How to resolve Black screen issue for livestream of Z6 camera on portal ?

How to resolve Black screen issue for livestream of Z6 camera on portal ?

When encountering issues with live streaming from your Z6 camera, it's essential to determine whether the problem stems from network restrictions, particularly firewall settings. Follow the steps below to diagnose and address potential network-related issues affecting your live stream.




Step 1: Determine the Scope of the Issue

- Multiple Devices: Check if the live stream issue is isolated to a single device or if multiple devices are affected. This can help determine whether the problem is device-specific or network-related.

 
Step 2: Test Across Different Browsers and Modes


- Browser Compatibility: Attempt to access the live stream using a different browser or in incognito/private mode to rule out browser-specific issues or conflicts due to browser extensions.

 

Step 3: Try an Alternative Internet Connection

 

- Network Variability: Connect the device to a different Internet service provider, such as a mobile hotspot or a home network. This helps identify if the issue is related to the office network.

 

Step 4: Office Network Specific Problem

 

If the live stream functions correctly on other networks but not on your office network, it indicates that the problem might be due to the office network's firewall or DNS settings. Share the following details with your IT team to adjust the settings:

 

            # DNS, Port, and Firewall Settings for Internet Connectivity

  1. Open Bi-directional Traffic: Ensure that servers can communicate freely, including DNS traffic
  2. Firewall Configuration: Confirm that the firewall allows HDP over HTTPS and that outgoing traffic to UDP ports 3478 and 3479 is permitted.

 

            # Stream Live Video Settings

  1. Firewalls might block live video streaming. Adjust your firewall configuration to allow the incoming network traffic as outlined below:

    1. Generic URL Configuration:
      1. For the US: `prodmedia-us-{XX}.surfsolutions.com`
      2. For the EU: `prodmedia{X}.surfsolutions.com`

    2. Servers to Allow Incoming Traffic:
      1. For the US: Add `prodmedia-us-01.surfsolutions.com` to `prodmedia-us-09.surfsolutions.com`
      2. For the EU: Add `prodmedia1.surfsolutions.com` to `prodmedia2.surfsolutions.com`

  2. URLs to Allow Connections From:

  - `http://stun1.l.google.com:19302`

  - `http://stun2.l.google.com:19302`

  - `http://stun3.l.google.com:19302`

  - `http://stun4.l.google.com:19302`

 


Ensure your IT team adjusts the firewall to allow these connections for uninterrupted internet connectivity and live video streaming.

 

 Step 5: Issues Persist Across Networks

 

- If you experience similar issues across different networks, it may indicate a problem beyond network configurations. In such cases, contact the Service Desk team for further assistance.

 

By following these steps, you can effectively diagnose and resolve live stream issues related to firewall settings for the Z6 camera, ensuring reliable and uninterrupted live streaming capabilities.


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