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Troubleshooting

Overview​

This section helps diagnose and resolve common issues when working with ITVDesk as a virtual ONVIF IP camera or NVR.

Most problems can be identified quickly by:

  • UI status indicators
  • Preview & Test tools
  • ITVDesk VMS Client or ONVIF Device Manager

Follow the checks below in order.

tip

If you are troubleshooting a camera configuration, run Network Camera Test first.

It provides an end-to-end verdict and a report you can copy/export.

Network Camera Test / Advisor​

Use these built-in tools before changing random settings:

If a test fails, fix the reported item and run Retest.

ONVIF Device Not Detected​

Symptoms​

  • ITVDesk does not appear in VMS or ONVIF Device Manager
  • Device discovery fails

Checks​

  • ONVIF status indicator is 🟢 green
  • Correct IP address and ONVIF port are used
  • No firewall is blocking ONVIF ports
  • Device is on the same network segment (for discovery)

Notes​

  • Discovery may be limited across subnets
  • Try manual device add using IP and port

Fast Fix​

  • Ensure Discoverable in ONVIF Scan is enabled for the camera.
  • Run Network Camera Advisor to confirm discovery on the current subnet.

RTSP Stream Not Available​

Symptoms​

  • ONVIF device is visible
  • No video stream or black screen

Checks​

  • RTSP status indicator is 🟢 green
  • Use Test Stream button in the UI
  • Verify RTSP URL format
  • Check encoder and media source selection

Common Causes​

  • RTSP port blocked by firewall
  • Media source not active
  • Stream not initialized yet

Fast Fix​

Port Conflict​

Symptoms​

  • ONVIF or RTSP indicators are red
  • Clients connect but fail to stream

Checks​

  • Run Network Camera Test and review Port Conflict.
  • Ensure ONVIF HTTP/HTTPS ports do not overlap RTSP/RTSPS or RTSP-over-HTTP/HTTPS.

Client Cannot Connect (Blocked / Lockout)​

Symptoms​

  • Client authentication fails repeatedly
  • Client gets blocked after bursts
  • Connections work from one IP but not another

Checks​

Video Appears but Image Is Incorrect​

Symptoms​

  • Video is rotated, flipped, or too dark
  • Colors or contrast look wrong

Checks​

  • Verify Image Settings
  • Check Video Rotation settings
  • Reset image settings to default if unsure

Notes​

  • Changes are applied in real time
  • Preview shows the final processed output

Motion Detection Events Not Triggering​

Symptoms​

  • Video stream works
  • No motion events in VMS/NVR

Checks​

  • Motion Detection is enabled
  • At least one event source is active (mouse, keyboard)
  • Motion duration is greater than 0
  • VMS/NVR is subscribed to ONVIF events

Important​

tip

Motion Detection sends events only and does not start local recording.

Alarm IN Not Working​

Symptoms​

  • Keyboard shortcut pressed
  • No alarm event received by VMS/NVR

Checks​

  • Correct keyboard shortcut configured
  • ITVDesk window is running
  • Alarm duration is set
  • Test using ONVIF Device Manager event view

Notes​

  • Alarm IN is a manual operator-triggered event
  • No local alarms are generated

Relay OUT Not Triggering Local Actions​

Symptoms​

  • Relay visible in VMS
  • No action executed on the computer

Checks​

  • Relay mode and delay configured correctly
  • Test relay locally using UI toggle
  • Verify selected action (run file / command / system action)
  • Ensure permissions allow execution

Security Note​

tip

Relay OUT executes local system actions. Ensure only trusted VMS systems have access.

P2P / Platform Access Not Connecting​

Symptoms​

  • Device shows offline in platform
  • Remote access unavailable

Checks​

  • Internet connectivity available
  • P2P Connect enabled
  • Device address and verification code are correct
  • Firewall allows outbound connections

Notes​

  • P2P does not require port forwarding
  • Connection may fall back to relay if direct P2P is not possible

Status Indicator Reference​

IndicatorMeaning
ONVIF 🟢ONVIF services running
ONVIF 🔴ONVIF service not available
RTSP 🟢Stream active
RTSP 🔴Stream inactive or error
Relay ActiveRelay OUT currently triggered

Logs & Diagnostics​

Enable Logging​

  • Enable application logging in Settings
  • Increase log level to DEBUG if needed

Where to Look​

  • Startup logs (service initialization)
  • ONVIF event logs
  • RTSP stream logs
tip

Logs are essential when contacting support.

Reports​

  1. Check UI status indicators
  2. Use Preview & Test
  3. Test with ITVDesk VMS Client
  4. Verify with ONVIF Device Manager
  5. Review logs if needed

Most issues are resolved within these steps.

Summary​

Troubleshooting ITVDesk is typically straightforward when using:

  • Status indicators
  • Built-in test tools
  • Standard ONVIF clients

Following a structured approach minimizes downtime and avoids unnecessary configuration changes.

👉 Settings
👉 Advanced Settings
👉 Preview & Test
👉 FAQ

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