Laptop and OBS cannot find PTZ Optics camera

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Hemzy

New Member
Since May 2021 our church has been running a PTZ Optics (PT20X-USB-WH-G2) camera into a laptop through OBS to stream our services. The laptop and camera are hard wired into the church network and everything has been great until last weekend when OBS could not receive a picture from the camera. In fact the laptop can no longer see the camera when it is plugged in. I have carried out as many tests as I can think of to verify the laptop USB ports are functioning correctly by plugging in other devices which are picked up straight away. When looking in OBS at video sources, the PTZ optics option has disappeared.
The camera will not respond to the PTZ control app on the laptop but it will respond to the one on my mobile phone which connects through the church network wirelessly.
The camera also responds to the remote control device which came with it.
Other than updating our internet security suite to Bitdefender, nothing has changed on our system and I've been through Bitdefender to see if I could find anything which could account for this. Our laptop has Win 11 but has been running happily on this for months and I tried plugging the camera into another laptop with Win 10 and that couldn't see it either.
The only thing left to physically check is the USB cable but as it's run inside a protective conduit, I doubt it's faulty although I have obtained another to test the physical connection.
All device drivers are up to date and I can find no system error messages.
I'm no technical wizard but can follow instructions when given to me. The PTZ Optics people gave me a few tests to carry out but nothing changed and their final suggestion was to send the camera to be inspected in case of an internal fault.
If anyone out there has encountered a similar problem and has a potential solution, I'd be interested to hear it.
Apologies in advance if there is a thread already dealing with this but I haven't found it yet.
 
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Lawrence_SoCal

Active Member
I'd start with PTZOptics testing, and if they say send it in??
though I'd presume using an alternate USB cable would be a first step. How long is the current cable? I'd presume they suggested testing with a standard length (6ft or less) quality (not lowest Amazon/similar cost) USB cable?
And you mentioned remote control over the network, which means the camera is connected by Ethernet as well as USB, right? If so, you should be able to connect the camera's web page and see an image, etc. Also, the camera has other output options beyond USB. Ideally, I'd suggest NDI, but your mentioned USB version, so NDI probably not included/licensed. Have you checked the HDMI output of the camera?
 
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Hemzy

New Member
Lawrence, thank you for replying to my question.
First off, I have sourced and tested another USB cable but to no avail.; at least it has eliminated another possibility. Incidentally the USB cable is about 2m long so just a little over 6 ft; the original cable is the same length and was working fine for over a year before this problem occured.
I am going to try connecting the camera directly to a monitor or laptop using a HDMI cable to see if I get an image.
If that fails I am going to take the advice of the PTZ support centre and send the camera off to be tested and if necessary, have it repaired.
If it turns out that the camera is working correctly the only solution left to me will be to uninstall the software and try again from scratch.
If that doesn't work then the church will have to bite the bullet and get in a pro to come and sort it out.
I'm grateful to you for your advice and I appreciate you taking the time to offer your expertise.
Thanks,
Mark
 
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Lawrence_SoCal

Active Member
When you say uninstall the software, be thoughtful and delilberate... you mention camera control not working from the PC... So, OBS highly unlikely to be the issue, but rather the PTZ camera software, the connection (which could include the physical interface on your PC.. as in try a different port) or the camera
Yes, absolutely test with HDMI out of camera direct to a monitor.
But you mentioned app control via WiFi, which means an Ethernet connection into the camera (as I'm not aware of that camera having built-in WiFi)... so don't skip checking/testing the camera image via the network. Was that already done?

My go-to recommendation is to get all audio and video sources working OUTSIDE of OBS (OBS not started/running) first, and only once solid and stable at OS level, to start OBS and configure there
 
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Hemzy

New Member
Lawrence, thanks for you reply and apologies for my late follow up.
Following the instructions sent to me by PTZ Optics I returned the camera unit to the USA (I live in the UK). A few days ago I received a replacement (not the same serial number) . I installed the camera, downloaded the tool to set up a static IP address, opened OBS and there it was, a perfect picture. The camera responded to all the onscreen controls and presets so it would seem that PTZ Optics were correct in their diagnosis that the fault was actually with the original camera. I have to give credit to PTZ Optic's support team but also acknowledge the help and support offered by you as well; following through your tests helped to confirm in my own mind that the fault was a physical one rather than a case of some setting being altered. Thanks for your time and expertise, it was very much appreciated.
 
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