GenIV PSS Software - Connects but no video

[kinison 0]

I have a new DVR security system from GenIV. I installed the software on my phone and on my desktop. The phone software works just fine. The desktop software (PSS) will successfully connect but there is no video. the Kbps and FPS displays as if it is streaming but there is no video displaying on the screen. Any ideas on what the issue is? attached is an image of what I'm seeing.

[kinison 0]

I realized that I can also adjust the DVR settings from my desktop without any problems. It appears as though everything is working except for the fact that the video wont display. Any ideas as to what the issue could be?