Knowledge Base

Problem

Users receive a 'Connection to Viso Services lost' error when launching Viso Viewer, or Viso behaves erratically (login/logout failures, camera freezing, general instability). The system may prompt for a server name instead of the usual login screen.

Details

Affects Viso 10 and later. Symptoms include: error message 'Connection to Viso Services lost', inability to log in or out, cameras not connecting, UI freezing, and recurring instability requiring multiple reboots per day. The issue typically resolves temporarily after a reboot but may return. Can occur after a failed update attempt or spontaneously during normal use.

Solution

1. On the Recorder/Server PC, open the Windows Services panel (services.msc).
2. Locate all Noldus Viso services (e.g., Viso Service, Viso Data Service).
3. Right-click each service and select 'Restart'.
4. Wait for all services to fully start before relaunching Viso Viewer.
5. If restarting services does not resolve the issue, perform a full reboot of the Recorder PC.
6. If the problem persists after a reboot (e.g., following a failed update), consider upgrading to the latest Viso version (Viso 12 is known to resolve update-related service failures on older versions).
7. Verify the Viso Viewer can connect normally after services have restarted.