Troubleshooting & Escalation Guide
This guide outlines the most common first-mile streaming pitfalls, how to prevent them, and the best way to escalate issues for fast resolution.
By following this guide, we can work together more efficiently, reduce delays, and ensure that issues are addressed through the right channels.
Important First Step: Isolate the Source of the Issue
What happens: Time is lost troubleshooting the wrong tech if the issue isn’t isolated.
Tip: Use recording and input/output monitoring to verify the stream all the way from the camera to the glass. We’re happy to walk through it with you!
Most Common First-Mile Issues
1. Unclean Input Signal (SDI/HDMI)
What you might see: Dropped frames, stuttering video, or audio/video out of sync.
Check it: Record locally or use confidence monitoring to see if your signal is clean. Test direct from the camera if needed.
Fix it: Adding a Decimator, scaler, or frame sync device upstream usually clears it up.
2. Audio Config Mismatches
What you might see: No sound, distorted audio, or channels switched around.
Check it: Record locally or test with a known-good audio source.
Fix it: Make sure your audio matches the expected codec, sample rate, and channels. If you know the type, use Embedded Audio or 3.5mm Audio instead of Auto Detect.
3. Network Issues / Limited Bandwidth
What you might see: Device won’t come online, streams fail, or video looks poor.
Fix it: Check DHCP vs. static setup, confirm IPv4 is in use, and make sure there’s enough bandwidth. If using cellular bonding, see tip #6.
4. Output URL Mistakes or Expired Keys
What you might see: Stream doesn’t start or silently fails.
Tip: Test your output before going live to catch typos or expired keys.
5. Too Many Browser Log Sessions
What you might see: Device crashes when multiple users watch logs at the same time.
Fix it: Limit log windows to 1–2 at a time. Use logs for debugging, not monitoring live streams. Power cycle if memory locks up.
6. Underpowered / Mobile Bonding Networks
What you might see: Pixelated video, buffering, or disconnects.
Fix it:
Lower video bitrate.
Switch video & audio to CBR.
Reduce resolution (e.g., 720p).
Prioritize upstream bandwidth.
For 2Go kits, plug into an extra Ethernet port if possible.
7. Docker Containers Outdated or Misconfigured
What you might see: HTML5 overlays don’t show or fail.
Fix it: Remove old containers/images and install the latest from CloudControl.
8. No Debug Logs After an Issue
What you might see: Hard for us to investigate the problem.
Tip: Capture logs right after an issue. They’re the most useful info to help us help you.
9. No NTP / Time Sync
What you might see: SSL/TLS errors, failed updates, or boot loops.
Fix it: Make sure your device can reach a valid NTP server so time stays accurate.
10. Assuming the Device Is the Problem
What you might see: Time wasted troubleshooting the wrong thing.
Tip: Use local recordings and input/output monitoring to figure out if the issue is upstream, in the device, or downstream. We’re happy to walk you through it.
Need Help Fast?
For urgent issues, submit a Severity Level 1 ticket through the Videon Help Center (Service/Repairs/Support).
Why:
✅ Alerts our support team immediately.
✅ Ensures your request is routed correctly.
⚠️ Emails outside business hours may not get immediate attention.
Tips for urgent tickets:
Include clear issue description, impact, screenshots, and debug logs.
Only mark Severity Level 1 if it’s critical (e.g., system down, stream offline with no workaround).
Following this guide helps us fix issues faster and smoother, so your streams keep running flawlessly.