VGADVI Recorder Pro User Guide
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Troubleshooting

Use the follow table for help if you are experiencing problems or unexpected behavior from your VGADVI Recorder Pro.

ProblemAction(s) to Resolve
4K features not working The most likely problem is that the 4K Feature add-on is not activated. You can lean more about activating this feature here: 4K
Not sure if the connected video inputs are being captured.

Check each source's input from the source preview in the Admin panel.

OR

Check the Dashboard interface in Epiphan Live. See Monitoring video and audio sources.

No sound is coming from an audio source.

Verify that you are using the correct audio input by following the steps in Configure encoding .

OR

Check the audio meter from the Dashboard view in Epiphan Live. See Monitoring video and audio sources.

Captured SDI audio contains audible "clicking" sound or other audio distortions upon playback.Ensure audio sample rate is set to 48 kHz. Lower sample rates (i.e. 32 kHz and 44 kHz) can sometimes cause audio distortion.
Timestamps between VGADVI Recorder Pro and an RTSP source are not synchronized.Reconnect your RTSP source to reset desynchronized timestamps. Verify that you are using a local NTP server on your VGADVI Recorder Pro as a time synchronization server for your RTSP source. See Configure synchronized time (NTP, PTP v1 and RDATE).
Too much noise is present in the audio output.Modify the Input Amplifier Volume parameter in the Audio menu. Start with setting it to 40% and reduce until the noise is no longer present. See for details on this setting.
Image quality is poor or insufficient.

The following tips can help improve image quality:

  1. Ensure the source resolution is used as the output or recorded resolution. Up-scaling and down-scaling can affect picture quality.
  2. Increase the Bitrate value and/or decrease the Limit frame rate value in the Encoding menu. See Configure encoding .
Frames per second are lower than expected.

The following tips can help improve frames per second (fps):

  1. Increase the Limit frame rate value and/or decrease the Bitrate value in the Encoding menu. See Configure encoding .
  2. Reduce the number of actions happening simultaneously on the system (i.e. if streaming, recording, and copying files, consider waiting to copy files until after streaming and recording are complete).
  3. Enter a low negative value (i.e. -5) in the Frame Grabber's Vertical Shift field.
  4. Reduce the number of channels encoding data.
  5. Ensure the hardware-accelerated H.264 encoding preset is chosen for all channels.
Stream won't play in my media player or browser.

Verify that the Stream Type matches with the media player used and that you have the correct url or SDP file for the player. See Stream content using HTTP or RTSP and Stream to a media player or smart TV.

If you still cannot see the stream, try disabling your local computer firewall.

If the issue is still not resolved, contact Epiphan Support at support@epiphan.com.

The stream interrupts or the image breaks up.

The following tips can help diagnose image problems:

