Cannot watch playback video in Security Desk - Security Center 5.6

Security Center User Guide 5.6

Security Center 5.6

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

What you should know

If you do not have access to both Security Desk and Config Tool you will not be able to perform every troubleshooting step.


  1. Try viewing live video from the camera on the same workstation, by dragging the camera from the area view to a tile in the canvas in the Security Desk Monitoring task.
  2. Try viewing playback video from the Archives task, as follows:
    1. In the Security Desk Archives task, select a camera.
    2. Search for video archives from the same camera at different dates and times, and then click Generate report.
    3. Once 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. Make sure 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 the Supported Devices 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 technical support.
  5. Make sure the correct ports are open on your network so there is no firewall blocking the video stream.
    For a list of default ports that are used in Security Center, see the Security Center Administrator Guide.
  6. If you still cannot view playback video, contact Genetecâ„¢ Technical Assistance.