Cannot watch playback video in Security Desk

If you cannot view playback video or video archives in Security Desk, you can troubleshoot the issue.

To troubleshoot why you cannot view playback video:

1. Try viewing live video from the same camera by dragging the camera from the area view to a tile in the canvas in the Security Desk Monitoring task.
   • If you can view live video, continue with the next troubleshooting step.
   • If you cannot view any video, then it is probably a network issue. See Troubleshooting offline video units in Security Center.
2. Try viewing playback video from the Archives task:
   1. In the Security Desk Archives task, select your camera.
   2. Search for video archives at different dates and times and click Generate report.
   3. After the report is generated, try to view video from the archives.
   4. Repeat the steps with other cameras that are connected to the same Archiver.
   • If you can view the video from some of the video archives, continue with the next troubleshooting step.
   • If you cannot view any video, skip the next troubleshooting step.
3. Verify that the unit is supported by Security Center, and that it is running the certified firmware.
   For a list of video units supported by Security Center, see our Supported Device List.
4. Try viewing playback video from the Archives task on another Security Desk, and on the server where the Archiver role is running.
   • If you can view video, it might be a problem with the redirection from the Media Router to your Security Desk. Continue with the next troubleshooting step.
   • If you cannot view any video, contact Genetec™ Technical Assistance.
5. Make sure the correct ports are open on your network so that there is no firewall blocking the video stream.
6. If you still cannot view playback video, contact Genetec™ Technical Assistance Center.