Viso - Troubleshooting and Maintenance (Reference)

Last updated: Jul 25, 2026

Viso with The Observer XT

Further Analysis with The Observer XT

In The Observer XT you can further analyze your sessions. For example:

Carry out a Behavior analysis to obtain quantitative data about your session, like the frequency or the latency of a scored marker. See Calculate Statistics in The Observer XT Help.
Add new elements to the Coding Scheme and annotate the Viso videos. See Set up your Project and Carry out an Observation in The Observer XT Help.
Select time fragments based on behaviors in the Coding Scheme for further analysis. See Select Data for Analysis in The Observer XT Help.

To jump to the video frame at which a certain marker or remark was scored, click its row in the Event Log.

Technical Support

Viso Help - Opens the Viso Help. You can search and find help topics.
Noldus Online - If your computer is connected to the Internet, choose this option to go to:
- Viso Home Page - The Viso home page contains all kinds of information about the program as well as examples of how Viso is used.
- Customer Support Center - Brings you to the MyNoldus section on the website. Create a new account or log into your existing account. On your MyNoldus page you can find the licenses and NoldusCare contracts associated with your account, you can download the latest version of the software, manuals and sample project, contact Support or request a Sales visit.
About Viso - Choose this option to see details of your Viso version, or to open the End-User License Agreement and Acknowledgments of third-party applications.

Contacting Technical Support

For questions about this or any other product, please contact the Support department. From the menu select Noldus Online and then Customer Support Center or browse to https://my.noldus.com. This brings you to the MyNoldus section on the website. Create a new account or log into your existing account. Under Get support you will find the contact details of the help desk in your region, you can view the status of your current support cases or submit a new support case.

Support is available 24 hours via several help desks in different time zones.

In order to provide adequate support, it is possible that we request you to supply us with video recordings made by your organization. Since May 25th 2018 the new GDPR rules apply to all people in the EEA (EU + Norway, Iceland and Liechtenstein). For this reason we need your signed consent that you agree with the fact that you have given us permission to use these video recordings. Please be aware that the persons who are recognizable in the videos also have to give consent that the videos are sent to us and our technology partners, and that it is your responsibility to arrange this consent. More information regarding our Privacy policy can be found at: https://www.noldus.com/legal/privacy-policy

Troubleshooting

No Camera View

This happens if the connection with a camera was lost. Login as Technician. After the connection with the camera is restored, click on the Select for recording checkbox for the location with that camera and click on it again five seconds later, so deselect and select the location. The camera view should now be restored.

Sound Problems

If you hear no sound on your recording, this could be because:

The speakers of your computer are not plugged in, turned off or their volume is low.
The Windows volume control is muted or turned low.
You do not have an audio source connected.
The recording volume is too low.

Viso is Slow

When Viso Viewer, Viso Recorder and Viso Services are all installed on one computer, the software may become very slow and the connection between the components may time out. Note that we recommend installing Viso Viewer on another computer than Viso Services and Viso Recorder.

To make sure that the software does not become slow when all components are installed on the same computer:

Open the Control Panel and choose Network and Internet > Network and Sharing Center.
Click Change Adapter Settings.
Right-click the Local Area Network and select Properties.
Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
Click Advanced and open the tab WINS.
Select Disable NetBIOS over TCP/IP.

Viso may also become slow if the network cables are not connected properly, or if some cables have defects. If the system is slow, check the speed of the network cables:

Open the Control Panel and choose Network and Internet > Network and Sharing Center.
Click Change Adapter Settings.
Right-click the Ethernet connection you want to diagnose and select Status.
Check the speed in the window that appears. It should be at least 1 Gb per second.

Keyboard Shortcuts

Why Use Keyboard Shortcuts

Keyboard shortcuts allow you to use Viso without taking your hands off the keyboard. Using keyboard shortcuts can also help in the prevention of repetitive strain injury. Keyboard shortcuts are only available if the corresponding menu or window is active.

Viso has keyboard shortcuts for:

General functionality
The Sessions tab
The Codes tab (Annotation Module)
Record sessions
Review sessions
The menu

When you change the Viso terminology, the shortcut keys remain unchanged. For example, if you change 'Locations' into 'Rooms' the shortcut key to open the Rooms tab is still Alt + L.

