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Why isn't audio working on my BYOC POE camera?

When troubleshooting audio issues on your BYOC (Bring Your Own Camera) POE camera, it's important to determine whether the issue is with the speaker (outgoing audio) or the microphone (incoming audio). Below are common reasons why audio may not be functioning properly and how to resolve them.

Below are the most common reasons audio may not be working and how to resolve them:

  1. BYOC Camera Does Not Support Audio Mixing
  2. Audio Input Is Not Enabled
  3. Incorrect Audio Compression Type
  4. Issues With External Speakers Or Bullhorns
  5. Guard Audio Quality Issues
  6. Confirm Camera Supports 2-Way Audio
Following these troubleshooting steps should help resolve most audio issues with BYOC POE cameras. If you continue to experience issues after all items in this, please contact customer care.

 

 

1. BYOC Camera Does Not Support Audio Mixing

Some cameras have built-in feedback reduction, often referred to as half-duplex audio. This means that the camera mutes its microphone while the speaker is in use. In such cases, the POE hub mixes the audio on the backend, ensuring that recordings in the app include guard voices, sirens, and other sounds.

However, some BYOC cameras do not support audio mixing (yet). Even if the audio is working in real-time when standing in front of the camera, the recordings may not capture that audio due to the half-duplex nature of the video stream. Deep Sentinel plans to have this feature included in a future update soon!

 

 

2. Audio Input is Not Enabled

Ensure that the camera's audio input setting is turned on. Our BYOC setup instructions detail this process: How to Set Up Cameras for Your BYOC Hub (Uniview Cameras)

 

 

3. Incorrect Audio Compression Type

Cameras must be configured with the correct audio compression format. Typically, this should be G.711U (ulaw). Some cameras may also support G.711A, but results can vary. Verify the camera settings and select the correct format.

 

 

4. Issues with External Speakers or Bullhorns

If your camera has an attached speaker or bullhorn, audio issues may be caused by:

  • Incorrect wiring

  • Insufficient power supply

  • Speaker or bullhorn settings not being enabled

For installation guidance, refer to our article: Installing Bullhorns for Uniview Cameras

 

 

5. Guard Audio Quality Issues

In rare cases, poor audio quality in guard communication may be due to a microphone issue on the guard’s headset. If the audio works intermittently or sounds choppy and unclear, please report the issue to Customer Care.

 

 

6. Confirm Camera Supports 2-Way Audio

Not all cameras have built-in two-way audio. If your camera lacks a speaker, guard audio will not be played. Similarly, if the camera does not have a microphone, it will not be able to capture sound.