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toc__level-h1">Trouble with video streams?</span></a> </div></div></div></div><div aria-expanded="false" class="v-treeview-node v-treeview-node--leaf v-treeview-node--click v-treeview-node--rounded"><div class="v-treeview-node__root"><div class="v-treeview-node__level"></div><div class="v-treeview-node__content"><div class="v-treeview-node__label"><a href="#cannot-retrieve-stream"><span class="slim-link-cta slim-link-cta__underline toc__level-h1">Cannot retrieve stream in client</span></a> </div></div></div></div><div aria-expanded="false" class="v-treeview-node v-treeview-node--leaf v-treeview-node--click v-treeview-node--rounded"><div class="v-treeview-node__root"><div class="v-treeview-node__level"></div><div class="v-treeview-node__content"><div class="v-treeview-node__label"><a href="#too-many-viewers"><span class="slim-link-cta slim-link-cta__underline toc__level-h1">Too many viewers displayed in web interface</span></a> </div></div></div></div><div aria-expanded="false" class="v-treeview-node v-treeview-node--leaf v-treeview-node--click v-treeview-node--rounded"><div class="v-treeview-node__root"><div class="v-treeview-node__level"></div><div class="v-treeview-node__content"><div class="v-treeview-node__label"><a href="#lagging-video"><span class="slim-link-cta slim-link-cta__underline toc__level-h1">My video stream is lagging, jerky, or choppy</span></a> </div></div></div></div><div aria-expanded="false" class="v-treeview-node v-treeview-node--leaf v-treeview-node--click v-treeview-node--rounded"><div class="v-treeview-node__root"><div class="v-treeview-node__level"></div><div class="v-treeview-node__content"><div class="v-treeview-node__label"><a href="#choppy-objects"><span class="slim-link-cta slim-link-cta__underline toc__level-h1">Moving objects appear choppy</span></a> </div></div></div></div><div aria-expanded="false" class="v-treeview-node v-treeview-node--leaf v-treeview-node--click v-treeview-node--rounded"><div class="v-treeview-node__root"><div class="v-treeview-node__level"></div><div class="v-treeview-node__content"><div class="v-treeview-node__label"><a href="#bandwidth-storage"><span class="slim-link-cta slim-link-cta__underline toc__level-h1">The video stream takes up too much bandwidth and storage</span></a> </div></div></div></div><div aria-expanded="false" class="v-treeview-node v-treeview-node--click v-treeview-node--rounded"><div class="v-treeview-node__root"><button type="button" class="v-icon notranslate v-treeview-node__toggle v-icon--link theme--light"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24" role="img" aria-hidden="true" class="v-icon__svg"><path d="M7.41,8.58L12,13.17L16.59,8.58L18,10L12,16L6,10L7.41,8.58Z"></path></svg></button><div class="v-treeview-node__content"><div class="v-treeview-node__label"><a href="#open-support-case"><span class="slim-link-cta slim-link-cta__underline toc__level-h1">Open a support case</span></a> </div></div></div></div><div aria-expanded="false" class="v-treeview-node v-treeview-node--leaf v-treeview-node--click v-treeview-node--rounded"><div class="v-treeview-node__root"><div class="v-treeview-node__level"></div><div class="v-treeview-node__content"><div class="v-treeview-node__label"><a href="#final-note"><span class="slim-link-cta slim-link-cta__underline toc__level-h1">Final note</span></a> </div></div></div></div></div></div> <div class="mt-9 col-md-7 col-xl-5 col"><div id="search-result" class="mb-9 v-card v-sheet theme--light elevation-4 rounded-0 white" style="max-height:50vh;overflow-y:auto;z-index:4;"></div> <div class="row"><div class="col"><section toc-id="t10194616"><div class="section__title"><h2 id="troubles-with-streaming" toc-id="t10194616" class="title-attention">Trouble with video streams?</h2></div> <div class="section__body"><p>You’ve come to the right place! This guide helps you troubleshoot issues with streaming. </p></div></section><section toc-id="t10194622"><div class="section__title"><h2 id="cannot-retrieve-stream" toc-id="t10194622" class="title-attention">Cannot retrieve stream in client</h2></div> <div class="section__body"><p><span style="font-style: italic;">Problem</span></p><p>Typical error message that shows up when you try to request a 1080p stream from a device that only supports a maximum resolution of 720p.</p><img alt="" height="459" src="/image/t10200819.png" width="634"><figcaption>Example of error message in a client.</figcaption><p><span style="font-style: italic;">Possible solution</span></p><p>The streaming parameters available in each device differs. Before you request a stream with a certain set of parameters, make sure that the streaming parameters are supported by the device.</p><p>You can find the available streaming parameters for Axis devices in our streaming API library, go to <a class="link" href="https://www.axis.com/vapix-library/">VAPIX library</a>.