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Troubleshooting

iCam Pro Troubleshooting

Problem : You are receiving the "No LAN Sources Found" error message
Solution : There are two potential causes for the No LAN Sources Found error:
When you click the Start button on the iCamSource Pro, you should see your webcam's preview video in the iCamSource Pro Preferences window. If not, then there is an issue with your iCamSource Pro setup (see iCamSource Pro Troubleshooting below).

If you are able to connect when you are at home but you receive the No LAN Sources Found message when you are away, you will need to purchase the iCam Pro Service to connect from outside of your local WiFi network.



Problem : You are receiving the "No Sources Found" error message
Solution : There are two potential causes for the No Sources Found error:
When you click the Start button on the iCamSource Pro, you should see your webcam's preview video in the iCamSource Pro Preferences window. If not, then there is an issue with your iCamSource Pro setup (see iCamSource Pro Troubleshooting below).

After clicking the Start button you should also see the words "Connecting ..." or "Connected to Server" in the title of the iCamSource Pro Preferences window. If you see "Connecting ..." then the iCamSource Pro is unable to communicate with the iCam Pro Broker Server, and is either being blocked by firewall or security software on your computer or your network. If you see "Connected to Server" then the iCamSource Pro is able to communicate with the iCam Pro Broker Server, and most likely the iCam Pro Login and Password combination entered into iCam Pro does not match the one entered into the iCamSource Pro.

If you are able to connect when you are at home but you receive the No Sources Found message when you are away, make sure that you have purchased iCam Pro Service, and that your computer isn't configured to go into Sleep or Hibernate mode after a period of inactivity. If your computer is asleep, the iCamSource Pro will not be actively running, and you will not be able to connect.



Problem: Unable to connect when iCam Pro is connected to the same local WiFi network as the iCamSource Pro
Solution: If you are seeing the "Broker Connection Error" in iCam Pro and your iCamSource Pro has the words "Connecting ..." in the title bar after clicking the Start button then your local network is most likely blocking outgoing UDP communication to the Internet.

If you are seeing the "Source Connection Error" in iCam Pro then there is either some firewall or security software running on your computer that is blocking the incoming connection from iCam Pro to the iCamSource Pro or you have multiple routers on your network that are each creating their own separate sub-networks that are unable to communicate with one another. If you have multiple routers on your network make sure that your iPhone, iPod touch, iPad or Android device running iCam Pro and the computer running the iCamSource Pro are connected to the same one.

If you are seeing the "Source Connection Error" in iCam Pro, one solution may be to enable Proxy Support in iCam Pro's Proxy Options screen.



Problem: Unable to connect when iCam Pro is NOT connected to the same local WiFi network as the iCamSource Pro
Solution: If you are seeing the "Source Connection Error" or "Broker Connection Error" when your iPhone, iPod touch, iPad or Android device is connecting via EDGE/3G/4G/LTE or a different WiFi network than the computer running the iCamSource Pro then the issue is most likely that both the iCam Pro and iCamSource Pro networks are using a complex form of port translation, resulting in one of the few cases where iCam Pro does not "just work" out of the box.

If you are seeing the "Source Connection Error" or "Broker Connection Error" in iCam Pro, one solution may be to enable Proxy Support in iCam Pro's Proxy Options screen.

An alternative solution to Proxy Support is to configure the iCamSource Pro network's router so that it will be able to accept the iCam Pro connections.

If your router supports UPnP or NAT-PMP (and the option is enabled) you can try checking the Auto-Config Router checkbox in the iCamSource Pro to automatically configure your router. When you click the Start button, a status message should appear next to the Auto-Config Router checkbox. If the status message contains: If your router does NOT support UPnP or NAT-PMP (or the above Auto-Config Router checkbox solution did not work) then the next step is to un-check the Auto-Config Router checkbox and proceed to forward UDP ports 13000-13100 in your router to the computer running the iCamSource Pro. The step-by-step port forwarding instructions can be found in this Support Forum Post.

Stateful Packet Inspection (SPI) Firewalls

If you have checked the Auto-Config Router checkbox and received a Success status message or have manually forwarded a range of ports in your router to the computer running the iCamSource Pro but are still unable to connect from outside of your local network then your router may have a Stateful Packet Inspection (SPI) Firewall enabled that is blocking iCam Pro.

From Wikipedia : In computing, a stateful firewall (any firewall that performs stateful packet inspection (SPI) or stateful inspection) is a firewall that keeps track of the state of network connections (such as TCP streams, UDP communication) traveling across it. The firewall is programmed to distinguish legitimate packets for different types of connections. Only packets matching a known active connection will be allowed by the firewall; others will be rejected.

If your router's firewall is not programmed to recognize iCam Pro as a legitimate connection type then it may be blocking it. Try disabling your router's firewall to see if iCam Pro is then able to connect from outside of your local network.



iCamSource Pro Troubleshooting

Problem : Unable to find the iCamSource Pro Preferences window or access or quit the application once it is running.
Solution : The iCamSource Pro runs with an icon in the menu bar (macOS) or system tray (Windows) near the clock. If you click on the iCamSource Pro icon, you should be able to then show the iCamSource Pro Preferences window as well as quit the application.

macOSWindows



Problem : Video preview is not appearing in the iCamSource Pro Preferences window when clicking the Start button.
Solution : If you are using a USB / FireWire / Built-In webcam: If you are using an Ethernet / Wi-Fi camera:

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