Knowledge Base

Problem

A camera feed disappears or stops displaying in the Viso software interface, even though the camera is physically connected and powered.

Details

Camera image loss in Viso can occur after software updates, network interruptions, or system restarts. The camera appears in the location list but no image is shown. Affects Viso installations where cameras are managed under defined locations.

Solution

1. Log into Viso using a **Technician-level account** (standard user accounts may lack the required permissions).
2. Navigate to **Locations** and select **Edit Locations**.
3. Find the computer or location associated with the missing camera.
4. In the **'Select for Recording'** column, **deselect** the checkbox for that location.
5. Wait a few seconds, then **reselect** the checkbox. This refresh often restores the camera view.
6. If the image does not return, **reboot the camera** (power cycle or restart via software if supported).
7. If the issue persists after rebooting the camera, check network connectivity between the Viso server and the camera, and verify camera driver/firmware status.
8. Contact Noldus Support if none of the above steps resolve the issue.