User Manual v.1
QVidium
®
QVDEC4K™ UHD/HEVC Video Decoder
Copyright 2023 QVidium
®
Technologies, Inc.
Page 24 of 34
6
Troubleshooting & Support
The QVDEC4K
™ includes a number of features to aid in system security and logging.
6.1 Troubleshooting
– Common Problems
In general, if you are having trouble getting video from the decoder to the
decoder, follow the following procedure:
1. Check the
Dashboard
page for a valid bit rate to make certain that the decoder is
running and receiving a stream, or click on
Decoder/Log
and e-mail the log output to us
along with your phone number so that we can contact you.
2. Delete your current profiles and start with the Default settings on the decoder and
decoder and avoid changing any Advanced Settings.
3. Restart the decoder using the default settings (only changing the bit rate, video input, and
destination IP address. If still no input, then please check the
Decoder/Messages
page
for errors.
4. Try using the optional UDP output to send a copy of the decoder stream to a local PC
running VLC (on a local area network, not over the Internet). NOTE: If GDR is enabled on
the encoder, you must start VLC before starting the decoder for VLC to work with GDR.
5. If you can receive the stream over your LAN using VLC running on the encoder's
network, but the
Dashboard
page shows
No Data
, then you likely have a firewall before
the decoder blocking the traffic. You must add a Port Forwarding rule on the decoder-
side firewall to allow UDP traffic on port 10000 (or whatever UDP port you had set on the
decoder).
If this does not help, or for other problems, please see below:
No response from web browser or cannot ping system
1. Make certain that device is powered on and connected to your network.
2. Check that green LAN light in front is lit and link light at RJ-45 port is on.
3. Make certain that device is on the same subnet as the computer you plan to connect to.
(Either use a cross-over Ethernet cable to connect directly to the computer or connect
through the same switch as your computer.)
4. Use
QVidium’s
CodecManager
application to find IP address of system and to confirm that
Decoder is online. You can download
CodecManager
from QVidium’s Download page
), click on
Downloads
, and scroll down to the
QVidium Decoder
Management Software
section. Download and install the file: QVidiumCodecManager-
X.msi (X is the current version number). If that fails to locate your Decoder, then try the
other LAN port. If still not seeing the code, then continue to step 5.
NOTE: CodecManager
requires that any intermediate switches or other network
equipment between your PC and the QVDEC4K Decoder must pass Ethernet Broadcast
packets. (If not, then you can try using a cross-over Ethernet cable and connecting the
QVDEC4K decoder directly to the PC. If
CodecManager
still does not appear to find the
QVDEC4K-Decoder, even after selecting the correct Network Interface (if not grayed out)
and clicking on the Discover button, and you are certain that the switch passes Ethernet