Troubleshooting | Streaming Delay (Lag)

Streaming Time Delay (Lag)

Under "normal" conditions, the camera may wait a few seconds (2-3s) for movement to stop and the actual image processing should only take a few more seconds (1-2s), so a 2-3 second delay is normal, if you are seeing more than that on a regular basis, there may be an issue.

Network Latency

When you are in a Kaptivo session, the Kaptivo image processing software waits for obstacles (like hands or pens) to move out of the way, then sends the images to kaptivo.live over the Internet, and to your browser over the Internet, all of which can delay the image being shown on your device.

If you have a Kaptivo Enterprise unit, you can eliminate the Internet portions of the transmission by testing the Kaptivo in Local Self-Hosted Mode, and connecting to it from your Local Area Network (LAN).

Delay caused by movement

If you continue experiencing long delays in the image being rendered, it is important to understand that the image cannot be rendered and streamed until two things happen
(a) the person moves out of the way so the kaptivo can ‘see’ what was drawn,
(b) there is no movement visible to the kaptivo in the region where drawing is happening.

That might seem obvious, but consider carefully a few things that might be a problem for some users;

1. users may stand very close to the board while drawing, and may even wait ‘up close’, not realizing they are ‘blocking the view of the camera’.
2. users may point to someting they just drew or wave or walk around in the cameras view, making the camera ‘wait till things stop moving’ - the camera waits in case something new is being drawn.
3. a mobile board, or very thin board may “wobble”, this may also the case when the suction mount is used - if the camera is wobbling or the board is moving at all, that is also movement that will need to stop before the pen marks can be rendered.

 Open a Helpdesk ticket

If you have tried self-hosted mode to minimize network latency, and minimized the movement of people/board/camera and you are still experiencing delays longer than 5s, you should open a support ticket and include the diagnostics file that can be obtained by pressing/holding the [Shift] key on your keyboard while clicking the "Share" button in a Kaptivo Session.

It would also be helpful to include a HAR file (HAR, short for HTTP Archive, is a format used for tracking information between a web browser and a website).   To help you creating the HAR file, here are twogreat articles, one from Zendesk and one from Atlassian that walk you through how-to create the file. For security reasons the process of creating the HAR file cannot be automated.