Cloud Evidence Locker Playback Troubleshooting


We have identified an issue with T2000 incident video playback from within the Cloud Evidence Locker using certain web-browsers. The issue is that the video doesn't playback but can appear to buffer and where available play audio.

Note: this issue hasn't been identified with the Firefox browser.

To resolve this problem in Chrome, enter chrome://flags in the URL and locate and disable the two options; Hardware-accelerated video decode and Hardware-accelerated video encode as per the screenshot below:

To resolve this problem in Edge click on the ellipses (three dots) at the top right corner of the browser window and select Settings:

Select System and performance:

Disable Use hardware acceleration when available and relaunch the browser.

If you continue to experience issues with video playback within the Cloud Evidence Locker, please contact your Synectics representative or alternatively, raise a support request via the Global Support Portal.

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