Technical FAQs | AVerMedia

- I Can’t find device in device manager
- 1. For PCIe devices, try changing the device to a different PCIe slot and make sure the hardware installed correctly.
  2. For Mini card devices, there are two spec m-PCIe and USB make sure the slot installed matches the Mini card requirement. You can find the Mini card spec in Mini card data sheet.
  3. For USB devices, check the product specifications (USB 2.0 or USB 3.0) and update the motherboard USB controller driver.
  4. If the above methods did not solve the issue, please contact our technical support team.
- Which program languages are supported by the SDK?
- 1. SDK supports multiple programming languages, currently it supports VB, VC/ VC++, Delphi, C# (.net) and VB.net.
  2. Each of the programming languages listed above have their own sample code to allow user a quick start in creating their own feature application.
  3. For more detail please contact us.
- Is Embedded Server supported?
- If an Embedded Server is required, contact us for further information.
- Is PCIe x16 supported?
- 1. Yes, most PCIe x16 slot are backward compatible with x8 x4 x1. Check your motherboard manual to find PCIe slot compatibility.
  2. Possible combination:
  PCIE x1 in PCIEx1, PCIEx4, PCIEx8, PCIEx16
  PCIE x4 in PCIEx4, PCIEx8, PCIEx16
  PCIE x8 in PCIEx8, PCIEx16
  PCIE x16 in PCIEx16
- Why doesn’t my video source display when it is connected to a capture card? (It displays when it is connected to a TV).
- Video signals vary, for example medical systems have special requirement. For such circumstances please contact our technical support team.
- The resolution is incorrect.
- Make sure the input signal resolution is the same as the SDK/Capture Studio settings.
- I receive a "No Signal " message.
- 1. Make sure the cable is connected correctly.
  2. Check if the driver and software versions are up to date.
  3. Check the supported resolutions and make sure the input signal matches the software settings.
  4. Confirm format alignment. For example, if the input signal is digital, a product that only supports analog will not display a signal.
  5. If the above methods did not solve the issue, please contact our technical support team.
- I receive an "Out of range " message.
- 1. Check the resolution.
  2. Make sure the input signal resolution matches the SDK/Capture Studio settings.
  3. If the above methods did not solve the issue, please contact our technical support team.
- I receive a "HDCP" message.
- Check if the video is protected by HDCP (High-Bandwidth Digital Content Protection). Unauthorized HDCP video content is not supported.
- Are Linux drivers supported?
- Contact us and provide your Linux and kernel versions. We will provide you with further information.
- I cannot build a DemoAP sample code.
- 1. Verify which architecture, 32 or 64 bits, you are running.
  2. Change the software settings to match the OS.
- I cannot record an MP4.
- SDK does not support MP4 recording with an SD source.
- Is Capture Record supported?
- Capture Studio supports Capture Record.
- Are USB 3.0 products backwards compatible?
- Our USB 3.0 products are not compatible with previous versions (such as USB 2.0).
- The audio and video are out of sync.
- 1. When recording AVI, make sure your HDD’s RPM speed meets sustained transfer speed requirements.
  2. When recording H.264, make sure your CPU can meet the performance requirements.
- The driver cannot be installed.
- 1. There may be conflict issues between installed driver/applications. Remove all AVerMedia driver/applications then restart the system and re-install the driver.
  2. If above method did not solve the issue, please contact our technical support team.
- Why there is no video in the preview window?
- 1. If the firewall settings on your PC/laptop block streaming. Try turning off firewall to check if this fixes the problem. If yes, adjust the firewall settings to open the streaming ports.
  2. If the browser does not support the VLC plug-in or if VLC was properly installed.
- Why does the video have combing or interlaced lines, especially at the edge of moving objects or when the scene is panning?
- This is called "interlaced noise." It is present in the interlaced video signal from your HDMI or component video source. Turn on the de-interlace function on your streaming receiver or VLC to remove these lines. F239/F239+ do not support de-interlace at encoder side.
- Why is my streaming video displayed in black with no audio?
- F239/F239+/SE510 do not support streaming or recording of protected content. Please check:
  1. If your HDMI video source has HDCP protected content. Most Blueray playersoutput HDCP-protected video.
  2. If your composite or component video source has Macrovision protected content. Most DVD players ouput Macrovision-protected video.
- Why is my streaming video displayed in blue?
- Please check if the cables have become loose or if the video source has been turned off or is sending a signal outside of F239/F239+ specifications.
- Why is my streaming video displayed in blue?
- Please check if the cables have become loose of if the video source has been turned off or is sending video signals outside of SE510 specifications.
  
