Introduction
Issues may occasionally arise with Axis cameras, where the device appears online, and both HTTP and ONVIF connections display as green in the Camera settings, but the video connection is marked red on the Admin Portal. Even after resetting or rebooting the camera, the problem may persist. This video offline issue often relates to the activation of the Zipstream feature on the camera. The following provides a detailed approach to understanding and troubleshooting this issue.
Understanding Zipstream and GOP Interval
Zipstream, a technology in Axis cameras, optimizes video streams by dynamically adjusting the Group of Pictures (GOP) interval. In low-motion scenarios, the GOP interval can extend significantly, sometimes lasting several seconds or even minutes.
The platform requires two I-frames to initialize video streaming. If an I-frame is not received within a specified timeframe after connection initialization, the server assumes a problem and attempts to reinitialize the connection. This can lead to a loop where the camera reconnects after sending an I-frame, causing repeated connection resets.
Steps to Troubleshoot
Check the Zipstream Setting
Access the camera's Web UI.
Navigate to the **Stream** menu.
Review the current Zipstream setting. If set to *Medium* or higher, reduce it to a lower level or disable it entirely.
Adjust Zipstream and GOP Interval
Lower the Zipstream setting to decrease the GOP interval, ensuring I-frames are sent more frequently.
Disabling Zipstream entirely guarantees shorter GOP intervals, promoting consistent I-frame receipt.
Reboot the Camera
After making changes in the **Stream** menu, reboot the camera to activate the new parameters. While some adjustments apply immediately, rebooting ensures proper configuration.
Monitor the Video Feed
Observe the video feed after rebooting to confirm it is online and stable.
If the feed remains offline, repeat the steps and verify the settings are accurate.
Additional Tips
Network Stability: Ensure the network connection is stable, as frequent disconnections exacerbate I-frame-related issues.
Firmware Updates: Keep the camera’s firmware updated, as manufacturers regularly release updates to address bugs and enhance performance.
Troubleshooting video feed issues with Axis cameras using Zipstream can be complex, but a clear understanding of Zipstream and GOP intervals simplifies the process. Adjusting Zipstream settings, rebooting the camera, and ensuring a stable network can improve the reliability of the video feed and resolve related issues effectively.
Issue
Updating motion detection settings on a Uniview camera through the Admin Portal may not save correctly, even if the camera supports the ONVIF protocol. This issue often arises from the camera's detection mode configuration.
Reason
The problem is typically linked to the camera's motion detection being configured in Area mode rather than Grid mode within the camera's Web UI. Additionally, sensitivity may be set to a very low value. For Uniview cameras, the motion detection settings in the Events section under Rule Settings often default to Area, which is not ONVIF-compliant.
Furthermore, parameter names in the camera Web UI may differ from those displayed in the Admin Portal. For example:
The Sensitivity parameter appears in both interfaces.
Alarm ON and Alarm OFF in the Admin Portal correspond to Suppress Alarm and Clear Alarm in the camera Web UI.
The Object Size parameter in the Admin Portal is not available in the Uniview camera.
The Fix
The Area detection method does not comply with ONVIF standards, making it incompatible with ONVIF commands, unlike the Grid mode. Each detection mode on Uniview cameras has its own configuration file, and the camera defaults to the mode set in the Web UI. As a result, even if settings appear correct in the Admin Portal, the camera may send unexpected events due to mismatched configurations.
To resolve the issue:
Step 1. Log in to the camera's Web UI.
This can be done by accessing the Troubleshooting tab in Camera Settings and generating the public URL for the camera. Alternatively, use the camera's IP address to log in directly.
Step 2. Navigate to Setup > Events > Motion Detection.
Step 3. Under Rule Setting, change the Detection Mode to Grid from the drop-down menu.
Press the Save button to apply the changes.
Ensuring the detection mode is set to Grid resolves the issue by aligning the camera's configuration with ONVIF standards. Proper alignment allows the Admin Portal and the camera to function as expected without sending unexpected events.
1. Identifying Cameras Configurable Over ONVIF
Once a camera is integrated using either the P&P or ONVIF method, the Info Tab in the camera properties window will indicate which modules are available for ONVIF configuration. Camera models differ in their levels of ONVIF compliance, meaning some may support all modules for ONVIF configuration, while others may only support a subset or none at all.
