Hello Keith**,**
This is a common issue and I have a knowledge base article that explains it, and how it can be resolved. If this does not work and you are sure the devices are on the supported firmware version (and of course are supported devices) you should open a Support ticket.
Description:
Synchronization of audio and video data is not a function of your XProtect® VMS software. Asynchronous audio and video commonly occurs due to a discrepancy in time stamps sent by the camera or, in many cases, due to system performance issues.
If you find that audio and video are out of sync when playing back (or exporting) footage in the XProtect® Smart Client, use these troubleshooting protocols:
Solution:
First, note that audio and video are sent over the network as two separate packet streams. Thus, in order for the client or media player (in this case, the XProtect Smart Client) to synchronize these streams, the audio and video packets must be time-stamped correctly, i. e. the camera’s clock must match that of the XProtect VMS server computer. Most devices will have a setting in their HTTP interfaces like Sync to PC or similar, which is the recommended setting.
If the above issue manifests itself with live audio and video, consider disabling any TCP checksum offloading settings on the server’s network interface controllers (NICs). Additionally, if any antivirus or security software runs on the system, make sure appropriate exceptions are set according to the Administrator’s Manual for the specific version of your XProtect® software.
Additional recommendations:
Track CPU and RAM utilization (high resource utilization can lead to variations in synchronization and dropped frames)
Ensure recording hard drives are healthy (run disk defragmenter, chkdsk, or perform SMART tests)
Disable non-essential Windows processes potentially acting against drives-- i.e. search, indexing, drive compression, Volume Shadow Copy (VSS)
Note: At the point where video is exported out of the software, synchronization of audio and video data is handled by which ever media player software you use to play back multimedia files.
Best Regards,
Ryan Chamberlain
Support Engineer
Milestone Systems