</p></div></section><section toc-id="t10199596"><div class="section__title"><h2 id="too-many-viewers" toc-id="t10199596" class="title-attention">Too many viewers displayed in web interface</h2></div> <div class="section__body"><p>This error message indicates that the RTSP service is unavailable, but the root cause is unknown. The most frequent cause is an excessive number of streams. A unit restart can be a temporary reason, but there could also be more severe device software problems or errors in the configurations.</p><p><span style="font-style: italic;">Problem</span></p><p>The error message “Too many viewers” means that a multitude of unique streams has been requested simultaneously.</p><img alt="" height="429" src="/image/t10200820.png" width="635"><figcaption>Error message from the device.</figcaption><p><span style="font-style: italic;">Possible solution</span></p><ul class="knowledge-list knowledge-list-bullets"><li><p>Limit the number of streams and retry after a short period.</p></li><li><p>Limit the number of unique streams requested from the device simultaneously. </p></li><li><p>If multiple streams are requested from a device, make sure that they all use the exact same settings. </p></li></ul><h4>Example</h4><blockquote><p>Video clients that request video streams from the same camera should request video streams using the same settings, if possible. If all the settings like resolution, format, frame rate, compression, and Zipstream are identical, the camera can encode just one stream for all clients instead of encoding a separate stream for each one. This way, the camera doesn’t have to encode multiple streams simultaneously. Typically, these settings are adjusted on the video management software side. </p><img alt="" height="206" src="/image/t10200821.png" width="236"><figcaption>Stream settings in AXIS Camera Station.</figcaption></blockquote><p>Read more in the <a class="link" href="https://help.axis.com/axis-os#media-streaming">AXIS OS Portal</a>.</p></div></section><section toc-id="t10194620"><div class="section__title"><h2 id="lagging-video" toc-id="t10194620" class="title-attention">My video stream is lagging, jerky, or choppy</h2></div> <div class="section__body"><p>Lag is another term for delay, and it is caused by high latency. End-to-end latency is the delay from when an image is captured by a device until the image is visible on a video display. End-to-end latency is divided into three steps that impact the total latency; device, network, and client latency.</p><p>Device factors that can affect latency are, for example, stream settings (resolution, image settings, audio, compression), capture frequency (sensor), multiple streams, and image processing.</p><p>Network factors that can affect latency are network infrastructure, amount of data, and transmission protocol (UDP/TCP). If the network bandwidth is limited, the device must compensate the quality of the stream (reduce the bitrate) to match the available bandwidth. To reduce the bitrate, the device lowers the image quality or the frame rate. </p><p>Client factors that can affect latency are media player rendering the video (unpack, reorder and decode), buffers, display refresh rate, and decompression. Poor hardware and software from the client side can also be a factor. The computer’s setup such as CPU, GPU, memory card and other parts involving graphic processing also have a big impact on image fluency. </p><p><span style="font-style: italic;">Problem</span></p><p>A lagging, jerky, or choppy video streams due to high latency.</p><p><span style="font-style: italic;">Possible solution</span></p><ul class="knowledge-list knowledge-list-bullets"><li><p>Make sure the network infrastructure is well-managed; QoS, enough bandwidth, and with well-planned network hops. </p></li><li><p>Estimate the bandwidth for an Axis device by using <a class="link" href="https://www.axis.com/support/tools/axis-site-designer">AXIS Site Designer</a>.</p></li><li><p>In general, we recommend that you use the default settings on your Axis device. The default settings are a sort of sweet spot where the image settings and stream settings are optimized and balanced to provide a fluid video stream in most of the common scenes and scenarios. Any modification of the settings may impact the video fluidity negatively.</p></li><li><p>Try the following settings in your client:</p><li class="knowledge-list-item-skip knowledge-list-item-sublist"><ul class="knowledge-list knowledge-list-bullets"><li><p>Turn on <strong>Hardware acceleration</strong> which is a feature in video management systems and clients that moves all graphics and text rendering from the CPU to the Graphics Processing Unit (GPU).</p></li><li><p>If you have a high-performance graphics card, <strong>Hardware decoding</strong> is a good way to improve the performance and reduce the CPU usage, especially if you stream high-resolution video.