XProtect Web Client does not display video for alarms with a single camera

General
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1

Hi,

I’m having a strange issue with alarm video previews in the XProtect Web Client.

When an alarm is triggered, everything works as expected in the Smart Client. The alarm appears and the related video is shown.

In the Web Client, however, the behavior is different:

  • If the alarm is linked to only one camera, the alarm is displayed but no video is shown.
  • If the alarm is linked to two or more cameras, the video preview is displayed correctly.
  • The same alarms always work correctly in the Smart Client.

I have verified that:

  • The alarms are triggered correctly.
  • Recordings are available.
  • The user has access to the cameras.
  • The issue is reproducible.

Has anyone seen something similar before?

It almost seems like the Web Client has trouble displaying alarm video when only a single camera is associated with the alarm, while alarms with multiple cameras work without any issues.

Any ideas on what could cause this or what settings I should check?

Thanks in advance!

3

Also here are some supporting pictures of the problem I am facing:

Alarm with 2 cameras, everything works fine:

image
image1311×948 19.4 KB

Single camera alarm, no video is showing:

image
image1341×674 12 KB

In the Desk Client it works:

image
image911×785 36.9 KB

4

Hi,
Thank you for the report. This is a known issue, and Milestone Development has fixed it. Please upgrade to 26.1 and apply the latest patches. (We ensure the best stability, we focus our patching efforts on 26.1 of the Mobile Server.)
Best regards, Rie

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