What do I do if I receive an error message in Encoder Control? – Videon Help Center

If an error message is appearing in either the Encoder Control screen of the local Web UI or one of its sub-menus, below is a list of possible error messages and their likely solution!

Table of Contents:

Error occurred with Remote Connection
Unable to Encode
No Input
Re-establishing Remote Connection
Format Unsupported/Signal Undetected
Failed to Start

Error occurred with Remote Connection:

Problem: The status of my AV Input tab reads “Error occurred with remote connection”
Solution: Check to ensure that your device is properly connected to your network via direct connection through ethernet. If that does not work, check that your network is online and running smoothly.

Unable to Encode:

Problem: The video or audio encoder has failed to properly encode the input video/audio signal. This could mean there is an incompatibility with the input source or the signal supplied has abnormalities causing the encoder to error out.
Solutions:
- Check the source matches the accepted inputs in the product datasheet or input specs found below:
- Ensure source appears on a separate monitor
- Ensure the source is not HDCP protected (such as a Blu-Ray player, DVD player, or gaming consoles)
- Perform a Reboot/Power Cycle
- Note: Auto-recovery is included in software versions 11.2.0 and later.
  - Web UI: Encoder Control tab → Video Profiles/Audio Profiles tab → “Retry on Error“ toggle
  - LiveEdge Cloud: Your device page → CONFIGURATION tab → Encoders tab → Click on your encoder → “Retry on Error” toggle under Encoder Configuration.

No Input:

Problem: The status on the video profile reads “No Input” and there is a next to my video profile name.
Solution: Ensure that you have assigned yourself the right video input under the AV Input tab in the video input dropdown.

Re-establishing Remote Connection:

Problem: The status of the output reads “Re-establishing remote connection” and there is a next to my output name. This can occur if the device is having difficulty reaching the ingest point/server where it is trying to stream.
Solution: Ensure the ingest point to which the output is directed is properly activated and can be reached from the network of the streaming device. You can attempt to re-establish the connection by manually disabling and re-enabling the output or relying on the output's restarting mechanism to restore the connection.

Format Unsupported/Signal Undetected:

Problem: Input source on the Encoder Control (local UI) or Device Info (LiveEdge Cloud) screen is not valid.
- LiveEdge Cloud: Under Device Info, if there is a "Format Unsupported" indicator with a red speaker that has a slash through it under the Configuration State...
- Local web UI: Under AV Input, if there is a by Input Settings and in the Input Settings window, the upper right-hand corner displays, "Status: Selected inputs not detected" or the Videon Input Resolution displays, "Format Unsupported/Signal Undetected"...
Solution:
- Ensure the input source...
  - ...is properly connected and making good connection
  - ...is on
  - ...is outputting a resolution in our list of supported resolutions (check the supported input specs below)
    - If you are using an SDI input, also please ensure that it is either a progressive (p) or interlaced (i) signal. *We do not support PsF video signal over SDI.
  - ...corresponds to the set AV Input Type on the main screen of Encoder Control (SDI or HDMI)
  - ...appears on a display that supports the source’s resolution
  - ...is not HDCP protected (such as a Blu-Ray player, DVD player, gaming consoles, and some computers) *We do not support HDCP-protected content.
    - If the input source is HDCP protected, here is what you can expect to see on Videon devices.
    - HDCP is only on HDMI sources. Some devices have settings allowing HDCP to be disabled in on the device; check your HDMI source documentation if this is an issue.

Failed to Start:

Problem: The status of my video or audio profile/encoder reads “Failed to start” and there is an next to my output name.
Solution: Make sure all of your configurations are correct within the device for the desired workflow.
- A mistake that may cause this error would be having a Keyframe Interval of 1 frame for an HEVC (H.265) Video Profile/Encoder instead of 1 second.

Linked Article

To see the expected behavior of Videon devices supplied with HDCP-protected source content, check out this article.

Articles in this section