🚨 Troubleshooting: Black Screen on Video Source in Preview

If you are experiencing a black screen on a video source, follow these steps to diagnose and resolve the issue.

Step 1: Check If the Whole System Is Affected

✅ Action:

• Check if only one active video source has black preview frame or if all video streams are down.

• If all streams are black, a single faulty source may have crashed the entire processing pipeline.

✅ If only one stream is black:

• Proceed to Step 2 to troubleshoot the specific video source.

❌ If all streams are down:

• Skip to Step 3 to check for a broken stream affecting the pipeline.

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Step 2: Test the Video Stream in VLC

✅ Action:

1. Open VLC Media Player.

2. Go to Media > Open Network Stream and enter the video stream URL (e.g., RTSP, HTTP).

3. Click Play and check if the video appears.

✅ If the stream works in VLC:

• The issue is possibly within the processing system (pipeline conflict, bandwidth issue, or software settings).

• Proceed to Step 3.

❌ If the stream does NOT work in VLC:

• The problem is with the camera, network, or video source configuration.

• Restart the camera and try again.

• If the issue persists, check the network connection and verify the camera settings.

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Step 3: Disable Other Video Sources

✅ Action:

• In your system settings, deactivate all other video sources and leave only the problematic one enabled.

• Reboot Service in System Settings and check if the black screen issue is resolved.

✅ If the video now works:

• There may be a resource conflict (too many streams active at once).

• Reduce the number of active streams or lower their resolution.

❌ If the black screen remains:

• Proceed to Step 4.

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Step 4: Reboot the Processing Device

✅ Action:

• Go to Device Settings and perform a full reboot.

• Wait for the system to restart and check the video stream again.

✅ If the video works after reboot:

• The issue was likely a temporary software or network glitch.

❌ If the black screen persists:

• Proceed to Step 5.

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Step 5: Check Network & Camera Configuration

✅ Action:

• Verify that the camera is connected to the correct network.

• If using a wired connection, check cables and switch ports.

• If using Wi-Fi, ensure the signal is strong and there is no interference.

✅ Try adjusting camera settings:

• Change the resolution or bitrate to a lower value.

• Try switching the compression format (H.264, H.265, MJPEG).

• Restart the camera and retest in VLC.

• Change authentication to Basic

❌ If the issue persists:

• Proceed to Step 6.

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Step 6: Reach Out for Support

If none of the above steps resolve the issue, the problem may require deeper diagnostics by the DEKI support team.

📧 Contact DEKI Support at: [e-mail]

When reaching out, please include: 🔹 Device Model & APP / API Version (bottom left corner of the interface) 🔹 Affected Video Source Details (Camera Type, IP, Stream URL) 🔹 Steps Already Taken

Our team will assist you in resolving the issue as quickly as possible. 🚀