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IP Surveillance TroubleShooting Guide

1. Port Video St Or reamin Function Server IP i Default value Function Activator camera Monitor HTTP 80 Register 6000 Streaming 6002 2 Check each function port and see if it is the same in both video server IP camera and the Streaming Activator below 1s a reference result Video i Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 NO Streaming 6002 7002 NO 3 If any of those are not the same this is a port setting problem 4 If all these port setting are the same this is not a port setting problem Solution 1 Adjust the setting of the streaming activator or video server IP camera to make the port setting is the same for each port Example Video Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 Yes gt 6000 Streaming 6002 7002 Yes Nn Nn gt 6002 5 7 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 5 7 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model
2. 69 Protocol Pelco P Pelco D No Camera ID 1 1 Yes 3 If all the PTZ settings are the same in Analog Video and Control device this is not a PTZ Setting issue 4 If any of the PTZ settings is not the same in Analog Video and Control device this is a PTZ Setting issue Solution 1 Follow the table below to adjust the setting of the Analog Video and Network platform and make all the serial settings the same Example Before Serial Setting Serial Setting The same Analog Video Control device Protocol Pelco P Pelco D No Camera ID 1 1 Yes After Serial Setting Serial Setting The same Analog Video Network Platform Protocol Pelco P Pelco P No Camera ID 1 1 Yes 6 3 1 4 Inappropriate Analog Video Camera ID setup The problem is discussed in 6 3 1 3 please go there for details 6 3 1 5 Inappropriate Network platform Serial type setup if you are connecting a video server to an analog camera The serial connection problem might happen ONLY on video server analog cameras If you are not using video servers analog cameras please skip this section The serial connection type and serial physical connection have to be right on both Video server and Analog cameras for PTZ function to work Thus we put them both Clarification 1 Check out the serial connection type of the analog camera and video servers
3. IP PTZ camera with fixed PTZ setting No Model Protocol setting Camera ID CAM 5130 Campro VI 1 2 CAM 5140 Campro VI 1 3 CAM 5150 Campro VI 1 IP PTZ camera with Adjustable PTZ setting No Model Protocol setting Camera ID 1 CAM 6100 Adjustable Camera ID Pelco P Adjustable Pelco D VCL 1 255 2 CAM 6200 Adjustable Camera ID Pelco P Adjustable Pelco D Eyeview 1 255 96 3 CAM 6500 Adjustable Camera ID Pelco P Adjustable Pelco D Dynacolor 1 255 4 CAM 6600 Adjustable Camera ID Pelco P Adjustable Pelco D Dynacolor 1 255 This protocol is marked as DSCP in the hardware manual f the control device is Streaming Activator please go to the page to find its PTZ setting Please refer to the table below for how to differentiate the IP PTZ camera and relative settings plorer htm Microsoft Internet Explorer BRO KAO demo OREW IAQ BD ay Oi O 4 JO Dee vee e c2 31 1740 3 AHED E C AExplorertExplorer htm 7 Dez C Semh D 39 Si blocked f Check v inoi C sU ed Optons 9 ess Streaming Explorer v1 1 Preview Connection Cam 1 2006 05 20 18 28 33 Streaming Explorer EOSPTZRECH Server IP 59 124 233 182 Mute ON Mute OFF Disconnect Vendor CAM 5130 z OW l Protocol Kampro z l Address ID g l Parity N61 z I BaudRate 4800 z I EnablePTZ I mumm u D01 on D0
4. Function Respective network ports Web confi Streaming gurator Explorer Port name Port number Default Login HTTP 80 View image HTTP 80 Register 6000 Streaming 6002 DIO signal Control 6001 2 Check if any of the port not the same this is Inappropriate network port setting problem 274 3 Check if all of the port are the same this is not Inappropriate network port setting problem Solution 1 Change the control port setting on the streaming explorer to match the settings on the web configurator 11 11 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 11 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Web configurator HTTP port Streaming Port Control port Software model model Software version HTTP port Streaming Port Control port DO DO device spec DO connection diagram Other data you Server PC find during clarification 11 12 MD Problem Type 11 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best M
5. 7 7 1 2 Inappropriate Analog Video Iris ES Electric Shutter setting Both of the Iris setting and ES setting is used to adapt the camera to current environment lighting conditions If you use AES Auto Electric Shutter it is very likely for you to have the image flashing problem Please see below for details Clarification 1 Check out the setting of your camera to see its iris setting and ES setting Video Type Auto Fixed Iris Setting ES Note Mostly the ES setting will be fixed when Iris setting is set to Auto 2 Please see if your setting is the same as recommended in the table please refer to respective hardware manual for how to setup Example Recommendation Your setting Video Type Auto Fixed Auto Fixed Iris Setting o ES o 3 If the Iris and ES settings are the same this is not an analog video Iris and ES settings 4 Ifthe Iris and ES settings are not the same this is an analog video Iris and ES settings Solution 1 Set the Iris and ES setting as recommended Example Before Recommendation Your setting Video Type Auto Fixed Auto Fixed Iris Setting o o ES o o After Recommendation Your setting Video Type Auto Fixed Auto Fixed Iris Setting e e ES o o 7 7 1 3 Inappropriate Analog Video Flickerless This problem happens on places where TV v
6. Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 203 10 11 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port