</p></li><img alt="" height="700" src="/image/t10200331.png" width="732"><figcaption>Hardware decoding setting in AXIS Camera Station.</figcaption></ul></li></li></ul><p>For more information about latency, go to our <a class="link" href="https://www.axis.com/learning/white-papers">White paper</a> portal and search for latency.</p><p>You can also find relevant information in the <a class="link" href="http://manuals.tim-staging.se.axis.com/troubleshooting-image-quality">Troubleshooting guide for image quality</a>.</p></div></section><section toc-id="t10194621"><div class="section__title"><h2 id="choppy-objects" toc-id="t10194621" class="title-attention">Moving objects appear choppy</h2></div> <div class="section__body"><p><span style="font-style: italic;">Problem</span></p><p>When observing moving objects in the video, their motion isn't fluid. Instead, objects seem to skip or jump between frames.</p><p><span style="font-style: italic;">Possible solution</span></p><ul class="knowledge-list knowledge-list-bullets"><li><p>Set the frame rate to a specific value in the web interface. A higher frame rate gives you a smoother motion fluid video especially when you are monitoring moving objects. To ensure that quick movements of fast-moving objects are captured in detail, raise the frame rate.</p></li><li class="knowledge-list-item-skip knowledge-list-item-graphic"><img alt="" height="510" src="/image/t10199846.jpg" width="519"><figcaption>To set the maximum frame rate, go to Video > Stream > General in the device web interface.</figcaption></li><li><p>In general, we recommend that you use the default settings on your Axis device. The default settings are a sort of sweet spot where the image settings and stream settings are optimized and balanced to provide a fluid video stream in most of the common scenes and scenarios. You can reset the settings in the web interface.</p></li></ul><p>To play around with settings and see how they effect the video fluidity, use our <a class="link" href="https://www.axis.com/learning/academy/interactive-apps/frame-rate-vs-shutter-speed">Frame rate versus Shutter speed tool</a>.</p></div></section><section toc-id="t10199729"><div class="section__title"><h2 id="bandwidth-storage" toc-id="t10199729" class="title-attention">The video stream takes up too much bandwidth and storage</h2></div> <div class="section__body"><p><span style="font-style: italic;">Problem</span></p><p>The video stream takes up too much bandwidth and storage</p><p><span style="font-style: italic;">Possible solution</span></p><p>Limit the bitrate to a specific value in the web interface. Be aware that the bitrate needs to increase when the image activity increases. If the maximum value limits the bitrate too much it can affect the image quality negatively.</p><img alt="" height="161" src="/image/t10199847.jpg" width="343"><figcaption>To set the maximum bitrate control, go to Video > Stream > Bitrate control in the device web interface.</figcaption></div></section><section toc-id="t10194619"><div class="section__title"><h2 id="open-support-case" toc-id="t10194619" class="title-attention">Open a support case</h2></div> <div class="section__body"><p>Maybe this guide didn’t help you solve your issues. If so, you are welcome to open a support case. </p></div></section><section toc-id="t10194967"><div class="section__title"><h3 id="support-case-information" toc-id="t10194967">Support case data and information</h3></div> <div class="section__body"><div class="warning"><div class="note">Note</div><div class="information"><ul class="knowledge-list knowledge-list-bullets"><li>If possible, test your devices on the latest AXIS OS on an LTS track or active track. You can find the latest version at our <a class="link" href="https://www.axis.com/support/device-software">Device software</a> page. Read more about TLS tracks in the <a class="link" href="https://help.axis.com/en-us/axis-os#the-lts-tracks">AXIS OS Portal</a>.</li><li>Always attach the device's server report in the support case. <a class="link" href="https://www.youtube.com/watch?v=Fkl_ZXx4p1w">Here’s a YouTube video tutorial</a> on how to download a server report from the device web interface.</li></ul></div></div></div></section><section toc-id="t10194618"><div class="section__title"><h3 id="network-latency-factors" toc-id="t10194618">Add recordings</h3></div> <div class="section__body"><p>In some scenarios the latency or lagging cannot be noticed in the system logs. Therefore, we rely on recordings from the device to troubleshoot. </p><ul class="knowledge-list knowledge-list-bullets"><li class="knowledge-list-item-skip knowledge-list-item-paragraph">There are some things to consider before you start your recording.</li><li><p>Make sure you use a computer with a good graphic card. The dedicated video memory should be more than 1 GB.</p></li><li><p>Always use our recommended browsers, see <a class="link" href="https://help.axis.com/en-us/axis-os#browser-support">AXIS OS Portal</a>.