PlayBack Pro is only designed to work with ProRes files. Although it has been proven to work with H.264 .mov and .mp4 files, it is not supported by DT Videolabs and not recommended by their documentation.
All PlayBack Pro machines in the CT rental fleet have QuickTime Pro installed which will re-encode content to ProRes.
If QuickTime can play the content it will be able to re-encode it. Go to
File -> Export As and choose the ProRes options as necessary.
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