Troubleshooting Guide

Something not working? Start here!

Seervision works with many combinations of hardware, and that means that there is a lot to configure to get everything up and running properly. Often, this configuration will have been done by Seervision in advance, but if that's not the case, and things aren't working, this guide should be a good first step.

Work In Progress

That being said, our documentation and self-help resources are still in a very early stage. That means they will likely have to go through a few iterations before becoming really useful at all times.

In the meantime, if this page doesn't have what you need, just shoot us an email! We'll be happy to help you out, and get some feedback on what information on this page needs more work.

This page has been divided into three sections:

  1. Debugging a Robotic Head setup
  2. Debugging a PTZ setup
  3. Interface-related debugging
  4. Getting Support

It may be faster to just Ctrl + f (or Cmd + f if you're on a Mac) to find key words related to your issue. That's why we put it all in one page!

Debugging a Robotic Head Setup

Are you getting an SDI signal?

Make sure you have an SDI connection from the Robotic Head to the DoP. Verify the rear of the DoP:

  • If it has two SDI ports, it is a FullHD DoP, and can take at most a 3G SDI (FullHD) signal. Anything more will result in no image appearing at all.
  • If it has 4 HD-BNC SDI ports, it's a 4k DoP, and it can take the whole range of signals up to 4k. Make sure the SDI cable is connected to the bottom-most port of the capture card.

Are you able to control the head?

In the interface, try to move the head, either with the joystick or with the pan/tilt bars at the bottom. If nothing happens:

  • Verify that the head is powered up
  • Verify that the head is correctly connected to the same LAN network as the DoP.
    • If possible, verify using the ping network utility that you can ping both the DoP and the robotic head.
  • Go into the Operations Server on the DoP and verify that the DoP has got the correct configuration for this head loaded.

Are you able to control the lens' zoom, focus and optionally iris?

If not, there may be an issue with the lens control configuration.

  • If you are using external lens motors (like PDMovie ones):
    • Are the lens motors powered on (LEDs should light up) and connected to the head or to the edge device?
    • Are the lens motors calibrated? Try to move the zoom, focus and iris rings by hand. If you can't, the PDMovies are calbrated. If they move freely, long press on the bottom of the lens motor, which will cause it to automatically calibrate.
    • Are the lens motors LED colors corresponding to their function? Green for focus, red for zoom, blue for iris. To change the color, double press the button on the lens motor.
  • If you are using a lens with a servo:
    • Verify that the controls at the bottom set to M (for manual) and not S (for servo)
    • Verify that the servo is connected to the power port on the camera
    • Verify that the servo is connected to the serial control port on the head

Debugging a PTZ Setup

Are you getting an SDI signal?
Make sure you have an SDI connection from the PTZ to the DoP. Verify the rear of the DoP:

  • If it has two SDI ports, it is a FullHD DoP, and can take at most a 3G SDI (FullHD) signal. Anything more will result in no image appearing at all.
  • If it has 4 HD-BNC SDI ports, it's a 4k DoP, and it can take the whole range of signals up to 4k. Make sure the SDI cable is connected to the bottom-most port of the capture card.

On the PTZ, make sure you are using the corresponding port (3G SDI port for FullHD DoPs, 12G for the 4k DoPs).

Can you control the PTZ?

If you are moving the PTZ via the UI, but nothing is happening, it's time to verify the connection between the DoP and the PTZ.

  • If you are using a direct serial connection via a USB-to-Serial Dongle:
    • Did you plug in the USB dongle before booting up the DoP? This is necessary so our software can mount it at runtime. If not, reboot the DoP and make sure the dongle is already plugged in.
    • Did you configure the DoP to control the PTZ over serial? Open up the Operations Server, and make sure that the selected configuration is for for serial control (usually specified with an S at the end of the configuration).
  • If you are using a Moxa Serial-to-IP gateway:
    • Verify the LEDs on the Moxa gateway. They should be powered on and indicate network connectivity, as well as connectivity on the P1 or P2 port. If that's not the case, verify that the Moxa is correctly connected to the RS-422 port on the PTZ, has power, and is properly connected to the network of the DoP.
    • Open up the Operations Server and verify that you did not select a configuration with an S at the end (which stands for Serial).

Have you correctly configured the PTZ?

Double-check that you've correctly modified the settings as specified in the PTZ Quickstart (pan/tilt mode, focus control etc).

Other Debugging

Tracking performance is poor

This can be caused by quite a few things and it's probably best to call in Seervision Support. However, in 80% of the cases, it means the correct lens isn't selected. Verify that you have configured the correct lens by going to the Preferences (little cogwheel icon) in the UI, navigating to the Lenses tab, and confirming that you have selected both the right camera, as well as the right lens.

If that's not the case, enable the Computer Vision stream under the Streams panel, to get a better feeling for whether the computer vision is causing the poor performance.

Restarting

As frustrating as it can be to admit, sometimes a restart from scratch can help in fixing issues. We have three options for a restart, ranging from mild to "nuclear":

  1. In the System panel, click the Reset all Settings button to revert to our default configuration
  2. If the above didn't work, head on over to the Operations Server, and click the Relaunch button to relaunch the UI. Allow a few minutes for the system to relaunch.
  3. If that also didn't work, the "nuclear" option is to just use the Reboot button in the Operations Server, which will restart the DoP. This will take a few minutes.

Getting Support

It may happen that the problem is nearly impossible to debug without some "insider information" Seervision Support can provide, No problem!

While it can be a frustrating experience, try to provide as much detail as the situation allows when contacting Support. This helps us provide you with more targeted support, and hopefully a quicker resolution time.

If the problem is hardware/control related

Just shoot us an email and we'll try to call you up and get it fixed as soon as possible.

If it's software/functionality/performance related

It's often best to report a bug by clicking the Report Bug button in the settings rail, and providing details via the bug report. We go through this process in more detail in our manual.