⚒️Troubleshooting Multicast Video Traffic
A step-by-step guide to check multicast traffic on the network
Introduction
While the installation and configuration manuals detail how to install SureStream software and its prerequisites, this document provides a guide for verifying and troubleshooting multicast traffic during SureStream deployment.
A Network Architecture
The figure below illustrates a potential multicast architecture for SureStream and XProtect.
IGMP-snooping-enabled switches separate the Camera network from the client network. These switches are vital for reducing bandwidth consumption. They ensure that multicast video from cameras is sent only to Smart Client machines viewing with SureStream. Network segments that do not request a multicast stream do not receive it. The network must include an IGMP querier, usually integrated into a switch or router. This device is essential for IGMP-snooping switches to monitor multicast traffic.
Multicast Camera Address allocation
SureStream allows programming cameras with multicast addresses from 239.0.0.0 to 239.255.255.254. It is essential to carefully choose a multicast address range within these addresses to avoid conflicts with other multicast sources on the network.
Troubleshooting when no Multicast Video is seen at the Smart Client
Initial Setup
SureStream is installed on the XProtect Management Server and on each Smart Client machine. SureStream is configured using the steps outlined here: Installation and Configuration Guide.
Tracing Multicast Traffic
Follow these steps to identify multicast network issues.
Set up a Multicast Test Kit
Multicast troubleshooting on the network requires a test kit with the following items:
Laptop with: XProtect Management Server, Recording Server, Smart Client, Management Client, SureStream, Wireshark, ONVIF discovery and test tool.
Port mirroring PoE switch (e.g., TL-SG105E).
Cat6 Ethernet cables.
A camera that supports multicast (e.g., Axis M3044).
Set up a network using the test kit laptop, switch, and camera as shown below. Configure the test kit camera in XProtect on the test kit laptop, then add it to SureStream in the Management Client on the computer.
Verify that a multicast stream from the test kit camera shows on the test kit laptop's Smart Client using SureStream. This verifies that the laptop's software and network are correctly configured, independent of the customer's network.
Verify Multicast Request from the Smart Client
First Steps
On the target network's Smart Client that does not receive multicast video:
Disable the firewall.
Disable Hyper-V.
Disable all virtual Ethernet adapters.
Avoid running the Smart Client on a VM if possible; run it on the host.
Try to start a multicast stream by opening a SureStream view on the Smart Client.
If multicast video appears in the Smart Client, proceed to Step 7.
Otherwise, continue.
Sniff Multicast Traffic
The Test Kit's switch is inserted into the network to sniff packets, as shown below.
The Test kit's laptop is connected to port (B), which mirrors traffic on the Smart Client machine's port (A).
Wireshark is run on the Test Kit's laptop to view network packets.
Start a SureStream multicast stream from the Smart Client (not on the test laptop). Verify that the Smart Client sends an RTSP PLAY command and that the camera responds with an OK.
If an RTSP PLAY command isn't sent, ping the camera from the Smart Client machine.
If an OK is not received, trace the PLAY command through the network to the camera to identify where transmission fails.
If the PLAY command reaches the camera but the camera does not send an OK, check whether the camera's RTSP port has changed after being added to SureStream (the RTSP port is usually 554 but may vary).
If the camera's RTSP port has been changed:
Remove the camera from the SureStream setup in the Management Client.
Add it back to the Selected list in the Management Client.
Log out of the Smart Client.
Log back in and try again.
After resolving these issues, if multicast video still isn't visible in the Smart Client, proceed to Step 4. If multicast video appears, move on to Step 7.
Verify Multicast Transmission from the Camera
Connect the test kit laptop and the port-mirroring switch to the camera we are multicast from. Launch Wireshark on the test kit laptop and observe the camera traffic.
Begin capturing data in Wireshark.
Set the capture filter to: ip.addr ==
Establish a remote desktop connection from the laptop to the previously used Smart Client machine. Select the same camera in the SureStream plugin on the Smart Client as the one we are monitoring. Attempt to fetch a multicast stream.
Wait about 20 seconds. Then stop capturing in Wireshark (do not close Wireshark).
In the capture, identify the “RTSP PLAY from the Smart Client & HTTP OK” messages from the camera.
If this appears, the camera has been instructed to begin multicast.
Next, look for multicast video stream packets from the camera and verify that the multicast IP address matches the one assigned to the camera in SureStream (available from the Management Client).
If multicast stream packets are detected, the camera is transmitting multicast video in response to client commands.
If packets aren't detected, it probably indicates a camera problem — verify with the camera manufacturer.
After fixing the issues here, if multicast video still isn't visible in the Smart Client, go to Step 5. If multicast video is visible, proceed to Step 7.
Check the Multicast traffic after the IGMP-enabled switch in the camera network.
Relocate the test kit so you can sniff the 'out' port of the IGMP-enabled switch.
