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CloudEC V600R019C00 Troubleshooting (Enterprise On-premises, Convergent Conference)

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No Image/Image Freezing

No Image/Image Freezing

Symptoms and Possible Causes

Symptoms: In a multi-party conference or P2P call, a participant cannot view other participants' images or cannot be viewed by other participants or the image is frozen.

Exceptions of the endpoints, transmission network, or media processing devices may cause no image in a conference. Common root causes are as follows:

[Endpoint problems]: The speaker performs an incorrect operation on the endpoint and the camera is closed. The software or hardware of the speaker's endpoint is faulty and there is no video input, for example, when the camera is faulty. Frames sent by the endpoint or gateway are abnormal, causing the decoding failure.

[Transmission network faults]: Video packets sent from the speaker to the MCU are lost. Alternatively, video packets sent from the MCU to the pickup party's endpoint are lost.

[Media processing device faults]: The MCU does not respond to I frame requests. The MCU software or hardware is faulty, for example, causing device restarting. The SBC loses I frames or I frame requests.

Processing Idea

The processing idea of no image or image freezing in a conference is as follows: Analyze the fault cause stage by stage from the pickup party's endpoint in the reverse direction of media processing based on the counter data collected in the SessionInsight until the fault cause is detected.

Diagnosis

Figure 1-29 No Image/Image Freezing
P1, No Image Can Be Viewed or Images Are Frozen in the Other Participants' Video Viewed by the Local Participant

[Determination rule]

No image can be viewed or images are frozen in the other participants' video viewed by the local participant. The receiving frame rate and decoding frame rate in the receiving direction of the local participant are used for determination. If there is no valid video packet input due to network, SBC, or MCU exceptions, the output decoding frame rate of the user is 0. If the decoding frame rate is 0 and the receiving frame rate is valid (1 to 30), you can determine that the decoding exception causes no image or image freezing.

[Example]

As shown in Figure 1 Counters indicating the number of video packets received by the endpoint on the network & the decoding frame rate, select Decoding, Network receiving and Decode Frame Rate(Decoding), Packets(Network receiving), Net Lost Packets(Network receiving) for Counter receiving settings to display statistics about the number of packets received by the recipient video module on the network and decoding frame rate. The decoding frame rate in the fault period decreases to 0 fps, indicating that the decoded image is frozen or no decoded image can be viewed. In this case, no image can be viewed or images are frozen in the other participants' video viewed by the local participant. You need to further determine the cause. For details, see P2, Packets Received by the Endpoint Are Lost to P9, The SBC Loses I Frames or I Frame Requests.

Figure 1-30 Counters indicating the number of video packets received by the endpoint on the network & the decoding frame rate
P2, Packets Received by the Endpoint Are Lost

[Determination rule]

No image can be viewed or images are frozen in the other participants' video viewed by the local participant. The receiving frame rate and decoding frame rate in the receiving direction of the local participant are used for determination. If the endpoint receives no video packet due to network, SBC, or MCU exceptions, the user receiving frame rate and decoding frame rate are 0. In the fault period, the number of packets received by the endpoint does not increase, indicating that no video packet is received.

[Example]

As shown in Figure 1-31, select Network sending, Coding and Packets(Network sending), Set Frame Rate(Coding), Encode Frames(Coding) for Counter sending settings to display statistics about the number of frames of video encoded by and number of packets sent by the MCU. The number of frames of video encoded by and number of packets sent by the MCU increase continuously, indicating that encoding and sending of the MCU are normal. As shown in Figure 1-32, select Decoding, Network receiving and Decode Frame Rate(Decoding), Packets(Network receiving), Net Lost Packets(Network receiving) for Counter receiving settings to display statistics about the number of network packets received by the recipient's video module and the decoding frame rate. In the fault period, the decoding frame rate decreases to 0 fps, indicating that the decoded image is frozen or no decoded image can be viewed. If the number of packets received on the network in the fault period does not increase, the pickup party receives no video packet. In this case, no image can be viewed or images are frozen in the other participants' video viewed by the local participant. Then, you can determine that there is no image or image freezing occurs because the endpoint receives no video packet.

Figure 1-31 Counters indicating the number of frames of video encoded by & number of packets sent by the MCU
Figure 1-32 Counters indicating the number of packets received by the endpoint on the network & the decoding frame rate

Possible causes for the recipient endpoint failure to receive video packets are as follows: All packets from the MCU to the SBC are lost; the SBC forwards no video packet; or all packets from the SBC to the endpoint are lost. You need to further determine the cause. For details, see P3, Packets from the MCU to the SBC Are Lost, P13, All Packets Forwarded by the SBC Are Lost, and P2, Packets Received by the Endpoint Are Lost.

