A1：1、Please confirm that your product supports PoE. Our PoE standard is 802.3af.

2、The switch connected to the device needs to have PoE functionality that meets the specified requirements.

3、It supports simultaneous power supply from both a 12V power source and PoE.

Problem background

After connecting the 3.5mm Line In audio, there is no sound output

Common problem troubleshooting ideas

1、 Basic connection and input source check

（1） Physical connection confirmation

Check if the audio cable of the 3.5mm Line In interface is securely plugged into the device without any looseness or poor contact. You can re plug and unplug the audio cable to ensure proper connection.

（2）Audio input source settings

Log in to the device web page and find the audio source settings portal (usually in the audio related configuration area, as shown in the example, you can click the settings icon next to “Audio Source” to enter).

1. In the “Audio source settings” interface, confirm that “Line In” has been selected for “Audio Source”. If not, switch to that option.

2、 Mute and gain check

（1） Silent state confirmation

In the “Audio source settings” interface, check the “Mute” switch and ensure that it is in the off state (the switch is displayed in gray or corresponding off style);If enabled, click to turn off the switch.

（2）Audio gain adjustment

Check the “Audio Gain (dB)” slider and try increasing the gain appropriately (such as fine-tuning from 0 dB to a positive value) to avoid unrecognizable sound due to low gain. After adjustment, click “OK” to save.

3、 Encoding and streaming service configuration check

（1） Audio encoding confirmation

In the device encoding settings area (such as the “Audio Encoding” module in the example), ensure that audio encoding is enabled and that the encoding format (such as AAC), channel, and other parameters are configured correctly, and confirm that the audio is in the encoding state.

（2）Streaming service audio configuration

Enter the editing interface of the “Stream Service” corresponding to stream protocols (such as NDI HX, SRT, RTSP, etc.) (click on the operation column “…” to enter). In the audio options, confirm that the correct audio channel (such as “channel-1 (AAC)”) has been selected instead of “No Audio”. If there is an error, switch to the correct audio channel and save the settings.

4、 Comprehensive testing and problem localization

After completing the above configuration, replay the audio content connected to Line In and observe if the sound is restored If there is still no sound:

1. Try changing different audio sources (such as another device outputting audio and connecting it to Line In), and check if it is a problem with the original audio source itself;

2. Check the device system logs or diagnostic information to see if there are any error prompts related to audio input and encoding;

3. If supported, other audio input interfaces (such as HDMI audio) can be connected for testing to confirm whether the device’s audio function is normal, in order to distinguish whether it is a Line In interface or configuration specific issue.

Through the above steps, gradually troubleshoot the issue of no sound after connecting the 3.5mm Line In audio, with a focus on input source selection, mute status, encoding, and streaming service audio channel configuration to ensure that each step is correctly implemented.

Specific model investigation:

1. Kiloview encoders such as E series, G series, N series, etc. only support LINE IN (linear input) for 3.5mm analog input and do not support MIC IN (microphone input).

2. The encoder defaults to embedded audio input. When using analog input, the audio signal source needs to be configured as “analog line input”.

3. Check if the decoding end has enabled audio output.

Step 1: Log in to the device’s web management page

Browser access device IP address, enter username and password to log in.

Step 2: Click on the video&audio adjustment menu

Select the Video&Audio Stream menu from the left menu bar, click on Audio Source and Volume Adjustment.

Step 3: Audio source selection and adjustment

1. Click on the audio signal source and select LINE IN as the analog line input. You can adjust the gain of the analog line input according to your own needs;

2.After setting the parameters, click the settings button to make them take effect.

Problem Background

After the encoder is connected to the video source, the signal source comes with audio without sound

Common Troubleshooting Approaches

1、 Input source basic configuration check

（1） Confirmation of audio input source selection

1. Log in to the device web management page, locate the audio source settings area (such as finding the module displaying “Audio Source”, click the side settings icon to enter the configuration interface).

2. Based on the actual type of signal source connected (HDMI, SDI, USB Camera, 3.5mm Line In, etc.), confirm the “Audio Source” option:

1）If the signal is HDMI, select “HDMI”;

2）If the signal is SDI, select “SDI” (the device needs to support SDI audio input recognition);

3）If it’s a USB Camera, select the corresponding USB audio input (such as “USB Audio”, the display may vary depending on the device);

4）If it’s a 3.5mm Line In, select “Line In”.

（2）Silent state and gain check

1. In the “Audio source settings” configuration interface, check the “Mute” switch to ensure it is turned off (switch styles such as not enabled, gray, etc. indicate off);If enabled, click to close.

2. Adjust the “Audio Gain (dB)” slider to moderately increase the gain (such as fine-tuning from 0 dB to a positive value), to avoid unrecognizable sound due to low gain. After adjustment, click “OK” to save.

2、 Encoding and streaming service audio configuration check

（1） Confirmation of audio encoding activation

In the device encoding settings module (such as the “Audio Encoding” area), confirm that the audio encoding function is enabled and that the encoding format (such as AAC), audio channel (such as “channel-1”), and other parameters are configured correctly to ensure that the audio is in the encoding processing state.

（2） Audio channel association for streaming services

1. Enter the “Stream Service” list, and for the stream protocol to be checked (NDI HX, SRT, RTSP, etc.), click on the operation column “…” to enter the editing interface (such as “Edit NDI-HX”).

2. In the audio options (“Audio” dropdown menu), confirm that the correct audio channel (such as “channel-1 (AAC)”) has been selected instead of “No Audio”;If there is an error, switch to the correct audio channel and save the settings.