Repeat the verification steps from Step 4 (capture, filter by camera IP, trigger multicast).
If the stream appears on the switch's 'out' port, the switch is correctly transmitting multicast video.
If not, check the switch settings and confirm it is appropriately configured (refer to the switch manual).
After resolving these issues, if multicast video still isn't visible in the Smart Client, proceed to Step 6. If the multicast video is visible, proceed to Step 7.
Repeat for each network device.
For each network device along the path from the camera to the Smart Client, outgoing traffic is monitored for multicast packets.
Monitor outgoing traffic on each device.
If multicast traffic doesn't leave a device, enable multicast on that device according to the manufacturer's documentation.
Repeat the process all the way up to the Smart Client that started the multicast stream. At the end of this process, verify that the multicast video reaches the Smart Client and plays.
Change Smart Client Machine Settings if needed.
Currently, multicast video plays on the Smart Client with all virtual adapters and firewalls disabled. Check and address each issue separately.
VM settings:
If the Smart Client needs to run on a virtual machine, make sure that multicast traffic is enabled on the virtual switch (consult your VM provider). Example resource:
https://kb.vmware.com/s/article/2044735
Firewall settings:
If disabling the firewall isn't an option, set the firewall to permit these ports for each SureStream Smart Client.
Outbound:
All ports are open.
Inbound:
RTSP: 554 and any other RTSP ports the cameras use.
RTP: Export the multicast address list from the SureStream page of the Management Client and ensure the port list is allowed.
RTCP: If RTP port is N, RTCP is N+1. Each RTP port must have a corresponding RTCP port.
Wi‑Fi settings:
Ensure the Smart Client machine has only one IP address and is not connected via Wi‑Fi. Wi-fi does not support multicast traffic.
To verify:
Open Command Prompt.
Type: ipconfig
Check that the Wi‑Fi LAN adapter is disconnected.
If Wi‑Fi is connected, disable it:
Open Control Panel → Network and Sharing Center → Change adapter settings.
Right-click the Wi‑Fi interface and select Disable.
Verify periodic IGMP Queries.
Although multicast video is now streaming through the SureStream plugin of the Smart Client, you must ensure IGMP is properly configured.
Switches that support IGMP snooping require a multicast querier to send IGMP queries for updating their multicast group tables regularly. Without this, multicast video in the Smart Client will cease to play. See https://en.wikipedia.org/wiki/IGMP_snooping.
Perform this check once the multicast video appears on a Smart Client.
Connect the test kit's laptop to the network.
Run Wireshark on the test kit laptop and verify that periodic IGMP Query messages are appearing.
If no IGMP queries are observed, contact the network administrator, as a querier is required on the network.
Verify IGMP Snooping
Ensure that network segments not requiring multicast video do not receive it.
Start at least one multicast stream to a Smart Client and confirm that the live video displays correctly.
Connect the test kit laptop to a network segment that is not on the route from the camera network to the Smart Client receiving multicast video.
Verify that multicast UDP traffic is NOT present there.
Repeat verification at multiple locations within the network to ensure IGMP snooping is functioning and preventing unnecessary multicast distribution.
Verifying multicast support in a network device
To verify the multicast functionality of a network device, configure the device on a test kit network.
Start a SureStream multicast stream from the test kit laptop.
If multicast video plays on the test kit laptop's Smart Client, the network device supports multicast transmission.
Otherwise, consult the device manufacturer's manual for the correct configuration.
Verifying if a camera supports multicast
To verify the multicast functionality of a camera, set up the camera on a test network.
Add the camera to XProtect on the laptop and configure it in SureStream.
If the camera appears in green on the SureStream Management Client configuration page, it supports ONVIF multicast.
Start a SureStream multicast stream using the Smart Client on the test kit laptop.
If multicast video plays on the test kit's Smart Client, the camera's multicast functionality is confirmed.
Otherwise, refer to the camera manufacturer's documentation.
Onvif Test Tool
The "Onvif Test Tool" installer is placed in the MIP Plugin folder after successfully installing SureStream. Install the Onvif Test Tool application on the Management Client system to verify ONVIF multicast camera compatibility.
Run the "Onvif Test Tool" application.
Click "Discover Devices" to display cameras on the network.
Choose a camera, enter username and password, then click "Check."
Navigate to the "Diagnostic" tab, expand "Device Management," and then select "Capabilities."
Expand "Capabilities" → select "All Capabilities" → click "Run Selected".
Once the tests are finished, open the "Features" tab.
RTP-Multicast/UDP shown in green indicates support for multicast.
Green PTZ indicates PTZ support.
Other Useful info
To check if an NTP server is working:
run: w32tm /stripchart /computer:<ntp server address/name> /dataonly /samples:5
Wireshark multicast filter:
(eth.dst[0]&1) && !eth.dst==ff:ff:ff:ff:ff:ff
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