iVMS-4200 Cannot play back recordings? ["failed to synchronize the playback iVMS4200.exe[317] no record file found"]

[mattymil]

Hello - I am troubleshooting a customer's HIKVISION system running the iVMS4200 software.
Recently, recording playback became unavailable, and the users cannot view previously recorded videos.
I can confirm that live viewing works.
When I attempt to play a video I get "failed to synchronize the playback iVMS4200.exe[317] no record file found".

Has anyone experienced this issue, any ideas how to troubleshoot?
Thank you in advance for your assistance.

 

[Kyle]

Hi @mattymil
Which version of iVMS-4200 is installed please?
Are the cameras recording to the NVR, or microSD cards inside them?
What has been added to iVMS-4200 (lots of individual cameras, or a single NVR), and what are their model numbers?
Have they been added via IP address or via the Hik-Connect P2P login method?