7. Product model Model number Firmware Firmware version Video Server Use it to connect 240 LAN IP setting IP address Submask Gateway Video Server WAN IP setting Use it to connect IP address Submask Gateway Video server event setting FTP setting E vent action Network deployment Network diagram Respective setting of switch routers 241 11 3 MD Problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T e Imaging I e AnaogbpeediDome p rV Monitor Suy Eo vnm 5 y Management 4 i Management lt 4 F gt Storage Network 11 3 1 Network block The possible causes could be as below 11 3 1 1 Inappropriate FTP server setup The problem could be a inappropriate FTP server setup b inappropriate FTP client setting We will discuss both in this section 242 Clarification 1 Because you fail to connect the FTP setting using your own PC that means there s something wrong about the a FTP server setup and b FTP client setting 2 Because this problem involves mostly about your network and MIS infrastructure it s less possible for us to provide the solution Solution 1
8. Software Version Schedule setting MDB file Software database Information about the recording you wish to find Oo CA 12 14 Record amp Playback Problem Type 13 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor v ArialbG Speed DOTT Imaging Management I a Management lt 4 d F Storage Network 12 14 1 Storage block 12 14 1 1 Recording re cycling Clarification If you enable the re cycling recording the software will attempt to delete both while the HD space is insufficient a the oldest recording files b the event database related to the recording files Then it will cause you not be able to a search through software 336 b search through recording folder Solution 1 Please read the software manual to find the best a Software setting b Hardware requirement for you to keep recordings for your desired time 12 14 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 12 14 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model
9. 12 4 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 12 4 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server INTP Time setting Manual Time zone Other things you find during clarification U N 12 5 Record amp Playback Problem Type 4 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES S i Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage Network 12 5 1 Management block The possible causes could be as below 12 5 1 1 Inappropriate search procedure You might fail to find the recording if your search procedure is wrong Clarification Please follow the software manual about how to search file and search again 316 2 Ifit solves the problem this is an inappropriate search procedure problem 3 fit doesn t solve the problem this is not an inappropriate search procedure problem Solution 1 Please follow the search proce
10. 5 4 1 2 Analog Video Camera power up fail This could be the camera power up fail Clarification The clarification procedure different for different kinds of camera please see below table for details Camera Type Clarification procedure Zoom Lens camera 1 Reboot the camera 2 See if the zoom lens moves during start up It moves as if it wants to zoom in then zoom out 3 If yes this is a temporally camera power up problem 4 If not this is the a camera power up problem Speed dome or PTZ camera 1 Reboot the camera 2 See if the camera initialize during start up it will pan tilt and zoom 3 If yes this is a temporally camera power up problem 4 If not this is a camera power up problem Other cameras Not zoom lens or speed dome or PTZ camera 1 Reboot the camera 2 See if the image becomes ok 3 If yes this is a temporally camera power up problem 4 If not this might be a camera power up problem Please check other possible cause first If you can t find other possible cause then we can think it as a camera power up problem Solution 1 The solution varies for different kind situation Please see the table below for respective solutions type Power up problem Solution steps problem Temporally power up 1 Normally this problem happens rarely You can just ignore this problem 2 If the problem happens very
11. 7 7 Video Quality problem Type 6 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging lt 4 AnalDU5peed ore Management I 4 Management lt 4 ad E F Storage Network 7 7 1 Image block The possible causes could be as below 7 7 1 1 Inappropriate Analog Video Video Type The video flash is likely to be caused by inappropriate Video Type Clarification 1 Check out your local TV video type NTSC PAL and the IP camera analog camera s video type NTSC PAL 130 Analog Video Type TV camera IP The same camera NTSC PAL Check if the TV video type is the same as the IP camera analog camera Example Analog Video Type TV camera IP The same camera NTSC o o PAL o If the video type is the same this is not an analog video video type problem Ifthe video type is not the same this is an analog video video type problem Solution Replace the current camera with a right video type camera Example Before Analog Video Type TV camera IP The same camera NTSC o x o PAL o After 13 Analog Video Type TV camera IP The same camera NTSC e e No PAL
12. If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 8 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software model Software version DO IDO device spec DO connection diagram Other data you Server PC find during 188 clarification 189 10 9 DIO problem Type 8 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeedibDome Management I a Management lt 4 d E F Storage ba acri Network 10 9 1 Network block The possible causes could be as below 10 9 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 190 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Re
