Movie plays with sound but no picture

[sallieb19]

Pendo Neos Flek 7 - I have installed Google Play Movies & TV and downloaded a movie l. When playing the movie we have sound but no picture. If we move the play button, small picture will show for each movement.
Is there something I have missed, do I need to download something else?

 

[hang-the-9]

I would test this on a different system, maybe a standard computer.