Phenomenon
| Causes and countermeasures
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Have no live images
| When you hover the mouse cursor over the target camera in the image display area, a tooltip will appear. Please check the message shown.
If messages such as “Waiting to receive image.” “number of users exceeded error” or “Start request failed, will resend after 10 seconds.” are displayed and the video does not update in the Operation Monitor, please perform “Restore Screen Network Connection” (selectable from the right‑click menu).
If the same condition persists in the Live Monitor, perform “Restore All Screen Network Connections” (also available from the right‑click menu).
Note:
When you execute “Restore Screen Network Connection” or “Restore All Screen Network Connections” the video display area will turn white for approximately 20 to 40 seconds. After that, the system will automatically attempt reconnection, and the live video will be displayed again.
If the message “Connection is failed to Server, will resend after 10 seconds.” is displayed, the communication environment is not suitable for using the PC Viewer.
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Remote Monitoring cannot be accessed. Move the mouse to the camera in the image placement area to display tip help. Check the message and contact the administrator.
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The target camera is connected to TURN. Images cannot be displayed by TURN connection. Change the connection environment.
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Depending on the network environment or the load on the equipment, the image may not be displayed due to a temporary failure to connect to the equipment. Please wait for a while.
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Firewall exception may not be set.
Follow the procedure below to set firewall exceptions.
☞3.8 Exceptional settings of Windows Firewall
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Live images and display dates are no longer updated
| Communication between the recorder and the camera may be cut off or communication may be impossible. Check the connection.
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Depending on the network environment, packet drops that occur frequently may not be updated. "Image reset" on the right click may improve.
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No image is displayed in sequence
| This may occur during the execution of the sequence of H.264 and H.265 images. Set the refresh period of the camera to 1 second.
For the refresh period setting, refer to the camera operation manual.
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If the load on the connected device is high, the sequence image may be black.
Increasing the sequence display interval may improve symptoms.
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Delay in switching or missing part of the image in sequence
| This phenomenon may occur when audio is used during the sequence.
Turning OFF the sound improves.
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The camera cannot be operated.
| Your device may not be compatible with the function. Confirm that your device supports the function.
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Confirm whether the camera you are using is compatible with the following.
☞1.4.2 Compatible camera (direct connection)
In the case of a camera that is not supported, the common function may operate normally with the compatible camera, but some of the functions may not work. Unsupported cameras may be officially upgraded to this software in the future. Read the support page of this software and update it to the latest version.
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The selected image is not a live image.
Check that [LIVE] is displayed on the status bar.
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Dragging an area while it is displayed on a multi-screen display switches to one image.
| Depending on the OS version and operating environment, the mouse may not work properly. In such a case, double-click the target area once to display one image or restart the software to improve the symptoms.
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In the image areaSingleClick to switch between multiple images and one image.
| The operating system may not work properly depending on the version and operating environment of the OS. In this case, double-click the target area to switch between multiple images and one image.
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Hide the Timeline
| This can be an interval where data acquisition has not been completed, such as the latest time.
After a certain period of time, check the display again.
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There is a possibility that the recording time is shorter in the event recording near the data acquisition timing.
This may be displayed by initializing the timeline data.
Note, however, that it will take some time for the timeline to appear when it is formatted.
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The amount of data in the timeline can exceed the OS limit.
If the number of events is large, change it to a schedule recording.
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Become black during playback
| When playing on multiple screens, black pictures may appear.
Click Play.
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The power to the recorder may have been turned off.
Turn on the power to the recorder and make sure that it has been successfully activated, and then click Play.
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Depending on the operating environment or network environment of the recorder, playback may take some time. Wait for a while or repeat the regeneration operation.
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Multiscreen playback is not synchronized.
| Multi-screen playback of images with different edges is not synchronized. Synchronize images with the same recorder. However, when playing at high speed, synchronization may be misaligned. In that case, click the Play button.
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Download impossible
| The amount of free space on the disk specified as the destination for saving the downloaded file may be small.
Ensure free disk space.
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The disk to which the download file is saved may not be written.
Allow the disc to be written.
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The path of the file that you specify as the destination for the downloaded file may be too long.
Check the path length of the file to make it 250 half-pitch characters or less.
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Due to network environment, recorder load, etc., it may not be possible to temporarily connect to the recorder and download it. Please wait for a while.
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When downloading from a direct connection camera, the download will fail if the image is live or played back. In this case, clear the corresponding image.