13. NVR Version E mail setting E vent action Network Network diagram deployment Respective setting of switch routers 290 11 15 MD Problem Type 14 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management i Management lt 4 P oF gt Storage ba acti Network 11 15 1 Network block The possible causes could be as below 11 15 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 291 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port nam
14. a oF gt Management M Management 4 zi I Sireeming Adifitor i F Storage j I l ba acri Y Network E PNetwork MEE Analog Video 12 7 1 Management block 12 7 1 1 Codec missing If the codec is not installed correctly you might not be able to playback the files Clarification 1 Install the codec of FFDshow provided in the product CD 2 Check if you can playback the recording now 321 3 If yes this is a codec missing problem 4 If not this is not a codec missing problem Solution 1 Make sure the codec is installed properly before you playback the file 12 7 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 3 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Software Version The recording file you wish to playback Oo N 12 8 Record amp Playback Problem Type 7 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor Imaging 4 AnaogbpeediDome Management I a Management lt 4 d E F Storage
15. them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 219 5 If the check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 10 14 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed in 10 14 1 2 please go there for details 10 14 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification
16. 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem 3 f not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 220 address instead of Domain name to connect to the video server IP camera a contingency plan 10 14 2 Storage block The possible causes could be as below 10 14 2 1 Inappropriate NVR event setting This problem could happen if you didn t setup the event setting in the NVR right Clarification 1 Please read the NVR s software manual for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate NVR event setting 4 Ifnot this is an inappropriate NVR event client setting Solution 1 Please refer to the NVR s software manual for how to correctly set it 10 14 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 14 3 1 Problem feedback table Problem fe
17. AnaogbpeediDome Management I Management lt 4 ad F Storage ba acri Network 11 10 1 Network block The possible causes could be as below 11 10 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 268 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming MD signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 269 11 10 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network tra
18. Cancer stopp 0 rl 2 Then fill in the table below and check out if the settings from Analog Video and Control device are the same for each serial setting Serial Setting Serial Setting The same Analog Video Control device Baud rate Parity Byte length Stop bit Sample table Serial Setting Serial Setting The same Analog Video Control device Baud rate 4800 9600 No Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes 3 If all the serial settings are the same in Analog Video and 66 4 Ifany of the serial settings is not the in Analog Video and Network platform this is not a Serial Setting issue Network platform this is a Serial Setting issue Solution 1 Follow the table below to adjust the setting of the Analog Video and Control device and make all the serial settings the same for how to adjust each setting please refer to hardware manual and software manual Example Before Serial Setting Serial Setting The same Analog Video Control device Baud rate 4800 9600 No Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes After Serial Setting Serial Setting The same Analog Video Network Platform Baud rate 4800 4800 yes Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes 6 3 1 2 Inappropriate Network
19. IP Surveillance TroubleShooting Guide Version 0 9 Release 20060527 b acti www acti com Chapter 1 Introduction ACTi provides you a series of guides for your project from proposal stage to maintenance stage They work as below IP surveillance Proposal Guide Making proposal to your customer IP Surveillance Deployment Guide Fulfill your project from proposal to practical to your customer Tech Support and Troubleshooting Guide Find the root cause of your problem and solve it This IP Surveillance Troubleshooting Guide contains step by step procedure for you to solve a problem First we divide the troubleshooting by solutions into IP surveillance solution and Hybrid IP surveillance solution Stagel Stage2 Stage3 Know your problem Type Find out the possible cause Find the real cause and find respective solution We start from Define your problem type to know what kind of problem it is and define the problem type Then we follow the problem type and refer to the chapters after to know the possible cause of this type of problem After that we can follow the introduction to clarify what is the actual cause of the problem this time and how to solve it We will not include everything in this guide Please refer to 1 IP Surveillance Proposal Guide for how make a proposal to your customer 2 IP Surveillance Deployment Guide for how to fulfill your project from proposal to practical to your cus
