Start a new topic

The remote host closed the connection

I'm using the Windows PTZ app for pan/zoom actions and presets. In a 1 hour event we usually get several occurrences of the "remote host closed the connection" popup error and have to reconnect to the camera to get it to work again. Similar disconnect symptoms with the IOS app. This is a PT20X-SDI-GY-G2 purchased a few weeks ago. Please advise. Thanks.

7 people have this question

Hello Everyone,

I just wanted to post an update on this issue.

As it has already been pointed out, this bug is still present in the newest v1.4 release of the control app.

This application has been brought in under the control of our product team and we are working on implementing a fix for the issue.

We hope to release a new version soon with a fix. And as soon as that new version is available or there any other updates we will post updates here. 

3 people like this

The mac version appears to be 1.4, not 1.41

Hi Doug,

Currently, we only have the 1.4.1 for Windows but we are in the process of working on the MAC version of it. 

I think we should separate the camera control/management and the video feed. I agree that receiving a video feed wirelessly is fraught with problems.

That said, being able to manage/control the cameras wirelessly should not represent an issue, since this is done using TCP. There appears to be one or more very fundamental bugs in the control software. It can be very "stressful" when the connection goes down right around the time when camera transitions are needed - I have been in this situation several times.

I was under the impression that PTZ was working on solving this problem for the 1.4 version of the application - but, it still fails. If I could find some other solution, I would definitely switch to that, but I am stuck with what we have for now.

We have experienced a lot of frustration with this issue because our customers are having issues with the app. We have found that the incidence of disconnect seems to be less when using the app on a laptop with a wired connection vs wi-fi but there is still a disconnect.  It's curious because some days it works fine and some days it drops out quite frequently.  

In a recent install,  with nothing connected to the internet modem/ router other than the camera and the control laptop we still have intermittent issues with the control app losing connectivity. As a test we intentionally did not use the image viewer in the app,  this did not seem to affect the frequency of disconnect

  Curiously the 3rd party Android and Iphone app does not seem to have a disconnect issue.   

At this point it seems clear that there is a bug in the current version of the app, it's my hope (and 'm sure many other installers / users) that PTZ puts this on the top of the list for your software developers to fix.   The ability to view and control the camera from a PC is an important feature that drives sales.   The fact that you have an app that isn't properly functioning 100% of the time will effect sales and long term customer satisfaction.   One of your tech support people recently informed me that PTZ recently hired a new full time software developer so there should be no reason that this doesn't get addressed promptly. 

We are having the same problem. Ours times out after about 10 minutes. Both the PC app and the MIDI control app do it. It is very disruptive. We are connect to a POE Ubiquiti switch. The computer is also connected to the same switch. I can see on the network that the camera times out and doesn't show up on our network. 

I there still an solutions for this problem? Or maybe een update for the app? We deal with the same problems. Our setup is 1 PTZ20XNDI and 1 PTZ30XNDI. I think the error occurs maybe 2-3 time / hour. (We also had 1 camera for a while (30XNDI) and as far as I can remember, we didn't have this problem.)

Hi Jim,

We'll do our best to help you get to the bottom of this time out issue you are currently experiencing.

For your current setup are the cameras, PC and tablet all using static IPs, dynamic IPs or a mix of static and dynamic?

If you are using DHCP would you happen to know the DHCP release renewal time currently used for your network?

Once we have those answers we can begin to formulate a few things we can check and try to resolve the timeout that is occurring.

We look forward to helping you get to the bottom of this and otherwise hope this message finds you in the midst of an excellent day.

We get the same problem.

Just using the one camera and the connection gets closed fairly regularly. (At least once during an hour-long session).

It's not a huge problem, but having to click through the error message and reconnect is a pain (especially if it comes at a bad time!)

Hi Michael,

We are sorry to hear that you are experiencing this issue.

Would you happen to know if the PC is being operated wirelessly or if it is hardwired to the network?

We look forward to hearing from you when you have the opportunity and hope this message finds you having a wonderful day.

The laptop is operating wirelessly (as is the camera, which is plugged into a wireless network extender).

I don't see a reason why this would cause the connection to close though.

Hi Michael,

So using wireless should always be the last option explored when dealing with something such as Live Video.... that being said sometimes there are no other options.

We can see packet loss reach unacceptable levels when simply the PC is operated over WiFi not even considering the camera being operated wirelessly as well.

All of that being said, the best next step might be to determine what level of packet loss or latency these wireless connections are introducing to your setup.

If you are using a Windows system you can leverage the command prompt and the ping option to do a very lightweight packet loss and latency test.

As an example from the wireless PC you would ping the camera using "ping <camera IP>" (Example: ping

What you should see in response at the end is total packet loss and with each instance of the ping it will report the observed latency.

There are many other tools available for download or potentially available from a managed network to take the packet loss tests even further.

With that data you may be able to tune the wireless system to provide better connections for both the PC and camera to minimize as much

If we can be of any additional assistance please do not hesitate to let us know and we'll do our best to support your setup.

Any update since 3 months ago? Thanks!

The PTZOptics Control App version 1.4.1, featuring bug fixes, is currently available for download.

If you have any other questions please do not hesitate to return to the forum.
Login or Signup to post a comment