Some formats store a picture with non-square pixels or an intended display aspect ratio. A player uses that information to present the correct shape. Stored width and height alone may therefore look unusual without indicating that the programme should be displayed squeezed or stretched.
Read display information as well as storage
A media inspector may show both sample aspect ratio and display aspect ratio. The first describes the shape assigned to stored samples; the second describes the intended overall picture. Older television formats are a common place to encounter this distinction, so do not judge their shape using modern square-pixel assumptions alone.
Compare players carefully
If one player shows normal faces and another shows a squeezed image from the same authorised source, their interpretation of aspect metadata may differ. Check whether the second player has a manual aspect override. Avoid applying a television-wide correction until you know whether the source or only one application is affected.
Report the useful measurements
Provide the stored dimensions, displayed shape and player name if you can obtain them. A screenshot with a familiar circular object can illustrate the symptom, but avoid including private account information. If the source metadata is wrong, a temporary aspect override may help viewing without repairing the underlying file or stream.
