Why do my H.265 cameras still record but show a black screen or unsupported-format message on one computer?

Applies to: Surveillance Station 9.2.1 and later, including supported DSM 7.3 installations, with H.265 cameras. DVA models and individual client capabilities have different behaviour.

Check and resolve

1. Confirm a recent recording exists and test it on another authorised, known-compatible client. Record the affected computer's OS, browser or Surveillance Station Client version and the exact playback message.
2. Use an appropriate current Surveillance Station Client. For Client 2.2.1 and later, check the computer's H.265 hardware-decoding support. On Windows, check the availability of the required HEVC decoding support; on macOS, compare a supported computer if playback fails.
3. For browser use, verify that the browser and graphics hardware support the required decoding. Where offered, the relevant Surveillance Station setting is Personal Settings > Personal > Advanced > Display H.265 video when using hardware acceleration in Google Chrome.
4. Make a controlled H.264 stream test where the camera supports it. If that works while H.265 fails on the same client, preserve the comparison as evidence of a decoding-path issue.
5. Review detection separately. On non-DVA systems, H.265 motion detection using Surveillance Station's own algorithm is no longer supported in the same way; supported camera-side detection or another video format may be needed.
6. After any agreed format or client change, verify live view, playback and one real event recording. A live picture alone does not prove motion-triggered recording still works.

Check the result

The selected client displays the stream and new recordings, and the required event trigger is still captured.

Need help?

Submit Ticket with camera/NAS models, software versions, codec and client comparison. State whether H.264 works and whether another client plays the same recording.