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Troubleshooting SGBRIDGE + SecureGuard Cloud Customer Portal when unable to play recordings in Web Browsers

In the customer cloud portal, user will see thumbnails of the recordings. When user clicks on the thumbnail to play back the recordings, the player window will open but the video playback will not start.


In the customer cloud portal, user will see thumbnails of the recordings. When a user clicks on the thumbnail to play back the recordings, the player window will open but the video playback will not start.

Due to changes in hardware-accelerated video decode/encode in the browsers, some browser versions of Chrome and Edge are unable to playback recorded clips. To resolve this, the browser settings must be adjusted as below.

Steps for Edge Browser

  1. Launch Microsoft Edge browser on your device.
  2. Type in edge://flags into the address bar and press Enter. This will open the flags menu.
  3. Type in hardware into the search box to find specific flags to modify.
  4. Change the value of Hardware-accelerated video decode to Disabled. 
  5. Change the value of Hardware-accelerated video encode to Disabled.



  6. After making changes, click the Refresh button to restart Edge.

 

Steps for Chrome Browser:

  1. Launch Google Chrome browser on your device.
  2. Type in chrome://flags into the address bar and press Enter. This will open the flags menu.
  3. Type in hardware into the search box to find specific flags to modify.
  4. Change the value of Hardware-accelerated video decode to Disabled. 
  5. Change the value of Hardware-accelerated video encode to Disabled. 



  6. After making changes, click the Refresh button to restart Chrome.

Initial submission Date: May 20, 2025

Article Transcribed by: Christopher Cataldo, Technical Support Lead