What do I do if no live video is being displayed in the Mobile Client?


If there is no live video and using version 5.5.x Mobile Client then it could be one of several issues. Prior to trying any of the below solutions make sure that live video is displaying on the Monitor Station from the Server if possible. If there are issues with Monitor Station at the Server, the Mobile issue may not be specific to the Mobile device or App. See other FAQ articles for those solutions.

1. Password is not correct
If security is enabled within Monitor station, then the Mobile app also requires a Password. Confirm the password and try connecting again.

2. Upgrade VI Mobile App
If an iPhone is being used and the IP Server is running 5.5.22 or higher try installing VI Mobile 2 as this is a requirement. The standard VI Mobile app will experience issues with 5.5.22 or higher versions of Video Insight software. Also, there will be periodic updates for both Android and Apple IOS platforms for the VI Mobile Client. Check to ensure all apps are up to date.

3. Windows Firewall is enabled
Windows Firewall may be required to be disabled in order to get the camera stream. Please attempt to disable the firewall on the server or create exceptions for the default Ports; 4010/4011/80.

4. Port Issues
When accessing the Video Insight Mobile Client, 3 ports need to be forwarded from the external IP inside the router. These ports include 80, 4010, 4011 and should be forwarded to the internal IP address of the Video Insight Server. In rare cases, these ports are blocked by the Internet Service Provider and must be resolved before proceeding. To confirm the proper ports are open browse to canyouseeme.org and check the 3 ports listed above.

5. Network Profile Not Set or Selected
Network profiles are necessary in order to help with external IP to internal IP translation of Web Client and Mobile client.
Add a Connection Profile within Monitor Station by clicking Administration/Set up and configuration, click on Connection Profiles. Or set this in the Web Client under an Administrator login and set a specific Network Location for external users, specify the external IP to associate with the IP Enterprise Server. Once set, a user outside of the network should select this profile when logging in. Port forwarding is a prerequisite for this.

6. Duplicate Server exists in the Database
Sometimes a duplicate or ghosted instance of a server with the same name can appear in the database. This may be caused by running initialization a second time by accident creating a twin copy of the server with the same name. Deleting this ghosted instance will correct the problem.

Video Insight Support Phone Number: 713.621.9779
Video Insight Support Email Address: [email protected]

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