This page outlines the most common issues you may encounter and some common reasons that can cause those issues.
Milestone XProtect Management Client is failing to connect to an EdgeVis Server
Incorrect username and password specified. Go back to the username and password entries and ensure a valid login is specified for the EdgeVis Server.
The EdgeVis Server is not accessible. Check that the EdgeVis Server is running and verify that you can access the server from the same PC by using the EdgeVis Server web management portal.
The EdgeVis Server version needs to be at least 6.5.0. Milestone XProtect will not connect to any earlier EdgeVis Server versions.
Username and password does not have permission to access the encoder. Check the user account has permission to access the encoder.
The Encoder name and server name has not been entered in the correct format of “encoder-name.server-name”. Enter the encoder name in the correct format.
PTZ camera control does not work in Milestone XProtect Smart Client
The PTZ connection may be in use by another user. Try again in a few seconds.
Ensure that Digital Zoom is not enabled for the camera in XProtect Smart Client by selecting the video window, selecting the More popup menu and checking that the Digital Zoom option is not ticked.
Check that PTZ control works by using EdgeVis Client.
Ensure you have the most up-to-date version of Milestone XProtect and Device Pack.
The camera window keeps reporting “The server has lost connection to the camera” in Milestone XProtect Smart Client.
The performance of the PC running Milestone may be causing the video loss. Check Windows Task Manager and ensure that the PC has enough CPU processing power and RAM memory in reserve.
It is also recommended that both the Milestone and EdgeVis Server PCs are set to synchronise their time clock with a time server such as an NTP server (e.g. time.windows.com).
I can’t hear any audio from the Camera
Audio can only be played back in Milestone XProtect Smart Client by selecting the video window for the camera. Audio cannot be played in Milestone XProtect Management Client.
Check that the EdgeVis Encoder has an audio device connected and configured.
Ensure that audio streaming is enabled for the encoder on the EdgeVis Server web management portal.
Ensure that the correct Microphone device is enabled in Milestone XProtect Management Client.