Fix Microsoft Stream Video Playing Audio with Frozen Image and Infinity00:00 Duration

Launch your web browser and open an InPrivate or Incognito window (e.g., press Ctrl+Shift+N in Microsoft Edge or Google Chrome).

Navigate to the Microsoft 365 portal, sign in with your credentials, and locate the affected video in Stream or SharePoint.

Click play on the video to see if the progress bar moves and the infinity00:00 duration error disappears.

If the video plays correctly in the private window, clear your main browser's cache and cookies, or disable recently installed browser extensions that may be blocking video elements.

Ask colleagues to attempt playing the exact same video on their devices to confirm if the playback failure is consistent across the organization.

Upload a different video file of a similar length to see if the new file processes correctly. This helps isolate the issue to that specific original file.

Reach out to your IT department or Microsoft 365 Administrator, as they hold the necessary permissions to escalate backend server errors.

Have the administrator navigate to the Microsoft 365 admin center, select 'Support', and submit a request including the specific video link and original file for investigation.