Clip Load Error

[michaelp]

I am in the trial of SightHound Video and when trying to play a clip on Android 6.0.1 and IOS 10.1 "The Clip Could Not Be Loaded". If I fully close the app and reopen it will play the 1-2 clips before I receive that error again.
If I disable "Play clips as streams" the clips will always play, but they look horrible (Unacceptable for software they want you to pay $60 or $250 for).

Does anyone know what may be going on? It seems that the phones support playing the clips as a stream, but it will only work a couple times before having to force close the app and re open.

Thank you,
Michael

[Devin]

Hello Michael,

I'm sorry to hear you're having troubles with clip playback. It sounds as though you may be running in to a bandwidth issue, either at some point between the mobile devices and the computer running Sighthound Video. I'd recommend trying a lower bitrate option for your clips and see if the problem persists. You can change the bitrate of your clips and live video in Tools > Options > Remote Access > Advanced (Windows) or Sighthound Video > Preferences > Remote Access > Advanced.

Additionally I'd be happy to take a look at your logs if you could send us a bug report from Sighthound Video on your computer. You can send a report by going to Help > Report a Problem.

Regards,

- Devin

[wideLoad]

I'm getting this same issue on my Google Pixel XL. Click on a clip and after 5 seconds, it either errors immediately or errors within 1-2 seconds of playback.

Msg is:
"Clip Load Error
The clip could not be loaded
cancel retry"

The odd thing is, this error doesn't happen on my 4MP hikivion but does appear on when playing back clips from my 5MP hikvision.

Details:
App version (android): 1.4 (20
Sightound video version: 5.0.4
Android version: 7.1.2

Also, i tired lowering the remote clip bandwidtth by changing to "Clip Video Quality" low and quality to 240p. I also changed my phone access to hit local network (10.X.X.X) and not the dynamic IP so i know it's routing through my LAN.

Lastly, wife's iPhone works flawlessly, can playback all the clips.

This is a deal breaker for me. Any ideas?

[Thomas]

I had exactly the same problem when I was using my old Samsung S3 and I can assure you that it has nothing to do with bandwidth as it happened under local wifi with strong signals. Also I had no problem playing 16:9 video. Only when I play 4:3 video that I had the "clip load error".

[wideLoad]

Hello, I'm requesting technical assistance from sighthound support if possible (just emailing them now).

I purchased the 2 camera license with the hope of upgrading to the unlimited based on this trial. I'm dead in the water if I can't see video clips on my phone.

I'm running a vanilla android install (as it's a Pixel XL, google usually doesn't tweak the libraries extensively--or at all--from the vanilla droid AFAIK?). No jail breaking or anything. Phone is only a few months old.

Going to ping the support@ email address now.

[Devin]

Hello wideLoad,

We've responded to your email to [email protected] in regards to this issue.

Regards,

-Devin

[wideLoad]

Thanks Devin. To anybody else having the issue, apparently it's audio related. Once I turned off audio (for that camera in sighthound) the problem went away on my android phone.

I didn't modify the actual *camera* audio settings but was told that it wouldn't matter as the camera was already configured for "G.711ulaw" which according to SH support is correct.

They also said this issue should be going away soon, that it's for android only, and is because the was SH is encoding the "AAC" stream on the server is not well received by android.

Thanks SH Support!

[joelegg]

im having the same issue - i have no audio enabled either.

Only lets me play if i disable play as stream. This is over LAN as well