Problem Background

When the device malfunctions due to improper parameter configuration and becomes inaccessible via the web management interface (e.g., forgotten network IP settings or inaccessible web UI), it can be reset using the physical button (RESET key).

Common Troubleshooting Approaches

Locate the RESET button on the device panel；

Press and hold the RESET button for more than 5 seconds;

After releasing the button, the device will automatically restore the factory settings and hard reboot, the reboot process lasts about 1 minute, during which time please wait patiently and do not disconnect the power or operate the button again.

1、What happens to the device after a reset?

After restoring the factory settings, the following parameters of the device will be restored to the default values:

Login information: User name and password are both restored to “admin”;

IP address:

Network port 1 default IP: 192.168.1.168, subnet mask: 255.255.255.0;

Network port 2 default IP: 192.168.2.168, subnet mask: 255.255. 255.255.0;

Other Parameters: All the configurations of decoding parameters and streaming service are restored to the factory default values.

2、How do I log in to the device management page after a reset?

After reset, you can log in to the web management page in the following ways:

Viewing the IP address through the OLED display:

After the device is powered on, click the touch screen button on the front of the D350/D260 to switch the display to the currently connected network port, and then you can view the current IP address of the device;

Enter this IP address in your browser (format: http://IP address /) and log in using the default username
“admin”and password“admin”.

Via default fixed IP address: Enter the default IP address: http://192.168.1.168/ directly into your browser and log in using the default username “admin” and password “admin”.

3、What do I need to be aware of during the reset process?

1. Make sure to press and hold the RESET button for no less than 5 seconds, otherwise the reset may not be triggered;

2. Do not disconnect the power of the device or operate the button again during the reset process (about 1 minute) to avoid device malfunction; 3. All the customized configurations will be cleared after the reset, so it is recommended to record the important parameters in advance (e.g. special network settings, decoding parameters, etc.).

Problem Background

The maintenance IP is the network address of the device’s network port for management and maintenance, through which users can log in to the device’s Web management page for parameter configuration, status monitoring and other operations. The default maintenance IP of the device is a fixed address preset by the factory, which is automatically restored to the default value after restoring the factory settings, and can also be customized by the user in the Web management interface according to requirements.

What is the default maintenance IP for port 1?

The default maintenance IP of network port 1 is 192.168.1.168, and the subnet mask is 255.255.255.0.

This IP is the default fixed address of the device, and even if it is not manually configured, the device can be accessed through this address (make sure that your computer is in the same network segment as network port 1).

What is the default maintenance IP for port 2?

The default maintenance IP for Port 2 is 192.168.2.168 with a subnet mask of 255.255.255.0.

When the device is connected to the network through Port 2, you can use this default IP to access the web management page (make sure that your computer is on the same network segment as Port 2).

What are the considerations for logging in to the Web Administration page using the default maintenance IP?

Network segment matching: When logging in with the default maintenance IP (e.g. 192.168.1.168 or 192.168.2.168), make sure that your computer’s network configuration is in the same network segment as the IP.

If you connect to network port 1, your computer’s IP should be set to 192.168.1.* (* is a number between 1 and 255 except 168);

If you connect to network port 2, your computer’s IP should be set to 192.168.2.* (* is a number between 1 and 255 except 168).

Synchronize the computer network after IP modification: After modifying the IP of the device in the Web management page, you need to restore the network configuration of the computer to the IP of the actual working network to avoid affecting the normal use.

Generalization of default address: Even if you don’t view the current network port through the touch screen, you can directly try to access it with the default IP (192.168.1.168) of network port 1, and if you connect to network port 2, you can try to access it with the default IP (192.168.2.168) of network port 2.

Under what circumstances does the default maintenance IP revert to factory values?

When the device performs the “Restore Factory Settings” operation via the physical button (RESET key) or the web management page, the maintenance IPs of NIC 1 and NIC 2 will be automatically restored to the default values (i.e., 192.168.1.168 for NIC 1 and 192.168.2.168 for NIC 2).