General Functionality

L - available for users with a role that allows the action.
A - only available with Annotation Module.

You can see the shortcut keys by hovering with your mouse over the menu items.

The Sessions Tab

Del - Delete sessions (L)
F2 - Rename session (L)

L - available for users with a role that allows the action.

Note: You need to select a session before you can use the shortcut keys. You can select a session by clicking the downwards or upwards arrow keys on your keyboard.

The Codes Tab (Annotation Module)

Del - Delete codes lists (L)

L - available for users with a role that allows the action.

Note: You need to select a codes list before you can use the shortcut key.

Record Sessions

Backspace - Exit session (L)
Ctrl + Shift + R - Start / Stop Recording (L)
Ctrl + [n] - Enable / disable PTZ in video [n] (L)
Ctrl + Shift + [ - Save 1st PTZ preset (L)
Ctrl + Shift + ] - Save 2nd PTZ preset (L)
Ctrl + [ - Return to 1st saved PTZ preset (L)
Ctrl + ] - Return to 2nd saved PTZ preset (L)
Numpad 1 - Move camera left-down (L)
Numpad 2 - Move camera down (L)
Numpad 3 - Move camera right-down (L)
Numpad 4 - Move camera left (L)
Numpad 6 - Move camera right (L)
Numpad 7 - Move camera left-up (L)
Numpad 8 - Move camera up (L)
Numpad 9 - Move camera right-up (L)
Numpad + - Zoom in (L)
Numpad - - Zoom out (L)
Alt + [n] - Enable Push-to-talk in camera [n] (L)
Ctrl + Shift + [n] - Only show video [n]. Press it again or press Esc to show all previously visible videos. (L)
Esc - Show all previously visible videos (after double-clicking a video, or pressing Ctrl + Shift + [n]) (L)
Ctrl + O - Select codes list (L, A)
Ctrl + R - Add remark (L, A)
Del - Delete marker, remark (L, A)
Ctrl + Q - During annotating, switch between Subjects and Markers tab (L, A)
Page Up - Open next location in carousel control (L, M)
Page Down - Open previous location in carousel control (L, M)
Alt + C - Switch to Codes tab (L, A)
Alt + E - Switch to Events tab (L, A)
Alt + P - Switch to Participants tab (L)
Shift + [n] - Mute/unmute video [n]
Shift + M - Mute/unmute all videos at once

L - available for users with a role that allows the action.
A - only available with Annotation Module.
M - the Setup account selected multiple-location recording.

Control Camera with CH Products RS Desktop Joystick

Viso supports the CH Products RS Desktop joystick for Pan, Tilt, and Zoom control of IP cameras. The joystick and buttons are predefined in the following way:

Joystick - Pan, Tilt, Zoom
Button 1 - Enable / disable PTZ in video [1] (L)
Button 2 - Enable / disable PTZ in video [2] (L)
Button 3 - Enable / disable PTZ in video [3] (L)
Button 4 - Enable / disable PTZ in video [4] (L)
Button 5 - Return to Preset 1 (L)
Button 6 - Return to Preset 2 (L)

L - available for users with a role that allows the action.

Review Sessions

Spacebar - Play / pause
Ctrl + Backspace - Quick review
Backspace - Exit session
Alt + B - Exit session
Ctrl + Shift + [n] - Only show video [n]. Press it again or press Esc to show all previously visible videos.
Esc - Show all previously visible videos (after double-clicking a video, or pressing Ctrl + Shift + [n])
Ctrl + O - Select codes list (L, A)
Ctrl + R - Add remark (L, A)
Del - Delete marker, remark (L, A)
F2 - Edit remark (L, A)
F7 - Create Highlight (only in event log)
Ctrl + S - Save changes to the event log (L)
Ctrl + Right Arrow - Skip to next event
Ctrl + Left Arrow - Skip to previous event
Alt + C - Switch to Codes tab (L, A)
Alt + E - Switch to Events tab (L, A)
Alt + P - Switch to Participants tab (L)
Shift + [n] - Mute/unmute video [n]
Shift + M - Mute/unmute all videos at once

L - available for users with a role that allows the action.
A - only available with Annotation Module.

L - available for users with a role that allows the action.

