The below troubleshooting steps should assist in resolving common camera/video setup issues encountered with EdgeVis encoders.
If the issue you are encountering is not resolved by following the steps below please contact us for assistance.
I can’t add my camera to my encoder
If you are unable to connect your IP camera to your EdgeVis encoder, common causes are:
Camera username/password incorrect - try adding a new user to the camera from the camera web interface's user management page and use this when configuring the camera from the EdgeVis encoder's web interface. You should ensure that the new account has full access (i.e. privileged camera control, camera control, video distribution and audio distribution).
Camera clock is not set correctly - try synchronizing the camera's clock with the EdgeVis encoder. We would recommend syncing the camera's clock with the encoder's clock using NTP. The encoder's NTP server can be enabled from the 'time and date settings' page of the encoder's local web interface. For more information regarding configuration of NTP, refer to the following article: Setting up an NTP service?
Camera is outputting an unsupported video format - access the camera web interface's video settings page and ensure that the camera's resolution is set to a maximum of 1080p (1920x1080) and the compression type is set to h.264 (h.265 is not supported).
[Axis cameras only] Relay attack protection is enabled - on some Axis firmwares the relay attack protection feature can interfere with communications between the Axis camera and the EdgeVis encoder. Relay attack protection should be disabled by following the steps in the following article: How do I add video feeds/cameras to an encoder?
Why do I see blue video?
This usually indicates a problem with the encoder's connection to the camera.
As an initial troubleshooting you should ensure that all LAN and power cables are connected securely. A power cycle of both the camera and the encoder would also be advisable.
If you are still having problems, try adding the camera to the encoder again via the encoder’s local web interface as well as checking if the camera's clock is correctly set as described in the I can't add my camera to my encoder section above.
Why is my video choppy / blocky / grey?
As an initial check you should preview the video feed from your IP camera by logging in to its web setup interface, and ensure that the image displayed here is of an acceptable quality. If the image shown here is of poor quality you should adjust the video settings of your IP camera (frame rate, frame size/dimensions, bitrate etc.) until the image quality improves.
If the image is only of poor quality when viewed within EdgeVis Client you should check your encoder's bandwidth settings by accessing the Settings menu as pictured below.
You should then increase the bandwidth and check if the image quality improves.
If the video image is still of poor quality even after increasing the bandwidth to the maximum value this could indicate an issue with the encoder's network connection to the EdgeVis Server e.g. poor cellular network signal strength.
I can’t use the PTZ controls on my camera
The first thing to check in this case is that your EdgeVis Server user account has permission to control PTZ on the encoder. If you do not have permission the PTZ icon in EdgeVis Client will be greyed out. Please check with your EdgeVis Server administrator if you are unsure.
If you have access to the PTZ controls within EdgeVis Client but still cannot control PTZ, please follow the steps in the I can't add my camera to my encoder section above to continue troubleshooting.
I can’t use the PTZ pre-sets on my camera
The first thing to check in this case is that your EdgeVis Server user account has permission to call/configure PTZ presets on the encoder. If you do not have permission the PTZ presets icon in EdgeVis Client will be greyed out. Please check with your EdgeVis Server administrator if you are unsure.
If you have access to the PTZ presets within EdgeVis Client but still cannot add/call presets, please follow the steps in the I can't add my camera to my encoder section above to continue troubleshooting.
I can’t get my encoder to record video footage
If your encoder is not recording archive footage you should access its local web configuration interface and check the Recording storage page. This page will indicate the current recording status and highlight any issues which are preventing the encoder from recording (for example, the encoder's storage device has been removed). For more details please refer to the following article: How do I configure recording of the video feeds and manage/erase storage devices?
I can’t see any recordings in EdgeVis Client
The first thing to check in this case is that your EdgeVis Server user account has permission to access the archive footage on the encoder. If you do not have permission the archive icon in EdgeVis Client will be greyed out. Please check with your EdgeVis Server administrator if you are unsure.
If you are able to access the archive dialog in EdgeVis Client but this displays "no recordings available" as pictured below, you should verify that archive recording is enabled on your encoder which can be achieved by accessing Action -> Change remote recording.
If the issue persists after enabling recording on the encoder you should follow the steps in the I can't get my encoder to record video footage section above to continue troubleshooting.
