61
DOC-USR-0264-02
____________________________________________________________________________________
Z3 Technology, LLC
♦
100 N. 8th St. STE 250
♦
Lincoln, NE 68508-1369 USA
♦
+1.402.323.0702
APPENDIX B: Support and Troubleshooting
Appendix B: Support
When contacting Z3 Technology for additional support, please click the
Download device logs
button in the
System Setup tab of the user interface at the time the problem occurs and send the resulting .tgz file, along
with screenshots of all applicable tabs in the user interface to Z3.
Appendix B: Troubleshooting
▪
Problem:
Web browser user interface does not come up.
- Is the Ethernet cable plugged in to the encoder solidly (do you see the link light)?
- Do the encoder IP address and the PC IP address have the same first two values (or, if netmask is
set to 255.255.255.0, the same first three values)?
- Do the encoder and the PC have the same netmask? (Default value is 255.255.0.0)
-You can check the netmask of the PC by typing ifconfig in Linux.
- Are all firewalls on the network turned off?
-Try connecting the PC directly to the board without any routers, etc.
- Can the PC and target board see each other on the network?
-Try pinging the encoder IP address from the PC.
-Try pinging the PC from the encoder.
▪
Problem:
Do not see video in VLC (UDP).
-
Does the IP address set in “Dest Address” equal the IP address
of the PC running VLC?
-
Does the port number in “Dest Port” equal the value entered in the URL for VLC?
-
Was “@” included in the UDP address for VLC?
- Is the PC fast enough for 1080p decode on VLC?
- Does the PC have enough DDR to handle 1080p decode on VLC?
- Is VLC version 1.1x or later?
▪
Problem:
Do not see video in VLC (RTP).
- One of the provided SDP files is required. Is the correct SDP file being used?
- H265(HEVC) video + AACHE audio
: use the SDP file entitled “z3
-
netra_h265_aache.sdp”
- H265(HEVC) video + AACHEv2 audio
: use the SDP file entitled “z3
-netra_h265_aachev2
.sdp”
- H264(AVC) + no audio
: use the SDP file entitled “z3
-
netra_h264.sdp”
- Is
“Dest Port” set to 5004?
▪
Problem:
Do not see video in VLC (RTSP).
- Is the version of VLC 2.1.5 or newer?
▪
Problem:
Software update by SD card is not properly updating the unit.
- Is your SD card included on the list of verified cards?
- Is your SD card formatted properly?
- Is the card formatted to FAT or FAT32, whichever was the default option?
-
When formatting the card, was the “Default allocation size” selected for the “Allocation
unit size” option?