2. Cameras Supporting ONVIF Configuration
For cameras that allow analytical modules to be configured via ONVIF, it is recommended to use built-in tools to adjust detection zones and sensitivity. This approach ensures consistency between the camera settings and the system's configuration. Aligning these settings is critical for accurate AI object detection, as it ensures the AI focuses on the correct areas within the image.
When motion detection is configured through the Admin Portal, the AI evaluates objects only when at least 25% of the object is inside the defined detection zone. For instance, features like Line Crossing or Intrusion Detection may appear greyed out in the portal if they are supported by ONVIF but currently disabled on the camera. These modules can be enabled directly from the camera's settings, but adjustments to object detection rules may be required to synchronize with the enabled module.
3. Cameras Lacking ONVIF Configuration Support
Cameras with limited or no ONVIF compliance for analytics can still be added using both P&P and ONVIF methods. However, the analytical modules for such cameras must be configured through the camera's native Web UI rather than the Admin Portal.
For these cameras, the entire frame is treated as the active detection zone, meaning any motion within the frame triggers an event. This reduces the ability to limit detection to specific regions, potentially increasing false positives. Motion detection is the only trigger option for such cameras, as other triggers will not activate AI-based object detection.
To configure motion detection:
Access the camera's native Web UI.
For P&P-added cameras, use the Generate URL button in the Troubleshooting tab. This creates a temporary link valid for 60 minutes. If more time is needed, generate a new link.
For ONVIF-added cameras, use the HTTP access URL in the Network tab of the camera properties.
4. Best Practices for ONVIF-Compliant Cameras
Configure camera-side analytics modules using the Analytics tab in the Admin Portal.
Define detection zones to minimize false positives outside the region of interest.
Adjust sensitivity to balance event detection and avoid continuous triggering. Optimal sensitivity varies by model, with values ranging from as low as 10% to above 90%, depending on the camera. Experimentation may be necessary to find the best value.
Ensure object detection rules align with the configured detector on the camera.
5. Best Practices for Non-Compliant Cameras
Configure motion detection directly through the camera's native Web UI.
Adjust sensitivity to achieve reliable event detection without excessive false triggers. Experimentation may be required to identify the optimal setting.
Set object detection rules to use motion detection as the primary trigger.
Following these practices ensures effective camera operation, whether the device supports ONVIF analytics configuration or relies solely on native settings.
Some cameras equipped with the "Illegal Login Lock" feature automatically lock themselves after several failed login attempts to protect against brute force password attacks. Once locked, even with correct credentials, access is denied for a predefined period, which can range from 15 minutes to several hours.
This feature can create complications when adding a camera to the Admin Portal. If the ONVIF user has not been set up correctly on the camera or if the wrong password is used, the camera may lock itself, preventing integration until the lock is cleared. Additionally, multiple connection attempts by the platform can trigger the lock, even after correcting the issue.
Steps to Address the Lock Issue
Prevent Further Locking
Disable the camera in the Admin Portal to halt connection attempts, avoiding repeated lockouts
1) If ONVIF User Is Enabled but Credentials Are Incorrect:
Disable the camera in the Admin Portal.
Wait for the illegal lock timeout period to elapse.
Use the Troubleshooting tab to update the password in the Admin Portal.
2) If ONVIF User Is Not Enabled:
Access the camera's Web UI and create an ONVIF user.
Reboot the camera to apply changes.
Open the camera settings in the Admin Portal and update the credentials.
3) Clearing the Lock:
Rebooting the camera can sometimes remove the lock.
If rebooting fails, perform a full factory reset.
Alternatively, wait for the lockout period to expire.
Disabling the Illegal Login Lock
Depending on the camera's brand and model, it may be possible to disable this feature.
For example, HikVision cameras offer specific steps to deactivate the Illegal Login Lock through their settings.
These steps help ensure smooth integration and operation of cameras in environments where the Illegal Login Lock feature is enabled.
Some PTZ cameras can produce false motion alerts during operator-driven movements. This occurs because the camera cannot distinguish between intentional repositioning and genuine motion within the scene. However, certain high-end cameras are designed with advanced capabilities to differentiate between the two, preventing false alerts during repositioning.