  By turning on the Temporary Frame feature, SE510 will stream the last available picture if the cable comes loose or the signal is lost during RTMP streaming.
- Why is there visible noise at the edge of the video?
- Many video signals have embeded data in the last few pixels near the edge of the picture. This data is shown as blinking or black-or-white noise in the video and can be masked by turning on the overscan feature on your monitor or TV. These settings may be titled Just Scan, Pixel Mapping, Screen Fit, or Dot by Dot.
- What is multicast streaming?
- Multicast streaming prevents your bandwidth requirements from increasing linearly as the number of clients or receivers increases. To accomplish this, the routers and switches must be configured to support multicast. This allows you to stream to hundreds of clients and is only limited by your local network infrastructure. Multicast does not work over the Internet and is most often deployed in enterprises, campuses, and local area networks. Multicast does not work well in WIFI networks due to the limitations of most WIFI access points in the market.
- What is RTMP streaming?
- RTMP streaming requires a RTMP server or cloud service to transmit data from the F239/F239+/SE510 to clients and receivers. The number of clients you can support is mostly defined by the processing power of the RTMP server.
  
  Notable RTMP servers are the Wowza Streaming Engine and Adobe Media Server.
  
  Internet OTT providers, such as UStream, Youtube, Twitch, and Akamai, support RTMP streaming.
- What is RTSP streaming?
- RTSP streaming is prevalent in the video surveilance industry. IP cameras must support RTSP streaming to conform to ONVIF specifications and be compliant with NVR products.
- What is HLS streaming?
- HLS is short for HTTP Live Streaming. Unlike other streaming protocols, HLS uses a HTTP to carry video and audio and, therefore, is very unlikely to be blocked by firewalls. This distinguishing feature makes it increasingly popular when streaming content across the Internet. But like RTMP, HLS also requires a centralized web server or cloud service to send video and audio content to clients. The maximum number of clients is defined by this web server.
- What equipment and software are needed to deploy multicast streaming?
- Your routers and ethernet switches must support IGMP snooping and query. VLC, AVerCaster Player, AVerReceiver, and IP set-top boxes must support receiving and display of multicast streaming.
- What equipment and software are needed to deploy RTMP streaming?
- You must have a RTMP server, most likely purchased from Wowza or Adobe. Cloud service providers, such as Amazon AWS and Microsoft Azure, also provide RTMP services.
- How many streaming channels are supported?
- F239/F239+ supports two independent streaming channels in Duet mode. In Splitter mode, one video signal from an HDMI or component input can be streamed to two different destinations using different streaming protocols and encoding profiles.
- How many streaming channels are supported?
- SE510 supports one streaming channel from either the HDMI input or CVBS input.
- How much network bandwidth is required to stream from F239/F239+?
- The network bandwidth required is determined by the video and audio bit rate of your encoded profile.
  
  If you use VBR encoding, the minimum network bandwidth should be twice the total video and audio bit rates. VBR works best when high video quality is crucial and network bandwidth is not an issue. For example, if you are streaming within a local area network.
  
  If you have low network bandwidth with an upper limit, as is the case for most Internet streaming, CBR encoding is recommended.
- How much network bandwidth is required to stream from SE510?
- The network bandwidth required is determined by the video and audio bit rate of your encoded profile.
  
  If you use VBR encoding, the minimum network bandwidth should be 1.4 times the total video and audio bit rates. VBR works best when high video quality is crucial and network bandwidth is not an issue. For example, if you are streaming within a local area network.
  