20. Monitor S ES S i Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage ba acti Network 6 5 1 Image block The possible causes could be as below 6 5 1 1 Inappropriate Analog video Serial setting Baud rate Parity Bit length Stop bit These serial setting baud rate parity stop bit must be the same for analog video and network platform for PTZ function to work We will include both sections in this chapter below 81 Clarification 1 First we have to check out the serial settings of analog video and control device Control Panel The checkout procedure might be different Please refer to the table below Serial Setting No Description Analog Video Control Panel Analog Camera Please refer to Please refer to the Video Server analog camera s manual control panel hardware manual IP PTZ camera with fixed serial setting Please see table below for information Please refer to the control panel hardware manual IP PTZ camera with Adjustable serial setting Please refer to IP camera hardware manual Please refer to the control panel hardware manual Please refer to the table below for how to differentiate the IP PTZ camera and relative settings IP PTZ camera with fixed serial Analog Video Seri
21. Please see introduction about how to contact 10 9 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway Streaming Version Activator event FTP setting E vent action Network Network diagram deployment Respective setting of switch routers 10 10 DIO problem Type 9 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeedibDome Management I a Management lt 4 d F Storage ba acri Network 10 10 1 Network block The possible causes could be as below 10 10 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 196 Function Network environment Respective network ports Cross over LAN Port name Port number
22. Storage b acri Network 11 20 1 Image block The possible causes could be as below All the items below are directly related to image quality please go to Chapter 7 for details about A Problem type 10 B Problem type 11 303 11 21 MD Problem Type 20 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES S i Imaging lt 4 AnalDU5peed ore Management I a Management lt 4 P oF gt Storage Network 11 21 1 Image Management storage block The possible causes could be as below 11 21 1 1 Inappropriate MD setting sensitivity If the sensitivity is too high it is very likely to trigger false alarm for tiny little change happen in the scene If the sensitivity is too low it is very likely to ignore everything happening in the scene 304 Clarification 1 Check out your sensitivity setting and if the camera is in indoor or outdoor 2 Compare with the table for recommended sensitive setting and see if it in the range recommended Environment Indoor Outdoor Sensitivity 60 80 70 80 3 If yes this is not an inappropriate MD setting sensitivity problem 4 Ifno this is an inappropriate MD setting sensitivity problem Solution 1 Adjust the sensitivity of th
23. information during this troubleshooting 5 4 Monitor Problem Type 3 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Ew 7 EZ z Imaging en AnalDU5peed ore e V Monitor gt Management d x l Management lt 4 F Storage a ma n8 LA ACTi Y Network 5 4 1 Image The possible causes could be as below 5 4 1 1 Analog Video Lens problem This could be the lens problem that caused no lighting income to the camera This problem happens on BOX camera which requires you to install a lens onto it 41 Clarification 1 Remove the lens See if the image become white 2 3 If yes this is the lens problem 4 If not this is not the lens problem Solution 1 The solution varies for different kind of lens you use Please follow the table below for solutions Lens type Solution steps Auto Iris 1 Check if there s anything blocking the lens ex lens cover 2 IBe sure to connect the Auto Iris Cable to the camera 3 e sure to switch the camera setting to Auto Iris or DC Iris Fixed Iris Check if there s anything blocking the lens ex lens cover 2 IBe sure to switch the camera setting to AES
24. supported this is a problem of too many con current users 4 If your con current user doesn t exceed the con current user we supported this is a problem of too many con current users Solution 1 There are two types of solution to solve this problem a Decrease the bit rate to increase the con current user Note Decrease the bit rate might cause the video quality to decrease as well b Decrease the number of con current user decrease the number of user by changing system design 8 2 2 Network block The possible causes could be as below 8 2 2 1 Insufficient instable network bandwidth Insufficient network bandwidth or instable network bandwidth is very likely to cause the network package to be lost during transmission Too many drop network packages will cause the latency to be poor Clarification 1 Because the latency problem disappears when connecting via cross over cable The problem definition will be as below Connection Type Latency Normal Previous network e Cross over e 2 Please bring the test result to your MIS or the one build up your network infrastructure and ask him to clarify if the network bandwidth is ok and stable Item Description Bit rate 3M Protocol Type 1 TCP 1 0 or TCP2 0 Number of 2 connections Connection Type Latency Normal Previous network e Cross over e 3 If yes this is not an ins
25. 1 Please read the Streaming Activator s software manual for how to setup the event setting Clarify if your settings are right 3 If yes this is NOT an inappropriate Streaming Activator event setting 4 If not this is an inappropriate Streaming Activator event client setting 266 Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 11 9 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 9 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway Streaming Version Activator event E mail setting E vent action Network Network diagram deployment Respective setting of switch routers 267 11 10 MD Problem Type 9 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4
