Troubleshooting No Live Video in Web Client


If there is no live video when using version 5.5.x Web Client then it could be one of several things. 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 Web client issue may not be specific to the Web Client. See other FAQ articles for those solutions.

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

2. Trying to acquire the wrong stream
The stream is set to MJPEG, H.264, or MPEG and the profile is set to acquire a different stream by default than what the camera is putting out. Make sure that these match up in both the camera and inside of the camera properties of Monitor Station for Video Insight.

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.

4. Network Binding order incorrect
In setups with dual network cards, the user may have bound the Network Options in IP Server Manager to the wrong card. Please correct the selection.

5. Port Issues
When accessing the Video Insight Web 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 and check the 3 ports listed above.

6. 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.

7. Normal Speed and High Speed Mode
High Speed mode is often the preferred method of choice and only available at this time in Internet Explorer. It contains an ActiveX component which provides higher speed decoding, more effective use of bandwidth, and better quality images. If using a camera which is MJPEG only or incapable of dual streams, the camera may not be able to display in high speed mode.

8. Advidia and Bridge Cameras have the wrong Server Port
The Port settings for Advidia / Bridge inside the camera's network configuration should be. HTTP: 80, RTSP: 554, Server: 8000 any changes to these could impede the connection to the camera and result in Live Video not showing in the Monitor Station and Web client.

9. 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]

Used By Companies of All Sizes

Panasonic, Sony, Axis, D-link, Pelco