Video alerts and live video not playing in mobile app (SOLVED)

[dennis]

Recently I noticed I have not been able to view alerts or live video from the BI android app. I click on the alerts and where the video would normally play there's just a black screen. This happens for all alert clips. Clicking on the live view camera just shows a continuous "loading" message. This happens on both WiFi and mobile connections. Interestingly, the video alerts and live video play fine when viewed from the main console on the PC. The Bi console appears to be running fine.

So far I have uninstalled and reinstalled the app, rebuilt the database, confirmed the remote connection settings and deleted the clip history from the app and the problem is still there.

Anyone have any other ideas?

 

[fenderman]

Recently I noticed I have not been able to view alerts or live video from the BI android app. I click on the alerts and where the video would normally play there's just a black screen. This happens for all alert clips. Clicking on the live view camera just shows a continuous "loading" message. This happens on both WiFi and mobile connections. Interestingly, the video alerts and live video play fine when viewed from the main console on the PC. The Bi console appears to be running fine.

So far I have uninstalled and reinstalled the app, rebuilt the database, confirmed the remote connection settings and deleted the clip history from the app and the problem is still there.

Anyone have any other ideas?

Did you mess with any settings?
Unable to Connect when selecting clip

 

[dennis]

Haven't made any changes to the settings. It has been working fine for months now. I checked the suggestions mentioned in the link you provided. Webcast and BVR are enabled.

 

[fenderman]

Haven't made any changes to the settings. It has been working fine for months now. I checked the suggestions mentioned in the link you provided. Webcast and BVR are enabled.

check user permissions...ensure the user has permission to view recorded video...otherwise email support..

 

[dennis]

SOLUTION
Just updating this issue in case anyone has the same problem. The symptoms of the issue are that accessing live video from the mobile app displays a "loading" message for several minutes and then shows a sped up view of the camera stream for a few seconds then freezes. Accessing alerts shows a blank screen. There may also be some sluggishness with the mobile app.

The culprit in this case was the Bit Defender Antivirus software which was interfering with BI outbound video streams. After uninstalling Bit Defender everything worked perfectly.

Thanks to Ken from Blue Iris that identified this issue. Seems like others have reported this issue with Bit Defender.