Videos won't play

[Steve_633688619757629]

I am getting the following message when trying to play my recorded videos on both Firefox and Microsoft Edge on my computer in my reolink cloud account, so why won't these videos play and how to fix this problem ? thanks The video can not be played due to a network error or the lack of compatibility of the current browser with H.265 videos. Please refresh the page and retry. If this error persists, please turn to Reolink App or Safari browser.".

[big_ted]

@steve_633688619757629
make sure you have the correct codecs installed on your computer. Ive found the K-lite pack good for most uses.

codecguide dot com

Some people have also had success with disabling hardware acceleration in edge itself
Go to Settings/System and uncheck "Use hardware acceleration when available" and click "restart" (the edge browser).

[CinderMomma_590350401011821]

This situation just showed up on our cloud videos, as well, last night.

[user_628807618007056_628807618007056]

@cindermomma_590350401011821 mine also started to do this to some videos on cloud today

[joseph_1979]

@steve_633688619757629 Most probably the HEVC is not supported by your browser and so you need to add it. Click on this URL https://html5test(dot)com and see under codec whether HEVC (H.265) is supported. Go to Codecs and click on Videos codecs.

PS: replace (dot) with . as we cannot add links in this site.

[petetas_516117592592546]

@joseph-chircop_497308027822318 Getting the same issue since yesterday. This only occurred on SOME videos. Video not playable on my android app. Also not playable on PC - tried with Brave and Edge browsers. Also when trying to download video on PC browser I get an AccessDenied error. This error does not occur on viewable videos. Also tried formatting card and rebooting last night. I thought at first that this helped since all motion videos prior to 2pm today were OK. But after that, only 2 out 8 videos were playable.

[petetas_516117592592546]

@petetas_516117592592546 BTW, I am using a Reolink GO camera. The Firmware Version is v4.0.354.00. If the firmware was updated the last day or two, my bet is a firmware bug. Otherwise, a cloud bug.

[joseph_1979]

@petetas_516117592592546 By SOME do you mean those with large file size (high res)? Can you play these videos using Reolink Windows client? Try also to download them and play them using VLC (freeware and supports H.265 codec). Access denied and some videos cannot be played indicate an SD issue. This happened to me once and I replaced the SD with Samsung EVO plus and thereafter had no issue.

[petetas_516117592592546]

@joseph-chircop_497308027822318 All videos are same Resolution (Fluent). I also Camera Recording turned on. During the time frame where there were the problematic cloud videos yesterday, the videos on the camera SD were OK. Also so far this morning, the cloud videos are OK. but I only can guess if it will act up again.

[joseph_1979]

@petetas_516117592592546 well it could be a cloud issue if you confirm that there was no issue with viewing videos on the SD. Note that cam stores two files for each recording, one for clear and one for fluent.

[Crimp On_62210811129]

Which specific RLC cameras exhibit this problem?

I installed one of the RLC 12MB cameras (which is fantastic!) and when I attempted to access the camera using a web browser, I could not select "Clear" resolution because Clear for this camera is encoded with H.265 and most browsers are not compatible with H.265.

Is there an option on the Reolink cloud to choose the resolution when playing videos?