Problem Background

HDMI no output, may be due to the output is not correctly checked, or select the wrong interface, or resolution and other configuration errors.

Common Troubleshooting Approaches

Enter the operation interface of the decoder, find the output source selection area (as shown in the example screenshot), make sure that HDMI 1, HDMI 2 and other corresponding options have been checked, and make sure that the HDMI output interface to be used is selected.

If there are more than one HDMI output ports, check the physical ports actually connected to match the ports selected by the software to avoid the situation of “connecting 1 port but selecting 2 ports”.

Resolution configuration compatibility check

Enter the decoder resolution setting menu to view the currently selected resolution (e.g. 1920x1080P50, etc.).

Confirm the following two points:

The decoder itself supports this resolution output; the display terminal (monitor/TV) connected to supports this resolution input, if the display terminal only supports 1920x1080P60 at the maximum, and 3840x2160P60 (HDMI only) is set, then there may be no output.

If you are not sure about the resolution supported by the display terminal, try to switch to a common resolution (e.g. 1920x1080P60, 1920x1080P30) to test, if the output is resumed, then gradually adjust to the appropriate resolution.

Output Configuration Parameter Validation

An error in parameters (e.g., video output format, frame rate, channel mapping, etc.) in the output configuration causes no HDMI output.

Inspection step：

Video Output Format: Make sure Video Output Format is set to AUTO (to let the decoder automatically adapt to the display), or manually set it to match the format of the display (such as HDMI standard format); if the display is an old device, try to switch it to a HDMI-compatible low-format (e.g., RGB444, etc., adjusted in conjunction with the support of the device).

Frame Rate: Set it to AUTO so that the decoder can automatically synchronize the frame rate of the display side; if you set it manually, you need to make sure that the display side supports this frame rate, otherwise it is easy to have no output or screen lag.

Mapping: Check the mapping relationship between HDMI Channels and NDI Source Channel and Output Channel, click Default to restore the default mapping, to avoid incorrect customized mapping leading to incorrect signal output to HDMI interface.

Hardware troubleshooting

After troubleshooting the software configuration problem, there is still no HDMI output, you need to check the hardware.

Inspection step：

Interface and cable: Replace the HDMI cable to check the damage of the cable; plug and unplug the HDMI cable to make sure that the interfaces at both ends are firm and not loose or oxidized; try to replace the HDMI input port on the display side to troubleshoot the interface failure on the display side.

Decoder hardware: restart the decoder, if there is no output due to the temporary abnormality of the device, it may be restored after restarting; if restarting is invalid, contact the device manufacturer or after-sales service to detect whether the HDMI output module of the decoder has hardware failure (e.g., the interface circuit is damaged, etc.).

Through the above steps, you can gradually troubleshoot the decoder HDMI no output problem, covering misconfiguration, compatibility mismatch and hardware failure scenarios.

Problem Background

The small screen allows you to view the ip address assigned to the device’s network port.

Common Troubleshooting Approaches

After the device is powered on, use the touch screen buttons on the front panel, click to switch the display screen, select the currently connected network port (port 1/port 2), and then you can view the IP address of the corresponding network port on the OLED display.

For example:If the device is connected to the network through Port 1, switch the screen to the Port 1 display page, and the screen will show the IP information of Port 1 (e.g., 192.168.XX.XX); similarly, you can view the IP of Port 2, which is convenient for quickly confirming the network configuration of the device.

Problem Background

POE (Power over Ethernet), or Power over Ethernet, refers to the existing Ethernet Cat.5 cabling infrastructure without any changes in the case of some IP-based terminals (such as IP phones, wireless LAN access points AP, network cameras, etc.) to transmit data signals at the same time, but also to provide DC power supply technology for such equipment. Simply put, it is the use of network cables to simultaneously transmit data and power, reducing the need for additional power cables and making the deployment of equipment more simple and convenient.

Whether D350 and D260 support POE powering？

D350：Supports POE power supply. POE” is clearly labeled on its POE-enabled network port. This means that if the relevant conditions are met, power can be supplied to the D350 via a network cable from a POE-enabled switch or other device, without the need to connect an additional DC12V, 1A power adapter.

