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BriefCam Troubleshooting Guide

Why am I seeing a 'No Recordings' error when attempting to fetch H.265 original video from Milestone XProtect alerts in BriefCam?

Last Updated: 1 minute read
Version2025r1
LanguageEnglish

Symptom

When attempting to fetch original video (H.265 encoded) for Milestone XProtect alerts in BriefCam, users may encounter a “No Recordings at range” message, even though recordings are available and continuous on the Milestone side.

Root Cause

This issue arises due to the BriefCam Server Fetching service not having the Milestone-specific decoding files required for H.265 support. Without these files, the Fetching service cannot successfully retrieve the video.

Solution

To resolve this issue, create a designated folder within the BriefCam installation and add two Milestone decoding files as follows:

  1. Create a folder named 15dd936825ad475ea34e35f3f54217a6 in the same directory where the FetchingService.exe file is located:

    • For BriefCam 2024 R2 and above, the file is located in the FetchingService folder.

    • For BriefCam 2024 M1, the file is located in the BriefCam Server root folder (C:\Program Files\BriefCam\BriefCam Server).

  2. Within the FetchingService directory, create a new folder named: 15dd936825ad475ea34e35f3f54217a6.

  3. Get the following files from Milestone:

    • mfxplugin64_hevcd_sw.dll 

    • plugin.cfg 

  4. Copy both files into the newly created folder.

  5. Verify the fix as follows:

    1. Initiate a new fetch task in BriefCam for an alert that uses H.265 encoding.

    2. Confirm that the fetch task completes successfully without the “No Recordings” error message, indicating that the video is successfully fetched.

    3. Ensure that processing starts and completes successfully.