User`s manual

User’s Manual v.13 QVidium

H.264 HD Video Codecs™

Technologies, Inc. Page 49 of 67

Troubleshooting & Support

The H.264 HD Video Codec™ includes a number of features to aid in system security and

logging.

12.1 Troubleshooting – Common Problems

In general, if you are having trouble with getting video from the encoder to the decoder, follow the

following procedure:

1. Check the Encoder Status page for a valid bitrate to make certain that the encoder is

running. If not, please check the video input or the Diagnostics page for SDI input, or click

on Show Log and e-mail the log output to us at info@qvidium.com along with your phone

number or Skype ID so that we can contact you.

2. Delete your current profiles and start with the Default settings on the encoder and

decoder and avoid changing any Advanced Settings.

3. Try sending a copy of the encoder stream to a local PC running VLC (on a local area

network, not over the Internet).

If this does not help, or for other problems, please see below:

No response from web browser or cannot ping system

1. Make certain that device is powered on and connected to your network.

2. Check that green LAN light in front is lit and link light at RJ-45 port is on.

3. Make certain that device is on the same subnet as the computer you plan to connect to.

(Either use a cross-over Ethernet cable to connect directly to the computer or connect

through the same switch as your computer.)

4. Use QVidium’s CodecManager application to find IP address of system and to confirm that

Codec is online. You can download CodecManager from QVidium’s Download page

(http://www.qvidium.com/), click on Downloads, and scroll down to the QVidium Codec

Management Software section. Download and install the file: QVidiumCodecManager-

X.msi (X is the current version number). If that fails to locate your Codec, then try the other

LAN port. If still not seeing the code, then continue to step 5.

NOTE: CodecManager requires that any intermediate switches or other network

equipment between your PC and the QVPRO Codec must pass Ethernet Broadcast

packets. (If not, then you can try using a cross-over Ethernet cable and connecting the

QVPRO codec directly to the PC. If CodecManager still does not appear to find the

QVPRO-Codec, even after selecting the correct Network Interface (if not grayed out) and

clicking on the Discover button, and you are certain that the switch passes Ethernet

broadcast packets, then try the other LAN port. By default, the QVPRO codec will output

broadcast Ethernet packets back to CodecManager on LAN1. However, these multicast

discover packets may go out on LAN2 if selected as the multicast interface.

5. Open a shell window (On Windows™ select “Start/Run…” and type “cmd”).

6. Clear the ARP cache by typing “arp –d” and hit Enter.