CSVR2000P video streams freezing

Support
1

I have a CSVR2000P displaying 4 of my cameras continuously and every once in a while (every week or two) one of the camera feeds just get stuck and stops updating. It’s completely different than cameras not updating due to network sync issues (which shows up as darkened and with a blue “i” logo) but it still looks completely fine, it just stops updating. I normally only notice because it’s still night or day in one camera and the rest are different…

it’s actually still recording and I can watch the video from the SVR page on the alarm.com website, it’s simply just a display issue on the CSVR GUI. I can easy “fix” it by double clicking on the video feed to make it full screen and then, double clicking again to make it “normal”. it’s not specific to a camera as it’s happened on multiple feeds.

is this a known issue?

2

Thanks for the detailed writeup. This isn’t a known issue that we’ve found, and your recorder is already on the latest software.

Next step is a remote reboot of the recorder to see if that clears it up. It’ll be offline for a few minutes. Let me know if I can do that.

3

Yeah, go ahead.

4

The reboot is done. If a tile freezes again, let me know, and also whether that camera looks stuck in full screen too or just in the grid view.

5

Camera only looks stuck in tile mode. once I double click to get it into full screen it becomes unstuck.

6

Thanks! Just to confirm, has a tile frozen again since the reboot, or is that how it was behaving before?

7

Apologize for the confusion. That’s what happened before. It will likely be a week or two until it happens again.

8

No worries! Sounds good, just reach out if it happens again and we’ll take it from there.

9

It is now currently frozen on one of the tiles.

10

Hi,

Thanks for letting us know it happened again. Which camera is the tile frozen on this time, and which cameras has it happened with in the past?

If it’s been the Garden or Backyard camera, the cause is likely signal strength. Both of those cameras connect through ADC-W110 PoE to Wi-Fi bridges, and they’re currently showing a normalized signal strength of about 51%-52%. At that level, a brief drop in the Wi-Fi connection can cause the live video tile to freeze, even though the camera keeps recording to the CSVR.

Here are a few ways to improve the signal for those bridges:

  • Move the W110 closer to your router or access point, with as few walls and obstructions between them as possible. Brick, concrete, stucco and metal can weaken the signal significantly.
  • Add a Wi-Fi extender or mesh access point closer to the W110s.
  • The W110 only connects on 2.4 GHz. If you have a dual-band router, giving the 2.4 GHz and 5 GHz bands separate network names (SSIDs) can help keep the bridges on a stable connection.
  • If you have a mesh system, try keeping the W110s connected to the access point closest to them, since mesh systems can move devices between access points.
  • Make sure your router’s firmware is up to date.

Here are a couple of our forum guides with more details:

Let us know which camera is affected, and if it is one of these two, whether the freezing improves after strengthening the signal.

11

It was the garden camera this time. I’m I’m fairly sure the driveway camera has done it in the past, which is wired… But I’m not sure.

Fully wiring the other two cameras is on my todo list. I’ll reply back if it happens on a wired camera.

12

Thanks for the update! Please let us know if the issue also occurs with your wired cameras. We’ll be happy to investigate further.