Loss of video in iVMS-4200

[Rick47]

I've been running with iVMS-4200 for some years without issues. I recently fired up the app and no images appeared in either Main View or Remote Playback.
I spent some hours trying to find what had changed, but I could not resolve it. I decided to uninstall all and reinstalled the latest version 3.1.1.6_E.
To my dismay and after setting everything up (old saved config files don't work with this version), I have the same result.
I am running Win 10 64 bit and am up to date with all MS updates.
I can see a current still image from the cameras in Maintenance and Management (Camera edit) and bytes are being sent and received. I have configured for Sub Stream.
I can download the mp4 files from the Remote Playback section, even though I can't watch them in the app.
The screen seems slow to refresh and sometimes I can see web pages through the app or the previous screen of the app in the Main View section.
(See image)
Anyone any ideas?

 

[Kyle]

Hi Rick47

Our initial thought was that this would be an encryption issue with the camera, but the version of iVMS-4200 that you have installed should give a prompt for a stream key if this was the case like below:

This isn't an issue that we've seen before on the program, we're running the same version of the software as you and haven't seen any of these issues. Sorry I can't be of more help, hopefully someone else here might have experienced something similar before. If not you might need to enquire with whoever it was you purchased the equipment with.

 

[Rick47]

Thanks for the input KyleMc, but the issue only presented itself recently. The previous version (2.5.1.7) was running fine for nearly 5 years and then one day - no images via iVMS-4200 . The strange thing is that I can see the images going via Internet Explorer, via an Android app on my tablet and through my TV, so nothing wrong with cameras. Just to be clear I only updated to this version in the hope that my problem would be sorted, but it is exactly the same. I'm wondering if it has something to do with a codec. I sometimes get a message when I close down, but it is only on the screen for a second or so. Looks something like 'Error Video.C.exe [407]'. Does that mean anything to anyone?
The other weird thing is that I can download the playback from the iVMS-4200, but I have to do it blind (right clicking on a blank yellow box). I can then view it using VLC - crazy!

 

[Phil]

Has anything else changed on your PC?
PC or laptop?
Wired or wireless?
New/updated Firewall/Anti-Virus/Security perhaps?
Can you test with 'shields down'?

You are the first and only to report this, so far.

 

[Rick47]

Hi Phil, That has been my main source of investigation. I have Kaspersky and Malwarebytes and they occasionally update the .exe and databases, but I don't think my problem would have anything to do with them.
I have just installed the iVMS4200 on my laptop also running Win10 64 Prof (I stuck with the version I knew 2.5.1.7) and everything seems fine. At least I know now it's not the app, but some config issue on my PC. Finding it will be a more difficult process.
If I resolve it I'll post here again. But thanks to those who tried to help.

One final observation about the 3.1.1.6 version. After install I found a dog icon in my system tray linked to watchdog.exe. I have seen some worrying articles about watchdog so have renamed it, effectively disabling it. Anyone know if this is legit or a virus? Apparently it can be sneaked in under a codec. Neither Kaspersky nor Malwarebytes flagged it.
Disabled or enabled, the issues I have with iVMS are not affected.

 

[Dan]

It's interesting that you mention Malwarebytes as another forum user mentioned this in relation to live view not working in iVMS-4200 only a week or so ago:

Hikvision iVMS-4200 - no live view [Malwarebytes]

we are having problem with ivms4200 on some windows10 PCs not getting live view devices are connected and on line can use device managment on DVRs/NVRs

www.use-ip.co.uk

 

[Rick47]

Thanks Dan - you (your link) nailed it. Malwarebytes is/was the culprit. My Laptop doesn't have Malwarebytes, so no problem there.
I just quit the Malwarebytes app and then ran iVMS and all popped up.
It must be a recent update as I've had Malwarebytes for some years and it has not caused a problem before.
I will put in an issue with Malwarebytes and see what their response is.
I'm still getting a problem with screen refresh on one camera which may be another issue, but everything else looks ok.
Good to have forums like this. Thanks guys.

 

[Rick47]

Update: I have been able to add the folder 'C:\Program Files (x86)\iVMS-4200 Site\iVMS-4200 Client\Client' to the 'Allow List' and so far everything still works. Hope that helps others.

 

[Rick47]

I have been working with Malwarebytes over the last week or so and have been sending logs to them for analysis.
My last mail from them read:
'Thank you for sending the file, it came through no problem. Our engineers are currently inspecting the cause of the false-detection and will work to have this resolved in an upcoming update without the need for the Allow List entry.'

 

[Rick47]

Update: Malwarebytes have now corrected the issue from Component Package Version 1.0.859.
No exclusions should now be necessary and my iMVS-4200 runs fine without.