In the provided screenshot, stationary cars are incorrectly identified as motion events during PTZ operation. To minimize such false alerts, utilizing a high-end PTZ camera equipped with advanced motion detection technology is recommended.
Motion detection is activated when changes in illumination are detected for specific pixels. The sensitivity setting on a camera determines how easily it responds to these changes. Higher sensitivity allows even minor changes in illumination to trigger motion detection events.
Sudden changes in scene illumination, such as a lightning strike or vehicle headlights, can cause motion detection to activate even if no actual movement occurs. In response, the object detection algorithm analyzes the motion detection area, and if a significant portion of an object's illumination changes, the algorithm may classify the object as moving and report it through the smart analytics system.
To address this issue, switching from simple motion detection to Line Crossing or Intrusion Detection is recommended. These advanced detection modes are less affected by changes in illumination, reducing false triggers and preventing the misidentification of stationary objects as moving.
There are scenarios in which a camera works properly when accessed through its native interface, NVR, or another VMS, but fails to perform as expected or does not function at all on the Starllion Cloud platform. The following outlines some common situations where a camera might not behave as anticipated.
PTZ Controls Functioning on Web Interface but Not on Platform
Some camera manufacturers add extra security features to prevent remote control of certain functions. The camera’s default password must be changed through its settings to enable control via the Starllion Cloud platform. Alternatively, remote control of PTZ functionality can be allowed through the Advanced Security menu.
Masking on Analytics Does Not Work
Cameras lacking support for the ONVIF motion detection profile may show motion detection and other detectors as "Unavailable" in the admin portal. This means ONVIF configuration for the specified detector is not supported, and the camera must be configured through its native web UI. In such cases, the system processes the entire image, not the masked area, leading to object detection and reporting for any moving object in the frame.
Stream Resolution and/or Bitrate Different from Expected
The streaming configuration is based on the billing plan settings, but sometimes the camera may switch to a different quality setting. This often happens when the camera is connected to both an NVR and Starllion Cloud simultaneously. To avoid mismatches, ensure all services connected to the camera are configured to the same quality settings or use separate streaming channels for each service. If using an NVR from the same manufacturer, the camera may be set to a "Native" or "Private" protocol, causing the NVR to override the camera settings. Switching to ONVIF protocol ensures consistent communication between the Starllion Cloud and the NVR.
Stream Fluctuating Between High and Low Resolutions
Some camera models report unsupported resolutions over ONVIF, which can cause resolution changes every few minutes. This issue is often related to camera firmware bugs. Updating the camera’s firmware typically resolves this, but if no update is available, manually setting the camera to a supported resolution may be necessary, often with lower resolutions and/or frame rates.
Motion Detection Settings Not Saving to Camera
This issue occurs in cameras with separate configuration files for ONVIF and the UI. It can be identified when the camera prompts to select settings each time it is accessed in the admin portal. Firmware issues, such as mismatched parameter names or allowable ranges, can also contribute to this problem. If firmware updates are not available, experimenting with the camera’s settings may be needed to determine the correct limits.
Only 1080p or Lower Resolutions Available, Despite Camera Being 8 MP or Higher
Some cameras have a parameter, often called "Capture Mode," which determines the maximum resolution available. Different combinations of resolutions and frame rates are possible under different capture modes. To access the desired resolution, the appropriate capture mode must be selected in the camera’s settings. The admin portal will display all supported resolutions, so ensure the camera’s capture mode is set to allow the desired resolution.
This issue can occur when the default password on the camera has not been changed. The default password serves as a security measure to prevent unauthorized access to the camera's functions, especially in cases where users forget to update the password or are unaware of the security risks of leaving it unchanged.
When the default password is still in use, some or all remote-control features—such as PTZ, dual audio, and digital outputs—may be disabled until a more secure password is set.
Step 1: Change the Password
The first step is to change the default password to a more secure one to enable remote control features.
Step 2: Reboot the Camera
Reboot the camera after changing the password to ensure the settings are applied. Log in again with the new password to confirm the changes.