3、 Troubleshooting of signal source and physical connection

（1） Physical connection check

1.HDMI Signal: Check if the HDMI cable is securely plugged into both the device and the signal source (e.g., camera, playback device, etc.). You can re-plug to confirm. If supported, replace the HDMI cable for testing to troubleshoot cable faults.

2.SDI Signal: Ensure the SDI cable is connected properly, without bending or poor contact. Re-plug or replace the SDI cable for verification.

3.USB Camera: Check the USB cable connection, ensuring the camera is stably connected to the device’s USB port. Try using a different USB port (if multiple are available) to troubleshoot power supply or recognition issues with the port.

4.3.5mm Line In: Ensure the audio cable ends are securely inserted. Re-plug; replace the audio cable to rule out cable faults.

• Confirmation of audio output from the signal source itself

1.For HDMI and SDI signal sources (e.g., cameras, players), enter their respective settings interface to confirm that audio output is enabled, and that the output format, sample rate, etc., are compatible with the device (e.g., if the device supports a 48KHz sample rate, the signal source output must match).

2.The USB Camera needs to be confirmed to support audio output, and its audio function should be tested as normal in a computer or other debugging environment before connecting it to the device.

3.The 3.5mm Line In needs to confirm that the signal source (e.g., microphone, player) itself can output audio normally.

4、 Comprehensive testing and problem localization

After completing the above troubleshooting steps, replay the audio content from the signal source and observe if the sound has recovered. If there is still no sound:

1. Try switching to different signal source types (e.g., change from HDMI to Line In) to check if the device has compatibility issues with a specific input source.
2. Use the device’s packet capture tool (if supported) to capture the audio stream data and analyze whether there is audio encoding and transmission content; or at the system level, try recording audio using the arecord command (e.g., arecord -d 10 -f cd -r 48000 test.wav, specifying recording duration, format, and sample rate), then play back the recorded file to determine if the issue is in the input or output stage.
3. Contact the device manufacturer’s technical support, providing the device model, firmware version, signal source type, troubleshooting steps, and logs (such as dmesg logs, audio device identification information), to assist in further locating and resolving the issue.

By progressively checking aspects such as input source configuration, encoding and streaming services, physical connections, and system drivers, it is possible to effectively locate the issue of no sound when a signal source is connected, thereby ensuring the normal operation of audio functionality.

Problem Background

If the device fails to turn on and the power light is off after connecting to a power source.

Common Troubleshooting Approaches

Step 1: Check if the power adapter is connected:

First make sure the power adapter is properly connected to the device and the power outlet. Check that the adapter’s connection is secure and that there are no loose or disconnected cables.

Step 2: Use the original power adapter:

It is strongly recommended to use the original power adapter provided by the device manufacturer. Other adapters may be incompatible or provide insufficient power, causing the device to not work properly.

Step 3: Check the power socket:

Make sure the power outlet itself is working properly. You can try plugging the power adapter into a different outlet to confirm if the problem persists.

Step 4: Check if the power adapter is damaged:

Inspect the power adapter’s cable for any visible physical damage, such as broken wires, damaged plugs, etc. If the power adapter is damaged, it may need to be replaced.

If you have checked the above steps and the power light is still off, there may be a malfunction inside the device. In this case, contact the manufacturer or supplier for repair or replacement.

Problem Background

When you use SDI 1080P50/60 video signal encoding, no picture is displayed.

Common Troubleshooting Approaches

1. There are two possibilities;
2. SDI 1080P50/60 is a 3G-SDI signal. 3G-SDI has two levels: level-A and level-B. Some products only supports 3G-SDI level A.
3. SDI cable or SDI interface is faulty, it is recommended to replace the cable or SDI device for comparative testing.
4. Level A and Level B Description:

3G-SDI (3G Serial Digital Interface) is a digital serial interface standard for video transmission. In the 3G-SDI standard, there are two different levels, called Level A and Level B. The main difference between the two is the way frame rate and bandwidth are handled.

1. Level A:

Frame rate: Level A supports standard frame rates (such as 60Hz or 50Hz).

Bandwidth: Single-link design with data rate up to 2.97 Gbps (Gigabits per second).

Compatibility: Level A is generally more compatible with previous SDI standards such as HD-SDI.

• Level B:

Frame rate: Level B supports dual-rate (Dual Link) design, supporting higher frame rates through two independent 3G-SDI signal streams.

Bandwidth: Each 3G-SDI signal stream has a data rate of 1.485 Gbps, and the two signal streams are combined to achieve a total bandwidth of 2.97 Gbps.

Compatibility: Due to its support for higher frame rates, Level B is suitable for a wider range of video production applications, but it may be less compatible with previous SDI standards.

In general, the choice between Level A and Level B usually depends on the specific video production needs and device compatibility. In situations where high frame rates are required, Level B may be chosen, while Level A may be chosen when wider compatibility is required.

• The following is a description of SDI signals and common formats:

SDI (Serial Digital Interface) signal is a digital video transmission standard used to connect video devices such as cameras, monitors, and video switchers. SDI signals have many different formats and resolutions, the following are some of the most common ones:

12G-SDI: 12G-SDI is a high data rate SDI signal, commonly used to support higher resolution and frame rate video. 12G-SDI can transmit ultra-high-definition (UHD) video signals, including 4K and 8K resolution content. This standard provides greater bandwidth to meet the needs of high-quality video production and broadcasting.

