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Cannot View Video - Troubleshooting Guide
Enable Camera Ports
Compliant Browsers
Enable and Accept Plug-ins
Javascript Enabled
Warning Message - Transmission Protocol Changes
Poor Video Quality
Black Screen Instead Of Video
Take Control Button Does Not Work
Cannot Connect Server (Fail To Connect) Message
Error 800c0005 Message
Windows XP Service Pack 2 video does not display
Q: Cannot View Video - Troubleshooting Guide
How do I view video?
A:
You are having trouble viewing video. Please read and follow carefully all of the support items listed in the Systems Requirements section of the Frequently Asked Questions (FAQ) area.
The most common cause for not being able to view video is firewall/router settings within your place of business. Check with your network administrator to make sure the ports listed in the Enable Camera Ports article are open.
Q: Enable Camera Ports
Which ports do I need open in my firewall/router in order to view high resolution video?
A:
Many routers and firewall programs will limit the number of open ports that your computer uses for communication. Our cameras use a combination of ports in the following ranges: Ports 80 through 99, ports 5001 through 5019, ports 6001 through 6019, and ports 7001 through 7019. Please make sure these ports are open or you may have problems viewing video.
Many businesses have made it common practice to disable ports that are not needed for everyday business use. Check with your network administrator to make sure these ports are open if you are not able to view video from within your place of business.
If you have a personal firewall program running, make sure the ports are not blocked. You may wish to temporarily disable your personal firewall program and attempt to view. A router may also be configured to block ports. You may wish to reset your router to the default settings if you are not sure how to configure ports within the router utilities.
Local ISP providers do not commonly block these ports. However, on occasion some local providers will block some ports. Check with your local provider to make sure the ports are open.
Q: Compliant Browsers
Which browsers are capable of handling high resolution video?
A:
Our cameras require browsers capable of handling MPEG 4 compression. At this time, Microsoft Internet Explorer 5.0 and higher for PCs supports this format. Mac users must view with low resolution because Internet Explorer and other Mac browsers do not yet support this format.
If you are running a PC with Windows OS, you may want to run a windows update by going to http://windowsupdate.microsoft.com. Not only is this good security practice, your browser will also be updated upon completion of all the steps and it will be compliant with the System Requirements.
Q: Enable and Accept Plug-ins
Are plug-ins required in order to view video?
A:
The camera video stream requires the download of a single plug-in on the first attempt for viewing video. Users should accept the download of the plug-in if prompted, otherwise video will not display. Make sure your browser is set to allow plug-ins to download and install. Also, make sure you are currently logged in with administrative rights to install programs.
Some firewall programs may also prevent the download of plug-ins. Please check your personal firewall to make sure it allows plug-ins or check with your network administrator as many businesses will prevent the download of plug-ins.
Q: Javascript Enabled
Does my browser require Javascript?
A:
Yes, javascript must be enabled in your browser in order to view high resolution video. You may wish to reset your browser default settings if you are not certain how to enable javascript. By default, Internet Explorer has javascript enabled.
Q: Warning Message - Transmission Protocol Changes
What do I do if I receive a warning message that reads Because The Connection Problem Of Network Environment, Transmission Protocol Changes To HTTP?
A:
This message may appear in slower network environments (such as dial up internet access). You may prefer to use Low Resolution viewing, but you may also click OK to the message and wait for video to display. It may take several minutes depending on network speed.
Also check to make sure you have all ports open as described in the "Enable Camera Ports" section.
Q: Poor Video Quality
Why are my video images choppy?
A:
You may be using a slower internet connection while attempting to view high resolution video. Dial up access has limited bandwidth necessary to view streaming video. You may prefer to use the Low Resolution option instead.
Q: Black Screen Instead Of Video
Why do I see a black box instead of my video?
A:
A black box indicates that video is working correctly. It usually means the lights are out in the camera location or something is blocking the view of the camera. The time is displayed on the camera view so you may tell if it is nighttime.
Q: Take Control Button Does Not Work
Why doesn't the camera controls box show up after I click Take Control?
A:
Check to make sure the camera controls box is not opened in another window and is minimized.
A Pop-Up blocker program may also be enabled on your machine. Disable any pop-up blocking programs such as a personal firewall or third party toolbar program (ie., Google or Yahoo! toolbar).
You must also have javascript enabled, which is required for viewing video also.
Q: Cannot Connect Server (Fail To Connect) Message
What should I do if I receive a message that says Cannot Connect Server or Fail to Connect Server?
A:
In certain circumstances, you may see a message that says Cannot Connect Server or Fail to Connect Server. This may occur on your first attempt to view video shortly after you attempt to download and install the video plug-in.
Attempt to view video again. Sometimes this message will appear a single time on your first attempt. It is caused because the plug-in is still installing while you are trying to view video. Click OK to the message and wait about 15 seconds. Video will begin to display after the plug-in has enough time to install.
Q: Error 800c0005 Message
Why do I receive an Error 800c0005 message?
A:
The camera is currently unavailable. Please contact Support directly via email or phone. It may be the camera became unplugged or a power outage occurred.
Q: Windows XP Service Pack 2 video does not display
Why can't I view video in Windows XP with Service Pack 2?
A:
Windows XP Service Pack 2 increases security requirements automatically upon installation. Open Internet Explorer and go back to the high resolution video page for the camera.
At the top of the screen, click the link to the message that reads "This site might require the following ActiveX control..." Click Install ActiveX control. In the Security Warning window click Install. Once the installation is complete, refresh your browser and attempt to view again.
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