26. 12 6 1 Management block The possible causes could be as below 12 6 1 1 Recording re cycling Clarification If you enable the re cycling recording the software will attempt to delete both while the HD space is insufficient a the oldest recording files b the event database related to the recording files 319 Then it will cause you not be able to a search through software b search through recording folder Solution Please read the software manual to find the best a Software setting b Hardware requirement for you to keep recordings for your desired time 12 6 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 2 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Software Version Schedule setting MDB file Software database Information about the recording you wish to find HD HD space Recording keep time 12 7 Record amp Playback Problem Type 6 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor E Imaging a Analbu5peed Oe
27. After Serial Setting Serial Setting The same Analog Video Network Platform Baud rate 4800 4800 yes Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes Parity Bit length Stop bit 6 6 2 2 Inappropriate Network platform Serial Setting Baud rate The problem is discussed in 6 3 1 1 please go there for details 6 6 2 3 Inappropriate Analog video Protocol setting These PTZ settings Protocol and Camera ID must be the same for Analog Video and Controlled device for PTZ function to work We will include both sections in this chapter below Clarification 3 First we have to check out the protocol of analog video and the controlled device depends on what device you use to control the PTZ the checkout procedure might be different Please refer to the table below fixed serial setting below for information PTZ setting No Description Analog Video Control device 1 Analog Camera Please refer to Please go the Video Server analog camera s control device PTZ manual setup page 2 IP PTZ camera with Please see table Please go the control device PTZ setup page IP PTZ camera with Adjustable serial setting Please refer to IP camera hardware manual Please go the control device PTZ setup page Please refer to the table below for how to differentiate the IP PTZ camera and relative settings
28. Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem 3 f not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 271 address instead of Domain name to connect to the video server IP camera an a contingency plan 11 10 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 10 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway Streaming Version Activator event E mail setting E vent action Network Network diagram deployment Respective setting of switch
29. IP Surveillance Solutions Monitor Imaging a AnalDu5peediDOTTe Management 24 a gt Storage I Management 4 ba acri Network 3 1 1 4 Imaging block The images are generated by IP camera or a video server connected to an analog camera All images are digitalized before transmitted via network 3 1 1 2 Network block All the data is transmitted via Ethernet Network There s no 11 3 1 1 3 3 1 1 4 coaxial cabling to transmit the video clip The network could be a LAN Local Area Network or a WAN Wide Area Network including Internet Monitor block Live images and recorded files are played onto PC monitor instead of Analog TV Monitor block All the images events are recorded into a PC with network connectivity to this network The images stored can be playback and searched in the future 3 2 Find your problem type Please see the table below for definition of each problem type Please see the problem type table from lower to higher 1 10 That s because the problem type with higher number relies on the problem type with lower number type Example If you have PTZ problem No 3 that means you has no problem with a Video server IP camera login Nol b Monitor No 2 IP Surveillance Solution Problem Type Table No Problem Type Description 1 Video Server IP You have the IP camera Video Server powered up but camera Login you fail to login
30. If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 16 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software Version Recording setting HD space PC login Authority As Admin power user lor user 299 11 17 MD Problem Type 16 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging AnalDu5peed Oe Management I Management lt 4 ad F Storage ba acti Y Network 11 17 1 None This is a normal situation Clarification 1 Since there re a lot of activities going on you are sure to have a lot of motion events Solution 1 We would recommend you to close the motion to event setting for these channels and change it to always on ex change it to always recording from record upon motion 300 11 18 MD Problem Type 17 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillanc
31. Model number Software Version Schedule setting MDB file Software database Information about the recording you wish to find HD HD space Recording keep time 37 12 15 Record amp Playback Problem Type 14 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage V LA ACTi Network 12 15 1 Storage block 12 15 1 1 Codec missing If the codec is not installed correctly you might not be able to playback the files Clarification 1 Install the codec of FFDshow provided in the product CD 2 Check if you can playback the recording now 338 3 If yes this is a codec missing problem 4 If not this is not a codec missing problem Solution 1 Make sure the codec is installed properly before you playback the file 12 15 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 2 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number