  If you have low network bandwidth with an upper limit, as is the case for most Internet streaming, CBR encoding is recommended.
- How many clients can receive TS over TCP streaming from F239/F239+?
- The cummulative encoding bit rate for all clients must be below 75Mbps. For example, if the video and audio bit rate combined is 5Mbps, TS over TCP can support 15 clients (5 x 15 = 75).
- Why does my streaming receiver/decoder not receive SAP from F239/F239+/SE510?
- Please check:
  1. If your firewall settings block SAP. Turn off the firewall to check if this fixes the problem. If yes, change the firewall settings to open the SAP port.
  2. If your PC/laptop has second network interfaces. Turn off any other interfaces until only one remains.
- Why is my streaming quality very poor and shows lag, stutter, blur, or other visible or audible distortions?
- Please check:
  1. If the network equipment, such as routers, switches, or cables, need to be replaced.
  2. If the network bandwidth is shared with other applications (video conferencing, web browsing, instant messaging) and shows signs of congestion. Use speedtest.net by Ookla to measure the effective network bandwidth before streaming.
  3. If the encoding bit rate is too low to maintain good quality.
- Why is the Stream LED blinking blue?
- The streaming LED is off when not streaming and a solid blue when streaming. When the LED blinks blue, check if the network bandwidth is too low or congested.
  You can lower the bit rate in the encoding settings or choose another network connection.
  Turning on the Stream Stablizer in the Streaming Quality -> Advanced Settings tab helps reduce negative impacts on video quality caused by a congested network.
- Why is the Source LED blinking green?
- Please check: 1. If your video signal is stable and connected. Reconnect or tighten the connection if necessary. The Source LED will turn off if the signal is lost. 2. If the frame rate or resolution of the video signal has changed during streaming. While SE510 continues to stream, the picture quality may be degraded due to a change in the video signal. If the frame rate or resolution change beyond the range supported by SE510, the Source LED will turn off and a blue screen or the last stable frame will be displayed, depending on whether Temporary Frame is enabled.
- Why is the Stream LED a solid orange?
- SE510 may be unable to deliver the stream to its destination for the following reasons:
  1. Network connection was lost. Check for loose cables or equipment failure.
  2. The RTMP or HTTP server refuses to accept the stream from SE510. Check if your UStream, Youtube, Akamai, or CDNVideo account is valid.
- What is the streaming latency of F239/F239+/SE510?
- Please refer to the latency white paper available for download from our website.

- How do I find the IP address for my F239/F239+?
- Please download AVerCaster Manager from our website or the CDROM provided. Install and run AVerCaster Manager and search the local area network to obtain the IP address for your F239/F239+.
- How do I find the IP address for my SE510?
- Please download the NexStream application from our website or the CDROM provided. The iPad and Android tablet versions can be downloaded from the App Store and Google Play Store. Run NexStream and search the local area network to obtain the IP address for your SE510.
- Why can't I find F239/F239+ using AVerCaster Manager?
- If your F239/F239+ is in the same local area network as the PC/laptop running AVerCaster Manager. If they are on different router ports, AVerCaster Manager will be unable to find F239/F239+.
- Why can't I find SE510 using NexStream?
- 1. If your SE510 is in the same local area network as the PC/laptop/tablet running NexStream. Most routers do not relay multicast traffic across different ports, which prevents NexStream from finding SE510.
  2. If the PC/laptop/tablet is connected to WIFI and SE510 is connected by cable to the same WIFI access point. In this case NexStream may also be unable to find SE510.
- I forgot my username or password for F239/F239+. What should I do?
- Locate and select the F239/F239+ for which you want to reset the username and password in AVerCaster Manager. In the Help menu, Reset Account and Password tab, insert the serial number for the F239/F239+ to reset the username and password to the default.
- I forgot the password for SE510. What should I do?
- Please reset SE510 to the factory default. Use a thin needle or pin to press the reset button located on the back of SE510. Push firmly and hold for five seconds. SE510 will clear all settings and reboot, after which you can log in with the default password.
- Do F239/F239+/SE510 support scrambled or encrypted streaming?
- No. Encrypted and scrambled streaming are not yet supported. If you have DRM requirements, please consider the AVerCaster Pro series.
- Why can't I open the web management interface after clicking IP address in AVerCaster Manager?
- Please check if the IP address for F239/F239+ is within the same subnet as your PC/laptop. For example, if F239/F239+ has an IP address 192.168.3.1 and your PC/laptop has 10.1.9.1, you will be unable to connect to the web management interface for F239/F239+. You can change the IP address for either F239/F239+ or your PC/laptop to connect within the same network.
- Why can't I open the web management interface after clicking the IP address icon in NexStream?
- Please check if the IP address for SE510 is within the same subnet as your PC/laptop. For example, if SE510 has an IP address 192.168.3.1 and your PC/laptop has 10.1.9.1, you will be unable to connect to the web management interface for SE510. You can change the IP address for either SE510 or your PC/laptop to connect within the same network.
  
