Troubleshooting Common Issues in Elecard MultiStreamer

Troubleshooting Common Issues in Elecard MultiStreamer

1) Installation & launch failures

• Cause: Running inside a virtual machine or Hyper-V enabled.
  Fix: Disable Hyper-V and install on a physical machine.
• Cause: Antivirus blocks licensing/runtime DLLs.
  Fix: Temporarily disable AV or add exceptions for the product folder and haspvlib_82597.dll.
• Cause: CPU lacks AVX support.
  Fix: Install on a CPU that supports AVX (Sandy Bridge or later for Intel; Bulldozer or later for AMD).

2) License / activation errors

• Check: System clock, network access to activation server, firewall rules.
• Fixes: Sync system time; allow outbound connections to Elecard activation endpoints; run activation as admin; reapply license file if provided.

3) Unsupported or failing stream inputs

• Cause: Unsupported container/codec or corrupt stream.
  Fix: Verify format with Stream Analyzer or similar tool; transcode to supported format; test with a known-good sample.
• Check: Bitrate, resolution, unusual profile levels — confirm product supports them.

4) Playback glitches / dropped frames

• Cause: CPU/GPU overload or incorrect decoder settings.
  Fix: Lower decode load (reduce resolution/bitrate), enable hardware acceleration if supported, close other heavy processes.
• Check: Network packet loss for live feeds; capture and inspect transport stream for continuity errors.

5) Sync/timestamp problems (A/V drift)

• Cause: Incorrect PTS/DTS, variable frame rate, or container timestamp issues.
  Fix: Re-mux with correct timestamps; force constant frame rate; use StreamEye/Stream Analyzer to locate timestamp discontinuities.

6) Ad insertion / splice artifacts

• Cause: Splicing at an open GOP or misaligned SCTE-35 markers.
  Fix: Ensure splices occur at closed GOP boundaries; validate SCTE-35 timing and encoder GOP structure; capture pre/post splice and analyze GOP.

7) Metric discrepancies (PSNR/SSIM/VMAF)

• Cause: Mismatched reference frames, scaling, or color-space differences.
  Fix: Match resolution, frame rate, and color space for reference and test streams; use precise frame alignment and same preprocessing for metrics.

8) Remote probes/monitoring not reporting

• Cause: Network/firewall or incorrect probe configuration.
  Fix: Open required ports, verify probe-server connectivity, check probe logs, confirm probe version compatibility with server.

9) Crashes or high memory usage

• Cause: Memory leaks, very large files, or bad input data.
  Fix: Update to latest patch, process files in smaller chunks, monitor logs and provide dumps to support.

10) What to collect before contacting support

• Product and version number
• OS and hardware details (CPU, AVX support)
• License ID or activation log
• Sample input (smallest reproducer) or transport dump
• Application logs and crash dumps
• Steps to reproduce, timestamps, and screenshots

If you want, I can:

• Provide a short checklist formatted for technicians, or
• Suggest exact commands/tools to capture a transport stream dump. Which would you prefer?