Support

World-class technical support services

Frequently Asked Questions

  • What are the Volicon Observer v5.0 system requirements for a client PC?

    A client machine accessing the Observer via the network should be:
    • Running Windows XP, Vista, Windows 7 with the latest service packs installed (For Mac support, please see the next question)
    • Must have a sound card installed.
    • Must have Microsoft Internet Explorer 8 browser or greater.
    • Must add Observer URL address to the 'Trusted sites' zone
    • Must have Windows Media 11 or greater installed
    • Minimum 2 Ghz Intel Core 2 Duo (or equivalent)
    • Minimum NVIDIA or ATI video card.
    • Minimum 2 GB of RAM (or equivalent)
    • Minimum 10Mbps network connect
    • User with local administrative privileges to install signed ActiveX control (Observer Media Player)
    • Bandwidth: 1.2-1.5 times the sum of viewed stream's bandwidth. For example, if you are watching two 512kbps streams, you will need least 1.2-1.5 megabits of bandwidth to display them smoothly.

  • Will Volicon Observer v5.0 work with the Macintosh operating system?

    For Observer Enterprise v5.0 or later, this is designed specifically for the Microsoft Windows operating system. However, using virtualization software such as Parallels Desktop v5.0 is supported for dual-boot of Windows XP and Mac OS X. In addition, the recently released Volicon Observer Professional supports the Mac OS X natively.

  • Do you support Mozilla FireFox as a browser for Observer?

    For Volicon Observer v5.0, we support Microsoft Internet Explorer 7 or later. As a workaround, we do support Internet Explore add-ins. For more information, please refer to Mozilla’s Help desk at https://addons.mozilla.org/en-US/firefox/addon/1419

    In addition, Observer Professional (released September 2010), supports any standard web browser, including Microsoft Internet Explorer, Mozilla FireFox, Apple Safari, and Google Chrome.

  • What is my default password for the Observer server & Web Client?

    Please refer to your Observer packaging documentation for this information. If you cannot locate your original documentation or the password supplied does not work, please contact your local network administrator and then call us at (781)-221-7400 or Email support@volicon.com

  • What should I do if I get a script error when I try to export a clip from Observer?

    You must add the Observer web address to the trusted sites in your Internet Explorer web browser. This can be easily be done by following these steps:
    • Go to the tools menu in Internet Explorer
    • Select internet options
    • Select the security tab and then click on the trusted sites checkmark icon and then the sites button
    • Add the IP address of the Observer server by entering in the Observer address and clicking on the add button
    • Deselect the “Require server verification (https) for all sites in this zone” checkbox at the bottom of the window
    • Apply settings and refresh your browser.by selecting F5

  • Why does my Volicon server show an expiration date for the software license on the log in screen to the web client?

    This may be one of two possibilities – either a cached message from your web browser or perhaps a technical issue that may require some assistance. First verify the license by going to the maintenance page of the Observer web client and click on update license. If you see an expiration date in the license window then please call us for help at (781)221-7400 or Email support@volicon.com If you do not see a license expiration date then go to the bottom of the maintenance page of the Observer web client and click the button that says clean expired data. Choose the option for remove the expiration message from logon screen. Then click clean.

  • Why am I unable to detect a video signal in Observer and why do I see a message under the video window that says “Unable to connect to stream server”?

    You should check in the Encoder setting of the GUI on the WEB server’s maintenance page under settings. Make sure the proper hostname is used for the encoder involved. Also, it is recommended to use IP addresses instead of server names.

  • Why is the time displayed in the window of my live playing video feed not the same as the time displayed in windows?

    This can be explained in one of a few ways.
    • The first thing to try is click on the live button to re-sync.
    • If you are exactly off the increments of one hour then you would need to check your preferences page for your time zone settings. (Make sure you pay attention to Day Light Savings Time (DST)
    • If neither of these suggestions help, then it might be caused by the accumulated time delay due to the ingestion process. The time it takes to compile the data for video and audio, plus match it up to keep it in sync for live playback may cause a slight delay. , As a last method, a restart of the encoder can correct this issue.

  • Why do I not see any audio bars on the video playing although I have enabled the loudness meter settings?

    The most common reason is that the client system that you are using may not have a sound card installed. Please refer to the client system requirements for reference.

  • How do I adjust my audio level?

    Before adjusting any output audio levels of the Observer, it is recommended that you first check your input source. Once that has been checked, proceed to the Observer control center and click on tools and then choose “audio adjust” from the menu. The audio adjust program will run automatically and recalculate new audio levels. If the level is still too low on a given channel, please navigate to the maintenance settings within Observer. Within these settings, choose one of the encoders then select edit. You can also find audio adjustment settings there too. (Use this option last)