720p: This is a high-definition (HD) video format with a resolution of 1280×720 pixels. It is usually transmitted at a frame rate of 50Hz or 60Hz and is suitable for HD video playback and recording. 720p provides good image quality and smooth motion effects, and is suitable for fast-paced content such as sporting events.

1080i: This is a high-definition (HD) video format with a resolution of 1920×1080 pixels. It is transmitted at a frame rate of 50Hz or 60Hz, but uses interlaced scanning, dividing each frame into two fields. 1080i is suitable for broadcast and television production, providing high resolution and the ability to accommodate fast action.

1080p: This is also a high-definition (HD) video format with a resolution of 1920×1080 pixels. Unlike 1080i, 1080p uses progressive scanning, and each frame contains complete image information. It is usually transmitted at a frame rate of 50Hz or 60Hz, suitable for high-quality video recording and display, providing clear images and smooth motion performance.

3G-SDI: 3G-SDI is a high data rate SDI signal, usually used to support higher resolution and frame rate video. 3G-SDI can be divided into two levels: Level-A and Level-B. Level-A uses progressive scanning, while Level-B uses interlaced scanning. These different levels affect the frame scanning method and correspond to different application requirements, including high-quality video production and broadcasting.

Problem Background

The P3/P3mini encoder is connected to a wired network, WIFI and 4G/5G network at the same time when using local push streaming, which network the data traffic is coming out of.

Common Troubleshooting Approaches

When all networks of the P3/P3mini are connected and available, only one of them will be used by selecting “AUTO” for the network connection of the local pushstream, in the following order of priority:

1. Local wired network (LAN)

2. Local wireless WIFI network (WLAN)

3. SIM card network (4/5G cellular network)

Problem Background

E3 does not have a physical button to reset the device, nor does it have a default IP address of 192.168.1.168, so the device can only automatically obtain an IP address through DHCP.

 This requires the switch to support DHCP functionality, under which E3 can automatically obtain an IP address through DHCP.

 Therefore, some users have encountered the problem of not being able to obtain an IP address when starting their device for the first time in DHCP mode, resulting in the inability to access the device’s web page, as shown in the following figure:

Common Troubleshooting Approaches

(1) Reason for the problem

1. DHCP service not enabled: Ensure that the DHCP service on the switch is enabled. If the DHCP service is not turned on, it will not be able to assign an IP address to the E3 encoder.
2. DHCP address pool exhausted: If the DHCP address pool on the switch is exhausted, it may no longer be able to assign new IP addresses to the E3 encoder. Check the status of the DHCP address pool and ensure there are enough IP addresses available.
3. E3 encoder settings issue: Check the network settings of the E3 encoder to ensure it is correctly configured to obtain an IP address via DHCP. This usually involves setting DHCP acquisition to automatic or enabled.
4. Network configuration conflict: Check for IP address conflicts in the network. The E3 encoder may be unable to obtain an IP address because the requested IP address is already occupied by another device. You can use an IP scanning tool to check the IP addresses within the local area network.
5. Network isolation or restrictions: The E3 encoder may be isolated in a different subnet or subject to network access restrictions, preventing it from accessing the DHCP server.
6. Hardware failure: Although less likely, there may be a hardware failure with the network interface of the E3 encoder, preventing it from obtaining an IP address normally.

(2) Solution

1. Confirm that the switch’s DHCP service is enabled and that there are enough IP addresses to be allocated.
2. Check the network settings of the E3 encoder to ensure that DHCP acquisition is enabled. The E3’s network configuration page is on the fourth page of the LCD small screen. Press and hold the button on the front panel to enter the network configuration page, and ensure that DHCP is in the ON mode.
3. Check the network configuration to ensure that the E3 encoder can access the DHCP server. The best configuration is to connect the E3 directly to the switch.
4. Manually configure the IP address:

When the version is higher than 1.00.0024:

Added support for disabling DHCP on LCD displays in version 0024, and enabled manual configuration of IP addresses and gateways through the LCD display.

The first page on the small screen will display the current version information of the device:

On the fourth page, press and hold the ○ on the front panel to enter the network configuration page, where you can manually set the IP address to a fixed IP address:

Note that when manually configuring the IP address, to ensure that the set IP address does not conflict with other devices, you can open the cmd on a computer within the same local network, ping the IP address you are about to set, and make sure that no other device in this local network has already occupied this IP.
After the configuration is complete, select “OK” to save and exit, then restart the device. You can then access the device’s web page through the configured IP address.

For versions lower than 1.00.0024:

Due to the version being lower than 0024, the LCD display does not support manual IP address configuration. Therefore, the device needs to be upgraded directly. In this case, the only way is to flash the firmware using a USB drive to enter Recovery mode, thereby upgrading directly to the latest version.

The operation steps are as follows:

Step 1: Prepare a USB flash drive and copy the firmware file that you have downloaded from the official website onto the USB drive.
Step 2: Insert the USB flash drive into the E3. After the device powers on (approximately 2 seconds), wait until the Kiloview logo appears on the screen. Then, press and hold the button for more than 10 seconds until the device enters Recovery mode.

Step 3: Press the touch button to select “Recover from USB” (install firmware from USB), and after selection, press the ” O “confirmation button to start the upgrade.

Step 4: During the E3 firmware upgrade process, it will prompt “Updating! Please keep the power on.” (System is upgrading! Do not power off).

Step 5: When the E3 screen displays “Firmware updated successfully” (Upgrade complete), it means the E3 has completed the firmware upgrade. At this point, any operation of the touch button will return to the Recovery menu. Please select Reboot to restart the device.