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Downloaded files cannot be played.
| The file may be corrupted.
Download it again and play it.
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During download, the recorded data may have been erased by the recorder at the download destination.
Check the recorder and download it again before playing it.
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If the image format is H.265, Media Player cannot play. Play using another player such as VLC media player.
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Play back the downloaded file and the picture becomes black
| The PC display adapter driver may be old.
Update the driver for the display adapter.
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When H.264 and H.265 images are displayed in multiple screens, multiple camera images are switched to be displayed in one image display area.
| This may occur due to the combination of the display adapter and driver on the PC.
When this phenomenon occurs, first update the driver of the display adapter to the latest version.
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Delays or stops image display (worsens PC operation)
| Performance settings might not be set to the appropriate value.
Change the maximum image update rate to the appropriate value in the system screen performance on the setting screen.
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The specifications of your PC may not meet the recommended operating environment.
Check the recommended operating environment.
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The bit rate setting per client of the camera that distributes H.264 and H.265 may not be suitable for the CPU performance of the PC.
Check the recommended camera settings when using H.264 and H.265 images.
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The load on the connected device may be high.
Reducing the load on the connected device may improve the condition.
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When a high frame rate image of 60 fps is displayed on a full screen with a full HD or higher display, the image may be delayed.
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Image display is a cock.
| Depending on the camera type, camera setting, PC display setting, or network environment, image display may be caught. The bit rate may be reduced to improve.
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The operation of this application is slow.
| If the amount of alarm received increases, operation may be slowed down.
Check the [Alarm Link Mask Time] in [Event] and [Alarm Setting] and set [Alarm Link Mask Time] if it is set to [OFF].
Also, check that the setting of the device is not set to notify unnecessary alarm.
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Sound interruption and noise output
| If you are using the camera's pan tilt zoom operation or multiple users are accessing the camera, the sound may be temporarily interrupted or the noise may be output.
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Audio is not output. Sound is noisy.
| Sound function may not be used.
Select "ON" for "System"-[Drawing/Audio setting].
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The image placement area other than the upper left may be selected when the multi-screen display is displayed.
Select the image placement area in the upper left.
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In SD playback, recorded sound cannot be played. To play back the sound recorded on the SD Memory Card, download the recorded data. When the downloaded recorded data is played, the sound is played.
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The group/sequence set in the start monitor is not displayed. Part of the sequence step set on the start monitor is not displayed.
| When the number of screens in the group set on the start monitor exceeds the maximum number of screens, one screen is displayed in black. In the case of a sequence, the steps exceeding the maximum number of screens are skipped for sequencing. When all steps exceed the maximum number of screens, one picture is displayed in black.
Ensure that the number of screens in the group or sequence is within the maximum number of screens in each monitor.
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The camera title displayed in the Chip Help is different from the one registered.
| Some half-pitch symbols may not appear correctly.
Example&&"and"&If you continue to enter "&The message "is displayed.
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The image is visible when the PTZ camera is zoomed.
| The camera operates normally. The PTZ camera automatically adjusts the focus (focus) after the PTZ operation is completed. If you are drawing at a high frame rate, you may see it as it is.
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When click centering is used, the time from clicking on the image to starting to move is long.
| Double-clicking the mouse may be slow. Follow the procedure below to change the settings.
Click [Mouse] on [Control Panel]-[Hardware and Sound]-[Device and Printer], which is the Windows setting, to open the [Mouse Properties] window.
Increase the speed of [Double-click] on the [Button] tab.
Click 3. [Apply] button.
Click 4.[OK].
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The PC does not enter sleep mode (system standby or system DORMANT state). Alternatively, the live image may not be updated after returning from the sleep mode.
| This software may not enter sleep mode during operation.
The following phenomenon may occur after recovery from sleep mode.
・Live images are not updated.
・The sequence is not switched.
・The alarm notification message screen is not updated.
・Standard format conversion fails.
When using this software, set up the PC so that it does not enter sleep mode.
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The button name is out of the button.
| If the DPI setting on the screen is set to 120 DPI, the screen may not be displayed correctly. In the properties window, click the [Settings] tab, and click the [Advanced (V)] button to change the DPI settings.
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There is some characters.
| Existing Windows bugs can cause spoofing in certain environments. This may be improved as follows.
・You update your operating system to the latest version.
・Use the system file checker tool to repair missing or corrupted system files.
