# 🚨 Troubleshooting: Black Screen on Video Source in Preview

### **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.

***

### **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.

***

### **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**.

***

### **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**.

***

### **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**.

***

### **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:** <support@deki.ai>

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. 🚀