32. NVR Can you see RED square at the Video Adjust on the web configurator Detailed procedure will be added in next version 234 Step4 Other advanced clarification related to each problem Can your PC use the same FTP setting to send FTP Can your PC use the same e mail setting to send e mail Can your PC send DO signal to the video Detailed procedure server IP camera via cross over cable will be added in next version No Event MD problem Diagnostic Flow 1 Web Configurator N CA No Event MD problem Diagnostic Flow 2 Streaming Activator Lom mp 77 e 236 No Event MD problem Diagnostic Flow 3 NVR 11 1 2 False alarm MD problem diagnostic flow Check Item Remark Stepl Check the Control Device Step2 Are there a lot of activities in the shooting theme Step3 Are there Detailed procedure 1 Constant color shift will be added in 2 Constant lighting shift 3 A lot of noises next version N Go N False alarm MD problem Diagnostic Flow All 11 2 MD Problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnalDU5peed ore Management I 4 Management lt 4 ad E F St
33. Please provide the following item and give it to your MIS or your network architect for this problem Ask him for solution Category Sub category Settings FTP server Server PC Other FTP Client Server IP Account Password File Path Other 11 3 1 2 Inappropriate FTP client setting account and password The problem is discussed in 10 3 1 1 please go there for details 11 3 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 3 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect event setting LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting P address Submask Gateway Video server FTP setting Event action FTP server Server PC Other FTP Client Server IP Account Password File Path Other 244 11 4 MD Problem Type 3 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance So
34. Please see introduction about how to contact 5 4 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Camera Setting DC level Auto Iris or AES Other information during this troubleshooting 5 5 Monitor Problem Type 4 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T e T Imaging c e ArialbG Speed ore p IV Monitor Say ES umo 5 y Management 7 i Management lt 4 F Storage a ma LA ACTi i Y Network 5 5 1 Network block The possible causes could be as below 5 5 1 1 Inappropriate network port setup The network port setting of the video server IP camera should be the same as the configuration in Streaming Activator otherwise there might be no images coming out 46 Clarification l Login the camera and open streaming Activator to fill in the port setting table below aan Video St f or reamin Function Server IP Default value Function Activator camera Monitor HTTP 80 Register 6000 Streaming 6002 2 Check each function port a
35. Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software Version Recording setting HD space PC login Authority As Admin power user or user 284 11 14 MD Problem Type 13 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management i Management lt 4 E Storage ba acti Network 11 14 1 Network block The possible causes could be as below 11 14 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 285 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2
36. S i Imaging 4 AnalDU5peed ore Management I 4 Management lt 4 ad E F Storage ba acri Network 10 5 1 Image block The possible causes could be as below 10 5 1 1 Inappropriate network platform e mail client setting This problem could happen if you didn t setup the e mail client setting in the web configurator right Clarification 5 Please read the support package TS 00019 for how to setup the FTP client setting 179 6 Clarify if your settings are right 7 If yes this is NOT a network platform e mail client setting 8 If not this is a network platform e mail client setting Solution 2 Please refer to the support package TS 00019 for how to correctly set it 10 5 1 2 Inappropriate network platform event setting This problem could happen if you didn t setup the event setting in the web configurator right Clarification 5 Please read the support package TS 00019 for how to setup the event setting 6 Clarify if your settings are right 7 If yes this is NOT a network platform event setting 8 If not this is a network platform event setting Solution 2 Please refer to the support package TS 00019 for how to correctly set it 10 5 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about
37. Stepl Check the Control Device Step2 What DI DO function do you have problem with Step3 Can Streaming Activator Receive DI Operation procedure signal while connecting directly via will be added in cross over cable next version Step4 Other advanced clarification related to each problem Can your PC use the same FTP setting to send FTP Can your PC use the same e mail setting to send e mail Can your PC send DO signal to the video Operation procedure server IP camera will be added in next version 167 DI O problem Diagnostic Flow 1 Web Configurator 168 DI O problem Diagnostic Flow 2 Streaming Activator 169 DI O problem Diagnostic Flow 3 NVR Streaming Explorer Les me 7 170 10 2 DIO problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES i i Imaging 4 AnaogbpeediDome Management I 4 Management lt 4 ad E F Storage ba acri Network 10 2 1 Image block The possible causes could be as below 10 2 1 1 Inappropriate network platform FTP client setting This problem could happen if you didn t setup the FTP client setting in the web configurator right Clarification Please read the support package TS
38. Submask Gateway Video server event setting E MAIL setting E vent action E MAIL server Server PC Other E MAIL Client Server IP Account Password File Path Other N N 11 7 MD Problem Type 6 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best IMPEG 4 IP Surveillance Solutions Monitor i T Imaging en AnalDU5peed ore iV Monitor gt Management d l Management lt 4 F Storage DA acti E PNetwork M Analog Video Network 11 7 1 Image block The possible causes could be as below 11 7 1 1 Inappropriate DO devices The problem can be resulted by a Inappropriate DO devices or b Inappropriate DO connections 253 Clarification Please read the support package TS 00045 to clarify if your DO device spec is right 2 Please read the support package TS 00045 to clarify if your DI connection is right 3 If yes this is NOT a DO device or DO connection problem 4 If not this is a DO device or DO connection problem Solution 1 Please refer to the support package TS 00045 for how to correctly set it 11 7 1 2 Inappropriate DO connections The problem is discussed in 10 8 1 1 please go there for details 11 7 1 3 Inappropriate network platform eve