Step 3: Update the Password on the Starllion Cloud Platform
Update the camera’s password in the Starllion Cloud platform by accessing the camera settings and entering the new password.
Step 4: Test Remote Control Features
After saving the new password on the platform, try using the remote-control features again to verify that they are now functioning properly on the Starllion Cloud platform.
An error may appear after the push module is installed on the camera, indicating that the camera cannot function properly due to network access issues.
To resolve this, ensure the camera has internet access and can resolve DNS names by checking the following:
DHCP (Automatic IP) Mode:
If the camera is set to DHCP mode, verify that the assigned IP address has internet access. Adjust the IP address, if necessary, then reboot the camera after saving the new settings.
Static IP Mode:
If the camera is using a static IP address, confirm that the Default Gateway and DNS servers are correctly configured for the current location. Adjust settings if required and reboot the camera to apply changes.
IP Address Conflicts:
Ensure no other devices on the network share the same IP address as the camera.
Firewall Rules:
If there are firewall rules in place, make sure they are not blocking the camera. Allow all outgoing TCP traffic on port 443 to ensure proper communication.
Situation 1:
The final step of installing the push module involves verifying the camera’s network settings. If the camera is set to a static IP address with an invalid Default Gateway or DNS server, the error will occur.
To check the camera’s internet connectivity, go to System > Time and use the Sync with NTP server option. Enter a preferred NTP server, such as pool.ntp.org. If the test succeeds, the camera’s network settings are correct, and it can access the internet. If it fails, there may be issues with the camera’s network settings or firewall/router rules blocking access.
Situation 2:
If the camera has been used previously and has custom configurations or firmware, it may lack sufficient memory to install the push module. In this case, restoring the factory default settings is recommended. To reset the camera, go to **System > Maintenance**, select **Restore all settings to defaults without keeping current network and user settings**, and click **Default**.
Situation 3:
If the camera is connected to a network with a restrictive firewall, ensure that outbound traffic on port 443 is allowed for the camera’s IP address. Consult the router’s manual for instructions on how to configure this rule.
Some of the latest Uniview models are not yet compatible with the push installer app. Collaboration with the Uniview technical team is ongoing to finalize the integration process for the remaining models as quickly as possible. In the meantime, these cameras can be added using the ONVIF method or through the Gateway if port forwarding is not feasible at the camera's location.
If a Vivotek camera continues to list the push module application in the Applications menu but it is not functioning properly after a firmware upgrade, a full factory reset is required. To perform the reset, access the camera's web interface and navigate to the Configuration page. From there, open the Maintenance menu under System and click the Restore button.
This process will erase all configurations, including network, analytics, and video settings. Once the factory reset is complete, the camera will reboot and require reconfiguration. After configuring the network, video, user, and analytical settings to the desired values, reinstall the push module.
Certain Vivotek cameras do not respond to system requests to adjust the Bit Rate Control mode, remaining in a Fixed Quality profile. Additionally, Smart Stream settings on these cameras are not ONVIF compliant and must be manually disabled. The Smart Codec feature introduces variability in frame rate and I-frame intervals, which can lead to issues when attempting to view the camera's video stream.
This variability poses challenges because the browser requires the first I-frame to establish the video stream. If frame rates and I-frame intervals are inconsistent or lengthy, the browser may attempt to connect between I-frames and time out before the next I-frame is received. Longer I-frame intervals and lower frame rates increase the likelihood of a timeout, resulting in an error message instead of a successful video stream.