</p></li><li><p>Make sure the device uses the default settings.</p></li><li><p>Add the following as overlays in the device: </p><li class="knowledge-list-item-skip knowledge-list-item-sublist"><ul class="knowledge-list knowledge-list-bullets"><li><p>Time: ms (%T:%f) </p></li><li><p>FPS: #R </p></li><li><p>Bitrate: #B Mbit/s</p></li><li><p>Coordinates: #x #y #Z</p></li><li><p>If you're using a video management system, add the client stream information to the recording.</p></li></ul></li></li><li><p>A recording with a latency marker helps us troubleshoot, for example a mobile recording showing both the video stream and a reference timer. Or do the following:</p><li class="knowledge-list-item-skip knowledge-list-item-sublist"><ol class="knowledge-list knowledge-list-numbers"><li><p>Place the camera at an angle so it captures its own live stream output.</p></li><li><p>Take snapshots of the live stream output to compare the time difference between the time displayed in the original text overlay and the time displayed in the screen loop</p></li><img height="274" width="459" src="/image/t10200288.svg"><figcaption>In this example we can see a time difference of 460–300 ms which gives us an end-to-end latency at 160 ms.</figcaption></ol></li></li><li><p>To rule out any latency potentially introduced by a video management system, we recommend testing the latency in the device web interface first. The best way to do this is to test with the device connected directly to a midspan and then from the midspan to a laptop. Make sure your network cables are working properly. However, we understand that this is not always possible if the devices are already up and running.</p></li><li><p>If you’re using a PTZ device, first make a recording without any movements. Then make a recording while moving the device with the PTZ functions.</p></li></ul></div></section><section toc-id="t10194617"><div class="section__title"><h3 id="add-network-trace" toc-id="t10194617">Add a network trace</h3></div> <div class="section__body"><p>A network trace from the device can also be used to showcase the delays and response time. The below command is a 60 second capture of a network trace from the device with an IP address of 192.168.0.90. Paste the url into your browser but replace the default IP address with the IP address of your device.</p><p><code class="text-code-example">http://192.168.0.90/axis-cgi/debug/debug.tgz?cmd=pcapdump=60 </code></p></div></section><section toc-id="t10194693"><div class="section__title"><h2 id="final-note" toc-id="t10194693" class="title-attention">Final note</h2></div> <div class="section__body"><p>Axis devices operate as intended if they are installed according to their installation guide.</p><p>Axis is not responsible for how the device configuration described in this guide affects your system. If the device or system fails due to your changes or you get other unexpected results, we recommend that you restore the device to the default settings.</p><p>This guide does not cover all possible issues but the ones that are frequently seen in support cases. As an Axis customer, you're always welcome to contact <a class="link" href="https://www.axis.com/support/helpdesk">Axis helpdesk</a>. </p></div></section></div></div> <div class="container scroll-to-top"><div class="row"><div class="text-right col col-12"><button type="button" class="v-btn v-btn--is-elevated v-btn--fab v-btn--has-bg v-btn--round theme--dark v-size--default" style="background-color:var(--color-yellow-04);border-color:var(--color-yellow-04);display:none;"><span class="v-btn__content"><span aria-hidden="true" class="v-icon notranslate theme--dark"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24" role="img" aria-hidden="true" class="v-icon__svg"><path d="M15,20H9V12H4.16L12,4.16L19.84,12H15V20Z"></path></svg></span></span></button></div></div></div></div></div></div></div></main> <footer id="footer" class="v-footer v-sheet theme--light v-footer--padless"><div class="container container--fluid"><div class="row"><div class="pl-0 pr-0 col"><div class="axis-tracks-thin"><div class="axis-tracks__parallelogram"></div></div></div></div> <div class="row justify-center"><div class="col col-auto"><a>Cookie settings</a></div> <div class="col col-auto">-</div> <div class="col col-auto"><a href="https://www.axis.com/privacy/privacy-policy">Privacy policy</a></div> <div class="col col-auto">-</div> <div class="col col-auto"><a href="https://www.axis.com/legal">Legal</a></div> <div class="col col-auto">-</div> <div class="col col-auto"><a href="https://www.axis.com/support">Support pages</a></div></div> <div class="row ma-0"><div class="copyright-link text-center py-6 col"> ©2025 Axis Communications AB. All rights reserved. </div></div></div></footer> <div class="v-snack v-snack--bottom v-snack--has-background v-snack--right"><div