Problem background

The device cannot be accessed through the web interface after power-on using the configured IP or maintenance address.

Common Troubleshooting Approaches

1、 Physical connection and network environment investigation

• Network cable and interface inspection

Physical connection confirmation
Check if the network cable between the device port and the computer/router is securely plugged in, without looseness, bending, or damage;

 Try replacing the network cable or plugging and unplugging the interface to eliminate the problem of poor contact.

Observe the status of the device’s network port indicator light: When connected normally, a green light (constantly on) on the network port indicates that the link is connected, and a yellow light (flashing) indicates data transmission;

 If the indicator light is not on, it may be a network cable or interface fault.

Network environment verification
Confirm whether the device and computer are connected to the same local area network (such as through a router or a shared network switch) to avoid access issues caused by cross network segment routing configuration.

2、 IP address and network configuration check

（1） Device IP network segment matching

Default IP Reset Confirmation
If the device IP is reset or forgotten, the default IP is usually 192.168.1.168 (taking D350 as an example).

 Open the computer command line (press Win+R, enter cmd, enter enter enter), enter ping 192.168.1.168- t, and observe if ping is successful (a packet loss rate of 0% indicates connectivity).

 If ping does not work, it may be due to device IP not being default or network segment mismatch.

• Manual configuration of computer IP

Ensure that the computer IP and device are in the same network segment (default network segment is 192.168.1. XXX):

Right click on the network icon in the computer status bar and select “Network and Internet Settings”.Go to “Properties” and click the “Edit” button next to “IP Assignment”.

Select ‘Manual’, enable ‘IPv4’, enter the IP address (such as 192.168.1.100), subnet mask 255.255.255.0, and default gateway can be left blank or filled in 192.168.1.1.

After saving, ping the device IP again to confirm connectivity.

1、 Factory reset and default IP reset

• Forgot IP or login account recovery

Locate the Reset Button
The reset button for the decoder device is typically located on the power interface side (e.g., on the D350, it is at the 5th interface). A thin and long object (such as a needle) is needed to operate it.

Perform the Reset Operation
· Ensure the device is powered on.
· Press and hold the reset button for approximately 5 seconds until the device indicator light starts to flash (indicating that the factory settings are being restored).
· Release the button and wait for the device to restart automatically (approximately 1-2 minutes). During this time, the IP address will be reset to 192.168.1.168, and the default username and password will both be admin.

1. Direct Connection with PC and IP Configuration
   After the device restarts, use a network cable to directly connect the computer to the device’s network port. Follow the steps mentioned earlier to set the computer’s IP address to the 192.168.1.XXX subnet. Then, access the device via a browser by entering http://192.168.1.168, and log in using the default account and password. Proceed to reconfigure the IP address and password.

4、Troubleshooting for abnormal display on login page

• Browser compatibility issues

Change Browser

If the page fails to load or displays incompletely, prioritize using a browser known for better compatibility (such as Google Chrome or Mozilla Firefox) to avoid rendering issues caused by browser engine problems.

Clear Cache and Cookies

In the browser settings, locate the ‘Clear browsing data’ option. Check ‘Cached images and files’ and ‘Cookies and other site data’. Select ‘All time’ and clear them, then reload the page.

Use Incognito/Private Window

For example, in Chrome: Click the ‘…’ in the upper right corner of the browser, select ‘New Incognito Window’. Access the login page by entering the device’s IP address in this new window (to avoid interference from cached data).

（2） Network connectivity retest

Command-line Ping Test
Press Win+R, enter cmd, and execute ping <Device IP> (e.g., ping 192.168.1.168). If the result shows “Request timed out”, check:
· Whether the network cable connection is normal;
· Whether the computer’s firewall is blocking the ping request (temporarily disable the firewall for testing);
· Whether the device is powered on and the web service is running (log in to the device via serial port / SSH, and execute ps | grep webserver to check the service process).

Problem Background

When you forget your device’s IP address and login username, you can usually reset the device to its original configuration by performing a factory reset. This will clear all of your previous settings, including the IP address and password.

Common Troubleshooting Approaches

Step 1: Find the device’s reset button

decoder devices have a reset button. Taking D350 as an example, the reset button is on the power interface side of the device, that is, interface No. 5.

Step 2: Turn on the device

First make sure the device is turned on .

Step 3: Reset the device

1. You will need to use a long, thin object (like a needle) to press the reset button. Typically, you will need to hold it down for about 5 seconds.
2. The device’s indicator light or LED will begin blinking, indicating that the factory reset is in progress.
3. When the indicator light or LED starts flashing, release the reset button.
4. The device will reboot and in the process will be restored to factory settings, including the default IP address 192.168.1.168 and login username and password, both of which are admin.

Step 4: Connect the device to the computer

After the device is restored to factory settings, plug in the power supply and turn it on, and connect the network cable directly to the computer.

Step 5: Set the computer IP

The default IP of the device is 192.168.1.168. You need to make sure that your computer is in the same network segment IP to access the device.

1. Right-click the network icon in the status bar and select Network and Internet Settings;

2. Select the attributes;

3. Click the Edit button next to IP Assignment;

4. Fill in the same network segment information as the device.

Step 6: Access the device

Use the browser to access the device’s default IP address: http://192.168.1.168, enter the default username and password: admin to log in to the Web management interface, to set the IP address and change the password.

Problem background

After restarting the encoder, it can access the web but there is no response when logging in

Common Troubleshooting Approaches

1. Basic Network Connectivity Verification
(1) Network Stability Check

Bring up the Run interface
Press the Win key + R key on your computer keyboard simultaneously to bring up the “Run” dialog box.

