Skip to main content

Missing Thumbnails

Updated over a month ago

Issue: When attempting to access footage, the historical videos are loading, but the thumbnails for both the cameras and the historical footage are missing as follows

Network and Connectivity Troubleshooting for Missing Thumbnails

Ensure that your network firewall allows access to the following endpoint:

  • s3.us-west-004.backblazeb2.com* over port 443 TCP

Troubleshooting Steps:

  1. Test with a Different Network
    Try logging into the dashboard from a different network (e.g., mobile hotspot) to check if the issue persists. Are thumbnails still missing?

  2. Check Network-Wide Impact
    Determine whether the issue affects all users on the same network or only specific users.

  3. Proxy Configuration (e.g., Zscaler)
    If your office network uses a proxy (such as Zscaler), ensure the following domain is whitelisted on the proxy side:

    • s3.us-west-004.backblazeb2.com over 443 TCP

  4. DNS Resolution
    If you are using a local/private DNS server, confirm that it correctly resolves:

    • s3.us-west-004.backblazeb2.com* over 443 TCP

If the issue persists, please open a support case and include the following information to help us investigate more effectively:

  • Organization name

  • Affected location(s)

  • Screenshots of the issue

  • Number/Name of dashboard users experiencing the problem

  • A brief description of the issue

  • HAR file capture while accessing the Dashboard (Live and Search tabs)

Did this answer your question?