class="v-snack__wrapper v-sheet theme--dark" style="display:none;"><div role="status" aria-live="polite" class="v-snack__content"> Link copied to clipboard </div><div class="v-snack__action "><button type="button" class="v-btn v-btn--text theme--dark v-size--default v-snack__btn"><span class="v-btn__content"> Close </span></button></div></div></div> <div class="v-snack v-snack--bottom v-snack--has-background v-snack--right"><div class="v-snack__wrapper v-sheet theme--dark" style="display:none;"><div role="status" aria-live="polite" class="v-snack__content"> Could not find null help </div><div class="v-snack__action "><button type="button" class="v-btn v-btn--text theme--dark v-size--default v-snack__btn"><span class="v-btn__content"> Close </span></button></div></div></div> <div class="v-snack v-snack--bottom v-snack--has-background v-snack--right"><div class="v-snack__wrapper v-sheet theme--dark" style="display:none;"><div role="status" aria-live="polite" class="v-snack__content"> Could not find element on page </div><div class="v-snack__action "><button type="button" class="v-btn v-btn--text theme--dark v-size--default v-snack__btn"><span class="v-btn__content"> Close </span></button></div></div></div></div></div></div></div><script>window.__NUXT__=(function(a,b,c,d,e,f,g,h,i){d.id=e;d.language=f;d.languages=["zh-hans","fr-fr","de-de","it-it","ja-jp","ko-kr","pl-pl","pt-br","es-es",f];d.piaId=c;d.title=g;d.urlAlias="troubleshooting-streaming";d.date="2024-12-04T21:28:57.000000Z";d.sections=[{body:"\u003Cp\u003EYou’ve come to the right place! This guide helps you troubleshoot issues with streaming. \u003C\u002Fp\u003E",id:"t10194616",title:"Trouble with video streams?",urlAlias:"troubles-with-streaming",toc:a},{body:"\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EProblem\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cp\u003ETypical error message that shows up when you try to request a 1080p stream from a device that only supports a maximum resolution of 720p.\u003C\u002Fp\u003E\u003Cimg alt=\"\" height=\"459\" src=\"\u002Fimage\u002Ft10200819.png\" width=\"634\"\u003E\u003Cfigcaption\u003EExample of error message in a client.\u003C\u002Ffigcaption\u003E\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EPossible solution\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cp\u003EThe streaming parameters available in each device differs. Before you request a stream with a certain set of parameters, make sure that the streaming parameters are supported by the device.\u003C\u002Fp\u003E\u003Cp\u003EYou can find the available streaming parameters for Axis devices in our streaming API library, go to \u003Ca class=\"link\" href=\"https:\u002F\u002Fwww.axis.com\u002Fvapix-library\u002F\"\u003EVAPIX library\u003C\u002Fa\u003E.\u003C\u002Fp\u003E",id:"t10194622",title:"Cannot retrieve stream in client",urlAlias:"cannot-retrieve-stream",toc:a},{body:"\u003Cp\u003EThis error message indicates that the RTSP service is unavailable, but the root cause is unknown. The most frequent cause is an excessive number of streams. A unit restart can be a temporary reason, but there could also be more severe device software problems or errors in the configurations.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EProblem\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cp\u003EThe error message “Too many viewers” means that a multitude of unique streams has been requested simultaneously.\u003C\u002Fp\u003E\u003Cimg alt=\"\" height=\"429\" src=\"\u002Fimage\u002Ft10200820.png\" width=\"635\"\u003E\u003Cfigcaption\u003EError message from the device.\u003C\u002Ffigcaption\u003E\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EPossible solution\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cul class=\"knowledge-list knowledge-list-bullets\"\u003E\u003Cli\u003E\u003Cp\u003ELimit the number of streams and retry after a short period.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003ELimit the number of unique streams requested from the device simultaneously. \u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EIf multiple streams are requested from a device, make sure that they all use the exact same settings. \u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Ch4\u003EExample\u003C\u002Fh4\u003E\u003Cblockquote\u003E\u003Cp\u003EVideo clients that request video streams from the same camera should request video streams using the same settings, if possible. If all the settings like resolution, format, frame rate, compression, and Zipstream are identical, the camera can encode just one stream for all clients instead of encoding a separate stream for each one. This way, the camera doesn’t have to encode multiple streams simultaneously. Typically, these settings are adjusted on the video management software side. \u003C\u002Fp\u003E\u003Cimg alt=\"\" height=\"206\" src=\"\u002Fimage\u002Ft10200821.png\" width=\"236\"\u003E\u003Cfigcaption\u003EStream settings in AXIS Camera Station.