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 log into the web interface on my encoder
If you are unable to access your encoder's local web interface on its configured IP address (or if the IP address is not known) a factory reset should be performed which will revert the encoder's network settings to the default values and revert the password to the default value ('password').
Once the reset is complete you should then be able to log in by accessing the encoder on the LAN port using its default IP address. Default IP addresses can be found in the Hardware Installation Guide for your encoder model.
I can't get my Wireguard VPN to connect
For troubleshooting information regarding the Wireguard VPN please refer to the following article:
Enabling Wireguard VPN (link TBC)
I can’t get my modem to connect
Firstly, ensure that the cellular antennas supplied with your encoder are securely connected.
If the encoder still fails to connect you should access the modem's settings page via the Communication settings page of your encoder's local web interface and perform the following:
Verify that the modem's configured APN details are correct
Check if the modem connects when configured to use a preferred network technology (4G Only/3G Only/2G Only)
Note that some SIM cards require a specific network technology to be selected instead of the default ('auto') option.
Try another SIM card with this encoder to rule out any SIM-specific issues e.g. poor signal quality.
I can’t see my encoder in the Client
Firstly, verify that your encoder is online, which you can do from the EdgeVis Server Web management portal. If it is not online then please rectify this and try viewing it from your Client again.
If it is online and you still cannot see it, then please ensure that you have the correct permissions applied to the account you are using to access EdgeVis Client and that these allow you to view your encoder. Have a look at the Roles and permissions section of the EdgeVis Server Setup Guide for further information.
I can’t connect to my encoder with Local Viewer
In order to connect to your encoder with Local Viewer you will firstly need to enable the Local Viewer service on the encoder by following the steps in the article How do I enable Local Viewer access and RTSP output streams?
You should then follow the steps in the EdgeVis Local Viewer User Guide to connect to your encoder.
I am unable to get my encoder to connect to my server
From the Server Settings section of the encoders local web interface, ensure that you are using the correct server address, encoder name and password when attempting to connect your encoder to the server.
You should also ensure that you have set up valid server communications before attempting to connect to your server.
Note that the following ports need to be opened on any firewall, and port-forwarded to the EdgeVis Server’s PC to allow encoders and viewers to connect to the EdgeVis Server:
EdgeVis Encoder and Client Ports
Port 9300 (UDP) – Encoder connection channel
Port 9300 + 9301 (TCP) – Viewer control channels (9300 unencrypted, 9301 encrypted
Port 2048 (UDP) – Viewer video channel
Further details of the firewall port requirements for connections to EdgeVis Server can be found in the Firewall ports section of the EdgeVis Server Setup Guide.