Common PTZOptics Joystick Error Messages

Joystick error messages appear on the controller's LCD screen. Use this guide to troubleshoot common network, camera-control, and video-decoding errors on the PT-JOY-G4 and SuperJoy (PT-SUPERJOY-G1).

For messages shown in a camera's live video feed, see Common PTZOptics Camera Error Messages.

Configuration Failed / Setup Failed

The joystick cannot connect to the network with its current network configuration. The PT-JOY-G4 displays Setup Failed, while the SuperJoy displays Configuration Failed.

This commonly happens when the joystick is set to DHCP but cannot reach a DHCP server. If the joystick uses a static IP address, a faulty Ethernet cable is a likely cause.

Check the network connection

1. Check the Ethernet connection between the joystick and the network. Try a known-good cable.
2. If the joystick uses DHCP, confirm that the router or DHCP server is online and available.
3. Restart the joystick after the network is ready.

After a power outage

The router may take longer to start than the joystick. If the joystick starts before the router's DHCP server is ready, it may not receive an IP address. Wait until the router is online, then restart the joystick.

Watch the Configuration Failed troubleshooting video or see the SuperJoy Configuration Failed guide.

Describe Error

This message appears after rtsp: on the LCD screen. It typically indicates an issue with the camera's IP address, such as an incorrect camera address saved in the joystick or an IP conflict.

Check the IP addresses

1. Confirm that the camera IP address saved in the joystick matches the camera's current address.
2. Run an IP scan to check for address conflicts.
3. If necessary, change the camera's IP address and update the saved address in the joystick.
4. If the issue continues, try changing the joystick's IP address.

Recv Tomeout

This message indicates that the SuperJoy's video decoder cannot keep up with the camera's video stream. Incompatible bit rates or stream settings can cause the issue.

Adjust the video template

For a PTZOptics camera:

1. Sign in to the camera's web interface.
2. Open the Video or AudioVideo tab, depending on the camera model.
3. Set Video Template to High.
4. Apply the change and reboot the camera.
5. If the issue continues, change the template to Medium, apply the change, and reboot again.

These templates provide stream settings suited to the SuperJoy's HDMI decoder.

401

This is an authentication error for the camera's RTSP video feed.

Update RTSP authentication settings

1. Sign in to the camera's web interface.
2. Open Video config, then Streaming Settings. On older cameras, the setting may be under Network instead.
3. Turn off RTSP authentication.
4. Apply the change and reboot the camera.
5. On the SuperJoy, press the camera's CAM button again to reconnect.

Invalid Resolution

The SuperJoy's HDMI decoder cannot decode the camera stream's selected resolution. The decoder supports up to 1080p, so it cannot display a 4K stream. This commonly occurs with MOVE 4K cameras, which ship with their main IP stream set to 4K.

Option 1: Use stream 2 for HDMI output

This is the recommended option because it preserves stream 1's 4K resolution for program video.

1. Enter the SuperJoy's IP address in a browser and sign in to its web interface.
2. Find the entry for the affected camera and click Modify on the far right.
3. Select HDMI Output.
4. In the RTSP URL field, change the /1 at the end of the URL to /2.
5. Save the change and select the camera again on the joystick.

Option 2: Lower stream 1 to 1080p

Use this option if you want the SuperJoy to continue displaying stream 1. It also lowers the resolution of the main IP feed from 4K to 1080p.

1. Sign in to the camera's web interface.
2. Open Video config, then Audio & Video.
3. Set Video Template to High and confirm that stream 1 is set to 1080p or lower.
4. Apply the change and reboot the camera.
5. Once the camera has restarted, press its camera button on the joystick to reconnect.
6. If live video does not appear, press the joystick's HDMI Output button.

Control Failure

This message appears only on the PT-JOY-G4. It occurs when you select a CAM1–CAM6 button and the joystick cannot connect to the camera.

Common causes include a changed camera IP address, an inaccessible camera, or an attempt to control the camera while it is rebooting.

Restore the camera connection

1. If the camera is restarting, wait for it to finish, then select its CAM button again.
2. Confirm that the camera is reachable on the network.
3. Check that the camera IP address saved in the joystick matches the camera's current address.

Not support

The selected function is not supported by the connected camera or the current control method. For example, some image or exposure controls may be unavailable when using NDI for control.

Check the control method

Confirm that the camera supports the function you are trying to use. For the best results with PTZOptics joysticks, use VISCA over IP with a supported protocol: Sony UDP, standard TCP, or standard UDP.

Please reconnect the Device

A change made in the joystick's web interface requires reconnecting to the camera before the new settings take effect.

Reconnect to apply changes

Select a different camera on the joystick, then select the camera you want to control again.