\u003C\u002Ffigcaption\u003E\u003C\u002Fblockquote\u003E\u003Cp\u003ERead more in the \u003Ca class=\"link\" href=\"https:\u002F\u002Fhelp.axis.com\u002Faxis-os#media-streaming\"\u003EAXIS OS Portal\u003C\u002Fa\u003E.\u003C\u002Fp\u003E",id:"t10199596",title:"Too many viewers displayed in web interface",urlAlias:"too-many-viewers",toc:a},{body:"\u003Cp\u003ELag is another term for delay, and it is caused by high latency. End-to-end latency is the delay from when an image is captured by a device until the image is visible on a video display. End-to-end latency is divided into three steps that impact the total latency; device, network, and client latency.\u003C\u002Fp\u003E\u003Cp\u003EDevice factors that can affect latency are, for example, stream settings (resolution, image settings, audio, compression), capture frequency (sensor), multiple streams, and image processing.\u003C\u002Fp\u003E\u003Cp\u003ENetwork factors that can affect latency are network infrastructure, amount of data, and transmission protocol (UDP\u002FTCP). If the network bandwidth is limited, the device must compensate the quality of the stream (reduce the bitrate) to match the available bandwidth. To reduce the bitrate, the device lowers the image quality or the frame rate. \u003C\u002Fp\u003E\u003Cp\u003EClient factors that can affect latency are media player rendering the video (unpack, reorder and decode), buffers, display refresh rate, and decompression. Poor hardware and software from the client side can also be a factor. The computer’s setup such as CPU, GPU, memory card and other parts involving graphic processing also have a big impact on image fluency. \u003C\u002Fp\u003E\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EProblem\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cp\u003EA lagging, jerky, or choppy video streams due to high latency.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EPossible solution\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cul class=\"knowledge-list knowledge-list-bullets\"\u003E\u003Cli\u003E\u003Cp\u003EMake sure the network infrastructure is well-managed; QoS, enough bandwidth, and with well-planned network hops. \u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EEstimate the bandwidth for an Axis device by using \u003Ca class=\"link\" href=\"https:\u002F\u002Fwww.axis.com\u002Fsupport\u002Ftools\u002Faxis-site-designer\"\u003EAXIS Site Designer\u003C\u002Fa\u003E.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EIn general, we recommend that you use the default settings on your Axis device. The default settings are a sort of sweet spot where the image settings and stream settings are optimized and balanced to provide a fluid video stream in most of the common scenes and scenarios. Any modification of the settings may impact the video fluidity negatively.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003ETry the following settings in your client:\u003C\u002Fp\u003E\u003Cli class=\"knowledge-list-item-skip knowledge-list-item-sublist\"\u003E\u003Cul class=\"knowledge-list knowledge-list-bullets\"\u003E\u003Cli\u003E\u003Cp\u003ETurn on \u003Cstrong\u003EHardware acceleration\u003C\u002Fstrong\u003E which is a feature in video management systems and clients that moves all graphics and text rendering from the CPU to the Graphics Processing Unit (GPU).\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EIf you have a high-performance graphics card, \u003Cstrong\u003EHardware decoding\u003C\u002Fstrong\u003E is a good way to improve the performance and reduce the CPU usage, especially if you stream high-resolution video.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cimg alt=\"\" height=\"700\" src=\"\u002Fimage\u002Ft10200331.png\" width=\"732\"\u003E\u003Cfigcaption\u003EHardware decoding setting in AXIS Camera Station.\u003C\u002Ffigcaption\u003E\u003C\u002Ful\u003E\u003C\u002Fli\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003EFor more information about latency, go to our \u003Ca class=\"link\" href=\"https:\u002F\u002Fwww.axis.com\u002Flearning\u002Fwhite-papers\"\u003EWhite paper\u003C\u002Fa\u003E portal and search for latency.\u003C\u002Fp\u003E\u003Cp\u003EYou can also find relevant information in the \u003Ca class=\"link\" href=\"http:\u002F\u002Fmanuals.tim-staging.se.axis.com\u002Ftroubleshooting-image-quality\"\u003ETroubleshooting guide for image quality\u003C\u002Fa\u003E.\u003C\u002Fp\u003E",id:"t10194620",title:"My video stream is lagging, jerky, or choppy",urlAlias:"lagging-video",toc:a},{body:"\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EProblem\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cp\u003EWhen observing moving objects in the video, their motion isn't fluid. Instead, objects seem to skip or jump between frames.