Movies Won't Play

We have several movies on our web site and have had lots of users on a variety of systems play them with no problems. However I just got a report from one user who says the videos won't play for him. He sent me a screen capture showing just a dim QT logo with a question mark in it and no text or error message. This user won't answer any of my follow-up questions, so all I know is that he is running some version of Windows. And I think he only tried the video on one machine. These videos use the H.264 video codec and the AAC audio codec, and we've never had any reported problems before. I'm guessing, since he got that QT error, that he at least has QT installed. Although I have no idea what version. One other thing that might be relevant is that this user is at a big company (World Bank), and I'm not sure if this kind of error could be the result of some kind of system they might have to prevent users from viewing online video (although this guy is a video producer, so that seems a little far fetched).
Anybody know what would cause a movie to not play and show the dim QT logo with question mark?
Thanks.

i would tell him to install the latest version of qt. he should try disabling all protections and try viewing it... though it is unlikey an error where he cant view it on a computer. this could happen if he was streaming the video. did he download or stream? i suggest he downloads it form your site or you directly email him the file. why not convert it to an actual good format thats windows friendly. qt is the outcast of media formats and though backwards compatable its compatible with nearly no professional video programs anyway. he might have better success viewing it from a mac. sry, im no expert but i thought it was sad/funny that 100 people have seen this and nobody had answered. hope i helped and good luck to your customer

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