Even though it might seem like a logical step to use the lowest possible frame rate to reduce the bandwidth requirement of the camera, but this will actually result in an increase in the internet load. This is due to the specifics of the H.264 encoder, more specifically the GOP interval (Group of Picture or the distance between the I-frames). The majority of cameras cannot have a GOP of less than 5 frames, so at 1 FPS the GOP will be equal to 5 seconds, and this will mean that the camera will have a lot of "unused" bandwidth accumulated when the time comes to finally send the next I-frame. This results in a big spike in bandwidth every 5 seconds. The only potential benefit of 1 FPS would be the possibility of better image quality under certain low-motion situations but in most scenes, this will be indistinguishable from the 3 or 5 FPS stream. The actual average bitrate of 1 FPS vs 3 FPS would be practically the same, and often the 1 FPS would even run at a higher average bitrate because the camera's sensors are optimized to operate at higher FPS settings. The biggest issue of 1 FPS stream will be the spikes in bandwidth consumption. Every 5 seconds the 1 FPS stream will have a spike of 500+ Kbits vs 3 FPS which will have a spike between 160 and 180 Kbits under normal motion conditions and around 200 Kbits under low motion conditions. This is happening because the camera cannot accumulate a lot of bandwidth during the p-frame period since this period is 2.5 times shorter. This still holds true for even a 5 FPS stream, the increase in the average bitrate is minimal and the higher FPS results in a much smoother motion. Going higher than 5 FPS will result in an expected higher increase in the bandwidth requirement as is expected following the common logic.
and here is 3 FPS vs 5 FPS.
The P&P status of a camera varies based on its history and current state.
Assigned, not initialized:
Indicates that the camera has been added to a specific customer's account but has never been online. This often occurs when an integrator adds a new camera as a P&P device while the camera is not connected to the internet. The status will automatically update to "Connected" once the camera comes online for the first time.
Connected:
The camera is fully registered and either currently online or has been online at least once after registration.
Initialized, not Assigned:
Refers to a pre-registered camera. An integrator can register a camera in the system without assigning it to a specific customer. This is useful for maintaining a stock of ready-to-install cameras. Once installed, the camera can be assigned to a customer and a plan selected.
Ready:
A legacy status no longer in use.
Registered:
Another legacy status no longer in use.
If a P&P camera has been moved to a new location and is no longer functioning within the system, several factors should be reviewed. While the P&P integration method typically requires no adjustments when relocating the camera, some situations may necessitate modifications.
For the push module to operate correctly, the camera must have internet access and be able to resolve DNS names. If the camera stops working after being moved, the following checks should be made:
If the camera is set to DHCP (automatic IP), ensure that it is assigned an IP address with internet access. Adjust the IP address, if necessary, then reboot the camera after saving the new settings.
If the camera uses a Static IP address, verify that the Default Gateway and DNS servers are correctly configured for the new location, making adjustments as needed. Reboot the camera after saving the changes.
Verify there are no IP address conflicts on the network. Ensure that the camera’s IP address is unique and not in use by another device.
Confirm that the network configuration is appropriate for the new location, and check for any firewall rules that might block the camera. If a firewall is in place, ensure that all outbound TCP traffic to port 443 is allowed for the camera.
When a push module has been installed on a camera, but it is not working, several troubleshooting steps should be followed. The exact procedure may vary depending on the camera model and manufacturer, but here are some general guidelines for initial troubleshooting:
Ensure the push module installation was successful.
For Uniview cameras:
A message indicating "Installation successful. The camera will now reboot" should appear. If this message does not appear, attempt to reinstall the push module. If the installation fails a second time, perform a factory reset of the camera, configure the network and time settings to ensure internet access, and try the installation again.
If the push module installation is successful but the camera status remains "offline," check the following:
Allow enough time for the camera to boot and initialize; this may take up to 10 minutes for some models.
Ensure the camera was restarted after the push module installation, as some models do not auto-restart after installation. A manual restart may be necessary.
Verify that the camera's network settings are correct, especially the Default Gateway and DNS server if using a static IP address.
Ensure no firewall or other device is blocking the camera from accessing the internet.
Confirm the camera is set to the H.264 codec with smart codec disabled.
For Axis cameras:
Check the push application status in the Apps menu (or Applications menu for older models).
The push module app should show a green dot and a "Running" status. If the dot is red and the status is "Stopped," select the application and click "Start."
Perform the same checks as for Uniview cameras: wait at least 10 minutes, restart the camera manually, verify network settings, and check for firewall or security rules blocking internet access.
Axis cameras also require a separate ONVIF user to be created.
For Hikvision cameras:
Check the Starllion Cloud application status under the Open Platform menu. The application should be installed and marked as "Running." If not, add the application and start it.
Similar to Axis cameras, Hikvision cameras require a separate ONVIF user to be created, and the ONVIF service must be enabled. Instructions for this can be found in the provided resources.
