Tag: Buffering

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exacqVision Webservice Linux Knowledge Support Support exacqVision Mobile exacqVision Webservice Products

Web Service Buffering with Black Screen seen on Exacq Mobile 3 and Browser Mobile Client

Description

Viewing live video will cause a black screen on the Live page with a buffering icon. Live video may also work for a short time then start to buffer. This has been noticed on Ipads and Iphones.

Product

exacqVision Web Service 23.09.6.1 up to 24.03

Steps to Reproduce

  1. Open the Exacq Mobile 3 app or Mobile Client within a web browser to connect to the server.
  2. Pull up a live view of a single camera or 4 cameras.
  3. Live view will sometimes show 3 of the 4, or sometimes when adding a single live view it will show video for a short time.
  4. Look in the web service logs for the following error if this behavior is being seen.
debug	get frame	no video in decompressor	nvrg	236426

Expected Results

Users should be able to view the live video.

Actual Results

After a short amount of time, for example 3 minutes, the live view will show a black screen with buffering overlay. Often pulling in the live stream at first will often cause buffering to populate in the view instead of the live video. Specifically with views made up of more than 4 cameras.
This is caused by streaming transcoded jpeg through the mobile app, and decompression is not always being enabled correctly.

Solution

Update to exacqVision Web Service 24.06.1797300.0_x64.
Please contact technical support for assistance on installing this build.
This will be in our 24.09 Release.

AES-909