EseeCloud any version will not show live video from Hiseeu NVR security system Win 11 Pro

[Charles_5459]

EseeCloud is  vendor supplied software for use with their (Hiseeu) NVR camera systems.  Any version of EseeCloud will not show live video from any camera but I can hear noise through audio using Win 11 Pro on my new HP Laptop.  All versions of EseeCloud work perfectly with my old HP laptop using Win 10.  I can download the unseen video/audio and play it back using  VLC but not with the EseeCloud playback feature using the new laptop.  I have done ALL the usual steps included a fresh install, all the latest updates, firewall access, and anything else I can think of.  My new HP laptop refuses to display the live video.  Everything else works great but the one thing I really need the HP can't do it.  It may be a codec thing I don't know.  It is strange that EseeCloud works in Win 10 but not Win 11 Pro.

I have been in contact with Intel, Microsoft, and Hiseeu.  Nobody has a clue.  Do you?

Please help. 

[Kuroi_Kenshi]

Hi @Charles_5459,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your laptop!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Compatibility Check: Ensure that the version of EseeCloud you're using is compatible with Windows 11. Sometimes, software that works on older versions of Windows may not be fully compatible with newer versions unless updated by the vendor.

Driver Update: Verify if your graphics drivers are up to date on your Windows 11 laptop. Sometimes, video issues can be resolved by updating to the latest graphics drivers from HP's support website or the graphics card manufacturer's website.

Software Update: Check for any available updates for the EseeCloud software that might address compatibility issues with Windows 11.

Windows Compatibility Mode: Try running the EseeCloud software in compatibility mode for Windows 10. Right-click on the application shortcut, go to 'Properties,' select the 'Compatibility' tab, and then choose Windows 10.

User Permissions: Ensure that the software is granted the necessary permissions, such as access to the camera and microphone, within the Windows 11 security and privacy settings.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Charles_5459]

Kuroi_Kenshi,

This is not my first rodeo in regards to OS/Software/Hardware issues.

Windows Compatibility Mode: Windows 11 Pro does not offer Win 10 as a selection but I did try them all.  Jokes on me.

Driver Update: I have latest updates supplied by Intel, Microsoft, and HP.  In fact I have updated my HP17's bios.  Again, to no effect.

Compatibility Check: All available versions of EseeCloud for PC are marked for Win 7, 8, 10, and 11.  I have tried all versions. 

see:  https://www.hiseeu.com/pages/eseecloud

Hiseeu (the vendor) has stated that so few people use the pc app they will not longer support it.  Sucks to be their new customer.

User Permissions:  All permissions are enable and the firewall is configured for EseeCloud.

--------------------------

HERE is the problem:
EseeCloud uses H265 encoded format for video streaming/playback. This format is supported in the EseeCloud app, allowing users to play videos in the app's personal center album.

---------------------------

EseeCloud will load and "run".  It will not show live video from any selected camera but i CAN hear audio from that camera.  I can download the unseen video stream but I can not play it using EseeCloud playback utility, however using VLC I can play that recorded stream as a file.  EseeCloud will change the H265 to mp4 for downloading/saving but not for live viewing.

So, the problem appears to be that the stream does get to the HP17 laptop but is not being handled correctly either by HP or Win 11 Pro.  I have tried to download the codecs but it seems they are loaded (according to Microsoft) but not running. but I think they are missing.  I get an error (will not work on this device) when I try to down the codecs from manufacturers  which has been suggest by someone on another thread.

So, did HP cripple this laptop for did Microsoft???????? Is this an Intel thing?

Why will EseeCloud run in win 10 but not win 11 pro.  

I appreciate your response but I am will past what you suggested.

Please help.

[Charles_5459]

Kuroi_Kenshi,

I have sent some things that may help.

