Troubleshooting¶
Use the checks below to resolve source, capture, and licensing problems. Errors, warnings, and information messages appear as banners in the main window.
Read the title and message before dismissing a banner. Dismissing it hides the message; it does not fix the cause.
Common problems¶
| Symptom | What to check or do |
|---|---|
| No streams appear | Check the listen interface, enable NMOS discovery, confirm the sender is registered, and verify registry discovery or manual host/port settings. Incompatible streams may be hidden. |
| NMOS HTTP listeners fail to start on Windows | When running as a standard user, ask an administrator to check HTTP URL reservations for the configured Node and Connection ports. |
| Start recording is disabled | Select an available source, or enter a custom endpoint and select Use this source. Selecting another source tab clears the previous selection. |
| Invalid source configuration | Check both URI inputs. Correct any malformed endpoint or clear the unused one, then select Use this source again. See Custom RTP sources. |
| Recording uses the old custom endpoint | Changes are not staged until you select Use this source again. Stop the capture and reconfirm the edited source. |
| No video preview | Check whether the source is audio-only, whether preview decode cadence is off, and whether video is arriving. |
Time display stays at 00:00:00, or a file contains no usable media |
Check sender output, receiving address and port, interface, multicast routing, and firewall permissions. A created file or metadata bitrate does not establish successful reception. |
| Recordings on Windows contain gaps or damaged frames | Start by increasing the receiving NIC's Receive Buffers, then compare counters and recordings under the same load. See Tuning Windows UDP reception. |
| Low free space warning | Free space or select another destination. Starting is still allowed, so resolve the warning before a long capture. |
Filename preview ends in .mkv |
This is a settings preview issue; captures use .mxf. Check the actual path in Stream info. |
| NMOS connection-control warning | Read the banner and verify the sender's connection API. Capture may fall back to the sender URI; check the actual source and recorded media. |
| Audio is missing after an NMOS warning | Audio-source resolution can fail while video continues. Stop and check the audio sender and selection before restarting. |
| Online license becomes unavailable | Restore internet connectivity and check subscription status. Further use is blocked while the online license is unavailable. |
| Import license file is disabled | It is disabled in online licensing mode. Log out and restart before importing an offline license. |
Contacting support¶
For unresolved problems, note the banner text and application version/build from Settings > About. Open Settings > Advanced to locate logs. Share only the relevant logs, with sensitive information removed.
Contact info@easydcp.com.