39. TV monitor setting issue 4 If not this is PC TV monitor setting issue Solution 1 Adjust the video parameter of the PC TC monitor following the monitor manual to make the color right 7 2 A f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 2 4 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Software version Network Video Type Platform Video Hue Brightness Contrast Saturation Software Video Video Type setting Hue Brightness Contrast Saturation Other details you find during clarification 7 3 Video Quality problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor Em e Er Imaging e ArialbG Speed ore y it Pa iV Monitor Suy RM Management 7 i Management lt 4 sH gt Storage ba acti Network 7 3 1 Image block The possible causes could be as below 7 3 1 4 Inappropriate Analog vi
40. Use it to connect Software version Video Server Use it to connect LAN IP setting IP address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway PC IP setting Use it to connect IP address Submask Gateway Chapter 6 PTZ Problem In this Chapter we will focus the problem that you can 1 Can login the video server IP camera 2 Can monitor the image 3 Can t control camera s PTZ function We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 6 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the Login Problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark Stepl Check the Control Device Step2 Check if you can control the PTZ the Video server Transcoder s analog output on a TV monitor Step3 Connect the PC directly to the Video server Transcoder then via cross over cable Then input the Video server Transcoder IP Step4 Refer to the section of each problem type to do root cause clarification and find respective solutions PTZ problem Diagnostic Flow 6 2 P
41. WAN IP setting IP address Submask Gateway Streaming Version Explorer Network Network diagram deployment Respective setting of switch routers 10 17 DIO problem Type 16 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T Imaging es AnalDU5peed ore p IV Monitor Suy Ee ms y Management 4 l Management lt 4 F Storage Network 10 17 1 Image block The possible causes could be as below 10 17 1 1 Inappropriate DO devices The problem can be resulted by a Inappropriate DO devices or b Inappropriate DO connections Clarification 231 1 Please read the support package TS 00045 to clarify if your DO device spec is right 2 Please read the support package TS 00045 to clarify if your DI connection is right 3 If yes this is NOT a DO device or DO connection problem 4 If not this is a DO device or DO connection problem Solution 1 Please refer to the support package TS 00045 for how to correctly set it 10 17 1 2 Inappropriate DO connections The problem is discussed in 10 17 1 1 please go there for details 10 17 2 Network block The possible causes could be as below 10 17 2 1 Inappropriate network port setting The problem could be th
42. and TCP2 0 TCP2 0 and TCP1 0 supporting product list Note For TCP1 0 and TCP2 0 please also make sure the firmware version as below TCP1 0 The firmware function should be after 1 03 02 TCP2 0 The firmware and TCP 1 0 supporting product list 2 If your using environment is in the grey area above this is a Streaming Activator version problem 48 Solution 1 Please go to our website to download the newest Streaming Activator software http www acti com support support index asp 5 5 3 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 5 5 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Use it to connect Software version Video Server Use it to connect LAN IP setting IP address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway PC IP setting Use it to connect IP address Submask Gateway 49 5 6 Monitor Problem Type 5 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block mi
43. and above U N CA 12 10 Record amp Playback Problem Type 9 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S E E 3 Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage Network 12 10 1 Storage block 12 10 2 Management block The possible causes could be as below 12 10 2 1 Inappropriate recording setting This problem could happen if your recording settings are wrong Clarification 1 Please read the NVR s software manual for how to setup 326 the record setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate recording setting 4 If not this is an inappropriate recording setting Solution Please refer to the NVR s software manual for how to correctly set it 12 10 2 2 Inappropriate PC authority This problem could happen if your have limited PC authority which will cause you problem when a Executing program b Save recordings Clarification 1 Please check if you login this PC as Administrator or any account with the same authority 2 If yes this is NOT an inappropriate PC authority 3 f not this is an inappropriate PC authority Solution 1 Always login this PC as Administrator 12 10 2 3 Insuff
