---
title: "Live View Troubleshooting"
source: /gcxone/features/video-monitoring/live-view/troubleshooting
locale: en
updated: 2026-09-08
---
## **What Live View Troubleshooting Covers**

This guide helps you resolve Live View issues in GCXONE — from basic stream problems to device-specific and network configuration issues.

## **How It Works**

### Common Issues

1. **Stream Not Loading**

Symptoms: Loading spinner with no video, black screen, or "Unable to start stream" error.

- Verify the device is online in the Device Explorer
- Check streaming configuration
- Verify user has Live View or Operator permissions on the source device
- Test network connectivity
- Restart the camera or device

**Step 2:** **Poor Stream Quality**

Symptoms: Pixelated or blurry video, low resolution, poor image quality.

- Increase stream quality setting in Video Viewer
- Check bandwidth availability
- Verify you are using the primary stream and not the sub-stream
- Enable Local Mode for better quality on-site

**Step 3:** **Layout Issues**

Symptoms: Layouts not displaying correctly, cameras in wrong positions, layouts not saving.

- Verify cameras are assigned to layout positions
- Check grid size matches number of cameras
- Verify user has layout management permissions
- Clear browser cache and reload
- Recreate layout if corrupted

**Step 4:** **Performance Issues**

Symptoms: Video takes too long to load, plays with interruptions, or the system slows down when viewing multiple cameras at once.

- Reduce number of simultaneous streams
- Enable Local Mode for on-site workstations
- Close unused streams when not viewing

**Step 5:** **PTZ Controls Not Working**

Symptoms: PTZ controls not visible, buttons disabled, cannot control camera from Live View.

- Verify the camera supports PTZ
- Check PTZ is enabled on the device
- Verify user has PTZ permissions
- Enable PTZ controls in Live View settings

**Step 6:** **Multi-Camera View Problems**

Symptoms: Grid view not working, cameras not displaying, layout switching issues.

- Reduce number of cameras in grid or use smaller grid size (e.g., 2×2 instead of 4×4)
- Verify grid size is appropriate and all cameras in layout are available
- Use secondary streams for grid views
- Check system resources (CPU, memory, network)

## **Key Capabilities**

### Device-Specific Issues

Some devices require additional configuration for stable live streaming.

1. **Avigilon**

- Verify required ports are open based on your Avigilon configuration. 
- Set Connection Type to WAN (Secured) in Site Networking settings

**Step 2:** **Hikvision**

- Enable UPnP on both the router and the device, or configure port forwarding
- Enable ISAPI protocol for remote access
- Ensure the user account has Admin permissions

**Step 3:** **Dahua**

- Ensure sufficient bandwidth is available (minimum 100 Mbps recommended for multiple streams)
- Verify the viewing workstation meets performance requirements

**Step 4:** **Axis**

- Verify the camera is enabled in system settings
- Confirm compatibility with the operating system and browser environment

**Step 5:** **Camect**

- Use the secondary RTSP profile (sub-stream) to reduce bandwidth usage and improve stability

### Network & Port Requirements

Live View depends on proper network configuration and open communication ports.

Standard required ports:

- **RTSP** — Port 554
- **HTTP** — Port 80
- **HTTPS** — Port 443

Additional ports depending on device:

- **Dahua** control port — 37777

Ensure all required ports are open and not blocked by the firewall. Whitelist GCXONE service endpoints on the customer network if required.

### Diagnostic Tools

Use these steps to isolate the source of the issue before contacting support:

- Test the stream using the manufacturer's native client or software
- If the stream works in the native client but not in GCXONE → the issue is likely platform-related
- If the stream fails in both → the issue is device or network related
- Use HealthCheck to verify camera availability and stream accessibility
- Use AI-based detection to identify blur, obstruction, or degraded video quality

## **Additional Details**

### Troubleshooting Checklist

Before contacting support, verify the following:

- Device is online in the Device Explorer ✓
- Local network connectivity and internet access confirmed ✓
- Device credentials and network configuration verified ✓
- Required ports are open (554, 80, 443) ✓
- User has correct permissions (Live View or Operator) ✓
- Browser cache cleared ✓
- Device restarted if needed ✓