\u003C\u002Fp\u003E\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EPossible solution\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cul class=\"knowledge-list knowledge-list-bullets\"\u003E\u003Cli\u003E\u003Cp\u003ESet the frame rate to a specific value in the web interface. A higher frame rate gives you a smoother motion fluid video especially when you are monitoring moving objects. To ensure that quick movements of fast-moving objects are captured in detail, raise the frame rate.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli class=\"knowledge-list-item-skip knowledge-list-item-graphic\"\u003E\u003Cimg alt=\"\" height=\"510\" src=\"\u002Fimage\u002Ft10199846.jpg\" width=\"519\"\u003E\u003Cfigcaption\u003ETo set the maximum frame rate, go to Video > Stream > General in the device web interface.\u003C\u002Ffigcaption\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EIn general, we recommend that you use the default settings on your Axis device. The default settings are a sort of sweet spot where the image settings and stream settings are optimized and balanced to provide a fluid video stream in most of the common scenes and scenarios. You can reset the settings in the web interface.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003Cp\u003ETo play around with settings and see how they effect the video fluidity, use our \u003Ca class=\"link\" href=\"https:\u002F\u002Fwww.axis.com\u002Flearning\u002Facademy\u002Finteractive-apps\u002Fframe-rate-vs-shutter-speed\"\u003EFrame rate versus Shutter speed tool\u003C\u002Fa\u003E.\u003C\u002Fp\u003E",id:"t10194621",title:"Moving objects appear choppy",urlAlias:"choppy-objects",toc:a},{body:"\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EProblem\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cp\u003EThe video stream takes up too much bandwidth and storage\u003C\u002Fp\u003E\u003Cp\u003E\u003Cspan style=\"font-style: italic;\"\u003EPossible solution\u003C\u002Fspan\u003E\u003C\u002Fp\u003E\u003Cp\u003ELimit the bitrate to a specific value in the web interface. Be aware that the bitrate needs to increase when the image activity increases. If the maximum value limits the bitrate too much it can affect the image quality negatively.\u003C\u002Fp\u003E\u003Cimg alt=\"\" height=\"161\" src=\"\u002Fimage\u002Ft10199847.jpg\" width=\"343\"\u003E\u003Cfigcaption\u003ETo set the maximum bitrate control, go to Video > Stream > Bitrate control in the device web interface.\u003C\u002Ffigcaption\u003E",id:"t10199729",title:"The video stream takes up too much bandwidth and storage",urlAlias:"bandwidth-storage",toc:a},{body:"\u003Cp\u003EMaybe this guide didn’t help you solve your issues. If so, you are welcome to open a support case. \u003C\u002Fp\u003E",id:"t10194619",title:"Open a support case",urlAlias:"open-support-case",toc:a,sections:[{body:"\u003Cdiv class=\"warning\"\u003E\u003Cdiv class=\"note\"\u003ENote\u003C\u002Fdiv\u003E\u003Cdiv class=\"information\"\u003E\u003Cul class=\"knowledge-list knowledge-list-bullets\"\u003E\u003Cli\u003EIf possible, test your devices on the latest AXIS OS on an LTS track or active track. You can find the latest version at our \u003Ca class=\"link\" href=\"https:\u002F\u002Fwww.axis.com\u002Fsupport\u002Fdevice-software\"\u003EDevice software\u003C\u002Fa\u003E page. Read more about TLS tracks in the \u003Ca class=\"link\" href=\"https:\u002F\u002Fhelp.axis.com\u002Fen-us\u002Faxis-os#the-lts-tracks\"\u003EAXIS OS Portal\u003C\u002Fa\u003E.\u003C\u002Fli\u003E\u003Cli\u003EAlways attach the device's server report in the support case. \u003Ca class=\"link\" href=\"https:\u002F\u002Fwww.youtube.com\u002Fwatch?v=Fkl_ZXx4p1w\"\u003EHere’s a YouTube video tutorial\u003C\u002Fa\u003E on how to download a server report from the device web interface.\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003C\u002Fdiv\u003E\u003C\u002Fdiv\u003E",id:"t10194967",title:"Support case data and information",urlAlias:"support-case-information",toc:a},{body:"\u003Cp\u003EIn some scenarios the latency or lagging cannot be noticed in the system logs. Therefore, we rely on recordings from the device to troubleshoot. \u003C\u002Fp\u003E\u003Cul class=\"knowledge-list knowledge-list-bullets\"\u003E\u003Cli class=\"knowledge-list-item-skip knowledge-list-item-paragraph\"\u003EThere are some things to consider before you start your recording.\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EMake sure you use a computer with a good graphic card. The dedicated video memory should be more than 1 GB.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EAlways use our recommended browsers, see \u003Ca class=\"link\" href=\"https:\u002F\u002Fhelp.axis.com\u002Fen-us\u002Faxis-os#browser-support\"\u003EAXIS OS Portal\u003C\u002Fa\u003E.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EMake sure the device uses the default settings.