D260：POE power supply is not supported. When using the D260, you need to connect a DC12V, 1A power adapter to power the device.

What are the requirements for switches and cables if using POE powering？

For Switch

• Support POE standard: The switch needs to support IEEE 802.3af or IEEE 802.3at standard, the former can provide up to 15.4W power output, the latter can provide up to 30W power output. Select the appropriate standard POE switch according to the actual power requirement of D350 to ensure stable power supply.
• Number of Ports and Layout: According to the number of devices that need POE power supply in the actual network, choose a switch with enough POE ports, and consider whether the layout of the switch ports is convenient for network cable connection.
• Compatibility: Before purchasing a switch, confirm its compatibility with the D350 in terms of POE power supply to avoid incompatibility that may lead to failure of normal power supply or abnormal operation of devices.

For RJ-45 Cable

• l Cable Type: It is recommended to use CAT5e and above cables, which perform better in data transmission stability and support POE power supply, CAT5e cables can support 1000Mbps network transmission rate and POE power transmission.
• l Quality Assurance: Make sure the cable is of good quality, no damage, breakage, etc. Otherwise, it may affect the power transmission and data communication, resulting in the D350 not working properly or unstable network and other problems.

What else do you need to be aware of when using POE power with the D350？

• Power supply redundancy: Although the D350 supports POE power supply, in some scenarios that require high power stability, you can consider equipping a backup power supply solution in case the POE switch fails, the device can continue to work.
• Heat dissipation management: When using POE power supply, the device may generate a certain amount of heat, make sure that the D350 is placed in a well-ventilated environment to ensure that the device is properly dissipated to avoid overheating affecting the performance and life of the device.
• Configuration check: After connecting the POE switch and D350, check the network connection and working status of the device to make sure whether the POE power supply is normal and whether the device can get the network configuration and work normally.

Problem Background

D350/D260 power on the small screen can not display or abnormal.

Common Troubleshooting Approaches

1. judgment is a small screen hardware problems

Set the PC IP to 192.168.1.200 255.255.255.0, and network port 1 direct connection, through the CMD command line ping maintenance address: 192.168.1.168 can be accessed normally, if the following can not be connected to the situation, continue to troubleshooting steps.

1. Reset by physical buttons

Use a small pin to long press the reset button marked in the figure for more than 10 seconds, the device will be reset and the maintenance network port IP will be restored to 192.168.1.168.

The login account password will also be reset to “admin/admin”.

Problem Background

Decoder forgets login password or IP address, making it inaccessible.

Common Troubleshooting Approaches

If the decoder forgets the login password or IP address, resulting in inaccessibility, you can long press the Restore Factory Settings button for 5-10 seconds, and after restoring the factory settings, you can use the default account password to login:

Default account password: admin admin

Default IP: 192.168.1.168

Problem Background

After clicking on the voice intercom to jump to the web page, it reports an error that it can not be accessed.

Common Troubleshooting Approaches

1. To make sure the https port is enabled, you can go to “Settings” – “Network Settings” – “Advanced Settings” and check the “https” box. ” will work.

2. A prompt to switch to https pops up when you click on voice intercom.

3. Click on the confirmation after the normal will automatically jump, if not automatically jump, may be the browser does not allow automatic jump, this time you can manually switch,Copy the IP address.

For example: http://192.168.28.59/ change it to https://192.168.28.59/and then paste it into the address entry field to use it.

Then you can access the page as https

Problem Background

The device does not power up properly and the address cannot be accessed.

Common Troubleshooting Approaches

When encountering the device can not power on, you need to check whether the power adapter is working properly, you can use the power adapter of other devices to compare the test, if you can power on, but the device is in a false-dead state, you can press the Restore Factory Settings button on the device to reset it, long and secure for about 10 seconds.

After the reset is completed the default address is restored to: 192.168.1.168

Default account password: admin/admin

Problem Background

After logging into the decoder, the top popup appears as Login Successful, but the page remains unchanged.

