Troubleshooting image pixelation or poor image quality of cameras in Security Center - Security Center 5.9

Troubleshooting video units and cameras in Security Center

series
Security Center 5.9
revised_modified
2020-07-10

If you are experiencing pixelation or poor image quality when viewing live video in Security Center, there are troubleshooting steps you can perform to determine the cause and fix the issue.

What you should know

This information used to be found in the deprecated knowledge base article KBA-00984.

Procedure

  1. Check if the video quality issue is happening on all or most of the cameras.
    • If the issue is happening on all or most cameras, continue with the next step.
    • If the issue is only happening on a few cameras or one camera, go to step 6.
  2. On the server hosting the Archive role that is managing the video units, open the Windows Task Manager.
  3. Click the Performance tab and check if the CPU or memory usage is high.
    If the CPU or memory usage is high, check if other processes are the cause; if they are, end the processes.
  4. In the Windows Task Manager, click the Networking tab and check if the network usage for the network adapter is over 300 Mbps (over 100 Mbps if you are on the Directory server).
    If the network usage is high, reduce the number of cameras to below 300 on the Archiver role (below 100 if the Archiver role is on the Directory server), or reduce the video quality settings on the cameras in Config Tool. If your quality issues persist, continue with the next step.
  5. On the server hosting the Archiver role, check if there are a lot of RTP Packet Lost events in the Archiver role logs in C:\ArchiverLogs.
    • If there are many events, this issue is most likely caused by an unreliable network. Follow the steps in KBA-00546 to try and resolve the issue. If the quality issues still persist, contact the Genetec™ Technical Assistance Center.
    • If there are only a few events, continue with the next step.
  6. Verify that the video unit is supported by Security Center, and that it is running the certified firmware.
    For a list of video units supported by Security Center, see our Supported Device List.
  7. On the camera web page, view the live video and check if the image is pixelated there also.
    • If the image is pixelated, there are issues with the camera hardware. Contact your camera manufacturer.
    • If the image looks fine, continue with the next step.
  8. On the Archiver server, view the recorded video and check if the playback image is also pixelated.
    • If the image is pixelated, follow the steps in KBA-00546 to try and resolve the issue. If the quality issues still persist, contact the Genetec™ Technical Assistance Center.
    • If the image looks fine, continue with the next step.
  9. In Security Desk, check the video stream information of the camera as follows:
    1. Open a Monitoring task and view the affected camera in a tile.
    2. Press Ctrl+Alt+A or Ctrl+Alt+D to see the video stream statistics and the RTP Packet Lost value.
      If you see that many RTP packets were lost, follow the steps in KBA-00875 to try and resolve the issue. If you cannot find the network issues which caused the RTP packet loss, contact the Genetec™ Technical Assistance Center.