  You can also connect your PC/laptop to the built-in WIFI access point to find and connect to the web management interface.
- What is the purpose of having two LAN ports?
- These two LAN ports are independent network interfaces and have different MAC and IP addresses. These allow you stream to two different networks. For example, you can live stream in multicast to classrooms on the campus network and also to Youtube Live via the Internet.
- How should I choose among the built-in encoding profiles?
- If you are streaming to Youtube, Ustream, or Twitch, please choose one of their encoding profiles as these are set to their respective recommended encoding parameters.
  
  Otherwise, select according to the limit of your network bandwidth and video quality. Generally speaking, higher resolution and bit rate equates to better quality and also consumes more network bandwidth.
- Why do F239/F239+/SE510 have an IP adress in the 169.254.x.x range?
- Most likely, you do not have a DHCP server to automatically assign an IP address to F239/F239+/SE510. If you connect your PC/laptop directly to F239/F239+/SE510 using a CAT5/CAT6 cable, you may also be unable to obtain an IP address from the DHCP server.
  
  In these situations, F239/F239+/SE510 will randomly assign itself an IP address in the 169.254.x.x range. This is specified in RFC3927 "Dynamic Configuration of IPv4 Link-Local Addresses".
  
  You are still able to multicast stream without any problems.
- Is there an SDK or API for the integration and remote management of F239/F239+?
- F239/F239+ uses a web API in HTTP and XML formats. This is similar to the API used by Facebook and Google. By using this API, you can integrate F239/F239+ management into a central system or application. Changing settings, initiating streaming, and other adjustments are possible from your customized application or server. Contact FAE or a sales representative for web API documentation.
- Is there an SDK or API for the integration and remote management of SE510?
- SE510 uses a web API in HTTP and JSON formats. This is similar to the API used by Facebook and Google. By using this API, you can integrate SE510 management into a central system or application. Changing settings, initiating streaming, and other adjustments are possible from your customized application or server. Contact FAE or a sales representative for web API documentation.
- Why does the video preview in the management interface or NexStream APP not work or have poor quality?
- 1. The laptop, PC, or mobile device may not have enough processing power to handle the video preview. Please switch to another laptop, PC, or mobile device and try again.
  2. When the network is congested, the video preview may stutter. Please switch to another network.
  3. Refresh the page using your browser's refresh button or in the upper right corner of the NexStream APP.
- Do you have schedule restart system function?
- Yes, in the “Administration” page you can see the Periodic restart Setting, you can set the restart schedule here.
- Can I use interlaced output?
- Yes, you can set “Deinterlace” mode “None”.
- Do you have IP streaming input?
- Yes, the RS7130 is your choice.
- Do you have live recording?
- Yes, you can use stream type “Record” to record live streaming to mp4 format.
- What is Automatic Loudness Control (ALC)?
- Is a feature that will control the output volume level variation in order to obtain a good audio playback at different volume levels. For instance while the broadcast changes from TV program to advertising, in some cases the audio level of the advertising might be significantly higher than the TV program thus startling the viewers, nonetheless with ALC this level difference will be lowered to a minimum. Our ALC algorithm follow EBU R 128 standard to control the sound.
- What bitrate should I use for live streaming (OTT)?
- Type Video bitrate
  
  1080p60 7 Mbps
  
  1080p30 5 Mbps
  
  720p60 4 Mbps
  
  720p30 2.5 Mbps
  
  480p 1 Mbps
- What is HEVC?
- HEVC is the next generation of H.264, it reduces bitrates by a factor of two while still keeping the same video quality. For Ultra High Definition format, using HEVC is the property video codec for live streaming.
- Which is the most popular video codec for streaming?
- The best possible tradeoff between compressed bitrate and video quality is currently achieved with AVC/H.264 using High Profile. This video codec is widely supported by a large range of receivers and complete broadcast delivery chains are available from many vendors.
- Which are the major OTT delivery protocol and format?
- Protocol Format
  
