Black Screen PRO 7 Playback issue

? 1st Email Template – Initial Technical Check

Subject: HEVC (H.265) Playback Compatibility Check

Hi ,

There are no strict system requirements on our side; however, we need to confirm whether the currently installed graphics card supports HEVC (H.265) hardware decoding.

Could you please check and let us know the GPU model currently in use? Once we have that information, we can investigate further and determine whether the issue is related to hardware compatibility or if we should explore alternative solutions.

Looking forward to your reply.

Kind regards,

? 2nd Email Template – Codec Explanation & Context

Subject: Video Codec Information and Playback Support

Hello ,

The video codec we are using follows industry standards commonly adopted by companies offering similar services. It is specifically chosen to deliver higher image quality while improving compression efficiency.

Our tests confirm that videos load normally on Android devices and on modern computer hardware that supports HEVC decoding.

One of the main advantages of HEVC (H.265) is its ability to reduce file sizes by up to 50% compared to older formats, without compromising quality. This is particularly important to prevent cameras from exhausting their monthly data allowance. Additionally, the codec supports HDR, allowing for improved image clarity and dynamic range.

Beyond file size reduction, H.265 also improves motion tracking performance, which contributes to better AI event detection accuracy. It produces cleaner images with reduced noise compared to H.264.

The primary limitation of HEVC is that it requires more processing power due to its advanced compression algorithms. Older hardware may struggle with decoding unless it has dedicated support for this format.

To fully benefit from this technology, newer hardware configurations are recommended. That said, we are still evaluating ways to maintain compatibility with older systems wherever possible.

In the meantime, we recommend testing playback on Android smartphones, tablets, or newer-generation PCs, as these typically support HEVC without issues.

Please feel free to reach out if you need any additional clarification.

Kind regards,

? 3rd Email Template – Escalation to Engineering (Request for Configurations)

Subject: Request for System Configuration Details – HEVC Playback Investigation

Hello ,

I’m sorry to hear that your client is experiencing playback difficulties with videos uploaded from the new PRO7 device. We’d like to investigate this further with our engineering team.

To properly assess the situation, could you please provide 3–4 examples of the affected PC configurations? Full technical specifications for each setup would be very helpful.

Specifically, we would need details regarding:

• CPU: Model and clock speed

• GPU: Graphics card model and available VRAM

• RAM: Total amount and type

• Storage: SSD or HDD, along with capacity and speed (if available)

• Motherboard: Compatibility details (if known)

• Cooling System: CPU/GPU cooling setup

• Power Supply: Wattage and efficiency rating

• Operating System: Version and license type

This information will allow us to determine whether the systems are capable of efficient HEVC decoding or whether alternative approaches should be considered.

Thank you in advance for your cooperation. I look forward to your reply.

Kind regards,