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Live View Troubleshooting

What Live View Troubleshooting Covers​

This guide helps you resolve Live View issues in GCXONE — from basic stream problems to device-specific and network configuration issues.

How It Works​

Common Issues​

  1. Stream Not Loading

Symptoms: Loading spinner with no video, black screen, or "Unable to start stream" error.

  • Verify the device is online in the Device Explorer
  • Check streaming configuration
  • Verify user has Live View or Operator permissions on the source device
  • Test network connectivity
  • Restart the camera or device
  1. Poor Stream Quality

Symptoms: Pixelated or blurry video, low resolution, poor image quality.

  • Increase stream quality setting in Video Viewer
  • Check bandwidth availability
  • Verify you are using the primary stream and not the sub-stream
  • Enable Local Mode for better quality on-site
  1. Layout Issues

Symptoms: Layouts not displaying correctly, cameras in wrong positions, layouts not saving.

  • Verify cameras are assigned to layout positions
  • Check grid size matches number of cameras
  • Verify user has layout management permissions
  • Clear browser cache and reload
  • Recreate layout if corrupted
  1. Performance Issues

Symptoms: Video takes too long to load, plays with interruptions, or the system slows down when viewing multiple cameras at once.

  • Reduce number of simultaneous streams
  • Enable Local Mode for on-site workstations
  • Close unused streams when not viewing
  1. PTZ Controls Not Working

Symptoms: PTZ controls not visible, buttons disabled, cannot control camera from Live View.

  • Verify the camera supports PTZ
  • Check PTZ is enabled on the device
  • Verify user has PTZ permissions
  • Enable PTZ controls in Live View settings
  1. Multi-Camera View Problems

Symptoms: Grid view not working, cameras not displaying, layout switching issues.

  • Reduce number of cameras in grid or use smaller grid size (e.g., 2×2 instead of 4×4)
  • Verify grid size is appropriate and all cameras in layout are available
  • Use secondary streams for grid views
  • Check system resources (CPU, memory, network)

Key Capabilities​

Device-Specific Issues​

Some devices require additional configuration for stable live streaming.

  1. Avigilon
  • Verify required ports are open based on your Avigilon configuration.
  • Set Connection Type to WAN (Secured) in Site Networking settings
  1. Hikvision
  • Enable UPnP on both the router and the device, or configure port forwarding
  • Enable ISAPI protocol for remote access
  • Ensure the user account has Admin permissions
  1. Dahua
  • Ensure sufficient bandwidth is available (minimum 100 Mbps recommended for multiple streams)
  • Verify the viewing workstation meets performance requirements
  1. Axis
  • Verify the camera is enabled in system settings
  • Confirm compatibility with the operating system and browser environment
  1. Camect
  • Use the secondary RTSP profile (sub-stream) to reduce bandwidth usage and improve stability

Network & Port Requirements​

Live View depends on proper network configuration and open communication ports.

Standard required ports:

  • RTSP — Port 554
  • HTTP — Port 80
  • HTTPS — Port 443

Additional ports depending on device:

  • Dahua control port — 37777

Ensure all required ports are open and not blocked by the firewall. Whitelist GCXONE service endpoints on the customer network if required.

Diagnostic Tools​

Use these steps to isolate the source of the issue before contacting support:

  • Test the stream using the manufacturer's native client or software
  • If the stream works in the native client but not in GCXONE → the issue is likely platform-related
  • If the stream fails in both → the issue is device or network related
  • Use HealthCheck to verify camera availability and stream accessibility
  • Use AI-based detection to identify blur, obstruction, or degraded video quality

Additional Details​

Troubleshooting Checklist​

Before contacting support, verify the following:

  • Device is online in the Device Explorer
  • Local network connectivity and internet access confirmed
  • Device credentials and network configuration verified
  • Required ports are open (554, 80, 443)
  • User has correct permissions (Live View or Operator)
  • Browser cache cleared
  • Device restarted if needed
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