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Playback Troubleshooting

Overview​

This guide provides solutions for common video playback issues in GCXONE. Follow troubleshooting steps in order for best results.

Common Issues​

No Recordings Available​

Symptoms:

  • Timeline shows no recordings
  • "No recordings available" message
  • Timeline is empty or grayed out

Possible Causes and Solutions:

1. Recording Not Enabled​

  • Check: Recording status on device
  • Solution:
    • Access device web interface
    • Navigate to Recording Settings
    • Enable recording (continuous or event-based)
    • Verify recording schedule is configured
    • Save settings and verify recordings start

2. Recording Period Outside Retention​

  • Check: Recording retention period
  • Solution:
    • Verify retention period configured on device
    • Check if requested time period is within retention
    • Adjust retention period if needed
    • Check storage capacity

3. No Recordings for Selected Time​

  • Check: Timeline for selected date/time
  • Solution:
    • Verify recording schedule covers requested time
    • Check if device was offline during period
    • Look for recording gaps on timeline
    • Try different time period

4. Storage Issues​

  • Check: Device storage status
  • Solution:
    • Check storage space available
    • Verify storage device is healthy
    • Check for storage errors in device logs
    • Replace/fix storage if needed

Timeline Not Synchronized​

Symptoms:

  • Events appear at wrong times
  • Multiple cameras show different times
  • Timeline misaligned between cameras

Possible Causes and Solutions:

1. Time Synchronization Issues​

  • Check: NTP synchronization status
  • Solution:
    • Verify NTP configured on all devices
    • Check NTP server: timel.nxgen.cloud
    • Verify time sync is active
    • Manually sync time if needed
    • Restart device after NTP configuration

2. Time Zone Mismatch​

  • Check: Time zone settings
  • Solution:
    • Verify time zone configured correctly on devices
    • Check time zone in GCXONE matches devices
    • Update time zone if incorrect
    • Re-sync time after time zone change

3. Device Time Incorrect​

  • Check: Device system time
  • Solution:
    • Compare device time to accurate time source
    • Manually set time if significantly off
    • Enable NTP for automatic sync
    • Verify time after changes

Playback Won't Start​

Symptoms:

  • Playback button doesn't respond
  • Loading spinner appears but video doesn't start
  • Error message when trying to play

Possible Causes and Solutions:

1. Device Offline​

  • Check: Device status in GCXONE
  • Solution:
    • Verify device shows "Online" status
    • Check network connectivity to device
    • Ping device IP address
    • Restart device if offline

2. No Recordings for Selected Time​

  • Check: Timeline shows recordings
  • Solution:
    • Verify recordings exist for selected time
    • Check timeline for available recordings
    • Try different time period
    • Verify recording was enabled during that time

3. Network Connectivity Issues​

  • Check: Network connection to device
  • Solution:
    • Test network connectivity: ping <device-ip>
    • Check firewall rules allow playback ports
    • Verify RTSP/HTTP ports accessible
    • Check network latency and packet loss

4. Insufficient Permissions​

  • Check: User permissions
  • Solution:
    • Verify user has playback permissions
    • Check role settings in user management
    • Request admin to grant permissions
    • Try different user account

Poor Playback Quality​

Symptoms:

  • Video is pixelated or blurry
  • Low resolution playback
  • Poor image quality

Possible Causes and Solutions:

1. Low Quality Setting​

  • Check: Playback quality settings
  • Solution:
    • Increase playback quality in GCXONE
    • Change from Low/Medium to High quality
    • Disable adaptive quality if needed
    • Check device recording quality

2. Bandwidth Limitations​

  • Check: Available network bandwidth
  • Solution:
    • Check bandwidth availability
    • Reduce concurrent playback streams
    • Use Local Mode for on-site access
    • Increase network bandwidth if needed

3. Using Wrong Stream​

  • Check: Stream source selection
  • Solution:
    • Verify using primary stream (not sub-stream)
    • Check device stream configuration
    • Ensure recording uses high quality stream
    • Verify stream settings match requirements

4. Device Recording Quality​

  • Check: Device recording settings
  • Solution:
    • Verify recording resolution and bitrate
    • Increase recording quality on device
    • Check recording codec settings
    • Verify storage supports high quality

Frequent Buffering​

Symptoms:

  • Playback pauses frequently
  • Loading spinner appears often
  • Choppy playback

Possible Causes and Solutions:

