StreamDeck Troubleshooting Guide

This guide provides step-by-step instructions to resolve issues with the StreamDeck and its plugins. Work through each section in order. If problems persist, gather the requested information and escalate to support.

1. Basic Checks

Update Software & Firmware

• Plugin: Install the latest version of the BZBGEAR StreamDeck plugin to ensure bug fixes and new features are applied.
• StreamDeck Software & Firmware: Confirm that both the StreamDeck desktop software and device firmware are up to date.
  
  

Verify Network Connection

• Ensure your cameras and PC/laptop are connected to the same network.
• Test by logging into your camera’s Web Interface from the same PC.
  
  

Restart & Reconnect

• Restart the StreamDeck App: Right-click the StreamDeck icon in the system tray → Quit Stream Deck → relaunch.
• Force Restart the Device:
  • Hold the power button for 4 seconds (or 7 seconds for OLED models).
  • If still unresponsive, hold for 10 seconds (or 16 seconds for OLED models).
• Reconnect USB: Unplug and reconnect the USB cable.
  
  

Power & Connectivity

• Direct Connection: Plug the StreamDeck directly into your computer. Avoid unpowered USB hubs (especially for Neo and USB-C models).
• Try Different Ports: Use another USB 2.0 or USB 3.0 port.
• Test Another Cable: Swap the USB cable to rule out a faulty one.
  

2. Command & Preset Setup

Adjust Command IDs

• Each command must be assigned to the correct camera ID.
• Incorrect IDs may cause commands to fail or control the wrong camera.
  
  

Preset Configuration Example

• When setting presets, the SET command ID must match the CALL command ID.
• Example: If “Preset 1” for Camera A uses ID 1 in the SET command, the CALL command must also use ID 1.
• If multiple presets share the same ID, they may overwrite each other or behave incorrectly.

3. Advanced Troubleshooting

Before contacting support, collect the following details:

System Details

• Operating System (e.g., Windows 11, macOS).
• OBS Studio version (if using OBS integration).
• StreamDeck software version.
• BZBGEAR plugin version.
  
  

Network Setup

• Confirm cameras and the controlling PC are on the same network.
• Provide each camera’s:
  
  
  • IP address
  • Camera ID
  • Port number
    
    

Logs & Evidence

• StreamDeck logs.
• Short video clips showing the issue in action.
  
  

Providing this information upfront ensures faster, more accurate troubleshooting.