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SuperJoy Freezing up

SuperJoy Freezing Troubleshooting Guide

Occasionally, the SuperJoy may freeze and require a reboot. This behavior is typically caused by either static build-up or an RTSP stream error. Use the guide below to diagnose the cause and apply the appropriate fix.

Diagnostic Questions​

Which Issue Do I Have?​

  • When do you notice the freezing happening?

  • Does it occur when switching cameras?

  • Are you using the HDMI output on the SuperJoy?

Interpretation of Answers

  • If freezing occurs when switching cameras or while using HDMI output, the issue is most likely an RTSP decoder error.

  • If the unit freezes randomly and not during camera switching or HDMI use, the likely cause is static build-up.

1. Static Build-Up Issue​

Static electricity can cause the SuperJoy to lock up or freeze.
To resolve this:

Solution: Ground the SuperJoy​

Use the included grounding cable to properly ground the device:

  1. Attach one end of the grounding cable to the SuperJoy chassis.

  2. Attach the other end to a large metal surface, such as:

    • A metal cabinet

    • A screw on a wall outlet

  3. Reboot the SuperJoy after grounding.

Grounding prevents static discharge from affecting system performance.

2. RTSP Stream Error​

If freezing is related to camera switching or HDMI output, the SuperJoy’s RTSP decoder may be receiving a video stream with a bitrate that's too high to process.

Why It Happens​

The SuperJoy’s decoder cannot handle certain bitrates, so using Stream 2 or disabling the RTSP decoder resolves the issue. Since Stream 2 is typically at a lower bitrate the SuperJoy has no problem decoding it.

Fix Option A: Switch to Stream 2​

  1. Open the SuperJoy Web UI.

  2. Navigate to the Devices tab.

  3. Find the device/channel where the camera is assigned and click Modify.

  4. Select HDMI Output.

  5. Change the RTSP URL from Stream 1 to Stream 2 by replacing the final 1 with 2, like this:

'rtsp://camerasIPaddress:554/2'

Fix Option B: Disable the RTSP Feed​

If HDMI output is not required:

  1. Press the HDMI Output button on the SuperJoy.

  2. Confirm the screen displays “RTSP Disabled.”

This turns off the internal decoder and stops the freezing caused by high bitrate streams.