I am experiencing an issue with my PTZ camera (model DH-P5AE-PV) connected to my NVR (DH-XVR1B04-L). Whenever I try to view playback or event recordings of the PTZ camera in the DMSS app, the NVR crashes or the app fails to load the video, often showing the message “Click to load the video again.” In some cases, after multiple attempts, it works, but other times the NVR crashes completely.
Important details:
Important details:
- This issue only occurs with the PTZ camera. Other HDCVI cameras work fine.
- The problem happens in the DMSS app, but not on the NVR’s interface.
- The firmware for both the camera and the NVR is up to date.
- We’ve tried the following troubleshooting steps:
- Resetting the NVR
- Re-adding the camera
- Switching stream modes
- Changing the record destination to FTP (worked briefly, then the issue returned)
- Testing on different phones (issue persists on both devices)
- Using different settings for stream bitrate, resolution, and I-frame interval
- Switching from H.265 to H.264H encode mode
- Enabling/disabling Smart Codec
- Using both PoE+ and a separate 12V power supply
- The camera sometimes functions normally, including PTZ movement and recording, but at other times it cuts off video or causes either the NVR or camera to go offline.
- If I manually try to move the camera via the controls on DMSS, the camera will at times freeze (0 kb/s).
- The issue appears more frequent when PTZ movements are involved.