Source
EseeCloud.exe

Summary
Stopped working

Date
‎7/‎27/‎2025 9:25 PM

Status
Report sent

Description
Faulting Application Path: C:\Program Files (x86)\EseeCloud\EseeCloud.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: EseeCloud.exe
Application Version: 3.0.7.10
Application Timestamp: 62134232
Fault Module Name: ntdll.dll
Fault Module Version: 10.0.26100.4768
Fault Module Timestamp: 97c731d0
Exception Code: c0000005
Exception Offset: 0004fde2
OS Version: 10.0.26100.2.0.0.256.48
Locale ID: 1033
Additional Information 1: 2beb
Additional Information 2: 2beba6fb4680d73a8c78ca7c24ccdb46
Additional Information 3: 4cbe
Additional Information 4: 4cbe99a0ac1357f5f266328844d018e6

Extra information about the problem
Bucket ID: 70ee0f05148c3d48e385027f6e6c6f6f (1406533204959850351)

I've sent this to EseeCloud and Microsoft...I'm not holding my breath.

 

This is EseeCloud running with NO LIVE streaming video:  Just loads forever.

You don't need no stinking codecs

Windows error check

So, I hope you get paid the big bucks because this one is a pickle.

Please help, I specifically bought this laptop to run EseeCloud which it can't.  It runs everything else just fine, how stupid is that?

Thank you.

[Kuroi_Kenshi]

Hi @Charles_5459,

Thank you very much for the detailed follow-up and for sharing the crash log along with your testing so far. I can see you’ve already been extremely thorough, this helps narrow things down a lot.

From what you’ve described, here are the key points:

EseeCloud works on Windows 10 but fails to display live video on Windows 11 Pro, though audio still comes through.

The issue is specifically with H.265 (HEVC) decoding in live streams, while downloaded files will play fine in VLC.

You’ve confirmed graphics drivers, BIOS, OS updates, and app versions are all current.

The crash report points to ntdll.dll (Windows system library) with exception c0000005, which is usually an access violation, often tied to codec or memory handling issues.

This points strongly to a codec/driver handling gap in Windows 11 when the app tries to hook into hardware acceleration for H.265 decoding. Some third-party apps written for Windows 7/10 don’t always handle the new Windows 11 codec framework properly.

Here are some targeted next steps you can try:

1. Install the HEVC Video Extensions from Microsoft Store

Even though Windows 11 claims to include H.265/HEVC support, some OEM builds of Windows 11 do not ship the codec pre-installed for licensing reasons.

Open the Microsoft Store.

Search for “HEVC Video Extensions” (there is a $0.99 paid version and sometimes an OEM-provided free version called “HEVC Video Extensions from Device Manufacturer”).

Install it, restart your laptop, and test EseeCloud live view again.

2. Force EseeCloud to Use Software Decoding

If the app is defaulting to hardware decoding via Intel graphics and failing:

Inside EseeCloud, check if there’s a Settings / Video / Decode Mode option.

If available, switch from Hardware Decode (DXVA/Intel) to Software Decode.
This bypasses the HEVC hardware decoder and may allow live view to work, though at a higher CPU cost.

3. Test with Intel Graphics Command Center

Sometimes H.265 decoding is blocked or disabled at the driver level.

Open Intel Graphics Command Center (install from Microsoft Store if not present).

Check the Media or Video section.

Ensure HEVC/H.265 decode is enabled.

4. Try Running with Microsoft Basic Display Driver

As a diagnostic step only:

In Device Manager → Display adapters, right-click Intel graphics → Disable device.

This will force Windows to use the Microsoft Basic Display Driver.

Run EseeCloud and test live view.
If it suddenly works, that confirms the issue lies in the Intel/Windows 11 HEVC hardware pipeline.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Charles_5459]

Kuroi_Kenshi

Howdy,

Thank you for some new ideas unfortunately none worked. I thought a fix was close but nope. HP/Intel/Windows should be able to figure this out. The EseeCloud application is not the problem. The problem is that the stream either  by hardware/Intel software/Windows fails to display. IF the codecs are loaded, they aren't running and may be prevented by Win 11. If there are no codecs then I need some working copies either from HP/Intel/Windows for my HP17 Win 11 Pro laptop.

