> For the complete documentation index, see [llms.txt](https://docs.livespotting.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.livespotting.com/stream-adapter/en/fehlersuche.md). # Troubleshooting Here are the cases we come across most often – with the solution. If none of this helps, write to us at and attach the **raw data** from [Diagnostics](/stream-adapter/en/system.md#diagnostics). ## The app cannot be installed | Message from the camera | Cause | Solution | | -------------------------------------------- | ----------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------- | | *Invalid application manifest* | The firmware is too old (AXIS OS 11.7 or older). | Update the camera's AXIS OS. | | *Unsupported acap apptype …* | Wrong package for the camera's chip – or an ARTPEC-5 model, which is not supported. | Take the other package, see [Installation](/stream-adapter/en/installation.md#the-right-package). | | Installation refused, version does not match | From AXIS OS 12.10 the camera checks whether the app matches the firmware. | Bring the camera to a current AXIS OS 12 release. | ## The page says “The app is not running right now” The app is installed but not switched on. Open **Apps** in the camera and switch on the **livespotting Stream Adapter**. Axis does not start uploaded apps by itself. ## The stream does not start * **Check camera access.** Are user and password under [Camera](/stream-adapter/en/stream.md#camera) correct? Without valid access the app gets no picture. The **Camera** module in the overview is then red. * **Change the stream profile.** If the camera refuses the chosen profile, pick another under [Camera](/stream-adapter/en/stream.md#camera), for example one from **Camera profiles**. * **Check the credentials for the destination.** For livespotting: stream ID and token, or connect the camera to the [account](/stream-adapter/en/konto.md). * **“The camera has no free video stream”?** See the next section. ## The camera has no free video stream An Axis camera can only encode a few *different* streams at once. Every live view in the camera's web interface, every recording in a video management system and every preview in this app with its own settings takes a slot; clients with identical settings share one. If no slot is free, the camera answers the app with “Service Unavailable”, and the overview shows **Camera: no free stream**. How to free it up again: 1. **Close other live views** – browser tabs with the camera's web interface, previews in other programs. The app tries again by itself. 2. **Use a camera profile.** Under [Camera → Stream profile](/stream-adapter/en/stream.md#camera), choose a profile from **Camera profiles** that your video management uses too. Then both share one stream, and the app needs no slot of its own. 3. If neither helps: restart the camera once. That ends stuck sessions of other clients. The live preview in the app is a stream of its own as well. If the camera has no room for it, the preview says so – the app's stream runs independently of that. ## The stream runs, but nothing arrives at the destination * **SRT blocked?** Some networks do not let outgoing UDP through. Under [livespotting → Advanced](/stream-adapter/en/livespotting.md#advanced), set the protocol to **RTMP** (TCP port 1935). * **Restart the app.** After a longer disruption, an old connection can get stuck at the server. Switch the app off and on again in the camera under **Apps**. * **Check the connection.** Is the upload enough? See [Check connection](/stream-adapter/en/stream.md#check-connection). ## The picture is blurry or stutters * Check under [Picture quality](/stream-adapter/en/stream.md#picture-quality) whether the bitrate per pixel is enough, and apply the app's suggestion. * If it only stutters at certain times, the connection at the site is usually full. Measure it under [Check connection](/stream-adapter/en/stream.md#check-connection). ## No weather in the picture * **livespotting account:** Is the camera connected, and is its **location in the portal**? The platform calculates the weather from the account with this location. * **OpenWeather:** Is the key entered and already activated? A new key only becomes active at OpenWeather after up to two hours. * **Own station:** Can the camera reach the station on the network? Camera and station must be on the same network, or the firewall must allow the connection. ## Graphics & logos disappear at times Axis limits the overlays of all open live views together. If very many are open, the app hides graphics & logos for a short time so that compass, clock and weather keep running. Close live views you do not need; the graphics come back by themselves within 15 minutes. ## Date or time in the picture are wrong The app uses the camera's clock. In the camera, under **System → Date and time**, set the correct time zone and a time server (NTP). ## YouTube | Problem | Solution | | ------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------- | | YouTube shows “no data” | Without audio, the stream automatically gets a silent audio track. Check that the stream is running and the destination **YouTube** is chosen. | | Custom thumbnail does not work | YouTube only allows custom thumbnails on channels that are **verified by phone**. | | The broadcast breaks off during disruptions | With YouTube direct, the broadcast ends with the connection. With **Continuity** via livespotting it keeps going with a still picture. |