[KBA-00897] How to troubleshoot a “Waiting for signal” message in Omnicast™ 4.x - Omnicast™ 4.0 - 4.8

series
Omnicast™ 4.0 - 4.8
revised_modified
2012-03-27

[KBA-00897] How to troubleshoot a “Waiting for signal” message in Omnicast™ 4.x

This article explains several troubleshooting steps to help resolve the Waiting for signal message in Omnicast™ 4.x systems.

Summary

Most video redirection is performed in 3 hops before it gets to the workstation. In a typical unicast network, the video feed will travel from the camera to the Archiver, the Archiver to the Gateway and from the Gateway to the workstation. In a full multicast network, the video feed may go from the unit straight to the workstation. In the event that video gets dropped at some point along the redirection path, the user will most probably get a Waiting for signal message in the viewing tile.

Below are a few troubleshooting steps to resolve this issue.

More Information

In the event that you get a Waiting for signal message when attempting to view a camera's stream, follow the steps below in the order they are presented.
  1. Make sure that you can ping the unit from the Archiver server:
    1. Open a Windows Command Prompt and type ping <unit IP>.

    If you do not get a reply, make sure that the unit is properly connected to the network. If you are able to ping the unit, go to step 2.

  2. Log into the unit's web interface from the Archiver server and attempt to view video:
    1. Open a web browser, and in the address bar type the unit's IP address.

    If you are unable to log into the unit's interface or view video from the web interface, make sure that the unit is properly connected to the network; otherwise go to step 3.

  3. Try different connection types between the unit and the Archiver:
    1. In the Config Tool, select the unit in the entity tree and click the Network tab.
    2. In the Unit to Archiver section, select different connection types and apply the changes every time.
    3. Try to view video using each connection type.

    If you still get the "Waiting for signal" message, go to step 4.

  4. Try to view some recordings:
    1. Record some video by either setting the camera's recording schedule to Continuous in Config Tool (in the camera's Recording tab), or click the recording button on the lower-right of the viewing tile in Live Viewer. The recording button will turn red if it is recording.
    2. Open the Archive player.
    3. Search for the video you just recorded and attempt to play it back.

    If you are able to play recordings, go to step 5. If no video was recorded, contact the Genetec™ Technical Assistance Center.

  5. Try to view video from the Archiver server:
    1. Open the Live Viewer on the Archiver server
    2. Drag the unit in a tile and try to view video.

    If you are able to view recordings (step 4) and play live video from the Archiver server (step 5), the issue might be video redirection from the Gateway to your workstation. If you are unable to get any recordings, contact the Genetec™ Technical Assistance Center.

  6. Make sure that all the proper ports are open. For a detailed list of the required ports, see [KBA-00170] Default Communication Port Settings for Omnicast 4.X.
  7. Make sure that video redirection is enabled on the Gateway:
    1. Open the Server Admin on the server running the Gateway.
    2. Select the Gateway in the entity tree.
    3. Make sure that Enable video redirection is checked.

    If you are still not getting video, go to step 8.

  8. Force your workstation to different connection types:
    1. Open the Live viewer and click Tools > Options.
    2. Click the Network tab and verify that the proper Network card is selected.
    3. Test different connection types.
      NOTE: You will have to restart the application after every change.

      If you are still unable to view video, contact the Genetec™ Technical Assistance Center.