See below:

1. Install the HEVC Video Extensions from Microsoft Store Even though Windows 11 claims to include H.265/HEVC support, some OEM builds of Windows 11 do not ship the codec pre-installed for licensing reasons. Open the Microsoft Store. Search for “HEVC Video Extensions” (there is a $0.99 paid version and sometimes an OEM-provided free version called “HEVC Video Extensions from Device Manufacturer”). Install it, restart your laptop, and test EseeCloud live view again

Other people with the same problem have tried the 99 cent fix which fails. I tried the one for device manufactures which would not load/run see screen shot below. Weird, "The app will not work on your device." What did Microsoft do?

2. Force EseeCloud to Use Software Decoding If the app is defaulting to hardware decoding via Intel graphics and failing: Inside EseeCloud, check if there’s a Settings / Video / Decode Mode option. If available, switch from Hardware Decode (DXVA/Intel) to Software Decode. This bypasses the HEVC hardware decoder and may allow live view to work, though at a higher CPU cost.

No settings. The EseeCloud app does not allow one to go under the hood and I believe it does not do any decoding. Setup for EseeCloud only allows internet/wifi connections to my system, time/date, camera naming/setup, and that is about it. The are more settings on the NVR but the NVR is NOT the PROBLEM, it sends the stream which is then lost and not displayed. It is my guess that live video is MP4 but HP/Intel/Win 11 Pro will not decode the stream for EseeCloud to show it as MP4. Maybe you could contact the Hiseeu people for verification??? Hiseeu supplied a website which allows me to see live video using a browser (Edge or Opera) which works fine but without a download button the website is useless to me. Keep in mind when I download live video is MP4.

Here is my conversation with Intel if your are interested:

https://community.intel.com/t5/Graphics/EseeCloud-CameraManagementSystem-CMS-Software-for-Hiseeu-NVR...

3. Test with Intel Graphics Command Center Sometimes H.265 decoding is blocked or disabled at the driver level. Open Intel Graphics Command Center (install from Microsoft Store if not present). Check the Media or Video section. Ensure HEVC/H.265 decode is enabled

Well, that didn't work as there is no way to verify codecs on this version from MS Store. Hardware resources, memory/hard drive, are not a problem. See screen shots below.

4. Try Running with Microsoft Basic Display Driver As a diagnostic step only: In Device Manager → Display adapters, right-click Intel graphics → Disable device. This will force Windows to use the Microsoft Basic Display Driver. Run EseeCloud and test live view. If it suddenly works, that confirms the issue lies in the Intel/Windows 11 HEVC hardware pipeline.

Well, that didn't work.

Why would MS not include Win 10??????????????????????? I tried them ALL.

Thank you for spending the time trying to help me. It would appear that this combination of HP/Intel/Win 11 chokes when it comes to decoding streaming video for display. The one program I need is a failure with my new HP laptop otherwise this is the best laptop I've ever had.

Please continue to look for solutions as there has to be one. Something is locked down and it may be a useless Win 11 Pro security setting fracking things up.

Charles Romaine

[Charles_5459]

This may not help but I had previously purchased an HP14 Laptop running Win 11 Home which worked flawlessly with EseeCloud.  I returned the laptop for other reasons; it kept wanting the bitlock key code forever!!!!

So, what is so different between Win 11 Home and Win 11 Pro that prevents Win 11 Pro from displaying live video?????????Asking for a freind.

[Kuroi_Kenshi]

Hi @Charles_5459,

We understand how important it is to have your device functioning properly, and we're here to assist you.​

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,

[Charles_5459 · Accepted solution]

I have given up also.  I will return this HP Laptop to the vendor with an explanation concerning the failure to run EseeCloud.  It is far easier for me to return the HP Laptop than it is to deal with the service center.  I discovered a cmd called Winget and I do in fact have the codecs loaded.  Why they won't work could be some security feature or HP hardware failure.

Thanks for all your help.  I don't need this headache for one piece of software.  I will look for a laptop that works.