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EAdd the following as overlays in the device: \u003C\u002Fp\u003E\u003Cli class=\"knowledge-list-item-skip knowledge-list-item-sublist\"\u003E\u003Cul class=\"knowledge-list knowledge-list-bullets\"\u003E\u003Cli\u003E\u003Cp\u003ETime: ms (%T:%f) \u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EFPS: #R \u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EBitrate: #B Mbit\u002Fs\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003ECoordinates: #x #y #Z\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EIf you're using a video management system, add the client stream information to the recording.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E\u003C\u002Fli\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EA recording with a latency marker helps us troubleshoot, for example a mobile recording showing both the video stream and a reference timer. Or do the following:\u003C\u002Fp\u003E\u003Cli class=\"knowledge-list-item-skip knowledge-list-item-sublist\"\u003E\u003Col class=\"knowledge-list knowledge-list-numbers\"\u003E\u003Cli\u003E\u003Cp\u003EPlace the camera at an angle so it captures its own live stream output.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003ETake snapshots of the live stream output to compare the time difference between the time displayed in the original text overlay and the time displayed in the screen loop\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cimg height=\"274\" width=\"459\" src=\"\u002Fimage\u002Ft10200288.svg\"\u003E\u003Cfigcaption\u003EIn this example we can see a time difference of 460–300 ms which gives us an end-to-end latency at 160 ms.\u003C\u002Ffigcaption\u003E\u003C\u002Fol\u003E\u003C\u002Fli\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003ETo rule out any latency potentially introduced by a video management system, we recommend testing the latency in the device web interface first. The best way to do this is to test with the device connected directly to a midspan and then from the midspan to a laptop. Make sure your network cables are working properly. However, we understand that this is not always possible if the devices are already up and running.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003Cli\u003E\u003Cp\u003EIf you’re using a PTZ device, first make a recording without any movements. Then make a recording while moving the device with the PTZ functions.\u003C\u002Fp\u003E\u003C\u002Fli\u003E\u003C\u002Ful\u003E",id:"t10194618",title:"Add recordings",urlAlias:"network-latency-factors",toc:a},{body:"\u003Cp\u003EA network trace from the device can also be used to showcase the delays and response time. The below command is a 60 second capture of a network trace from the device with an IP address of 192.168.0.90. Paste the url into your browser but replace the default IP address with the IP address of your device.\u003C\u002Fp\u003E\u003Cp\u003E\u003Ccode class=\"text-code-example\"\u003Ehttp:\u002F\u002F192.168.0.90\u002Faxis-cgi\u002Fdebug\u002Fdebug.tgz?cmd=pcapdump=60\n\n\u003C\u002Fcode\u003E\u003C\u002Fp\u003E",id:"t10194617",title:"Add a network trace",urlAlias:"add-network-trace",toc:a}]},{body:"\u003Cp\u003EAxis devices operate as intended if they are installed according to their installation guide.\u003C\u002Fp\u003E\u003Cp\u003EAxis is not responsible for how the device configuration described in this guide affects your system. If the device or system fails due to your changes or you get other unexpected results, we recommend that you restore the device to the default settings.\u003C\u002Fp\u003E\u003Cp\u003EThis guide does not cover all possible issues but the ones that are frequently seen in support cases. As an Axis customer, you're always welcome to contact \u003Ca class=\"link\" href=\"https:\u002F\u002Fwww.axis.com\u002Fsupport\u002Fhelpdesk\"\u003EAxis helpdesk\u003C\u002Fa\u003E. \u003C\u002Fp\u003E",id:"t10194693",title:"Final note",urlAlias:"final-note",toc:a}];d.images=["t10200819.png","t10200820.png","t10200821.png","t10200331.png","t10199846.jpg","t10199847.jpg","t10200288.svg"];d.pdf="um_troubleshooting_streaming_t10194612_2412.pdf";return {layout:"manual",data:[{hideComponents:b,hidePdf:b,manual:d,relativePath:b}],fetch:{},error:c,state:{copied:{isActive:b},leftDrawer:{isActive:b},mobileSearchDrawer:{isActive:b},redirectInfo:{requested:c,recieved:c},scrollWarning:{isActive:b},categories:{categories:[]},intersection:{current:{}},manual:{documentType:h,id:e,manual:d,sections:[],searchString:h,title:g,toc:[],imageConvert:b},manuals:{manuals:[]},i18n:{routeParams:{}}},serverRendered:a,routePath:"\u002Fen-us\u002Ftroubleshooting-streaming",config:{DOWNLOAD:"\u002Fdownload",axios:{browserBaseURL:"https:\u002F\u002Fhelp.axis.com"},_app:{basePath:"\u002F",assetsPath:"\u002F_nuxt\u002F",cdnURL:c}},__i18n:{langs:{"en-us":{All:"All",Axis:"Axis",Close:"Close",CookieSettings:"Cookie settings",Copyright:"{copy}{year} Axis Communications AB. 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