Video Playback Not Loading

Video Playback Not Loading

If you are able to view live playback, but are unable to view footage past the previous 5 minutes, then it is likely that there is a a firewall issue that is preventing you from access our cloud storage. To resolve the issue, follow the steps below:

Identify Issue Source 

1. Try logging into the Savi app on a mobile device and logging in with Wifi turned OFF. If you are able to access historical playback then it is mostly likely that your network secuirty is blocking our cloud storage provider. If that's the case, please proceed to the "Adjust Network Firewall Settings" troubleshooting section. 
2. If you are Windows user, it's also possible that Microsoft's native firewall is blocking the video playback. You can check this by temporarily turning off Microsoft Defender and checking to see if you can see footage after turning it off (directions listed below). If the issue is resolved, you can leave the firewall settings off. Unfortunately, Microsoft Defender doesn't have an option for whitelisting IP addresses/lists. 

Adjust Network Security Settings

Xfinity/Comcast
If you are experiencing the playback issue through a home network, then you will need to adjust your security settings.  The only way to resolve the issue is by disabling "Advance Security" settings. To do so:
  1. Tap on the Person icon (Person icon.) in the top-left corner on the Overview screen. (Person icon.)
  2. Scroll down to More Resources.
  3. Tap xFi Advanced Security.
  4. Tap Turn Off.
  5. Toggle the setting off.
  6. For more help, please refer to this article.

COX
  1. Open a web browser and enter http://192.168.0.1. (While on the network you are trying to change)
  2. Enter your username and password. Note: If this is your first time accessing the administrative portal, then you will need to leave the username and password fields blank.
  3. Click the Security tab.
    1. Click the Firewall sub-tab.
  4. From the Firewall drop-down menu, select the desired level.
  5. Click Save.
  6. For more help, please refer to this article. 


Turn Off Microsoft Defender 

  1. Select Start  and type "Windows Security" to search for that app.
  2. Select the Windows Security app from the search results, go to Virus & threat protection, and under Virus & threat protection settings select Manage settings.
  3. Switch Real-time protection to Off. Note that scheduled scans will continue to run. However, files that are downloaded or installed will not be scanned until the next scheduled scan.

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