2.1 inch screen Play background video abnormally issue

Rnastari

I just received my 2.1 screen, and after downloading the software, I can't load any themes that appear to be videos or GIFs, only 2 or 3 image themes work. I downloaded GIFs and videos, but I can't upload them; it failed. My software version is 2023/11/1 V2.4, and I saw on YouTube that someone received theirs 5 months ago, installed the same version, and everything worked perfectly. Is the problem with the software or is the product defective?