Troubleshooting and Maintenance

Most of the troubleshooting and remedies below can only be performed by the system administrator.

No Video Playing

  • Verify encoder’s hostname/IP address for each stream/channel

  • Verify accessibility to media streaming ports 5502 or 4504 and 8001

  • Test and Preview Encoder in Encoder list (see Frontend Encoders 5.4) to verify the encoders are running and connectivity to them

  • Verify if Observer Encoder and Observer Streamer services are running on Probe server

Internet Explorer Issues Due to Skype Add-ons

There have been browser issues related to Skype add-ons. To disable the add-on in Internet Explorer:

  • Go to Tools; Manage Add-ons

  • Insure “Toolbars and Extensions” are selected

  • Scroll down to Skype add-ons to disable these

Exporting Video Clips

When there are problems exporting and downloading video clips:

  • Reinstall player under Admin local account

  • Clean IE temporary files

  • Check the version of Windows Media Player installed; WMP 11 or later is recommended

  • Insure Time, Time Zone and Time Server are set properly on this machine

Client Machine Not Working

After an Observer software upgrade or when you notice inconsistent Observer Client behavior, Volicon recommends deleting the Temporary Internet files in Internet Explorer to insure the latest player will get installed.

Install Player CAB File

When a systems administrator needs to install Volicon players on multiple machines or the firewall blocks player download from the web server, it’s more convenient to work with installation cab file. You can download the cab file from the Observer Web server address: https://observer-url-addresss/observer.cab

When the download completes, double click on the cab file and accept the player prompts to install the Volicon media player.

How to Remove Volicon Media Player from a Client PC

To remove the Volicon media play from a client PC, go to Control panel → Programs and Features (Windows 7), then remove the “Observer Media Player”.

License Problem Sources

To keep the Observer license valid, avoid the following changes to the Observer system:

  • Enable/disable or change any onboard hardware devices since license was applied

  • Install any additional hardware or software components

Support Portal

If you need support from Volicon, please fill out a request for service at our support web page http://www.volicon.com/index.php/support/. In response a case ticket number will be opened with a specific tech assigned to help with the issue. Then every time you email or call back please refer to this number until the case is closed.