Viso - Troubleshooting Quick Reference
Last updated: Jul 25, 2026
Viso User Guide & Troubleshooting
This guide will allow you to troubleshoot the most common issues encountered in Viso. If you are not able to resolve the issue yourself, please contact [email protected]. When Viso is installed on company/university network, some issues may require assistance from your local IT department.
TABLE OF CONTENTS
A. TROUBLESHOOTING B. Rebooting Viso C. Scheduling Automatic PC reboots D. Taking Locations On/Offline E. Deleting and Creating a Location F. Starting Viso Services G. Files not available in Session Manager H. File name differences I. Annotation Module J. Configuring Cameras K. Troubleshooting the Router L. Credentials M. Static routes N. Viso technical info for IT O. Network info (as it pertains to Viso) for Support/IT P. Enabling network for remote support Q. Upgrading an existing Viso Installation R. Setup & Connections
Links to Viso Documentation:
Viso v12 Quick Start Guide Viso v12 Setup (Installation) Manual Viso v12 Reference (Help) Manual
A - Troubleshooting
ISSUE/PROBLEM
SOLUTION
1. "Most" Viso issues
Can be resolved by rebooting all PC's We recommend setting up automated reboot.
2. Viso does not start or open
Update video card drivers A stand-alone video card with 2+ GB RAM is required. It should also support Direct3D Acceleration. We prefer NVIDIA video cards.
3. Viso is slow to startup
(Various notifications may appear) Allow the pc to completely boot before starting Viso.
4. Viso is slow
Install Viso Viewer on a separate workstation Probable cause: All Viso components (Recorder, Services and Viewer) are installed on same PC.
5. Unable to reach Viso Services or
Viso Recorder Check that PC names and IP addresses have not changed. Changing these settings after deployment have the potential to interfere with the software installation.
6. Viewer PC cannot connect to Viso
Services PCs for Viso Services and Viso Recorder need to be configured with static IP addresses.
7. Errors:
Cannot connect to Viso Services Connection with Viso Services Lost Make sure that Viso Services is Running in the Task Manager. If it is, stop and restart. Here is how.
8. Connection Settings:
At first startup of Viso Viewer, enter the name of the services PC in the Address field, replacing localhost. Normally this is VISO-RECORDER or NOLDUS-RECORDER. See images below. Incorrect Settings Correct Settings
9. Errors:
Viso Services Error Session(s) not found Invalid video in session Check the credentials
10. Error 20021 - Cannot retrieve
information from Viso Services Disable Firewall on all Viso computers Open Control Panel > System and Security Click Windows Defender Firewall Click Turn Windows Defender Firewall on or off on the left side of the window. Under Overview, click Windows Firewall Properties In each network zone, select Turn off Windows Defender Firewall (not recommended) Click Close
11. Bad connection to Viso Services
Check to see if all Viso components are the same version. NB: It is possible to connect to a higher version of Viso with a lower version of Viso viewer. Behavior may be erratic.
12. Location(s) are Offline or
13. Errors:
Camera Configuration Problem Configuration error Connection with Viso Services lost error Cannot open a location Location is offline S1: Take the Location offline and put back online again. S2: Reboot camera(s) S3: Restart Viso Services
14. Error: Camera Connection Not
Available Viso Viewer attempts to stream video via the wrong network adaptor. Set a static route. You might need to reset the routing table periodically. It can get cleared out via various means like upgrading Viso or PC IP change.
15. Error 30028 when opening a
location Ensure a stand-alone video card with 2+ GB RAM. It should also support Direct3D Acceleration. We prefer NVIDIA video cards.
16. Unable to reach camera
S1: Check that cameras are connected to switch and powered on. Most Axis cameras have a green or amber light when powered and fully booted up. S2: Reboot camera(s) S3: If issue with all cameras, check router. S4: Reset camera to factory settings and reprogram
17. ONVIF Error
Enable Audio in Camera Open the web interface, go to the Stream tab, and toggle Include to on under Audio. See image below.
18. Files not available in session
manager Viso database can no longer locate the videos likely due to an incorrect file move. Edit database to correct. Also see information on naming if applicable.
19. Recordings are not being saved
using the webapp Reboot or power down device (tablet or PC web browser) This is often achieved by pressing/holding down 1 or more buttons until device shuts down. Check tablets manual for more info. If needed, give it a minute then power the tablet back up, often by holding for a moment the same button(s).
20. No audio in recording
Confirm MIC is plugged into rack or PC (depending on your setup) Turn Masking button off
21. Artifacts in recordings
Tablets that start/stop recording: Check network connection setting. It should be wired (rather than wireless). Disable Wi-Fi on the tablet(s). Samsung tablets: Pull down the menu in the upper right-hand corner of the tablet (by clock) and tap the Wi-Fi icon to turn off (should appear gray in color). iPads: Open the Settings App. Tap on Wi-Fi. Locate Wi-Fi and toggle Off.
22. Viso 9.0 has error 30066 on feeds
when opening location Update to Viso 9.1+ This issue is caused by an incompatible version of Axis Media Control Library
23. Changing image orientation in web
interface does not affect Viso image. Downgrade Axis camera firmware to rev. 8.30. Incompatible camera firmware.
24. Files not available in Session
Manager Always move video files via a UNC path! This error results in moving the video files via a Local path (D:\FOLDERNAME) rather than a UNC path (\SERVERNAME\SHARE). The database needs to be manually edited to fix the problem.
25. License expired!
Software based licensing checks the online database for license validity every 90 days. Therefore, PC's where Viso is installed should have continuous internet. If check fails (due to no internet), the license will be temporarily suspended. Connect PC to the internet again and the license check will complete allowing you to use the system again momentarily. If Continuous internet is an issue at the location your lab is installed, you can switch to hardware based licensing (dongle). It does come with a fee, contact your account manager for a quote.
Source: Viso v12 - User Guide & Troubleshooting