Most playback problems have a short list of causes. Work through the sections below in order. Each one starts with the quickest check.

The video will not open

  • Test another file. If other videos play, the problem is that one file. It may be incomplete or damaged, so download or copy it again.
  • Check the format. DivX Player is built for AVI, DIVX, MKV and MP4. Unusual formats may need converting first.
  • Purchased DivX VOD titles. Protected films bought through DivX VOD play only in DivX Software 11.0.1 and earlier. Current versions do not support them.
  • HEVC on a Mac. HEVC playback is currently unavailable in DivX 11 for Mac.

The picture stutters or freezes

  • Close browsers and other heavy programs.
  • Copy the file to an internal drive. Network shares and slow USB sticks cannot always keep up with 4K video.
  • Update your graphics driver from the manufacturer's website.
  • Install the latest DivX release. Version notes regularly list playback fixes.
  • On an older PC, convert the file to 1080p or 720p with the built-in converter.

There is no sound

  • Raise the volume inside the player and check that Windows or macOS is not muted.
  • Open the audio menu and choose another track. The default may be a commentary or a format your setup cannot play.
  • Check the output device. If headphones or a television are connected, sound may be going there.
  • Some surround formats are part of DivX Pro.

Sound and picture are out of step

Stop the video and start it again from a few seconds earlier. If the gap remains in every player, the file itself is at fault. Converting it with the built-in converter often brings sound and picture back together.

Subtitles are missing or wrong

  • Make sure a subtitle track is selected.
  • Search again by the full title and try another result if the timing is off.
  • Searches of one or two characters return an error. Type more of the title.

The program will not start

  • Restart the computer.
  • Check your Windows version. DivX 11.16 and later need Windows 10 or Windows 11.
  • Reinstall using a fresh installer from the download section.

Still stuck?

Note your DivX version and the details of the file, then contact DivX support through its help centre. Recent versions also have a feedback option in the Help menu.