(2)Open the command line window
In the “Run” dialog box, enter cmd, press the Enter key, and the system command line (cmd) interface will pop up

(3)Ping Device IP Test
In the cmd interface, enter ping Device IP Address (e.g., ping 192.168.1.168), then press Enter to execute:

1) If it displays messages like “Reply from [Device IP]: bytes=32 time<1ms TTL=64” and there are no “Request timed out” messages, it indicates normal network connectivity.

2) If it displays “Request timed out” or “Destination host unreachable”, you need to check:

• Whether the network cable connection is loose or damaged. Re-seat or replace the network cable.
• Whether the device power is normal and the network port indicator light is lit (a steadily lit green light and a blinking yellow light are normal).
• Whether network devices such as the router / switch are faulty. Try restarting the network devices and test again.

2. Browser cache and compatibility troubleshooting

(1) Clear browser cache and cookies

Universal clearing path:Open the currently used browser (such as Chrome, Edge, etc.), press Ctrl+Shift+Delete key combination (or go to Browser Settings → Privacy&Security → Clear browsing data), check “Cookies and other website data”, “cached images and files”, select the time range “All times”, and click “Clear data”.

Try logging in again：After clearing, close all tabs in the browser, reopen the browser to access the device’s web login page, enter your account and password to try logging in.

（2）Use incognito (privacy) window

• Open the traceless window：1. Chrome/Edge browser: Click on the “More Options” button in the upper right corner of the browser, select “New incognito window” (Chrome) or “New InPrivate window” (Edge);Or simply press Ctrl+Shift+N shortcut keys to open.
• Firefox browser: Click the ≡ (menu) button in the upper right corner and select “New Privacy Window”;Or press Ctrl+Shift+P shortcut keys to open.
• Accessing the device’s web page：Enter the device IP address in the incognito window address bar (e.ghttp://192.168.1.168）After entering the login page, enter your account password and attempt to log in.
• Replace browser for testing：If clearing cache or incognito windows still doesn’t solve the problem, switch to another browser (recommended Google Chrome, Mozilla Firefox):
  • 1. Download and install a compatible browser (if not installed).
  • 2. Open a new browser, directly access the device IP address, enter the account password to log in, and verify if it can respond normally.

3. Equipment side configuration and service inspection

• Device account password verification
  • Confirm the correctness of the account password：If there is a prompt saying ‘Account or password error’ when logging in, please confirm:
    • 1. Whether the account password is set to the device default (default admin/admin, if it has been modified, check the records);
    • 2. Whether the password is case sensitive and whether special characters such as spaces are entered incorrectly.
  • Reset account password (optional)：If you forget your password, you can reset it by “restoring factory settings” (refer to the “restoring factory settings” steps in the “troubleshooting manual for unable to access device web after booting up”). After the device is restored to default, log in again with admin/admin and change your password.

By gradually investigating the network, browser cache, device services, and account passwords, the issue of “being able to access the web after restarting but not responding to login” can be identified. Priority should be given to resolving browser cache and compatibility issues, combined with device side configuration verification, to quickly restore login functionality.

Kiloview’s G, P, N1 /N2 series encoders support 4G SIM cards, so you can still transmit data stably through the 4G network without traditional network connection. This provides you with a more flexible and convenient working environment, especially in the field, at events or other situations with poor network conditions.

Regular USB Modems all require driver support. Kiloview supports the commonly used USB The modem model has built-in drivers. The following list is the Kiloview compatible list：

Note : Other 4G modems with the same chip driver as above. If you encounter an unsupported 4G modem, you can contact technical support for driver update.

Problem Background

When accessing the decoder IP address through a browser, the login page cannot be displayed or is not fully displayed.

Common Troubleshooting Approaches

Step 1: Change browser:

Sometimes, some browsers may not be compatible with the system, resulting in the login page not being displayed properly. We recommend that you try changing the browser, choose a more compatible Google Chrome or Mozilla Firefox browser, and use it to log in to the system again.

Step 2: Clear cache and cookies:

The login page cannot be displayed or is partially displayed. This may be due to damaged data such as browser cache or cookies. Try clearing the browser cache and cookies and reloading the login page to see if this solves the problem.

Step 3: Check the network connection:

1) Press Win+R on the keyboard at the same time to bring up the run interface.

2) Type cmd and press Enter.

3) The system will automatically pop up the cmd command interface.

4) Ping the device IP to check whether there is packet loss or inaccessibility. If so, check the network status.

Step 4: Use a private browser window

1. Use Google Chrome, click the ” More” button on the right side of the page, and click Open a new Incognito window.

2. Enter the IP address to access, and you can see the login page is complete

Problem Background

When the encoder’s backend webpage can be accessed normally, but clicking the “Login” button results in no response, such issues are often caused by browser cache, abnormal cookies, or browser compatibility. The following steps can be taken to troubleshoot and resolve the problem.

Common Troubleshooting Approaches

1、 Confirmation of Network Connectivity Fundamentals

（1） Ping test device network

• In the cmd interface, enter ping Device IP address (for example, if the device IP is 192.168.1.168, enter ping 192.168.1.168), then press Enter to execute.
• Press the Win + R keys on your computer keyboard simultaneously to bring up the “Run” dialog box.
• In the “Run” dialog box, enter cmd, then press the Enter key to open the system command line (cmd) interface.
  • If you see output similar to “Reply from [Device IP]: bytes=32 time<1ms TTL=64” and there is no “Request timed out”, it indicates that the network connectivity is normal. Proceed with the subsequent browser-related troubleshooting steps.
  • If you see “Request timed out” or “Destination host unreachable”, you need to check:
    • Check if the network cable connection is loose or damaged. Re-seat or replace the network cable.
    • Check if the device power is normal and if the network port indicator light is lit (a steadily lit green light and a blinking yellow light indicate normal status).
    • Check if network devices such as routers or switches are faulty. Try restarting the network devices and test again.