  1 RTMP FLV
  
  2 Apple HTTP Live Streaming(HLS) TS
  
  3 MPEG Dynamic Adaptive Streaming over HTTP(MPEG-DASH) MP4
- Does CE511-MN/HN use motion adaptive deinterlacing for 4K video? If so, how do I set this function?
- AVerMedia CE511-MN/HN uses motion adaptive deinterlacing by default.
- In Linux, how do I change the recording video format or video resolution (V4L).
- To choose video source, enter the following:
  v4l2-ctl -d /dev/video0 -i 2 (HDMI = 1, VGA = 0, S-video = 2) value depends on capture card.
  
  To check resolution, enter the following:
  　v4l2-ctl --get-fmt-video
  
  　Other commands
  　<V4L2 utils>
  　replace '$' with your device index
  
  1. To install v4l-utils, enter the following:
  　# apt-get install v4l-utils (as root or with sudo)
  
  2. To check C353 video device index, enter the following:
  　# v4l2-ctl --list-devices
  
  3. To set video input, enter the following
  　# v4l2-ctl --device=/dev/video$ --set-input=<index>
  
  4. To set output video format, enter the following:
  　# v4l2-ctl --device=/dev/video$--set-fmt-video=width=<width>,height=<height>,pixelformat=MPEG
  
  5. To set default video format, enter the following:
  　# v4l2-ctl --device=/dev/video$ --set-fmt-video=width=0,height=0,pixelformat=<MPEG or YV12>
  
  Example:
  1. To downscale to 1280x720, enter the following:
  　# v4l2-ctl --device=/dev/video0 --set-fmt-video=width=1280,height=720,pixelformat=MPEG
  
  2. To reset to default resolution, enter the following:
  　# v4l2-ctl --device=/dev/video0 --set-fmt-video=width=0,height=0,pixelformat=MPEG
- What are the differences between C039/C039P/C039H?
- C039 and C039H are similar and are designed for general use with DirectShow software.
  C039P is designed for commercial use and supports AVerMedia SDK.
- Can C285/CR530/ER130 capture snapshots while recording?
- No, they cannot capture snapshots while recording.
- Does AVerMedia have a SDK support list?
- Yes, please refer to the SDK document.
- Is there a document for AVerMedia's SDK?
- Yes, once you have downloaded and installed AVerMedia's SDK, please refer to the following directory for SDK documentation "C:\Program Files (x86)\AVerMedia\AVM SDK\SDK [Basic or Pro]\Doc".
- What do I do or how do I solve the "result = CAP_EC_UNKNOWN_ERROR" when calling AVerAPI in sub thread?
- When calling AVerAPI, use CoInitialize(NULL) and CoUninitialize().You can also try upgrading your SDK to versions Basic / Pro 1.0.1.10 or later. For more information, please contact AVerMedia technical support staffs at : <TechSupport@avermedia.com>.
- Does AVerMedia frame grabber support OpenCV?
- Yes, please refer to the document for details.
- Does AVerMedia products support HDMI Consumer Electronics Control (CEC)?
- No, by default AVerMedia products do not support HDMI CEC. However, if you have such a requirement, please contact us.
- When using SDK/ Capture Studio to record, why is the captured MP4 file’s frame rate less than the source?
- Our SDK/ Capture Studio H.264 encoder frame rate setting is set to record at VFR (variable frame rate). This means the recording frame rate will change according to the complexity of the video.
- Why do I fail to record 4K video in MPG format with CN311-H?
- Due to the regulation of MPG specification, the maximum is up to 1088 resolution.
- I installed the CL311-M1 on the PCIe x16 slot of my Asus PRIME X370-PRO motherboard but cannot shutdown or reboot the system normally.
- Please install the CL311-M1 into another PCIe x16 slot if you cannot shutdown or reboot the system normally.
- How does your CL311-M2 support VBI function?
- Customers can develop their own software with CL311-M2 to implement broadcasting closed captions or use the 3rd-party software (ex. VLC) for broadcasting closed captions.
- Turn on the Capture device in Windows 10
- STEP 1:
  
