Why do some mobile devices face video challenges on Marrow?

At Marrow, our goal is to deliver a seamless, high-quality video learning experience for every user. Our videos work smoothly on 99.8% of devices, but a small fraction (about 0.2%) may encounter playback issues due to device-specific limitations, especially on certain Android models and chipsets like Mediatek.

Why do these issues occur?

Playback problems often arise from missing hardware support or security protocols such as DRM (Digital Rights Management), which are essential for secure and smooth video streaming—just like on platforms such as Netflix or Amazon Prime. Some devices may lack the necessary video codec support or hardware decoding capabilities, resulting in errors like black screens, lag, or playback failures.

These limitations are set by the device manufacturer and cannot be fully resolved by app developers. Unfortunately, only the device manufacturer can provide a foolproof resolution. Using a different video player or updating the device may help in rare cases, but the most reliable fix is to use a device with better multimedia support.

What is DRM?

DRM (Digital Rights Management) is a standard security feature that protects both the content and your device. It is widely used by major streaming services and is required for a secure, uncompromised viewing experience.

Common Video Codec Issue and Affected Devices:

If you’re facing playback issues on Marrow and your device is listed in the table above, here’s what you can do:

• Try accessing Marrow on a different, up-to-date device with modern hardware and the latest operating system.
• For more clarity, check the list of devices that are compatible with our videos here.

If you continue to face issues, please reach out to us at support@marrowmed.com. – We’ll do our best to help. You can also get the full and updated list of affected devices, troubleshooting tips, and support on our help centre.

We are constantly monitoring device-specific issues and working to maximise compatibility, but some problems are beyond our technical control. Thank you for understanding as we strive to provide the best possible learning experience for everyone.