P6, Packets Received by the Endpoint Are Abnormal

[Determination rule]

No image can be viewed or images are frozen in the other participants' video viewed by the local participant. The receiving frame rate and decoding frame rate in the receiving direction of the local participant are used for determination. When the packets received by the endpoint are abnormal, the decoding frame rate of the recipient is 0. In the fault period, the number of packets received by the endpoint increases properly but the number of decoding errors increases continuously.

[Example]

As shown in Figure 1-33, select Decoding, Network receiving and Decode Frame Rate(Decoding), Receive Frame Rate(Decoding), Net Lost Packets(Network receiving) for Counter receiving settings to display statistics about the receiving frame rate and decoding frame rate of the recipient's video module. In the fault period, the decoding frame rate decreases to 0 fps, indicating that the decoded image is frozen or no decoded image can be viewed. In the fault period, the receiving frame rate is normal and the network packet loss rate is 0, indicating that no packet is lost. In this case, no image can be viewed or images are frozen in the other participants' video viewed by the local participant. Then, you can determine that there is no image or image freezing occurs because the packets received by the endpoint are abnormal. In this case, the number of received network packets increases properly and the number of decoding errors increases continuously.

Figure 1-33 Counters indicating the video decoding frame rate & receiving frame rate of the endpoint
P7, The MCU Does Not Respond to the I Frame Requests

[Determination rule]

No image can be viewed or images are frozen in the other participants' video viewed by the local participant. The receiving frame rate and decoding frame rate in the receiving direction of the local participant are used for determination. When the MCU does not respond to I frame requests, the decoding frame rate of the recipient is 0. In the fault period, the number of packets received by the endpoint increases properly. The endpoint continuously sends I frame requests due to packet loss, but the number of I frames of video encoded and sent by the MCU does not increase, indicating that the MCU does not respond to the requests.

[Example]

As shown in Figure 1-34, select Decoding and Req I Frames(Decoding) for Counter receiving settings to display statistics about the number of I frame requests from the video decoding module of the recipient. In the fault period, the number of I frame requests increases continuously. As shown in Figure 1-35, the number of I frames of video encoded by the MCU (I Frames(Coding)) does not increase continuously. In this case, no image can be viewed or images are frozen in the other participants' video viewed by the local participant. Then, you can determine that there is no image or image freezing occurs because the MCU does not respond to I frame requests. In this case, the number of I frame requests received by the MCU (I Frame Reqs(Coding)) increases continuously.

Figure 1-34 Counter indicating the number of I frame requests from the video decoding module of the endpoint
Figure 1-35 Counters indicating the number of I frames of video encoded by the MCU & the number of received I frame requests
P8, The MCU Software or Hardware Is Faulty

[Determination rule]

No image can be viewed or images are frozen in the other participants' video viewed by the local participant. The number of received packets, receiving frame rate, and decoding frame rate in the receiving direction of the local participant are used for determination. When the MCU software or hardware is faulty, multiple pickup parties in a conference receive no video packet and the receiving frame rate and decoding frame rate are 0.

[Example]

As shown in Figure 1-36, select Decoding, Network receiving and Decode Frame Rate(Decoding), Packets(Network receiving), Net Lost Packets(Network receiving) for Counter receiving settings to display statistics about the number of received packets and packet loss rate (number of lost packets) of the video modules of multiple pickup parties. In the fault period, the number of received packets of each pickup party does not increase since a time point, indicating that the MCU sends no video packet to each pickup party. In this case, no image can be viewed or images are frozen in the other participants' video viewed by the local participant. Then, you can determine that there is no image or image freezing occurs because the MCU software or hardware is faulty. In this case, you can further check whether the MCU sends video packets properly.

Figure 1-36 Counters indicating the number of video packets received by & number of lost video packets of the endpoint
P9, The SBC Loses I Frames or I Frame Requests

[Determination rule]

No image can be viewed or images are frozen in the other participants' video viewed by the local participant. The receiving frame rate and decoding frame rate in the receiving direction of the local participant are used for determination. When the SBC loses I frames or I frame requests, the number of I frames of video decoded by the recipient does not change. In the fault period, the number of packets received by the endpoint increases properly. The recipient continuously sends I frame requests but the number of I frames in the received video code streams does not increase, causing the decoding failure.