2、Browser cache and compatibility troubleshooting

(1) Clear browser cache and cookies

• General Procedure: Open the browser you are currently using (e.g., Chrome, Edge, Firefox, etc.), and press the Ctrl + Shift + Delete key combination to quickly bring up the “Clear browsing data” interface. Alternatively, you can navigate to Browser Settings → Privacy and security → Clear browsing data.
• Select Data to Clear: Check the boxes for “Cookies and other site data” and “Cached images and files”. Set the time range to “All time”, then click the “Clear data” button.
• Retry Login: After clearing, close all tabs in the browser, reopen the browser, enter the device’s backend web address, go to the login page, and enter your username and password to attempt login again.

(2) Use incognito (privacy) window

• Open the traceless window:
  • Chrome browser: Click the … (More options) button in the upper right corner of the browser, select “New Incognito Window”; or press Ctrl + Shift + N shortcut key to open directly.
  • Edge browser: Click the … button in the upper right corner of the browser, select “New InPrivate Window”; or press Ctrl + Shift + N shortcut key to open.
  • Firefox browser: Click the ≡ (Menu) button in the upper right corner, select “New Private Window”; or press Ctrl + Shift + P shortcut key to open.
• Access the login page:In the address bar of the incognito window, enter the web address of the device backend (e.g., http://192.168.1.168). After entering the login page, input the username and password, then click the “Login” button to attempt to log in.

(3) Replace browser for testing

• If the issue persists after clearing the cache and using an incognito window, switch to another browser (recommended: Google Chrome, Mozilla Firefox) for testing:
  • If the recommended browser is not installed on your computer, go to the official website of the browser to download and install it (e.g., Chrome official website: https://www.google.cn/intl/zh-CN/chrome/).
  • Open the newly installed browser, enter the device backend web address, go to the login page, input the username and password, click the “Login” button, and verify whether it responds normally.

3、Device side configuration and service check (optional, requiring device support for backend login)

• Confirm the status of the device’s web service：If the issue remains unresolved after troubleshooting the browser, and the device supports logging into the backend via serial port, SSH, or other methods, you can try the following steps (ensure you confirm the relevant login information and commands for the device before proceeding, as these may vary between devices):
  • Log in to the device backend: Connect the device to the computer using a serial cable, or use an SSH tool (such as PuTTY), enter the device IP, port (usually default 22), and account password (default is mostly admin/admin, if modified, use the actual password), and log in to the device backend.
  • Check the Web service process: Execute the command ps | grep web (the command may vary depending on the device system, you can also try ps -ef | grep webserver), and check if there are any Web service-related processes running.
    • If a process is displayed, it means the service is functioning normally. You can try restarting the Web service (specific commands should be referenced from the device system documentation, for example, systemctl restart webserver), and then attempt to log in again through the browser.
    • If no process is displayed or the process is abnormal (such as frequent restarts), you need to contact the device manufacturer’s technical support for further troubleshooting.
• Verify the correctness of the account password：
  • Verify the account and password: If you receive a message during login stating “Incorrect username or password,” carefully check:
    • Whether the username and password are the device’s default (the default is usually admin/admin; if they were changed previously, the actual recorded credentials should be used).
    • Whether the password input is case-sensitive, and if any special characters like spaces were accidentally entered.
  • Reset the username and password (if needed): If you forget the password, you can reset it using the device’s “Factory Reset” function (refer to the device’s factory reset manual). After the device is restored to its default settings, log in again using admin/admin and change the password.

4、Advanced troubleshooting and technical support

• Capture packet analysis login request：If the above steps are ineffective, you can capture and analyze the login request using the browser’s “Developer Tools” to check for any server-side anomalies.
  • Open Developer Tools: On the browser’s login page, press F12 or Ctrl + Shift + I to open the “Developer Tools”, then switch to the “Network” tab.
  • Record the login request: Enter the username and password, click the “Login” button, and observe if there is a login or similar login request in the “Network” tab.
    • If the request status is an error code such as “404” or “500”, it indicates that there may be a service abnormality on the device side, and further troubleshooting with the device logs is required.
    • If the request has no response or times out, review the previous network connectivity test results, and check for firewall or port restrictions between the device and the network (the default port for the device’s Web service is commonly 80, 8080, etc., and it needs to be confirmed whether it is blocked).

Problem Background

Some users often purchase codec cards at the same time when purchasing equipment. When configuring the device for the first time, they can access the decoder’s management page through the default IP address to perform other configurations, but cannot access the RE-3 web management page through 192.168.1.168, and the browser cannot open it.

Common Troubleshooting Approaches

1、Reason for the problem

RE-3 is not consistent in design with other codec boards.It defaults to using DHCP to obtain IP addresses when it leaves the factory, so it cannot directly access the device’s web pages by maintaining the IP address 192.168.1.168 like other types of cards.

