Troubleshooting XProtect Mobile

In order to connect to your recordings, the XProtect Mobile server must be installed on the server that runs your XProtect system or, alternatively, on a dedicated server. The relevant XProtect Mobile settings are also needed in your XProtect video management setup. These are installed as plug-ins or as part of a product installation or upgrade. For details on how to get the XProtect Mobile server and how to integrate the XProtect Mobile client-related settings in your XProtect system, see the configuration section (see Mobile server settings).

The server address field must contain a valid host name when applied in the iOS device. Valid host names can contain the ASCII letters 'a' through 'z' (case-insensitive), the digits '0' through '9', dot and the hyphen ('-').

If your firewall was turned off while you installed the XProtect Mobile server, you must manually enable TCP and UDP communications.

The warning appears because the server address information in the certificate is incorrect. The connection will still be encrypted.
The self-signed certificate in the XProtect Mobile server needs to be replaced with your own certificate matching the server address used to connect to the XProtect Mobile server. These certificates are obtained through official certificate signing authorities such as Verisign. Consult the chosen signing authority for more details.
XProtect Mobile server does not use Microsoft IIS. This means that instructions provided for generating certificate signing request (CSR) files by the signing authority using the IIS are not applicable for the XProtect Mobile server. You must manually create a CSR file using command line certificate tools or other similar third-party application. This process should be performed by system administrators and advanced users only.

I have not changed the address of the mobile server but the XProtect Mobile client users can no longer connect to it. Why?

The XProtect Mobile clients connect to the mobile server using a unique service ID. Even if the host name and IP address of the mobile server computer remain the same, the service ID might not match with the one stored on the clients, for example, when:

• You have reset your computer and reinstalled the mobile server.

• You have moved the mobile server to another computer but kept its original configuration.

To reestablish the connection, you can:

• Update the service ID on the new mobile server, so that it matches the service ID from the previous configuration. See https://developer.milestonesys.com/s/article/unable-to-establish-connection-to-XProtect-Mobile-Server-using-Android-iOS-client.

• Ask the XProtect Mobile client users to reconnect to the mobile server.

The XProtect Mobile server automatically adjusts image quality according to the available bandwidth between the server and client. If you experience lower image quality than in the XProtect® Smart Client, you might have too little bandwidth to get full-resolution images through the XProtect Mobile client. The reason for this can either be too little upstream bandwidth from the server or too little downstream bandwidth on the client. For more information, see the user manual for XProtect Smart Client.

If you are in an area with mixed wireless bandwidth, you may notice that the image quality improves when you enter an area with better bandwidth.

Check your home internet bandwidth. Many private internet connections have different download and upload bandwidths, often described as, for example, 20 Mbit/2 Mbit. This is because home users rarely need to upload large amounts of data to the internet but consume a lot of data instead. The XProtect video management system needs to send video to the XProtect Mobile client and is limited by your connection’s upload speed. If the low image quality is consistent on multiple locations where the download speed of the XProtect Mobile client’s network is good, the problem might be solved by upgrading the upload speed of your home internet connection.

Only newer processors from Intel support hardware-accelerated decoding. Check the Intel website (https://ark.intel.com/content/www/us/en/ark/search/featurefilter.html?productType=873&0_QuickSyncVideo=True) if your processor is supported.

In the menu, make sure Technologies > Intel Quick Sync Video is set to Yes.

If your processor is supported, hardware-accelerated decoding is enabled by default. You can see the current status in Show status in the Mobile Server Manager (see Show status).

All the operating systems that XProtect supports also support hardware acceleration.

Make sure you install the newest graphic drivers on your system. These drivers are not available from Windows Update.

• If the processor on the mobile server supports hardware accelerated decoding, it is by default enabled. To turn hardware-accelerated decoding off, do the following:

1. Locate the file VideoOS.MobileServer.Service.exe.config. The path is typically: C:\Program Files\Milestone\XProtect Mobile Server\VideoOS.MobileServer.Service.exe.config.
2. Open the file in Notepad or a similar text editor. If necessary, associate the file type .config with Notepad.
3. Locate the field <add key="HardwareDecodingMode" value="Auto" />.
4. Replace the value "Auto" with "Off".
5. Save and close the file.

If you have updated your license or renewed your Milestone Care subscription, you need to restart the Mobile Server service.