Common Troubleshooting Approaches

The problem may be caused by the page cache, actually the decoder has not started.

At this time, you can use CMD’s ping command to ping the decoder’s IP address to see if it is online, if you can ping the decoder’s IP, then you can use ctrl+F5 to clear your browser’s cache or use your browser’s no-trace mode to visit again.

Problem Background

UI is not consistent with the user manual

Common Troubleshooting Approaches

There are two versions of the decoder, the old firmware and the new firmware, the old firmware version number is 1.XX

1. You can go to our official website (www.kiloview.com/en) to download the latest version of the firmware, so that the device works in the best state!

2. The new version of the decoder page matches the image below.

3. If the page still does not work, you can press ctrl+F5 on your keyboard to refresh the page, or try a different browser.

Problem Background

The decoder is unable to automatically discover NDI streams across network segments, etc., when decoding NDI streams.

Common Troubleshooting Approaches

1. Login to the decoder web backend, click on the “+” sign to the right of the source group, and select “NDI” – “Manual Configuration”.

2. Enter the address of the NDI stream to be decoded and click the “+” sign on the right, and then click Confirm after the address appears in the “Address List”.

3. After clicking the Refresh button on the top right, you can find the NDI stream, check the box and click Confirm to decode it

Problem Background

Since some monitors have different color space support which may cause abnormal colors on the display screen, you can modify the appropriate color space in the decoding output settings.

The following is an explanation of each color space option:

1.RGB 4:4:4：

RGB stands for Red, Green, Blue color channels.。

4:4:4 means that each color channel is fully sampled, i.e., each pixel contains information from the red, green and blue channels without any loss of color information. This is a lossless color representation and is commonly used in image and video editing and storage to retain the highest quality color information.

2.YCbCr 4:4:4：

YCbCr represents the color representation of the luminance (Y) and the two chrominance (color difference) channels (Cb and Cr).The Y channel contains luminance information, while the Cb and Cr channels contain color difference information.

4:4:4 means that each color channel is fully sampled, similar to RGB 4:4:4, with no loss of color information. This type of color representation is commonly used in broadcast and video production to maintain high quality color information.

3.YCbCr 4:2:2：

4:2:2 means that the luminance channel (Y) is sampled at full, but the chrominance channels (Cb and Cr) are sampled at half the rate of the luminance channel. This means that every two neighboring pixels share a chrominance channel.

This type of sampling reduces the resolution of the chrominance information, but is often used in video compression to reduce the amount of data while still maintaining relatively high visual quality. This is more common in digital video.

4.YCbCr 4:2:0：

4:2:0 means that the luminance channel (Y) is sampled at full scale, but the chrominance channels (Cb and Cr) are sampled at half the rate of the luminance channel and are sampled both horizontally and vertically.

This type of sampling is used in video compression to reduce the amount of data, but loses more in color resolution. It is used in many digital video standards such as H.264 and HEVC.

Common Troubleshooting Approaches

1、Log in to the device web management page

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

2、Output settings

Click Video Output at the top right of the Output window.

3、Color space setting

Click HDMI Color Mode to select the options RGB444, YCBCR444, YCBCR422, YCBCR420 as desired.

4、After selecting the desired color space, click OK.

Problem Background

The decoder output screen is normal, but there is no audio, you need to check if the output window has audio turned on. Currently audio decoding supports MP2, MP3, G.711, AAC (AAC-LC, AAC-HE, AAC-HE-V2, AAC-LD).

Common Troubleshooting Approaches

1、Log in to the device web management page

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

2、Check that the output window is turned on for audio output

Check the speaker icon at the bottom left corner of the video source inside the output window, make sure the speaker is turned on.

3、Adjusting the output volume level

Click the Mix Control button to enter the Mix Control screen.

4、Confirm that Audio Output is checked

Audio Output in the upper right corner to confirm that Output is checked.

5、Confirm that the audio format of the video source can be supported

You need to check the audio format of the video source, currently the audio decoding supports MP2, MP3, G.711, AAC (AAC-LC, AAC-HE, AAC-HE-V2, AAC-LD).

