Troubleshooting

ffmpeg was not found

Recording and clip extraction need ffmpeg to be installed separately. Install it as described under Install. On Windows, put ffmpeg.exe in the decoder's install folder if it is not on the path. Live mode works without ffmpeg.

"no DataBorder data recovered"

The decoder read the file but found no DataBorder in it. Check the following:

• Was the DataBorder on? Open DataBorder on the camera. It must be enabled and the tags must have records.
• Is this the 1080p stream? The camera draws the DataBorder only on its native 1920 × 1080 stream. A recording of a lower-resolution profile has the overlay but no DataBorder.
• Is the ring cropped? The whole ring must be in the frame. A clip that was cropped, or a screen recording of a window that cut off the edge, has lost the data.
• Was it compressed too hard? Open the clip in the signal view to see the margin and the corrections.

Some frames are marked unrecoverable

Some frames decoded and others did not. This usually means that the stream profile or the recorder is compressing too hard, or that something is drawn over part of the ring. The findings in the signal view say which. See Recording for bitrate guidance.

Tampered or gap on a genuine clip

A gap at the start or the end of a clip is normal. That is where the clip was cut. A tampered mark in the middle of a clip you exported yourself usually means that the export re-encoded the video and dropped or duplicated frames along the way. Export with stream copy instead, or cut the clip from the original in the decoder.

Values decode but the lanes have no names

The clip is too short to have seen the record dictionary in the carousel, and it has been filed under a camera named "unknown". The names arrive within a few seconds of stream, so cut a longer clip.

The application quits after opening

The decoder runs a local service on port 8323. If another program, or a second copy of the decoder, is already using that port, the service cannot start and the application quits. Quit the other program and try again.

Going live fails

• "RTSP connect failed" or authentication failed: check the address in a media player first, and check the user name and password.
• "stream is … live decode currently requires 1920x1080": the profile you connected to is not the camera's native resolution. Use the 1080p profile.
• "SDP has no H264 video": the profile is set to H.265. Live decoding supports H.264 only. Switch the profile, or choose another one.
• The picture breaks part-way through a session after a message about SPS or PPS changing: the camera changed its encoder settings while streaming. Stop and go live again.

The live signal view is empty

The signal lane streams only while a session is running and this page is open, and it holds the last five minutes. If you join a session part-way through, the lane shows data from that moment on.

Full history is empty

The camera sends its stored history only when Full history in stream is turned on under DataBorder, and a clip must be long enough to carry at least one complete chunk. For a live session, the full history appears after you stop.