Table of Contents
Footage Gaps
Footage gaps occur when a camera stops providing a video stream and TetherX is forced to reconnect. Even brief gaps can miss critical events - address this issue promptly.
Start Here: Update Camera Firmware
Warning: Outdated firmware is the most common cause of footage gaps. Many cameras have bugs causing memory leaks or stream failures after hours of operation. Always update to the latest firmware first - this resolves the majority of issues.
- Check your camera manufacturer's website for firmware updates, or contact your camera supplier
- Download and install the latest version - you can use Tunnelling to access the camera's web interface
- Reboot the camera and monitor for 24 hours
If gaps persist after updating firmware, continue with the steps below.
Quick Checks
- Review camera suggestions - Go to Admin → Cameras, click your camera, and address any yellow or red warning icons
- Check TetherBox health - Go to Admin → TetherBoxes and verify CPU usage is below 90%
- Check for packet loss - Look for packet loss warnings in the camera table (see below)
Check for Packet Loss
TetherX monitors packet loss and displays warnings in the camera table:
Even 1-2% packet loss causes video issues. If you see warnings:
- Replace the Ethernet cable
- Try a different switch port
- Verify cable run is under 100 metres
Common Causes
| Cause | Signs | Solution |
|---|---|---|
| Outdated firmware | Random disconnections, works then fails | Update to latest firmware |
| Overheating | Gaps during hottest part of day | Add sunshade, improve ventilation |
| Too many connections | Multiple viewers cause drops | Close other software or recorders accessing the camera directly |
| Network congestion | Multiple cameras affected | Use dedicated VLAN, upgrade switches (Gigabit, 2.5GbE, or 10GbE as needed) |
| Insufficient PoE | Reboots at night when IR activates | Check PoE budget, use PoE+ switch |
| Faulty hardware | Random gaps, other cameras fine | Replace camera |
TetherBox Checks
Go to Admin → TetherBoxes and verify:
- CPU usage - Above 90% can cause recording interruptions
- Network interface - 100Mbit may struggle with multiple HD cameras
- Storage health - Failing drives cause recording backlogs
Camera-Specific Settings
Access your camera's web interface using Tunnelling to try these additional fixes:
- Reduce resolution and bitrate: Temporarily lower the video resolution and bitrate in your camera's streaming settings. This reduces bandwidth demand and can stabilise unreliable connections. If this resolves the issue, your network needs upgrading.
- Test wired connection: If your camera is on WiFi, temporarily connect it via Ethernet cable. WiFi is inherently unstable for video surveillance - if Ethernet resolves the issue, you need wired connections or better WiFi infrastructure.
- Bypass HomePlug adapters: If using HomePlug/powerline adapters, temporarily connect the camera directly to a network switch. HomePlug adapters frequently cause dropped connections and packet loss with video streams - if direct connection resolves the issue, replace HomePlug with proper Ethernet cabling.
- Change authentication type: In your camera's RTSP settings (typically Surveillance → RTSP → Basic), try switching between "Digest" and "Basic" authentication modes. Some cameras are more stable with one mode over the other.
- Enable NACK (intercoms only): For intercoms experiencing packet loss, navigate to Intercom → Call Feature → Others and enable NACK (Negative Acknowledgment). This helps retransmit lost packets in weak network environments.
Tip: Reducing resolution/bitrate is a diagnostic step, not a solution. If lower quality fixes the problem, upgrade your network infrastructure rather than accepting degraded video quality.
Advanced Camera Settings
If firmware updates and standard fixes don't resolve the issue, try adjusting these advanced settings. Go to your camera → Details tab → scroll to Advanced Settings:
- Force TCP: Forces TCP protocol instead of UDP. Adds network overhead but provides more reliable connections on networks with packet loss. Some cameras are more stable with TCP despite the performance cost.
- Disable API: Prevents the TetherBox from attempting to configure the camera via its API. Use this if you suspect the TetherBox's configuration attempts are destabilising the camera.
- Disable Defaults: Prevents the TetherBox from applying default stream settings. Try this if the camera works but becomes unstable after the TetherBox configures it.
- URL Auth: Includes credentials in the RTSP URL. Usually not required, but older Hikvision DVRs need this to prevent occasional dropouts.
Tip: URL Auth is automatically enabled for Hikvision DVRs by TetherX - you only need to toggle this manually for other brands if experiencing connectivity issues.
Test with VLC
Test the camera stream independently using Testing with VLC:
- Connect VLC directly to your camera's RTSP stream
- Let it play for at least 15 minutes - brief tests won't reveal intermittent issues
- Watch for stuttering, freezing, or disconnections
Results:
- VLC stutters or disconnects - Problem is with the camera or local network. Check firmware, cabling, and PoE power.
- VLC plays perfectly - Issue is between camera and TetherBox. Check for packet loss and network congestion.
Still Having Issues?
- Review the general Camera Troubleshooting guide
- Collect Testing with VLC results showing the issue
- Submit a support request with camera make/model, firmware version, and VLC test results