Issue Resolution and Frequently Asked Questions

Here we have listed the most commonly asked questions and resolutions to issues that occur frequently. Our contact form can be found at the bottom of this page.

(In some cases issues are related to your hardware or other software being used. Please check that this is not the case before contacting us). 

Can I speak to someone if the information here does not help?

Of course, we pride ourselves on customer support. Our contact number is (44) 01752 358142 or 07475 777 591

I’m having problems paying Viewline via the subscription form.

The form works but you might find that some of the information needed is to the right and out of sight. There’s a scroll bar that when scrolled shows the Subscription Time and Amount. These need to be filled in before you can proceed further. Call us if you still have an issue.

Is the trial fully functional?

Yes, the trial version of Viewline is fully functional but expires after 28 days. When you upgrade to a full license you can still use the projects you have already created.

Can I add additional custom data to a Viewline report?

Yes, there is a facility to add custom pages to projects. When a project is open go to Report>Report Content>Project>Custom pages. This will open something similar to Word and you can add additional text and images. When Previewing or saving the report you need to check the Custom Page box and the Custom page will be added to the report. Detailed information per section header can also be added via the Overview tab in the Detailed Header Entry section.

How do I use Draindraw?

There are comprehensive tutorial videos on DrainDraw use here.

How do I connect DrainDraw to Viewline?

Viewline connects to DrainDraw in such a way as project detail populates the drawing legend and the image created forms part of the final report. There is a specific video tutorial on this located here.

How does the video overlay feature work?

Video Overlay is a function that enables you to write report information over your video file. For example, at the beginning of your video it might be useful to add information specific to the survey such as the Date, Time, Company Details, Site etc. To do this, you need to insert a clapper board in the correct place on the video and decide whether to leave the information visible for the rest of the video or whether to show it for a particular section of the video. Here’s how to set it up:

  1. Firstly, you need to have your camera system cabled to your computer as if you were ready to record live video.
  2. From the “Tools” menu select “Video Overlay”. A new window will open. The General tab allows you to set information to appear either at the top and / or bottom of the video. You can also opt to show your company logo as well as modify how the logo appears.
  3. When the details have been set as you want them, click “Done”. Next, select the “Clapper Board” menu. There are two clapper boards that you can configure. You have the option to select the information each one displays and how long the information is displayed for. Once you have decided what you want to display, click “Done” and move on to the “Observations” menu.
  4. Here you can overlay observation information on the video at the point at which the observation is made. Again you have the option to choose how long the information is displayed for. The following screenshot shows how this information appears on the clapperboards.



Connecting to cloud drives, network attached storage or any backup or archiving system.

Backing up your data is definitely a good thing but Viewline might struggle trying to connect via a net work. Generally networks are set up to synchronise with a local folder. The best way of saving and opening Viewline projects is to save them to a local folder. You can then synchronise your remote storage to that folder.

My license is not updating.

First check you are connected to the internet. Viewline requires access to the internet to check license details. Check there are no anti virus apps seeing Viewline as a threat. Always worth a switch off/switch on of the machine. It may even be worth uninstalling and reinstalling.

When I skip forward on the video it keeps reverting back to the last place the video was played from.

That seems to be a codec issue. If you right click on the video pane and select Video Source Settings and then select Lav Filters Splitter as preferred then that should resolve the issue.

I am seeing a Directshow or capture device error message.

Viewline enables live video capture. This type of error message occurs when the application has searched for a video capture device and can’t find one. This might be due to a driver issue. In Viewline try clicking on Tools and then Video Capture Set up. This process is automated and might resolve your problem. There are also further options available if you select Live and right click on the video area.

I’m having an issue playing, pausing or seeking a video.

That might be a codec issue. If you right click on the video pane and select Video Source Settings and then change an option, this might get you back on the road. Don’t worry, you can’t break anything and we’re here to help if you do manage to.

Why do I get an error message about capture graph?

Essentially, Viewline is looking for a live video feed. If you aren’t recording live, this error message can be ignored. Just click “OK” and continue with your survey.

I’m still having video issues, is there anything else I can do?


Viewline is a DirectShow video application for Windows, and works best when a good set of codecs and filters are available to use on the host system. Viewline will work with most conforming DirectShow components you have installed, or none at all. For the best video results we highly recommend installing the following free software:

Playback Filters: We recommend the use of a package called Lav Filters to support a wide range of video formats. https://www.fosshub.com/LAV-Filters.html

Video Codecs: For good compression performance and high quality video we recommend the use of the xvid Video codec. https://www.xvid.com/download/

Installation: Viewline builds a white list of safe compressors (those it is able to correctly connect to) the first time it runs. If you need to refresh this list you can do so from the “Live” tab by right clicking on the video area and opening “settings” from the menu and clicking “Rescan Compressors”. Although it is not a requirement (due to the fact some components might be in use when the installation runs) it is often a good idea to restart Viewline after installing video components before scanning for new codecs and filters.

Notes: Please note that we do not develop or distribute either of the above linked components, both are free software and are provided under licenses provided by their respective developers. Your use of the above video components is entirely optional and at your discretion, but highly recommended.

More about Video & Codecs: Viewline has been designed to enable the use of a wide range of video encodings augmented by software. Depending on the version of Windows that you are using and the other software that you have installed on your system you will have a number of codecs made available to DirectShow applications via filters. In fact each time you install a video application on Windows it will normally install a collection of filters to support encoding and decoding video. The free and open source distributions detailed below are recommended to gain the best functionality from Viewlines video component. All rights and liability in the below software are owned by their respective developers, and not Viewline.

XVid is free and a popular MPEG-4 codec for Windows.

Viewline supports Direct Show filters.

Viewline uses DirectShow for capturing, converting and playing video. DirectShow is a Windows technology that supports a wide range of codes and formats through the installation of filters. When you install a DirectShow filter it is normally available to all media applications on Windows.

Open source and distribution: Many video encodings (especially those of MPEG) and emulations of these formats provided by open source projects such as DivX or XVid cannot be distributed with Viewline due to licensing restrictions. However you can install these codecs, and in the case that they provide a DirectShow filter, Viewline will be able to use them.

Why am I receiving an error message that my computer has insufficient memory?

This is not an issue with Viewline software. Viewline does indeed use your computer’s memory when it is open but it doesn’t use that much relative to the other programmes that may be in use. If a message pops up saying you have insufficient memory, try closing some of the other programmes that you have open that are not being used. Internet browsers can use a significant amount of memory, so close any windows that aren’t essential. You can also try clearing your cache.

If this doesn’t help, try rebooting your computer, but first check for any Microsoft updates as these can also help and often require you to restart your computer as well. Should you want to check what programmes are using your devices memory have a look at the Task Manager. Just type “Task Manager” in the windows search box normally found at the bottom left of your screen and you will be able to access it. If you have tried all of the above and are still receiving the error message consider either upgrading you computer or adding additional memory to it.

Rausch Omnicron Integration.

The Rausch Omicron system camera control unit includes twin joystick controls as well as a 12.1” touchscreen display. The onscreen functions incorporate the installation of the touchscreen version of Viewline. This powerful combination enables live reporting from the camera control unit.

We support issues with this system, but please be aware that some issues may be as a result of Rausch changes rather than the Viewline integration.

Windows Updates can be the problem.

Viewline is a software programme designed to run on a Microsoft Windows platform. Microsoft regularly send out Windows updates which often require a system reboot. It is vital that your device is updated in order for Viewline to function correctly.

If Viewline isn’t functioning properly, it is possible a Windows update has been released and is affecting the application. Installing the update in most instances resolves the problem.

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