See the following websites for instructions.
https://support.microsoft.com/ja-jp/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system
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Live image update is unstable
Disconnect from the device
The downloaded image is not displayed correctly.
Image is not displayed, recorded, or played correctly.
| Network communication speeds of connected devices and HUB may not be the same (100MBASE-Tx Full and 100MBASE-Tx Half, etc.).
The network communication speed may not match depending on the HUB.
Set so that the communication speed of the HUB and the network communication speed of the connected equipment are the same.
It is recommended that the communication speed be set to 1000-FULL for 1000 Mbps compliant recorder PCs and HUBs and 100-FULL for non-compliant models.
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The orange frame is not switched to the selected area.
| Area cannot be selected by clicking the area (black band) in which the image is not displayed. Click the image.
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The image is located in the upper left corner.
| If "Display setting" is not appropriate, the image screen of this software may be abnormal.
Check the [Resize all items] items in [Control Panel]-[Customize Desktop]-[Display]. If you do not select [Small-100% (default) (S)], change to [Small-100% (default) (S)]. Alternatively, when [Make] is selected, change to [Make smaller]. After this change, it is reflected by logging on to Windows.
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Group cannot be registered
| The maximum number of registrations (400) is exceeded.
Delete unnecessary registration groups before registering.
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Sequence cannot be registered.
| The maximum number of registered items (20 items) is exceeded.
Delete the unnecessary registration sequence before registering.
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CPU or memory usage is too high.
| The process "audiodg.exe" might be consuming resources. Either of the following steps may improve the symptoms. However, the following screens may not exist depending on your PC.
[Part 1]
Click [Control Panel]-[Hardware and Sound]-[Sound] to open the [Sound] window.
Double-click [Speaker] on 2. Play tab to open the [Speaker Properties] window.
Open the 3. [Clarify Sounds] tab and check [Disabling Clarification of All Sounds].
Click 4. [Apply] button.
Click 5.[OK] button.
[Part 2]
Click [Device Manager] in [1. Control Panel]-[Hardware and Sound]-[Device and Printer] to open the [Device Manager] window.
Expand the sound, video, and game controllers, right-click the installed Audio device, and select Properties.
Open 3. [Driver] tab and click the [Driver Update] button.
Click 4. [Search computer for driver software].
Click 5. [Select from the list of available drivers on your computer].
Select 6. [High Definition Audio Device] and press the Next button.
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Delays in image display during use of hardware decoder (H.264 or H.265)
| The version of Intel HD Graphics may not support hardware decoding. Install the latest driver.
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This can be caused by a combination of video cards and displays. This may be improved as follows.
・You connect to another display.
・The decoding method (H.265) is changed to software. Select "Software" for "Decoding method (H.265)" in [System]-[Drawing/Audio setting].
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When multiple windows are displayed in duplicate, the display order changes automatically and the operation becomes ineffective.
| Error messages might appear at the bottom of the window.
Display the window that was displayed on the front of the screen again until the display order changes, and close the error message.
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Windows other than the operation monitor such as the live monitor are displayed at a different position from the previous one when using the multi-display.
| If the software starts or ends without the display being recognized by the OS due to power-off or cable disconnection of a display other than the main display, the display position of the window displayed on the display will automatically change to the main display.
In such a case, check the display's power supply and manually return the window to its original position.
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3DDewarp image is not displayed correctly.
| When the operation monitor is connected to the built-in video card, the image may not be displayed correctly depending on the type of video card. In this case, update the driver of the built-in video card to the latest version.
If this does not improve, connect the display showing the operation monitor to the external video card. Refer to the following graphics accelerator section for external video cards.
☞1.6 PC environment required
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The Software is forcibly terminated.
| When the security software is enabled, it may be forcibly terminated.
Configure the security software to exclude this software from scanning in anti-virus measures.
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The software may be forcibly terminated while the PC is running depending on the buzzer sound at event notification (alarm/fault notification) or voice function installed on the PC. In such a case, implementation of all of the following measures ①, ②, and ③ may lead to improvement.
①Change the audio driver (manufactured by Realtek) to the one attached to Windows standard.
②Stop Realtek Audio Universal Service and disable the startup type.
③Stop the Sound Research SECOMN Service.
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Remote Monitoring cannot be accessed.
| Please refer to "Notice" for possible maintenance of the Service. If there is no applicable maintenance information (or failure information), bring the mouse to the appropriate camera in the image placement area to display tip help. Check the message and contact the administrator.
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