2、Solution

You can try the following steps to solve the problem:

1. Obtain IP in factory DHCP mode.

If the network used has DHCP function, the device will automatically obtain an IP address through DHCP after connecting to the network. After RE-3 is powered on from the factory, it will automatically turn on one NDI/HX stream by default.Therefore, after connecting the power supply and Ethernet, the Studio Monitor within the same LAN can be opened to automatically detect this RE-3.Enter the preview interface of RE-3, click on the gear in the lower right corner to jump to the web management page of the card.After entering the web management page, you can configure other network modules.

2. Obtain the default IP address by manually turning on the dip switch on the card board.

If the network used does not have DHCP functionality, or if the card does not appear in the Studio Monitor playlist, we can still access it by opening the default address of the card.

There is a dip switch with a yellow protective film attached to the upper left part of the card board. After removing the yellow protective film, you will see a white dip switch. Turn the switch to the ON end to enable the default IP address 192.168.1.168 of the card board.

Problem Background

When E1 is used to encode the NDI source and the video source is connected, the web page does not display information such as the video source’s resolution and frame rate , or the preview image on the web page is abnormal.

Common Troubleshooting Approaches

Step 1: Check if the SDI cable is connected

E1 supports up to 3G-SDI connections. If the SDI cable is not properly connected, E1 may fail to recognize the signal source. Therefore, you need to check whether the SDI cable connecting the video source and E1 is properly connected.

If the cables are checked and connected properly, but the input resolution is still not recognized, you need to replace an SDI cable (make sure it is a normal cable) and perform a comparison test.

Step 2: Check the resolution of the video source output

E1 supports up to 1080P60 video input, but cannot support 6G-SDI and 12G-SDI input . Therefore , it is necessary to check whether the output resolution of the video does not exceed 1080P60 .

Step 3: Check the Level of the video source output

After checking the SDI cable and resolution and confirming that they are correct, the E1 preview stream is still abnormal. In this case, you need to check whether the video signal output by the video source is Level A or Level B.Usually 1080 P50 and 1080 P60 distinguish Level A and Level B, while KiloView ‘s E1 only supports Level Therefore, it is necessary to switch the output to Level A on the video source.

Problem Background

The preview image of the E/P series encoder is always disjointed from card to card after the signal source is connected.

Common Troubleshooting Approaches

1. Ensure that the signal source itself has a smooth image;

2. In order to meet the needs of different customers and reduce the burden of device performance and bandwidth, our encoder preview has two modes: “image” and “video”, which will not affect the encoding output.

 If the “Image” mode is selected, it will cause a “lag” phenomenon due to refreshing an image every 3 seconds.

Problem Background

When using the voice intercom function, the E/P series encoder reports an error when clicking to jump

Common Troubleshooting Approaches

1. Due to the use of HTTPS protocol for voice intercom function, it needs to be enabled in the network settings to redirect access normally2. Go to “Settings” – “Network Settings” – “Advanced Settings”, check “HTTPS”, and click on “Apply”.

Problem Background

During recording, the E3 series can download/view/delete video files through the web.

Common Troubleshooting Approaches

1. Accessing the encoder backend.
2. E3, under “Recording and Shortcut”, P3/P3mini, and then “Recording” settings, click on the storage device (note: P3/P3 mini does not support network storage).

3. Click on the storage device to download/delete recorded files.

Problem Background

In the early stage of project construction, there may be more network problems, and you need to test the connectivity from the device to the other end. Most of ChanceOLINK’s products have ping function, which can realize this test.

Common Troubleshooting Approaches

Take the E3as an example:

1.Click on Settings on the E3, go to Network Traffic, then click on the ping button in the upper right corner.

2.Enter the IP address of the destination to see if it can be pinged.

Problem Background

The customer found that even if the bitrate is set to CBR, the bitrate still cannot reach the set constant value. They asked how to insert empty packets and fix the bitrate to a constant value.

Common Troubleshooting Approaches

The reasons why the actual encoding rate may not always reach the set fixed CBR are:

1. Changes in video content: Different scenes in the video have varying levels of complexity, which may lead to fluctuations in bitrate.

 If the complexity of the video source is low, according to the dynamic bitrate algorithm, the actual encoding bitrate will not be too high.

2. Network conditions: The available network bandwidth may affect the encoder’s ability to maintain a constant bit rate.

3. Quality of Service (QoS) settings: If QoS settings are in place, they may prioritize other traffic over video streams, affecting bit rates.

4. Encoding parameters: Encoding settings such as resolution, frame rate, and GOP size may affect the overall bitrate.

Solution:

Many broadcasting and television industries have strict control over bitrate, and to achieve a constant bitrate, empty packets can be set for SRT streams.

 A null packet is a special type of network data packet that is empty or contains only padding data, without actual valid data.

Empty packets are typically used for the following purposes:

1. Maintain streaming media connection: In streaming media transmission, it is necessary to keep the connection active even without actual data transmission.

 Empty packets can help maintain the connection for streaming media transmission, ensuring that the receiving end does not disconnect due to prolonged lack of data.

2. Synchronization and clock management: In real-time streaming media transmission, empty packets can help the receiving end maintain time synchronization.

 They may contain timestamps or synchronization information to help the receiver and sender maintain time synchronization.

3. Network congestion control: Empty packets can be used as part of congestion control.

 The sender can detect the congestion level of the network and adjust the sending rate by sending empty packets.

4. Error detection and recovery: Empty packets can be used to detect network errors.

 For example, if the receiving end does not receive a data packet within the expected time interval, it can send an empty packet as a heartbeat packet to detect the connection status.

5. Preventing packet loss: In some transmission protocols, sending empty packets can reduce the situation where the receiving end needs to re request data due to continuous packet loss.
Setting up an empty packet is done as follows:

Step 1: Upgrade the firmware to version lastest first.

