Support

Frequently Asked Questions


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

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The Volicon Observer web interface won’t load properly, why?

The Volicon Observer runs best in Internet Explorer 9. If you are using Internet Explorer 10 or 11, you will have to add the site to compatibility mode:

  • Press alt on your keyboard
  • Select Tools from the menu of Internet Explorer
  • Click ‘Compability View Settings’
  • Add your Observer’s URL to the list. Click close
  • After that you should be good to go.

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What are the Volicon Observer v6.0+ 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.

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Should I upgrade my Volicon Server?

We highly recommend upgrading your system if you are running any version older than version 7.0.36861. Our newer versions include many bug fixes as well as additional features. Our upgrades are handled by our Volicon support team. Please contact them to schedule a time to update your system.

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Will Volicon Observer v6.0+ work with alternative browsers such as FireFox? Mac OS?

For Volicon Observer v6.0+, we support Microsoft Internet Explorer 8 or later.

We have 2 different features for supporting alternative browsers. First is the observer pro interface. This operates via Silverlight. You can access this interface via your central server’s URL plus \observerpro.html.

Second is the ‘clientless’ player. This functions on 7.1+ and may require additional setup from our support team.

Both of these options have very limited functionality when compared to the full Internet Explorer version.

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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 This email address is being protected from spambots. You need JavaScript enabled to view it.

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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 This email address is being protected from spambots. You need JavaScript enabled to view it. 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.

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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”?

This is a sign that there is a networking issue between the client and the probe. Troubleshoot this as you would any networking issue. Look to see if there were any changes in a firewall or IP addresses that would cause this disconnect. Otherwise you can contact Volicon Support for more assistance.

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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.

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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.

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How do I rename the channels?

The proper way to change your channel names is in the Encoder Config page. Just click edit on each channel you wish to change. You will see a field for ‘Display Name’. Feel free to set this field as you will and the encoder names will change.

Note: Please do not change the encoder names in the Probe Manager. This will break the closed captioning and clip associations in the database.

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In cases where users do not have administrator rights on the PC, what do I do?

If you have email alerts setup and you find that the link to the clip and the thumbnails are not working properly it can be caused by the following:

The IP of the observer webserver is a local IP and you are trying to access it from outside the local LAN or if you are within the local area and it still doesn’t work the settings in the web interface is not configured correctly.

To fix this, log into the web interface under the ADMIN account, click on MAINTENANCE > SETTINGS > MISCELLANEOUS SETTINGS.

Here you need to populate the SERVER HOST and WEB SERVER IP with the proper settings. Click UPDATE and this will update the alerts email with the correct address allowing you to watch the clips are view the thumbnails.

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Email Alerts have missing thumbnails and the link to the clip doesn’t work. How do I fix this?

If you have email alerts setup and you find that the link to the clip and the thumbnails are not working properly it can be caused by the following:

The IP of the observer webserver is a local IP and you are trying to access it from outside the local LAN or if you are within the local area and it still doesn’t work the settings in the web interface is not configured correctly.

To fix this, log into the web interface under the ADMIN account, click on MAINTENANCE > SETTINGS > MISCELLANEOUS SETTINGS.

Here you need to populate the SERVER HOST and WEB SERVER IP with the proper settings. Click UPDATE and this will update the alerts email with the correct address allowing you to watch the clips are view the thumbnails.

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