[Example]

As shown in Figure 1-37, select Decoding and I Frames(Decoding), Req I Frames(Decoding) for Counter receiving settings to display statistics about the number of I frames of video decoded by the endpoint and number of I frame requests. If the endpoint continuously sends requests for I frames but the number of decoded I frames does not change, the intermediate NE loses I frame requests.

Figure 1-37 Counters indicating the number of I frames of video decoded by the endpoint & the number of sent I frame requests
P10, No Image Can Be Viewed or Images Are Frozen in the Local Participant's Video Viewed by Other Participants

[Determination rule]

No image can be viewed or images are frozen in the local participant's video viewed by other participants. The receiving frame rate and decoding frame rate of the local participant in the MCU are used for determination. If the MCU receives no valid video packet because the network or the endpoint's camera is abnormal, the decoding frame rate of the local participant in the MCU is 0. If the decoding frame rate is 0 and the receiving frame rate is valid (1 to 30), you can determine that the decoding exception causes no image or image freezing. You need to further determine the cause for no image or image freezing. For details, see P11, Packets Received by the MCU Are Lost to P18, The MCU Does not Enable Check for No Code Stream.

P11, Packets Received by the MCU Are Lost

[Determination rule]

No image can be viewed or images are frozen in the local participant's video viewed by other participants. The receiving frame rate and decoding frame rate of the local participant in the MCU are used for determination. If the MCU receives no video packet, the user receiving frame rate and decoding frame rate are 0. In the fault period, the number of packets received by the MCU does not increase, indicating that no video packet is received.

[Example]

As shown in Figure 1-38, select Coding, Network sending and Send Frames(Coding) for Counter sending settings to display statistics about the number of video frames and packets sent by the endpoint. Then, you can detect that encoding and sending of the endpoint are normal. As shown in Figure 1-39, select Network receiving, Decoding and Packets(Network receiving), Net Lost Packets(Network receiving), Decode Frame Rate(Decoding) for Counter receiving settings to display statistics about the number of received network packets and decoding frame rate of the video module of the local participant in the MCU. In the fault period, the decoding frame rate decreases to 0 fps, indicating that the decoded image is frozen or no decoded image can be viewed. If the number of received network packets does not increase in the fault period, the MCU receives no video packet. In this case, no image can be viewed or images are frozen in the local participant's video viewed by other participants. Then, you can determine that there is no image or image freezing occurs because the MCU receives no video packet.

Figure 1-38 Counter indicating the number of video frames sent by the endpoint
Figure 1-39 Counters indicating the number of video packets received by the MCU & the decoding frame rate

Possible causes for the MCU failure to receive video packets are as follows: All packets from the endpoint to the SBC are lost; the SBC forwards no video packet; or all packets from the SBC to the MCU are lost. You need to further determine the cause. For details, see P8, Packets from the Endpoint to the SBC Are Lost, P13, All Packets Forwarded by the SBC Are Lost, and P7, Packets Received by the MCU Are Lost.

P13, All Packets Forwarded by the SBC Are Lost

[Determination rule]

No image can be viewed or images are frozen in the local participant's video viewed by other participants. The receiving frame rate and decoding frame rate of the local participant in the MCU are used for determination. If the MCU receives no video packet, the user receiving frame rate and decoding frame rate are 0. In the fault period, the number of packets received by the MCU does not increase, indicating that no video packet is received. In this case, the video source end sends packets properly.

[Example]

As shown in Figure 1-40, select Coding, Network sending and Send Frames(Coding) for Counter sending settings to display statistics about the number of frames sent by the encoding module of the endpoint. Then, you can detect that the number of sent frames increases continuously, indicating that the frames are sent properly. As shown in Figure 1-41, select Network receiving, Decoding and Packets(Network receiving), Net Lost Packets(Network receiving), Decode Frame Rate(Decoding) for Counter receiving settings to display statistics about the number of received network packets and decoding frame rate of the recipient of the local participant in the MCU. In the fault period, the decoding frame rate decreases to 0 fps, indicating that the decoded image is frozen or no decoded image can be viewed. If the number of received network packets does not increase in the fault period, the MCU receives no video packet. In this case, no image can be viewed or images are frozen in the local participant's video viewed by other participants. Then, you can determine that there is no image or image freezing occurs because all packets forwarded by the SBC are lost.