Problem Background

RD260 & RD350 found that the routing policy does not take effect after setting up the routing policy, but the same routing policy setting is normal on DC230 & D350.

Common Troubleshooting Approaches

1. Routing setup problems

The product routing policy setting is executed by calling the static route command of the operating system itself, please execute it in the following standard format

Destination: destination address/segment

Subnet Mask: destination address subnet/segment mask

Gateway: destination address or local gateway

Example:

Target: 192.168.25.0 Subnet Mask: 255.255.255.0 Gateway 192.168.25.254

The above will forward traffic from the target network 192.168.25.0/24 through gateway 192.168.25.254

2. Difference between RD series and D series network port

Network port 1 and network port 2 of RD series are opposite to D series, For example, if D series network port 1 is configured with a routing policy, it needs to be configured on network port 2 for RD series to take effect (to be corrected in subsequent releases).

Therefore, the routing policy network port correspondences are as follows:

Network 1 needs to be selected for routing policy configuration: network 2

Network 2 needs to be selected for routing policy configuration: network 1

Problem Background

The decoder selects 1080P59.94 output and the receiver side detects 1080P60

Common Troubleshooting Approaches

1. Check if both SDI and HDMI are selected in the WEB page decode box.
2. All resolutions labeled with SDI only or HMDI only are valid only on the SDI or HDMI output connector, otherwise they will be output as the resolution closest to this resolution, such as 1080P 59.94Hz will be displayed as 1080P60Hz.

If the output is on multiple interfaces and one interface cannot support the specified resolution (e.g. 4K resolution cannot be supported on SDI), the system will automatically select a resolution that can be supported instead.

Problem Background

When the decoder is running under high load for 7*24 hours, the Linux system itself processes will have memory leaks and other problems, which will lead to problems such as pulling streams full, lagging, and system exceptions on the device.

Common Troubleshooting Approaches

1. It is recommended to set up automatic restart at non-usage time
2. Login to the background of the device, click “Settings” – “Advanced Settings”, you can set the customized restart time.

3. Restart cycle can be by day, week, month.

Problem Background

After upgrading RD350, RD260, D350, D260 decoders to version 2.02, SRT and RTMP streams that can be decoded normally cannot be decoded normally, and the word “NO Video” is displayed.

Common Troubleshooting Approaches

1. Due to the new “Response Speed” in firmware version 2.02, the default reconnect time is 5 seconds, which causes SRT and RTMP protocols to pull streams again when they have not been successfully pulled, resulting in decoding failure
2. Login to the backend of the device webpage and select the gear icon at the top right of the source.

3. Click “Response Speed”, it is recommended to set more than 15 seconds in SRT, RTMP decoding, and then adjust according to the actual network conditions.

Problem Background

Some customers need to select the main stream or sub-stream decoding, and in the case of multi-screen, it will default to decode sub-streams on more than 6 screens, which will lead to the failure of decoding some stream services without sub-streams.

Common Troubleshooting Approaches

1. Log in to the web backend of the decoder and click the gear icon in the upper right corner of the video source in the source list.

2. Click “Stream” option, you can choose three ways: AUTO: default decode main stream below 6 screens, FULL: main stream, Preview: sub stream.

Problem Background

D/RD series encoders report an error after clicking on the jump when using the voice intercom function.

Common Troubleshooting Approaches

1、Since the use of the voice intercom function requires the use of the https protocol, you need to enable it in the network settings in order to properly jump to access the.

2、Go to “Settings” – “Network Settings” – “Advanced Settings”, check ‘HTTPS’ and click “Apply”Apply.

Problem Background​

Sometimes it is necessary to check the connectivity between the decoder and a specific device to troubleshoot decoding failures caused by underlying network issues. In such cases, a ping operation can be performed on the decoder.

Common Troubleshooting Approaches

1. Access the backend web interface of the device and select “Settings.”

2. Proceed to “Network Settings,” then click the Ping button.

3. Enter the target IP address in the field to check whether the ping is successful.