When you open the menu, the shortcut keys are shown as underscores for each menu item.

The Viso Web App

Log In

To start working with the Viso Web App you need to log in with the login name and password that you received from your colleague who manages the Viso set-up.

Prerequisite: Your colleague with the Setup account must have enabled the Viso Web App and services option (this option is turned on by default). If the Viso Web App is not enabled you can still remotely start and stop recording but you cannot remotely view your locations and neither remotely view session playback.

Connect your device to the Viso network.
Open the web browser and in the address field enter the following: https://<Name or IP address of the computer with Viso Services>:5001. Your colleague who manages the Viso set-up can supply you with these details.
If you get a message that your connection is not private, click Advanced and then Continue.
Log in with your username and password.

Notes:

When you are logged in, your username is shown in the top-right corner of the Viso window.
Contact your colleague who manages the Viso set-up if you have lost your password.
You can only be logged in once in Viso, independent of whether this is via the regular Viso interface or the Viso Web App. If you log in a second time, you will be logged out on the other Viso (web) interface.
You cannot log in with the Setup account in the Viso Web App. To get access to the settings and user management options that are available with the Setup account, you have to log in to the regular Viso interface.
The Viso Web App allows you to remotely start and stop single session recordings. It is not possible to remotely start and stop recording of separate or combined sessions. However, you can remotely playback separate and combined sessions.

View Locations and Start and Stop Recording

Aim: Remotely view locations and start and stop a (single session) recording.

Prerequisite: Your user role must allow session recording (Technician, Administrator, Trainer).

Click the Locations tab to view the list of available locations and their status.
Click a location to open it. You can view one camera image at a time. If the location has more than one camera, you can switch between the other camera images by clicking the appropriate button. If your colleague who manages the Setup account enabled the picture-by-picture view on your system, you can see a combined view of all streams by pressing the All button.
If your Viso set-up includes Pan Tilt Zoom (PTZ) cameras you can control them, including zooming in and out. Please note that these features are not intended for following a person as they move about in a room but to set up a predefined location to monitor which thereafter remains fixed.
Click the Record button to start recording.
When done, click the Record button to stop recording.
Give the session a name and save it.

Location Status

Locations can have the following status:

Online - Available for recording.
Locked - The location is opened by another user. Administrators and Technicians can open the location, but cannot start session recording. Trainers and Trainees can only open the location if they received an invitation for the session.
Recording - Recording takes place in that location. Administrators and Technicians can open the location, but cannot start session recording. Trainers and Trainees can only open the location if they received an invitation for the session.
Offline - The location has not been selected for recording by your colleague who manages the Viso set-up.
Configuration warning - One camera, or some of the cameras in the location are not configured correctly. Consult your colleague who manages the Viso set-up to solve this. You can record with the cameras that are online.
Configuration error - None of the cameras in the location are configured correctly. Consult your colleague who manages the Viso set-up to solve this. You cannot open the location.

Note: If you log out while a session is being recorded, recording continues, even if you shut down the computer or mobile device with Viso. Log in again to stop the recording.

Note: Technicians can add and edit locations in the regular Viso interface. See the Viso Setup Manual for details.

Sessions

The Sessions tab contains the list of recorded sessions that you are entitled to review.

Technicians - The Sessions tab lists all recorded sessions.
Administrators - The sessions owned by users of his/her department.
Trainers - Only the sessions that they created themselves, received session ownership of, have been assigned annotator for, or received an invitation for are listed.
Trainees - The list only contains the sessions they received session ownership of, have been assigned annotator for, or received an invitation for.

Sessions can have the following status:

Recording - The session is being recorded.
Finished - The session has been recorded and can be reviewed.
Forced finished - Recording has been stopped for this session, for instance by the Technician or because a scheduled session recording started.
Invalid - If your PC crashes during session recording, the session will get the status 'Invalid'.

Click a session to open it for review. You can view the session per camera image. If the session has more than one camera, you can view the other camera images by clicking the appropriate button. If your colleague who manages the Setup account enabled the picture-by-picture view on your system, you can see a combined view of all cameras by pressing the All button.

If the session has more than one location, you can open the other locations by clicking the appropriate button.

Source: Viso 12 Reference Manual

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