- TVs
- Smart TV
This file is not supported
LG webOS TV: This file is not supported message in SmartShare
Risk level
Low
Usually safe to check without specialist tools.
Urgency
Low
Quick answer
On LG webOS TVs, the "This file is not supported" message (or normal sound playback with no video) in SmartShare and USB media playback occurs when the file is damaged or uses an unsupported resolution, frame rate, or video/audio codec. Verify playback on a PC and check or re-encode the file.
Safety first
Stop and check this first
- If only a specific video file cannot be played, LG states it is not a problem or defect with the TV but an unsupported codec in the file; verify file compatibility before requesting hardware service.
Safe checks you can perform
- Test whether the video file plays without issues on a PC
- Check the file extension, codec, resolution, and frame rate on a PC
- Check whether the USB screen lists only JPG photos and MP3 music
Leave these tasks to a qualified professional
- Do not attempt this professional task: Re-encode the unsupported video file on a PC to a compatible format
- Do not attempt this professional task: Check customer service information under General > About This TV
What a technician must be able to justify
Technician visit
These are the steps they must carry out and show you. Tick them as they work: if steps are skipped, do not accept a part swap.
These are not instructions for opening or handling the equipment yourself. They are the checks that should support a technical conclusion.
Re-encode the unsupported video file on a PC to a compatible format
What they doTo play a specific unsupported video file on your LG TV, encode it on your PC using a third-party video encoder with supported preferences (AVI extension, H.264 family video codec, MP3 audio codec, and the same bit rate and resolution as the original file).
They must show youthe re-encoded file properties (AVI extension, H.264 video, MP3 audio) and normal video playback on the LG TV.
In writingthe original file codec, the encoding settings applied, and the playback test result on the TV.
Check customer service information under General > About This TV
What they doIf multiple undamaged video files encoded within the TV user guide's supported specifications still fail to play, view customer service information on the TV in General > About This TV.
They must show youthe playback test results with verified H.264/MP3 files and the details shown in General > About This TV.
In writingthe LG TV model number, webOS version, and the specifications of the tested video files.
Before accepting a part or repair
Nothing has been shown yet. Do not accept a part swap based on the code alone.
Follow these steps
Note: Follow the documented order. An error code identifies the affected system, but it does not prove by itself which part has failed.
Test whether the video file plays without issues on a PC
- Who:
- you, with the USB storage device and a computer.
- How:
- connect the USB storage device to a PC, confirm that the files on the USB drive can be read by the computer, and play the video file in a PC video player to check for file damage.
- Result that matters:
- confirming that the video file is intact and plays without problems on a computer.
- If the file fails to open or errors out on the PC as well:
- the media file is damaged and needs to be replaced.
- If the file plays normally on the PC:
- inspect its resolution, frame rate, and codec details next.
- Evidence to keep:
- file name, file extension, and the result of playing the file on a PC video player.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Check the file extension, codec, resolution, and frame rate on a PC
- Who:
- you, using a third-party video encoding program on a PC and your TV user guide.
- How:
- after installing a third-party video encoding program on your PC, play the video file with it to check its playback information (resolution, frame rate, and video/audio codec) and compare it against your TV's supported video specifications (for instance, on 2019 webOS 4.5 OLED TVs, AV1 is supported only on 8K models with the 8K updater connected).
- Result that matters:
- identifying which codec, resolution, or frame rate parameter differs from the TV's required format.
- If the file's codec, resolution, or frame rate is not supported by your TV model:
- re-encode the file on your PC.
- If no video files appear at all when you connect the USB drive:
- perform the USB display check below.
- Evidence to keep:
- recorded video codec, audio codec, resolution, and frame rate of the affected file.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Check whether the USB screen lists only JPG photos and MP3 music
- Who:
- you, on the LG TV screen when connecting the USB drive.
- How:
- observe which file types are displayed on the TV screen when the USB storage device is connected.
- Result that matters:
- verifying whether your specific LG TV model supports video playback from USB.
- If only images (jpg) and music files (mp3) are displayed on the screen:
- LG states this indicates the model does not support video playback, and you should verify the model specifications.
- If the Videos section is available and other video files play normally:
- the issue is specific to the unsupported codec of that file.
- Evidence to keep:
- exact LG TV model number and the file categories shown on screen when opening the USB drive.
Evidence: [LG TV Function] I cannot play video files from a USB storage device.
Still not solved
If the error persists, stop here. See what the technician must do and show you.
Where this code applies
A code is meaningful only inside the right product and version context.
Primary scope
- System
- TVs
- Brand
- LG
- Product type
- Smart TV
Known code variants
- Este archivo no es compatible
- LG este archivo no es compatible
- LG SmartShare archivo no compatible
- LG SmartShare file not supported
- LG this file is not supported
- LG TV this file is not supported
- LG USB archivo de video no compatible
- LG webOS USB file not supported
- This file is not supported
What it means
LG official support documentation for LG webOS TV SmartShare movie playback and USB video playback (covering representative models including 2019 webOS 4.5 OLED and 2020 webOS 5.0 OLED TVs) states that the "This file is not supported" message appears when a media file's resolution, frame rate, file extension, or video/audio codec does not match the TV's supported specifications, or when the file is damaged. LG notes that supported file extensions, codecs, and on-screen items differ by TV model. Seeing this message alone never proves that the TV hardware is defective.
Warnings and stop conditions
- Loweditorial warning
If only a specific video file cannot be played, LG states it is not a problem or defect with the TV but an unsupported codec in the file; verify file compatibility before requesting hardware service.
Evidence: [LG TV Function] I cannot play video files from a USB storage device.
Symptoms and causes
Probable causes · in order
- Unsupported video or audio codec in the media fileCommon
The video file is encoded with a video or audio codec that does not match the supported codec specifications for that LG webOS TV model.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
- Unsupported video resolution or frame ratePossible
The video file's resolution or frame rate exceeds the playback limits supported by the LG webOS TV SmartShare media player.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
- Damaged media file on the USB storage devicePossible
The file stored on the USB storage device is corrupted or damaged and cannot play properly even on a computer video player.
Evidence: LG webOS TV - SmartShare Movie Playback Problems · [LG TV Function] I cannot play video files from a USB storage device.
Virtual technician
Does This file is not supported still appear after these checks?
Answer a few questions to narrow down the likely cause and the safest next action. Guidance only - it never replaces a professional.
Sources and technical references
- 1
LG webOS TV - SmartShare Movie Playback Problems
LG · 2025 · official_doc
- 2
[LG TV Function] I cannot play video files from a USB storage device.
LG · 2025 · official_doc
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