AP-SW-10-Can not watch video streaming-1.0-20101018download.vivotek.com/downloadfile/support/faq/videoq10.pdf · 2000 series ==> MjpegMotionDecoder.dll ... AP-SW-10-Can_not_watch_video_streaming-1.0-20101018

Application Note

How to troubleshoot when I

can’t watch video streaming

www.vivotek.com

Application Note

AP-SW-10-Can_not_watch_video_streaming-1.0-20101018

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© 2010 VIVOTEK Inc. All Right Reserved

VIVOTEK may make changes to specifications and product descriptions at any time, without notice.

The following is trademarks of VIVOTEK Inc., and may be used to identify VIVOTEK products only: VIVOTEK.

Other product and company names contained herein may be trademarks of their respective owners.

No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical,

including photocopying and microfilm, without permission in writing from VIVOTEK Inc.

Revision History

Version Issue date Author Comment

1.0 2010/10/18 Hans First release

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Tables of contents

Introduction............................................................................................... 4

1. Try to reduce network issue first............................................................... 5

2. Check the VIVOTEK Plug-in ..................................................................... 6

3. Check other possible causes ................................................................. 10

4. Check if the image sensor is working normally .......................................... 11

5. If the problem persists, provide further information to your vendor ................ 13

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Introduction

Network cameras are sophisticated devices. If the video stream is not displayed after

installing a network camera, a number of possible causes must be checked.

This document explains how to troubleshoot problems with streaming video and determine

the cause.

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1. Try to reduce network issue first.

Try using a network cable (such as CAT5e) to connect the camera directly to your PC.

This should eliminate possible network issues such as blocking of the video stream by a

firewall or rule-based filters on the router.

Use IW2 (Installation Wizard 2) and double-click the link for the camera to establish a

connection.

The IW2 tool can be downloaded at this link:

http://www.vivotek.com/downloads/downloads.php?dlurl=../downloadfiles/downloads/soft

ware/iw2.zip&clkind=software&clmodelnick=IW2

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2. Check the VIVOTEK Plug-in

If the camera’s main page in Internet Explorer appears as in the following figure, with the

video stream not displayed, check the plug-in first.

2.1. Check the item “Download signed ActiveX controls” on IE.

a. Open Internet Explorer, then select “Internet Options…” in the “Tools” menu

b. Select the “Security” pane, then click the “Custom Level…” button

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c. Select “Enable” or “Prompt” under the “Download signed ActiveX controls”.

d. Click the download icon for the ActiveX component, then follow the on-screen

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instructions to install it

2.2. Reinstall the VIVOTEK plug-in

There may be a problem with the plug-in itself. Delete it and then reinstall

Different camera series have different plug-ins. Check the file for the series you are

using.

2000 series ==> MjpegMotionDecoder.dll

3000 series ==> VAPGDecoder.dll

6000 series ==> VATDecoder.dll

7000 series ==>RtspVapgDecoder.dll or RtspVapgDecoderNew.dll

8000 series ==>RtspVapgDecoderNew2.dll

Before deleting a plug-in, be sure to quit Internet Explorer, which is used to view the

video stream from the camera.

a. Open Internet Explorer, then click “Tools” > “Internet Options…”

b. Select the “General” pane, then click the “Settings…” button in the “Temporary

Internet files” section.

c. Click the “View Objects…” button

d. You should be able to see the file in the “C:\WINNT\Downloaded Program Files”

directory

e. Try reconnecting the network camera and reinstalling the plug-in

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In Windows XP

In Windows Vista

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3. Check other possible causes

3.1. Check if the toolbar in Internet Explorer is interfering with the loading of

the page

Try uninstalling the toolbar and testing the video stream again.

3.2. Delete cookies and temporary files in Internet Explorer

Go to “Internet Options”, delete cookies and temporary Internet files as shown in the

figure, then try again to establish a connection to the camera.

3.3. Try using another PC with a clean OS installation

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4. Check if the image sensor is working normally

The image sensor may have sustained damage

4.1. Try using a CGI command to check the image sensor

Enter the CGI command http://<IP address of the camera>/cgi-bin/viewer/video.jpg

and check if any photos appear

If you can see the photo shown in the figure below, use another PC with a clean OS

installation to try to connect to the camera again

If you cannot see the photo, follow the steps below

4.2. Check that the power adapter works with the camera

If not, use another power adapter and try again

4.3. Reboot the camera

Navigate to the “Maintenance” page and click the “Reboot” button.

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4.4. Restore the camera to factory defaults

Refer to the user manual for instructions on how to restore the camera to its factory

defaults. If the problem persists, contact your vendor to arrange repairs

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5. If the problem persists, provide further

information to your vendor

5.1. Take a screenshot of the camera’s main page in Internet Explorer

5.2. Provide the firmware version and serial number of the camera

Select “View parameters” and report this information to your vendor.

5.3. Allow your vendor to troubleshoot the problem by connecting to your PC

using remote access software

If this is possible, follow the steps below

a. Download the program called TeamViewer from

http://www.teamviewer.com/download/TeamViewer_Setup.exe

b. Install TeamViewer. Be sure to use version 5.0 or newer

c. Start up TeamViewer and keep it running

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d. Contact your vendor using the ID and password displayed in TeamViewer (it

should appear in a format like the following: ID: 87654321,Password:4321)

e. The vendor will use TeamViewer to access your computer and troubleshoot the

problem

Documents

AP-SW-10-Can not watch video streaming-1.0-20101018download.vivotek.com/downloadfile/support/faq/videoq10.pdf · 2000 series ==> MjpegMotionDecoder.dll ... AP-SW-10-Can_not_watch_video_streaming-1.0-20101018