After setting up the push application and ONVIF user, try the following steps:
Restart the camera.
Wait at least 10 minutes.
Open the camera properties window and go to the Troubleshooting tab to allow automated troubleshooting to complete.
If the camera remains inaccessible and automated troubleshooting indicates that it is unavailable, check the camera's network and clock settings, firewall rules, and exceptions.
For other camera models:
Check the camera's network and clock settings.
Verify that a separate ONVIF user and service are enabled, if needed.
Restart the camera.
Wait 10 minutes and check for errors in the Troubleshooting tab.
If the camera is connected to another device or service, perform a factory reset on the camera and add it to the service first. Once it is fully operational, reconnect it to the other device or service.
At times, the video portal may show a camera consuming more bandwidth than the configured limit.
For some cameras, an image like the one on the left side of the screenshot above may appear. In this case, the camera seems to be consuming 2522 kbit/sec, which is three times higher than the configured limit in the Admin portal. However, there is no error in the camera settings, and all systems are functioning properly.
The reason for these high numbers is related to the data encoding and transfer mechanics. This situation is most commonly seen with cameras that have advanced encoding capabilities and are set to long I-intervals.
The high bandwidth consumption observed is momentary rather than continuous. As shown in the right image, the same camera consumes only 13 kbit/sec just moments later.
This variation is primarily due to the mechanics of the H.264 codec. When the camera sends an I-frame, the consumption is high. However, when there is minimal movement in the frame, the camera only transmits data about the changes in the image (P-frames), which are much smaller.
The amount of bandwidth available for the next I-frame is determined by the I-frame interval, which dictates how long the camera will send only P-frames.
For example, if the I-frame interval is 2 seconds and the total P-frame consumption during this period is 100 kbit, the camera will have the remaining available bandwidth for the I-frame. With a set bandwidth limit of 1 Mbit/sec, 1.9 Mbit will remain for the I-frame (2 seconds multiplied by 1 Mbit/sec, minus 100 kbit for P-frames), causing a spike in consumption in the Video Portal.
The graph above shows how the size of P-frames influences spikes during I-frame transmission. For Camera B, the average size of P-frames is larger than for Camera A, meaning less bandwidth is available for the I-frame. Consequently, Camera B experiences spikes that are slightly above the set target bandwidth. This behavior could be due to the camera’s encoding capabilities or increased motion in front of Camera B. Such behavior is normal and expected, particularly with H.264 and H.265 codecs.
Symptoms
After a firmware upgrade on the P&P camera, the camera appears offline in both the Admin and Video portals, although it functions correctly locally, and all settings remain unchanged from before the upgrade.
Cause and Solution
During the camera firmware upgrade, all applications are removed from the camera's memory. The Starllion Cloud push module is an application that must be reinstalled following the firmware upgrade.
In some cases, if the firmware is not fully overwritten—typically when the old and new firmware versions are from the same generation—the push module may remain in the applications and simply needs to be started.
Issue
The "ONVIF Authentication Failed" message appears when the provided user credentials do not match the camera's ONVIF user. This issue can also occur after locally reconfiguring the camera. Certain special characters such as ",", ".", "/", "@", "?", "#", "+", and "%" may cause ONVIF communication problems.
Resolution
If camera credentials were changed locally, open the camera's properties window and enter the new user credentials under the troubleshooting tab. For cameras added using the ONVIF option, user credentials can also be updated on the Network tab.
If integrating a new camera and the "ONVIF Authentication Failed" message is displayed despite entering the correct credentials, this indicates that the camera has a separate ONVIF user that must be enabled or created in addition to the administrator user used for accessing the camera’s web interface. This additional user is required for all Axis cameras, most Hikvision cameras, and may also be necessary for cameras from other manufacturers. For some manufacturers, enabling the ONVIF protocol may be required, but no additional user is needed. Refer to the manufacturer-specific user manual to determine the exact steps for enabling or creating the ONVIF user for your camera model.
Example Procedures:
Axis Cameras: Navigate to the System tab and select the ONVIF menu. From there, create a new user with administrator permissions.
Hikvision Cameras: Go to the Network menu, select Advanced Settings, and click the Integration Protocol tab. Check the box to Enable ONVIF, then click the Add button to create a new user with Administrator permissions.
