Lg Tribute 5 phone message CANNOT PLAY VIDEO UNSUPPORTED FILE TYPE

I have a video that will only play a few seconds but the video is 44 seconds long. I get the message CANNOT PLAY VIDEO UNSUPPORTED FILE TYPE OK
I have called Boost mobile and asked on webpage and sent video on webpage and went to store and was told they have never seen anything like this before. Also, told to find out who manufactured phone and call them about software. I don't understand how a company so large has no explanation and says they have never seen this before. please help

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