optimize a copy

Since you cannot edit the supplied presentation, its owner should make a copy and perform:

1. File → Info.
2. If displayed, select Optimize Compatibility.
3. If PowerPoint reports linked videos, select View Links and embed them using Break Link.
4. For media inserted by an older PowerPoint version, select File → Info → Convert, then run Optimize Compatibility again.
5. Save the revised copy and send it to you.

PowerPoint identifies media needing conversion or embedding through this process.^4^

For the most portable result, the owner should replace incompatible media with MP4 encoded as H.264 video and AAC audio, Microsoft’s recommended PowerPoint format.^5^

5. Repair Microsoft 365 only if the above checks do not isolate it

If the affected and working computers have the same current PowerPoint build, Windows is not an N edition, and the required media components are present:

1. Close all Office applications.
2. Right-click Start → Installed apps.
3. Find Microsoft 365, select … → Modify.
4. Select Online Repair → Repair.
5. Restart Windows and retest.

Online Repair repairs the entire Office suite and is more complete than Quick Repair.^6^

References

1. How to run .avi files in power point - Microsoft Q&A
2. Codecs FAQ | Microsoft Support
3. Media Feature Pack for Windows 10/11 N (February 2023)
4. Are you having video or audio playback issues? | Microsoft Support
5. PowerPoint cannot insert a video from the selected file | Microsoft Support
6. "Something went wrong" error when you try to start a Microsoft 365 app