  1. Ensure the source resolution is used as the output or recorded resolution. Up-scaling and down-scaling can affect picture quality. Configure encoding .
  2. Increase the Bitrate value and/or decrease the Limit frame rate value in the Encoding menu. See Configure encoding .
  3. Check network settings including filters, routers and application settings. Packet loss can result in stream failure.
Recording issues.If recording will not start, check the Disk Status Information to see if the system is out of disk space. See Check disk storage space and Recorded files/* */ (function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){ (i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o), m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m) })(window,document,'script','//www.google-analytics.com/analytics.js','ga'); ga('create', 'UA-116615-1', 'auto'); ga('send', 'pageview'); /* */Start hereProduct overviewAV inputsWhat's in the box?Tech specsQuick startRelease notesWhat's new in Release 4.0.2Limitations and known issuesEpiphan LiveAccessing Epiphan LiveStreaming, recording and monitoring using the Dashboard interfaceUnderstanding the Dashboard interfaceConfiguring Dashboard panels for visual confidence monitoringMonitoring video and audio sourcesControlling streaming and recording using Epiphan LiveLive switching using the Switcher interfaceUnderstanding the Switcher interfaceSwitching while live streaming and recordingSetupThe Admin panelConnect to the admin interfaceConnect using DNS discoveryConnect using Epiphan's discovery toolConnect using a static IP AddressUser administrationUser types and privilegesSet or change user passwordsRemove user passwordsOvercome lost passwordsConfigure LDAPChange the logged-in userRestricting Viewers by IP AddressView system informationConfigure network settingsVerify IP address and MAC addressConfigure DHCPConfigure a static IP addressTether to a mobile networkNetwork ports used byPerform network diagnosticsConfiguration presetsOverviewConfiguration groupsCreate a configuration presetExport and import configuration presetsApply a configuration presetFactory default configuration presetUpdate a configuration presetDelete a configuration presetConfiguration preset considerationsConfiguring date and timeVerify date and time settingsUsing networked time serversManual date and timeChange the time zoneLocal NTPCaptureWhat is a channel?ChannelsCreate a single source channelCreate a multi-source layoutCustom channel layout editorCustom channel examplesCreate a custom channel or layoutAdd a video source (custom channel)Add an audio source (custom channel)To upload an imageAdd an image (custom channel)Add a text overlay (custom channel)Set the background color (custom channel)Resize and position layout items using percents (custom channel)Rename a layout (custom channel)Delete or move a layout (custom channel)Delete an uploaded imageConfigure encodingAdd channel metadataAdd channel metadataTo remove metadata from a channelPreview a channelRename a channelDelete a channelLive video mixing / switchingWhat is a source?SourcesConnect a sourceConnect an RTSP sourceList of tested RTSP-based IP camerasPreview a sourceConfigure a sourceAdd a no signal image to a sourceRename a sourceControl audio volumeTroubleshootRemove black bars (matte) from the videoForce the capture card to use a specific EDIDUnstretch the output videoVideo not centered (VGA sources only)Remove the combing effect on imagesVideo looks squished (VGA sources only)Video too bright, too dark or washed out (VGA sources only)StreamWhat is streaming?Supported streaming formatsStream to viewersStream content using HTTP or RTSPConfigure HTTP and RTSP streaming portsStream content using HLSSend stream URLs to viewersView the Flash steramViewing with a web browserViewing with a media player (RTSP)Disable (and enable) streams for viewersRestrict access to streams for viewersRestrict viewers by IP addressStream to a serverStream to a CDNStart and stop streaming to a CDNTo stream content to a CDN using RTSP announceTo stream content to a CDN using RTMP pushStream to a CDN using an XML profileStream to Wowza Streaming CloudStream to Original LivestreamTest using Epiphan TV CDNStream content using multicastMPEG-TS streams using RTP/UDP pushMPEG-TS streams using UDP pushMulticast streaming using RTP/UDPStream to a media playerStream content using multicastMPEG-TS streams using RTP/UDP pushMPEG-TS streams using UDP pushMulticast streaming using RTP/UDPViewing with Session Announcement Protocol (SAP)Stream content using UPnPEnable UPnPDisable UPnPViewing with UPnPPlay directly to a media playerAuto-restart playback to a UPnP deviceChange UPnP device nameSamples of stream settingsRecordWhat is a recording?Recording basicsControl recordingRecord a channel via Epiphan LiveConfigure recording file sizeControl recording with a mouseRestart recordingRecordersAdd a recorderConfigure a recorderRecord a recorderRecord a recorder (using Epiphan Live)Rename a recorderDelete a recorderRecorded filesView list of recorded filesDownload recorded files manuallyExtract tracks from a recordingRename recorded filesDelete recorded files manuallyFile and recording transferConfigure the files included in AFUEnable and configure the frequency of AFUAFU to an FTP serverAFU using RSyncAFU using CIFSAFU to a secure FTP serverAFU using SCPAFU or copy to USB driveView the AFU logManage the AFU queueUse the Local FTP ServerConfigure the local FTP serverUsing the local FTP ServerMaintenancePower down and system restartBackup and restore configurationRestoring factory device configurationFirmware upgradeSupportStorage disk maintenanceThird party integrationControl with RS-232 / serial portControl with HTTP commandsConfiguration keys for third party APIsTroubleshootingAppendix A: Previous releases & featuresTerms and conditionsSoftware and documentation licenseFeedback and supportAll FilesVGADVI Recorder Pro User Guide You are here: Record > Recorded filesRecordWhat is a recording?RecordersRecorded filesView list of recorded filesDownload recorded files manuallyExtract tracks from a recordingRename recorded filesDelete recorded files manuallyFile and recording transferUse the Local FTP ServerRecorded filesRecordings you make of channels or with recorders are stored on the system's internal hard drive. The VGADVI Recorder Pro has a finite amount of available hard drive storage space. Though it is enough space to hold a lot of recordings, it will eventually run out of space if recordings are added but never removed. When this happens, the system deletes the oldest recorded files to make room for new recordings.You can use a variety of methods to automatically transfer files from the system to local network storage. Alternatively you can manually select individual recordings to transfer or delete. Copyright © 2017 Epiphan Systems Inc./* */$(document).foundation();/* */.
Firmware upgrade fails.Reboot the system and try again. If the problem persists, contact Epiphan support at support@epiphan.com.
Certain Media players won't play encoded videos but others will.

Depending on the media player used, there could be different issues, including:

  1. On Windows 10, the Movies & TV app sometimes fails to playback MP4 files with MP3 audio: try changing your MP4 audio encoding to AAC.
  2. Streams and recordings at very low frame rates (e.g. 1 fps) are not playable in VLC media player, use Windows Media Player and Quicktime Player instead.

Copyright © 2017 Epiphan Systems Inc.