Troubleshooting Cameras

Although connecting cameras to Switcher Studio is usually an easy process, there are some issues that can occur. This article outlines the most common issues with cameras and how to resolve them.

In this article:

• Remote Device Does Not Appear the Inputs Tab

• Share this Device is Unavailable

• Device is Busy Message

• Camera Quality Issues

• Remote Cameras Appear as a Black Screen

Remote Device Does Not Appear in the Inputs Tab

When you share a device camera with Switcher Studio, it automatically appears in the Inputs tab of the main switcher device under Sources on Your Wi-Fi Network. However, if a remote iOS device being used as a camera does not automatically show up, it is often related to a Wi-Fi issue. Below are the recommended work steps to resolving this issue.

Check the Wi-Fi Network

Ensure all devices used for the production are connected to the same wireless network. If the network has a 2.4 GHz and 5 GHz option, we recommend connecting all the Switcher devices to the 5 GHz version.

Power Cycle the Internet Equipment

Sometimes the internet equipment on site just needs to be reset. Most setups have an individual wireless router and cable modem. If this is how your internet runs, follow the work steps below.

• Unplug the power cord from the modem and wireless router.

  • Let the equipment rest unpowered for one minute.

• Plug the power cord back into the modem.

  • If you have cable internet, this will be the device with a coaxial cable screwed into the back.

• After the modem has been fully restored (1 - 2 minutes), plug the power cord back into the router.

  • Wireless routers normally take a couple of minutes to power on and emit the wireless signal.

• Confirm all devices are connected to the wireless network and attempt to connect the remote cameras again.

Check the Local Network Privacy Setting

Beginning with iOS 14, there is a Local Network privacy setting that must be enabled in order to connect additional cameras and screens in Switcher Studio. You will be prompted to allow local network access when opening Switcher Studio after updating the iOS version. If you tap Don't Allow when you receive the initial prompt, or if you disable access at any time, you will need to manually enable access in your Settings app.

• Open the Settings app on your device.

• Tap Privacy under Settings.

• Tap Local Network.

• Tap the toggle button next to Switcher to enable it.

• Complete these steps on all devices then try to connect the remote cameras.

Connect the Remote Device by URL

When you tap Share this Device on the remote camera, the device will display a URL. You can enter this URL into the main switcher to connect the device when it doesn't automatically connect.

• From the Inputs tab on the main switcher, tap Add Source.

• Tap Connect by URL.

• Type in the unique URL from your remote device.

• Tap Connect in the top-right corner.

Disable the Wi-Fi Isolation Setting on the Router

Wi-Fi Isolation, sometimes referred to as Client Isolation, AP Isolation, or Wireless Isolation, is a setting that blocks devices on a Wi-Fi network from communicating with each another. This setting is common on public networks and in corporate environments, where devices seeing and communicating with each other is a security concern. Checking and disabling this setting will vary based on your router, but it is usually found under Wireless Settings.

Test With a Hotspot Connection

If you have gone through the troubleshooting steps above and still cannot connect your camera, we recommend running a test with a hotspot (you can use your iPhone or iPad as the hotspot).

• Disconnect your devices from the Wi-Fi network.

• Enable the hotspot.

• Connect the camera device and main switcher device to the hotspot.

• Tap Share this Device on the remote camera device.

• Check the Inputs tab on the main switcher to see if the device appears.

  • If it does, it means there is an issue with the Wi-Fi that is not allowing the devices to connect to one another.

"Share Device" is Unavailable

If Share Device is dimmed and you cannot tap the button, it means your device is not connected to the same Wi-Fi network as the main switcher. Once you connect to the correct Wi-Fi network, you will be able to tap the button.

"Device is Busy" Message

If you get a message that the device is busy when trying to connect cameras, it usually means that you have logged into Switcher Studio on more than one device. You only need to log into the device that you plan to use as the main switcher (i.e. run the production). If you logged into multiple devices, log out of every one except the main switcher.

• On the main switcher device, log in, and tap Horizontal or Vertical.

• On the other devices, you should not log in. Simply open the Switcher Studio app and tap Share this Device.

If the issue persists after checking the log in status of each device, there are two less common causes for this error:

• The camera on the device is being used by another app

  • Be sure to close any apps that could be accessing your camera.

• You have connected multiple devices that share the same name.

  • To change the name of a device, go to the Settings App > General > About > Name.

Camera Quality Issues

If a camera feed is freezing, lagging, or jumping, it's usually a sign that the Wi-Fi network is having trouble sending the video from the remote cameras to the main switcher. We recommend the following for better Wi-Fi communication:

• Move the cameras closer to the router and ensure there is a clear line of sight to the router.

  • Distance, walls, and people can cause interference and slower connection speeds between devices.

• Use the newest iOS device as your main Switcher. If there is a lot going on with the video, older devices will have trouble keeping up with the video.

• Power cycle the internet equipment. If it is an older model router or hotspot, it might be having trouble sending all of the data to each of the devices.

• Change your Wi-Fi Optimization Mode to Reinforced Wi-Fi to allow the cameras more time to communicate.

  • This setting can be adjusted by going to the Outputs tab, tapping WiFi Optimization Mode, then selecting Reinforced Wi-Fi.

• Connect the router using an ethernet cable for more stability.

• Create a closed network that is limited to only the devices being used with Switcher.

Isolate the Issue With Testing

We recommend doing a lot of testing to figure out the best setup for your environment and devices. If you are having trouble with the camera feed quality, it's especially important to try to isolate the issue with testing, as follows:

• Connect only one remote camera to the main switcher device and do a test stream.

• If you have issues with only one remote camera, turn on Reinforced Wi-Fi mode and run another test stream.

• If you are happy with the quality using Reinforced Wi-Fi with one camera, then connect a second camera. Run another test stream and continue this process to narrow down when this issue occurs.

Remote Cameras Appear as a Black Screen

If you have connected remote cameras to your main switcher device, yet the video feeds from those cameras appear as black screen, please ensure the following requirements are met:

• All remote cameras are on the same Wi-Fi Network as the switching device.

  • If the router has 2.4GHz or 5GHz, each device must be on the same network.

• All devices are running the most recent version of Switcher Studio.

• All devices have the latest iOS version.

Contacting Support

If you have gone through the troubleshooting steps in this article and are still having trouble connecting cameras, use the messaging tool on the launch screen of the Switcher Studio app or the online Dashboard. You can also send an email to support@switcherstudio.com.

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