Figure 1-40 Counter indicating the number of video frames sent by the endpoint
Figure 1-41 Counters indicating the number of video packets received by the MCU & the decoding frame rate
P15, Packets Received by the MCU Are Abnormal

[Determination rule]

No image can be viewed or images are frozen in the local participant's video viewed by other participants. The receiving frame rate and decoding frame rate of the local participant in the MCU are used for determination. If packets received by the MCU are abnormal, the decoding frame rate of the MCU corresponding to the participant is 0. In the fault period, the number of packets received by the endpoint increases properly but the number of decoding errors increases continuously.

[Example]

As shown in Figure 1-42, select Network receiving, Decoding and Packets(Network receiving), Net Lost Packets(Network receiving), Decode Frame Rate(Decoding) for Counter receiving settings to display statistics about the receiving frame rate and decoding frame rate of the recipient's video module of the MCU. In the fault period, the decoding frame rate decreases to 0 fps, indicating that the decoded image is frozen or no decoded image can be viewed. In the fault period, the receiving frame rate is normal and the network packet loss rate is 0, indicating that no packet is lost. In this case, no image can be viewed or images are frozen in the local participant's video viewed by other participants. Then, you can determine that there is no image or image freezing occurs because packets received by the MCU are abnormal. In this case, the number of received network packets increases properly and the number of decoding errors increases continuously.

Figure 1-42 Counters indicating the number of video packets received by the MCU & the decoding frame rate
P16, The Camera of the Endpoint Is Faulty

[Determination rule]

No image can be viewed or images are frozen in the local participant's video viewed by other participants. The collection frame rate and encoding frame rate of the local participant's endpoint and the number of encoded bytes are used for determination. When the camera of the endpoint is faulty, the number of encoded bytes decreases obviously and the collection frame rate and encoding frame rate are normal.

[Example]

As shown in Figure 1-43, select Collection, Coding and Set Frame Rate(Collection), Output Frames(Collection), Bytes(Coding) for Counter sending settings to display statistics about the number of frames collected by the sender's video module (Output Frames(Collection)) and number of encoded bytes (Bytes(Coding)). In the fault period, increase of the number of encoded bytes slows down greatly and the collection frame rate and the number of collected frames changes slightly, the image complexity decreases (that is, black screen or no image occurs). In this case, if no image can be viewed or images are frozen in the local participant's video viewed by other participants, you can determine that the camera of the endpoint is faulty.

Figure 1-43 Counters indicating the number of video frames collected by the endpoint & number of encoded bytes
P17, The SBC Loses I Frames or I Frame Requests

[Determination rule]

No image can be viewed or images are frozen in the local participant's video viewed by other participants. The receiving frame rate and decoding frame rate in the receiving direction of the local participant are used for determination. When the SBC loses I frames or I frame requests, the number of I frames of video decoded in the receiving direction of the MCU does not change. In the fault period, the number of packets received by the MCU increases properly. The MCU continuously sends I frame requests but the number of I frames in the received video code streams does not increase, causing the decoding failure.

[Example]

As shown in Figure 1-44, select Decoding and I Frames(Decoding), Req I Frames(Decoding) for Counter receiving settings to display statistics about the number of I frames of video decoded by the MCU and number of I frame requests. If the MCU continuously sends requests for I frames but the number of decoded I frames does not change, the intermediate NE loses I frame requests.

Figure 1-44 Counters indicating the number of I frames of video decoded by the MCU & the number of sent I frame requests
P18, The MCU Does not Enable Check for No Code Stream

[Determination rule]

No image can be viewed or images are frozen in the local participant's video viewed by other participants. The receiving frame rate and decoding frame rate of the local participant in the MCU are used for determination. If the MCU does not enable check for no code stream and the MCU does not hang up the participant after the endpoint leaves the conference, the image of the local participant's video viewed by other participants is frozen.

[Example]

As shown in Figure 1-45, select Network receiving, Decoding and Packets(Network receiving), Net Lost Packets(Network receiving), Decode Frame Rate(Decoding), Receive Frame Rate(Decoding) for Counter receiving settings to display statistics about the number of received network packets and decoding frame rate of the video module of the local participant in the MCU. In the fault period, the receiving and decoding frame rates decrease to 0 fps, indicating that the decoded image is frozen or no decoded image can be viewed. If the number of received network packets does not increase in the fault period, the MCU receives no video packet. In this case, if no image can be viewed or images are frozen in the local participant's video viewed by other participants, you can determine that the MCU does not enable check for no code stream and that there is no image or image freezing occurs because the MCU does not hang up the participant after the endpoint leaves the conference.

Figure 1-45 Counters indicating the number of video packets received by the MCU & the decoding frame rate
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Updated: 2019-08-07

Document ID: EDOC1100059098

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