Typical troubleshooting steps for the "Camera is offline" message in the Video portal or Admin portal will vary depending on the specific situation. Below are common scenarios, with the corresponding recommended steps:
"ONVIF Authentication Failed" message when adding a new camera with correct credentials
Some cameras require a separate user for web access and ONVIF access.
ONVIF (Generic) camera stopped working, with no changes made and a good internet connection at the installation site
The IP address for the camera's installation location may have changed. Update the camera's IP address under the Network tab to the correct address. Consider using dynamic DNS services or requesting a static IP address from the internet provider to prevent such issues.
Camera works with ONVIF but not P&P, even though it’s a supported model and the push module status is OK
Ensure the camera has internet access. Check for errors in the camera's network configuration and verify the camera's clock settings. Some models cannot resolve DNS names or access the internet if the time is incorrect.
P&P camera added but shows as offline, yet the web interface is accessible via the "Generate URL" button
Many cameras now require a secure password for remote connections. To resolve, close the camera properties window in the Admin portal and change the ONVIF user password on the camera. After creating a new password, reopen the camera properties and wait for the troubleshooting process to complete. The system will detect the incorrect password and prompt for new camera credentials. Enter the updated credentials and save. Reset the password and save it in the Starllion Cloud platform and enable the ONVIF user on the camera.
For Hikvision cameras with firmware version 5.5.0 or higher, it is necessary to ensure ONVIF is enabled in the camera settings before adding the camera to the platform.
To enable ONVIF:
Access the camera's web interface and navigate to the Network section.
Select Advanced Settings.
Click on the Integration Protocol tab.
Check the box to enable the ONVIF option.
Use the Add button to create a new user, preferably with the same credentials used to access the camera's web interface. Ensure that the ONVIF user is set to Administrator type.
Important: The default password should not be used, as the camera will not function with it.
Note: For some models, the authentication mode must be set to digest, while for others, digest/WSSE may be required. If the camera does not connect with the selected authentication mode, try changing it to an alternative mode.
Step 1: Gather Information About the Camera
There are many potential causes for a video stream issue, and a single solution may not address all scenarios. The first step in troubleshooting is to collect as much relevant information about the camera and the problem as possible. If a client reports that their camera has stopped working and provides an image of the Video portal with an error message, carefully read the contents of the message.
Step 2: Investigate the Issue
If the message reads "Camera is offline," it is likely a problem on the camera’s end.
If the message says "Camera is disabled," it indicates that someone with permission has disabled the camera in the Admin portal. Review the logs to identify who disabled it and when, and re-enable the camera if necessary. Re-enabling the camera can be done from the General tab in the camera's properties window within the Admin portal.
Step 3: Resolve the Issue
For the "Camera is offline" message, begin troubleshooting by opening the Troubleshooting tab in the camera’s properties window. Allow the system to detect the issue, which may take up to 2 minutes. Once the automated troubleshooting is complete, a summary of the issue will be displayed.
A Vivotek camera has been added as P&P and set to a fixed plan. According to the plan, the camera's bitrate should be capped at 700 Kbit/sec, but the average consumption exceeds 2 Mbit/sec.
What should be done?
The command sent to Vivotek cameras follows ONVIF standards; however, Vivotek cameras interpret the command differently and may set an incorrect bitrate control mode. To resolve this, the camera must be manually switched to the correct streaming mode.
Follow these steps:
1. Access the camera's web interface directly via the **Generate URL** button from the Troubleshooting page in the Admin portal.
2. In the camera’s web interface, navigate to the following sections:
Configuration page
Media menu
Video section
Stream tab
3. Click on Video settings for stream 1 to adjust the settings for the first stream profile. If a different profile was used in the Admin portal, select the corresponding channel.
4. Enable the Constrained bit rate option. This will limit the camera's bitrate, replacing the "Fixed quality" settings that may have caused higher data consumption, though this may reduce image quality.
5. Set Maximum bit rate to Customized and input the appropriate value according to the plan settings. If an incorrect value is entered, the encoder will override the settings and revert the camera to the "Fixed quality" mode.
6. Save the settings to apply the changes.