1. Insufficient Bandwidth​

  • Check: Network bandwidth usage
  • Solution:
    • Check available bandwidth
    • Reduce playback quality
    • Limit concurrent streams
    • Use Local Mode if available

2. Network Latency/Packet Loss​

  • Check: Network performance
  • Solution:
    • Test network latency: ping <device-ip>
    • Check for packet loss
    • Optimize network routing
    • Check network equipment performance

3. Buffer Size Too Small​

  • Check: Playback buffer settings
  • Solution:
    • Increase buffer size in GCXONE settings
    • Adjust preload duration
    • Check device buffer settings
    • Restart playback after changes

4. Device Performance​

  • Check: Device resource usage
  • Solution:
    • Check device CPU/memory usage
    • Reduce concurrent operations on device
    • Restart device if overloaded
    • Update device firmware

Event Markers Not Showing​

Symptoms:

  • Timeline doesn't show event markers
  • Events not visible on playback timeline
  • Can't navigate to events

Possible Causes and Solutions:

1. Event Markers Disabled​

  • Check: Event marker settings
  • Solution:
    • Enable event markers in GCXONE settings
    • Verify event types are enabled
    • Check timeline marker configuration
    • Refresh timeline after enabling

2. No Events Recorded​

  • Check: Event forwarding configured
  • Solution:
    • Verify events are being forwarded to GCXONE
    • Check event configuration on device
    • Verify events occurred during recording period
    • Test event generation

3. Timeline View Settings​

  • Check: Timeline display settings
  • Solution:
    • Check timeline zoom level (may need to zoom in)
    • Verify marker density settings
    • Check if markers are hidden by view settings
    • Try different timeline view

Can't Export Video Clips​

Symptoms:

  • Export button doesn't work
  • Export fails or errors
  • Exported clips don't download

Possible Causes and Solutions:

1. Export Permissions​

  • Check: User export permissions
  • Solution:
    • Verify user has export/clip download permissions
    • Check role settings
    • Request admin to grant permissions

2. Export Settings Issue​

  • Check: Export configuration
  • Solution:
    • Verify export settings are configured
    • Check export format and codec settings
    • Verify storage location is accessible
    • Check export size limits

3. Storage Space​

  • Check: Available storage
  • Solution:
    • Verify sufficient storage space for export
    • Check temporary storage location
    • Clear old exports if needed
    • Increase storage capacity

4. Export Process Failed​

  • Check: Export logs/errors
  • Solution:
    • Check error messages for details
    • Try smaller export segment
    • Try different export format
    • Retry export operation

Multi-Camera Playback Issues​

Symptoms:

  • Synchronized playback not working
  • Cameras out of sync
  • Can't view multiple cameras together

Possible Causes and Solutions:

1. Time Synchronization​

  • Check: All cameras synchronized
  • Solution:
    • Verify NTP on all cameras
    • Check time alignment between cameras
    • Re-sync time on cameras
    • Verify time zones match

2. Playback Sync Settings​

  • Check: Synchronized playback enabled
  • Solution:
    • Enable synchronized playback mode
    • Verify sync settings in playback interface
    • Check playback controls are linked
    • Try re-selecting cameras for sync

3. Network Performance​

  • Check: Network handling multiple streams
  • Solution:
    • Check bandwidth for multiple streams
    • Reduce quality if needed
    • Use Local Mode for better performance
    • Limit number of synchronized cameras

Diagnostic Steps​

Verify Recordings Exist​

  1. Access device web interface
  2. Navigate to Playback/Recordings
  3. Verify recordings for specific time period
  4. Check recording schedule covers period
  5. Verify storage has recordings

Test Time Synchronization​

# Check device time
# Compare with accurate time source

# Test NTP connection
ntpdate -q timel.nxgen.cloud

# Check time on multiple devices
# Should be within seconds of each other

Test Playback Connection​

  1. Try playback from device web interface
  2. Test RTSP playback directly: vlc rtsp://device-ip/stream
  3. Verify network connectivity to device
  4. Check firewall rules allow playback ports

Still Having Issues?​

If problems persist:

  1. Gather Information:

    • Device type and model
    • Recording configuration
    • Time synchronization status
    • Error messages and timestamps
    • Network configuration

  2. Check Logs:

    • Review GCXONE logs for playback errors
    • Check device logs for recording issues
    • Look for network or connectivity errors

  3. Contact Support: Submit a support ticket with information

Need Help?

If you need further assistance, contact support.