Encrypted Download Troubleshooting

To view an encrypted download, please check the following:

• Be sure that you have extracted the zip file that was downloaded from Guardify
• Ensure that you have saved your extracted files to your local computer, and not on a shared network or external drive.
• If you are on a Windows computer, open the "windows-play-video" in VLC player.
• If you are on a Mac computer, open the "mac-play-video" file in VLC player.
• Ensure that you are trying to open the file on a device that is connected to the internet.

If you've checked through all of these things and your encrypted download is still not playing, it could be that your network security is blocking Guardify videos from playing on your network. Since these videos call back to Guardify each time they are played, the network has to be able to access our system through VLC. Please pass this along to your IT to ensure Guardify is not being blocked:

• Guardify encrypted downloads play through the VLC application which needs to be able to connect to the following URL through the HTTPS protocol:
  • Application: VLC
  • Destination Address: https://app.guardify.com
  • Protocol: HTTPS
  • Port: 443

Once your IT can confirm that VLC can connect to our URL, you should be able to play the video.

If you still experience trouble playing your encrypted download, please reach out to support@guardify.com.

If user is getting error message: "Windows cannot find './/VLC//vlc.exe" this sometimes indicates that the .zip and associated files are saved to a shared network drive or a onedrive - which will not work. The .zip package with VLC player and all other associated files will need to be loaded locally on the users machine in order to play from the "play video" file.