Unfortunately you have highlighted the problem with the proliferation of apps/progs and OS's.
They have no idea on what you are using.
Their first line of advise is for users of Media Player which is/was the most common viewer. You didn't clearly list what you are using, you state IPad and IPpad mini in the same paragraph, that could cause confusion.
I suggest you start again listing your device and program details. The 'help desk' people start by following a tree with many branches and without the information as to what branch to follow they can easily get stuck up the gum tree.