To rule that out, close the Smart Client, navigate to C:\Program Files\Milestone\XProtect Smart Client\ and open in Notepad. Essentially, it might be trying but just can't process it.
If updating all of the GPU drivers doesn't resolve the issue and you have an nVidia card, it is possible that the card is too low-end to handle the decoding. Once all of the drivers are updated, enable the Hardware Acceleration again in the Smart Client. The easiest way to tell the latter is to look in Device Management and see if there is an Intel GPU listed under Display Adapters. This would include any discrete video cards (nVidia, AMD, Matrox, etc.) as well as your Intel GPU drivers if your CPU has an embedded GPU.
First is update your video card drivers. If it does, then there are a few things to try: Like Sean mentioned, try turning off hardware acceleration to see if that solves the issue.
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