Only supports SRT and TS-UDP protocols.

Step 2: Create SRT Flow Service

Fill in the SRT flow service configuration information and select the empty packet multiple to be inserted.

Note that the multiple here is a multiple of the set encoding rate.

 For example, setting the CBR to 6M and inserting empty packets at a multiple of x1.5 results in an actual bitrate of 9MB * 1.5.

 It indicates that CBR may fluctuate based on the complexity and quality of the video source, but it will definitely plug the bitrate to 9Mbps, which is a fixed bitrate to some extent.

Insert empty packets up to a maximum of 50MB.

Step 3: Click OK, save the configuration, and start streaming

Problem Background

The E3 multichannel configuration supports up to 4 channels with corresponding correspondences

Common Troubleshooting Approaches

1. Launch E3 and log in to E3’s web management page

After logging in, first check if you have upgraded to the latest version.

 In the early version, 8-channel encoding was implemented, but due to performance issues, it was found that the device was prone to crashing when encoding 8-channel. Therefore, the 8-channel was cut off and reduced to 4 channels.

 Currently, HDMI/SDI only supports up to 4 channels for encoding.

2. Enter the audio editing module

In the upper right corner of the audio editing module, click and select Settings to enter audio editing.

3. Configure multi-channel

Select the number of channels to be encoded in the Channels column and click to enter the multi-channel mapping configuration page.

 Here, taking 4-channel as an example for explanation.

4. Explanation of the correspondence between multi-channel mapping

On the channel mapping configuration panel, the left side is the encoded channel.

 Under the condition of selecting 4 channels in the third step, fix it as 1/2/3/4 channels.

 If 2-channel encoding is selected, it will be fixed to 1/2 channel.

On the right is the Input Channel audio source channel, which is based on the number of channels in the audio source. If the audio source is 4 channels, 4 configuration buttons will be displayed. If the audio source is 2 channels, 2 audio configuration buttons will be displayed.

As shown in the following figure:

The channel number of the audio source will be displayed in the drop-down list of the configuration button for each encoding channel, and the number is sorted by default according to the channel of the audio source.

 Choosing a few means mapping the channels of the video source to the encoded channel number.

As shown in the following figure, in the first channel configuration of encoding, selecting the second channel of the audio source indicates mapping the second channel of the audio source to the first channel of the E3 pushed audio stream.

In the second channel configuration, selecting the fourth channel of the audio source indicates mapping the fourth channel of the audio source to the second channel of the E3 pushed audio stream.

5. Save configuration

Click OK to save the configuration and start streaming.

Problem Background

Use E1 to encode the video source. After decoding it, it is found that the encoding bit rate of E1 fluctuates greatly.

Common Troubleshooting Approaches

Due to the hardware chip limitations of E1 and other factors, it is impossible to achieve true CBR – constant bit rate mode streaming, but the bit rate can be made relatively stable through the following related configurations.

Step 1: CBR mode of device encoding bitrate

Enter the encoding settings of E 1 and adjust the bit rate control mode to CBR – constant bit rate mode, as shown below 

Step 2: Insert an empty package

the push parameter settings of the streaming service . Take SRT as an example. After entering the push parameter settings of SRT, open the advanced settings option, find the insert empty package configuration, select an empty package of ×2.0 or more, and click Save after the settings are completed, as shown below:

Problem Background

Using has found that the PCR PID is consistent with the audio PID, but PCR is usually on the video PID because if it is on the audio PID, due to the transmission characteristics of audio data (e.g. the transmission rate of audio data may be lower than that of video data), PCR information may not be sent regularly or may be missed due to transmission delays, which can cause problems with the time synchronization of the receiver decoder.

 So how to check the PID of PCR and the PID of audio and video?

Common Troubleshooting Approaches

1.PCR (Program Clock Reference):

PCR stands for Program Clock Reference Value.

It is a timestamp periodically inserted in the MPEG transport stream, used to synchronize the clock of the receiving end with the clock of the sending end.

PCR can ensure that the decoder at the receiving end can correctly decode and play audio and video streams, avoiding playback problems caused by clock synchronization.

2.PID (Packet Identifier):

PID is an abbreviation for packet identifier.

It is a unique identifier used in MPEG transport streams to identify different types of packets.

For example, video packets will have a specific PID value, and audio packets will also have a different PID value.

PID allows the decoder at the receiving end to recognize and separate different types of data streams such as video, audio, subtitles, etc.

Overall, PCR is responsible for ensuring time synchronization of audio and video data streams, while PID is responsible for identifying the source classification of different types of data packets.

 These two concepts are crucial for ensuring that audio and video in MPEG transport streams can be decoded and played correctly.

Inspection steps

1. Borrow the EasyICE program, install and launch this application

2. View PCR PID

When opening the test in the program, use VLC to record the ts stream obtained.

 TR 101290 is known as the synchronization and error detection standard for digital video broadcasting (DVB), which defines how to synchronize transport streams, detect transmission errors, and ensure data integrity.

Click on the TR 101290 module to observe PCR accuracy errors and PID information.

3. View audio and video PID

Open the media playback information to view the parameter information of audio and video, as shown in the following figure:

Note that PCR is a clock that can be embedded in both video and audio without any errors.

 But PCR is usually performed on video PID, because if it is performed on audio PID, PCR may rarely reach, resulting in data loss.

Some users’ monitoring systems may report issues with PCR lateness, and some televisions may not handle it well.