Connect Spark, Connect Spark Pro, NewTek™ PTZ1, and Third Party NDI|HX® Enabled PTZ Cameras Troubleshooting

Devices: Connect Spark, Connect Spark Pro, NewTek PTZ1 Camera, Third-Party PTZ Cameras operating with our NDI|HX® Firmware - Listed in our E-Store here: 

Issue: Device is not reflecting as an NDI|HX® source in your workflow


  • If you are encountering a NewTek™ Splash Screen in our NDI Studio Monitor tool indicating your device is NDI|HX® compatible and are having difficulty authenticating your NDI|HX® license, please review the article here: 



  • *PTZ1 Specific Step*: Test with the included power supply
    • If you identify that POE+ is not functioning correctly, ensure your router/injector supports the 802.3at Type 2 POE+ standard, which provides a minimum of 25.5W to the camera
    • If the router/injector meets the specifications above, reach out to the manufacturer for assistance


  • *PTZ1 Specific Step*: Confirm that the dip-switches and camera address selector on the base of each camera are still in their default positions, as reflected here: NewTek PTZ Camera - Dip switch and Dial


  • *Connect Spark and Connect Spark Pro Specific Step*: Ensure your video source is connected to the "In" port


  • Confirm your receiving device is running the latest iteration of the NDI|HX® driver, which is located in the NDI® Tools Pack here: *Note, you will also need the NDI® Studio Monitor tool later in this guide.


  • Ensure that you are operating your receiving device as an Administrator or user that has been granted Administrator privileges. You can confirm your User level in the Control Panel at Control Panel\User Accounts\User Accounts under "Manage User Accounts"


  • Ensure that your User Account Control Settings are set to "Never Notify" in Control Panel at "Control Panel\User Accounts\User Accounts"


  • Ensure your network switches, routers, etc are not utilizing any "Eco-Friendly"/"Energy-Efficient" Energy Efficient Ethernet (EEE) Low Power Idle (LPI) protocols that may disable ports to conserve power when determined the port is not in use


  • Where applicable, consult your IT department to confirm if you are utilizing a proxy server, as this may interfere with your ability to connect to other devices on your network
  • Ensure Windows is not blocking the receiving application. Right click on the application name -> select Properties -> In the General tab. If it is blocked, there will be a notification and a checkbox to unblock the application or simply a button that states “Unblock” 



  • Confirm if the source is detected in Studio Monitor by selecting the "Hamburger" icon in the top left corner of the Studio Monitor interface.(**Note: Microsoft Edge Web Browser is not fully supported at this time.)
  • If the device is not listed in Studio Monitor, confirm the following:
  • If the source is identified in Studio Monitor, but not in your receiving platform, check the following:
    • If you are utilizing NewTek™ equipment, make sure you are running the latest software build for your device. You can locate software updates here: 
    • If you are utilizing a third party software to bring in your NDI® source, you will need to reach out to them to ensure they are supporting our latest NDI® libraries.


  • *Connect Spark Specific Step*: If you are utilizing a Wireless Network configuration for production, please review the following article: Wireless Network Troubleshooting
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