Support > iCam Support

Troubleshooting 101 - iCam & iCamSource Error Messages

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Stefan:
UPDATE - We have a new Troubleshooting page that should help explain the possible causes and solutions for many of the more common connection issues: http://skjm.com/icam/help/troubleshooting.php


No Sources Found

There are two potential causes for this error:

1) The login and password on the iCamSource and iCam do not match. (Please note that they are both case sensitive.)
2) The iCamSource on your computer is unable to communicate with the iCam Broker Server.

If you are running Mac OS X and your firewall in System Preferences > Security > Firewall is enabled, make sure that the iCamSource is one of the applications allowed to accept incoming connections.

If you have made sure that your Mac or Windows computer's firewall software is "allowing" the iCamSource to communicate with the Internet, then the next step is to go to http://whatismyipaddress.com/ from your computer and e-mail support@skjm.com what it says your computer's external IP address is so that we can further troubleshoot the problem.

Broker Connection Error

This error message usually indicates that iCam on your iPhone or iPod touch cannot communicate with the iCam Broker Server. This is most likely due to a poor Internet connection (due to a weak cellular signal) or your network not allowing outgoing UDP communication. We can confirm the issue if you go to http://whatismyipaddress.com/ from your iPhone or iPod touch and e-mail support@skjm.com what it says your device's external IP address is.

You can also try connecting via both 3G/EDGE and WiFi, if available, to see if you achieve a different result.

Source Connection Error

This error message indicates that both iCam and the iCamSource are able to connect to the iCam Broker Server, but they are unable to connect to each another.

Please refer to this support forum post for further Source Connection Error troubleshooting information: http://skjm.com/forum/index.php?topic=403.0

Error Code 14 - Render Stream Failed

This error means that the iCamSource is having problems communicating with your webcam.

First make sure that there are no other applications attempting to use the webcam at the same time as the iCamSource. Make sure that your webcam is plugged directly into your computer, and not into a USB hub. If it is already plugged directly into your computer, try plugging it in to a different USB port.

Next, try rebooting your computer. If you are still having issues, make sure you have the latest drivers installed for your webcam.

If none of those things help, you can try installing these two operating system prerequestites required by the iCamSource:

Visual C++ Redistributable Package: http://skjm.com/icam/vcredist_x86.exe
.NET Framework: http://www.microsoft.com/downloads/details.aspx?FamilyId=333325FD-AE52-4E35-B531-508D977D32A6&displaylang=en

gmacnic:
I am getting error code 11.  For some reason I had auto start checked, I had a issue with my webcam and the app closed now when I try to start up again all I get is the error code 11. you camera drivers mayb need to be updated.  They are all updated and the cam works fine.  I have removed the carmera and reinstalled, removed icamsource and reinstalled, rebooted the computer and even tried pounding on it ( just kidding) and nothing is working.  Even when I totally removed the my webcam the isource is not opening and giving me this error.  Any ideas?

Stefan:
There appears to be an issue with the Windows iCamSource when AutoStart is enabled and it encounters an error. We will fix that in the next release, but in the meantime, you can try the method outlined here to turn off AutoStart: http://skjm.com/forum/index.php?topic=179.msg649#msg649

If you try choosing "No Audio" and clicking Start do you still receive the error?

shelma1:
What's the phone # to call for support? I've been emailing back and forth for two days now, still can't use the application, and support staff have stopped responding.

Stefan:
Unfortunately we are a small company and as such are only able to offer e-mail support at this time.

I have reviewed your e-mail support correspondence and it appears that Jay has responded to your every one of your 4 e-mails within 2-4 hours of you sending it. Are you not receiving his replies?

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