Question

Error: Video could not be decoded

WebLink Version 10

Updated June 14, 2019

asked on January 30, 2018

We are running Weblink v 10.0.0.915 and WebAccess 10.3 (10.3.0.510). We have some .mp4 videos stored that we want users to be able to stream, in Chrome videos work fine, stream great in WAccess and WLink. In Edge or IE11 video works in WebAccess, and does NOT work in Weblink - Receive: "Error" Video could not be decoded" or "Invalid source" Does anyone have any idea why this would be handled out of WebAccess and not in Weblink?

P.S. All testing done in Windows 10 Enterprise, Pro and LTSB

Any help is appreciated.

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Replies

replied on February 1, 2018

Hello Chase,

Have you tried checking the event logs > Applications and Services Log > Portal, and see if anything is returned there?

My suspicion is perhaps it is missing a media plugin that weblink uses, and the error logs may provide insight as to what is missing.

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replied on April 15, 2019

Hello Chase,

Were you able to find a resolution to this?

We have a customer experiencing the exact same issue as you described above.

Thanks,

Jeff Curtis

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replied on April 16, 2019

Hi Jeff,

We found getting the Video to use a different Codec was the only solution.

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replied on April 15, 2019 • Show version history

WebLink and Web Access handle streaming video the same way - by sending the data for the file straight to the browser to play. It's definitely possible for a particular browser on a particular machine to be able to play some mp4 files and not others, but it's unexpected for a single file to play in one and not the other. If that's what you see, Andrew's suggestion about looking for errors recorded on the server is a good one - maybe the data couldn't be sent. I would also recommend looking in the browser dev tools (F12) to see if the data appears to arrive. We regularly see things like firewalls configured to block large files that would probably result in an error like this, and the difference between a typical WebLink deployment and one for Web Access would involve a firewall.

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replied on April 16, 2019

Weblink and Web Access definitely have differences in Video play. We have videos that will play in Web Access and not in Weblink. in multiple browsers the functionality is the same.

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replied on April 15, 2019

Hello Brian,

Exactly what we see, cannot play the video in IE, various computers on different IP's and Domains.

In looking at the Portal Logs, I see the following:

The description for Event ID 14 from source Laserfiche-Portal-Server cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

Message: Exception encountered, stack trace:
System.Threading.ExecutionContext.RunInternal
System.Threading.ExecutionContext.Run
System.Threading.QueueUserWorkItemCallback.System.Threading.IThreadPoolWorkItem.ExecuteWorkItem
System.Threading.ThreadPoolWorkQueue.Dispatch
Exception details:
Message: Access denied. [9013]
Stack trace: at Laserfiche.RepositoryAccess.Entry.GetFromServer(HttpUrl url, Int32 type, Boolean throwOn404, Session session)
at Laserfiche.RepositoryAccess.EntryInfo.Refresh(Boolean keepChanges)
at Laserfiche.RepositoryAccess.Folder.GetFolderInfo(Int32 entryId, Session session)
at WebLinkControls.FolderListingService.GetBreadCrumbs(String vdirName, String repoName, Int32 folderId)

F12 on the the loading of the Video in IE, throws two errors:

403 Forbidden and 500 Internal Server Error:

Lake Oswego-Decode Error-Portal-IE-41519.PNG (40.17 KB)

| Download

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replied on April 16, 2019

I think that media handler 500 error is the root cause of the video not playing, though I don't think the stack trace you found in the event viewer is related. I'd suggest opening a support case so we can take a closer look.

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replied on April 16, 2019

Hey Brian,

Thanks!!!

Opened a Case for this.

Jeff Curtis

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replied on June 14, 2019

Was there ever a resolution to this issue. We have the same issue with "some" videos and only on Edge. Videos are coming from the same source, all being the bodycam system from law enforcement.

Chrome works fine.

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Error: Video could not be decoded

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