Troubleshooting: Video tester

The video tester tests your video equipment to diagnose any resolution, frame rate, and camera connection.

Step by step

1. Open the video tester.
2. Select your:
   • Camera input
   • Resolution
   • Frame rate
3. Click Start Video Test.
   • Allow permissions for the website to access your camera.
4. Pay attention to the bottom of the screen for any settings errors.
   
5. After about 30 seconds, click Stop Video Test.
6. Click Download Recording.
   The downloadable recording is a zip file which includes the video recording among additional diagnostic information.

Understanding the results

Watch your recording file after you finish the test. This is what your high-quality video tracks will look like.

The video tester provides you with real-time feedback on your camera's performance via the recording summary and colored bars.

Explore the dropdowns below for troubleshooting suggestions if you encounter negative feedback.

• Resolution

  • Choose a resolution in the test that your camera can support.
  • Turn off any software in your camera that may be controlling the camera's settings.
  • Exit any other tabs or app that your camera may be actively connected to.
  • Disconnect and re-connect your camera.
  • For more information on troubleshooting for resolution, see the following Help Center articles:
    • Change default resolution in the studio
    • Studio settings: Recording
    • Guide: Recording in 4K

• Frame rate

  • Choose a frame rate that your camera can support.
  • Turn off any software in your camera that may be controlling the camera's settings.
  • Exit any other tabs or app that your camera may be actively connected to.
  • Disconnect and re-connect your camera.
  • If your report includes a frame rate drop, this may be a physical connection issue or connectivity issue. Perform a connectivity test for further troubleshooting.
  • For more information on troubleshooting for resolution, see the following Help Center articles:
    • My video frame rate is lagging 
    • About Riverside frame rates
    • Change video frame rate in the studio

• Camera connection

  • If your camera didn't stay connected during the test, this may be a physical connection issue or connectivity issue. Follow the steps in I don’t see my camera in the menu of the lobby or studio to make sure your camera is connected properly.

If none of the above troubleshooting resolved the issue, share the zip file with Support for further feedback on camera-related issues