  In Windows Search type “Privacy Settings” then click “Enter” (Please see click the PIC-2 link below to see the screenshot)
  
  STEP 2:
  
  At Privacy Settings/ App Permissions/ Camera find the toggle and make sure to set it on
  
  “Allow apps to access your camera” (Please see click the PIC-3 link below to see the screenshot)
- Why doesn’t EX713 support TX1 module?
- Due to performance issue with TX1 module, the image will become unsmooth when you connect both HDMI output to monitors. Therefore, we don’t suggest using TX1 module with EX713.
- Why can’t I read correct data from GPIO 31 pin from EX713 when converting the 1.8V outputs to 3.3V with a GPIO level shifter?
- It could be caused by compatibility issue with GPIO level shifter(e.g. TI TXB0108). We suggest using another GPIO level shifter for testing.
- Why will EX713 automatically power on after I manually power off it?
- EX713 support automatically power on function by default. It will be automatically powered on after encountering a sudden power loss issue. If you don’t need the function, please contact our technical support for further support.
- Why my SD card read/write speed with EX713 cannot meet the specification of SD card?
- Due to hardware compatibility issue, the SD card could be detected as slower speed(e.g. detected UHS as HS) . We suggest you use another SD card to verify the speed.
- Which AVerMedia’s frame grabber is supported by NVIDIA Jetson platform?
- Please refer to the attached compatibility list.
- Why the EX713 cannot automatically power on after encountering a sudden power loss issue?
- The current hardware desgin needs to take some time to discharge power, so the EX713 cannot automatically power on when a connected power is recovered within few seconds. When the issue happened, you have to manually press power on button to get it back. If necessary, we can provide you a customized MCU firmware to avoid this issue. Please contact us if you need the support. Thanks.
- How to connect multiple RS-485/CAN-BUS devices with EA713AAMN?
- RS-485: User must add an external terminal resistor(120 Ohm) in the head and end of the wiring RS-485/CAN-BUS devices.
  CAN-BUS: This default terminal resistor(120 Ohm) is existing. Only 1: 1 wiring can be used and the CAN-BUS device must be connected as terminal device.
- Why Ubuntu system with Jetson platform doesn’t support exFAT filesystem?
- The Ubuntu system doesn’t support external storage of exFAT filesystem by default. You can install the additional software packages to support exFAT filesystem. Here is the command to install the software packages: $ sudo apt-get install exfat-utils exfat-fuse
- Why can’t I use mouse to control Ubuntu system and the desktop only shows black screen when booting the EA713AAMN?
- You could meet hardware compatibility issue with M.2 SSD and Jetson Xavier platform. Please temporarily remove the SSD device to see if this issue persists If the issue persists, please contact our technical support for further troubleshooting.

	RTMP	HLS	RTSP	TS over TCP	TS over UDP	UDP Multicast	RTP Multicast	RTP Unicast
Number of clients: 1	v	v	v	v	v	v	v	v
Number of clients 2~5	v	v		v		v	v
Number of clients 6~20	v	v		v		v	v
Number of clients 21~100	v	v				v	v
Numer of clients 101~500	v	v				v	v
Number of clients > 500	v	v
Stream to Internet	v
Stream to Intranet	v		v	v	v	v	v	v
Stream to WIFI	v	v	v	v	v			v
Stream to Youtube	v
Stream to Ustream	v
Stream to Akamai	v
Stream to CDNVideo	v
Require ContentDistribution Network (Wowza, AMS, AWS, Azure, Apache, IIS)	v	v

Type	Video bitrate
1080p60	7 Mbps
1080p30	5 Mbps
720p60	4 Mbps
720p30	2.5 Mbps
480p	1 Mbps

	Protocol	Format
1	RTMP	FLV
2	Apple HTTP Live Streaming(HLS)	TS
3	MPEG Dynamic Adaptive Streaming over HTTP(MPEG-DASH)	MP4

• Compact Encoder

• Frame Grabbers

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