44. ba acti Network 12 8 1 Management block 12 8 1 1 Unauthorized delete or rename the recording file Clarification 1 This problem happens only when someone a deletes the file name b rename the previous recording file Solution 1 Make sure the unauthorized entry and operation of the PC 323 12 9 Record amp Playback Problem Type 8 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor z Analbu5peed Oe Imaging TUN Sa Management l Management lt 4 i Streaming Activator XL E gt Storage Bias l ba acri Gm PNetwork MEME Analog Video Network 12 9 1 Management block 12 9 1 1 Inappropriate database handling This problem happens only on Streaming Activator version before 1 37 exclude 1 37 Clarification If you enable the re cycling recording the software will attempt to delete both while the HD space is insufficient a the oldest recording files 324 b the event database related to the recording files This problem happens when the software a delete the oldest recording b keep the event database related to the recording files Only on Streaming Activator with version 1 36 xx and before has this problem Solution 1 Please upgrade your Streaming Activator version to 1 37
45. cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Imaging 4 AnaogbpeediDome Management I Management lt 4 F Storage ba acri Y Network 7 10 1 Monitor Management Storage block The possible causes could be as below 7 10 1 1 Too many con current users The mosaic problem might happen if there are too many con current users connecting to the video server IP camera and cause it overload Clarification 1 Please fill in the table below about the video setting and 140 number of con current users If you use one PC to record and one PC to view the images there are two con current user of this video server IP camera Item Description Bit rate Protocol Type TCPI1 0 or TCP2 0 Number of connections Please refer to the support package TS 00104 and your video setting in web configurator for Protocol type are you using Example Item Description Bit rate 3M Protocol Type 1 TCP1 0 or TCP2 0 Number of 2 connections 2 Refer to the table below to find out the con current user we support This table is divided by different combination of bit rate and protocol types Protocol type Bit rate TCP 1 0 TCP2 0 3M 1 2 1 5M 3 6 750K 6 12 3 If your con current user exceeds the con current user we supported this is a problem of too many co
46. from IP camera via Transcoder 13 1 3 Connect this IP camera to an analog monitor 13 1 4 View the IP camera images in a way you wish to test Example If you want to test the latency of our Transcoder please connect the Transcoder to this IP camera and display images on to another monitor NOTE The frame rate setting of this IP camera or this video server should be real time NTSC 30fps PAL 25fps to make this latency test precise 13 1 5 Use Digital Still Camera to capture the Counter difference between two displays Monitor B Monitor A Images from IP camera via Original images from counter Transcoder window 13 1 6 Get your latency Minus the counter number from monitor A by counter number from monitor B to get your latency Example As shown in picture the latency is 10fps 04 45 13 04 45 03 13 1 7 Check if the latency ok Below is the standard latency result If your latency is higher than that there is a latency problem Latency Protocol Type ms TCP1 0 TCP2 0 NTSC 330 423 232 297 345 PAL 400 520 280 360 346
47. 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T e Imaging I e AnaogbpeediDome p rV Monitor Suy Eo vnm 5 y Management 4 i Management lt 4 F gt Storage Network 5 2 1 Network block The possible causes could be as below 5 2 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 33 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes No HTTP 80 Register 6000 Streaming 6002 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN _ Port name Port number Login Yes Yes HTTP View image Yes No HTTP Register Streaming 3 Please provide the definition table above to your MIS or your network architect for th
48. 1 Network block The possible causes could be as below 11 8 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 256 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming MD signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution N 11 8 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Vid
49. 1 RS 485 Default RS 232 3 RS 422 Yes After Serial Connection type No Description Analog camera Control Panel 89 1 RS 485 RS 232 3 RS 422 Yes Yes Serial Physical Connection Solution 2 Follow the serial physical connection diagram in Clarification Step 4 Then correct them accordingly 6 5 1 6 Inappropriate Network platform Serial Physical Connection if you are connecting a video server to an analog camera The problem is discussed in 6 3 1 5 please go there for details 6 5 2 Management block The possible causes could be as below 6 5 2 1 Inappropriate panel protocol The problem is discussed in 6 1 1 1 please go there for details 6 5 2 2 Inappropriate panel baud rate parity stop bit setup The problem is discussed in 6 1 1 3 please go there for details 6 5 2 3 Inappropriate panel model number Because there are so many proprietary control panels on the market sometimes the PTZ fail just because the control panel is not compatible with the video server Clarification 1 Check with the IP camera or Analog camera vendor for its compatibility Or you can test by yourself Solution 1 Replace it with the control panel approved by the IP camera or analog camera vendor 90 6 6 PTZ problem Type 5 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might
50. 11 1 Storage block 12 11 1 1 Inappropriate schedule setup This problem could happen if you didn t setup the schedule setting in the software right Clarification 1 Please read the software s manual for how to setup the event setting 2 Clarify if your settings are right 329 3 If yes this is NOT an inappropriate schedule setting 4 If not this is an inappropriate schedule setting Solution 1 Please refer to the software manual for how to correctly set it 12 11 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 12 11 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Software Version Schedule setting MDB file Software database 330 12 12 Record amp Playback Problem Type 11 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S E zi 3 Imaging lt 4 AnalDU5peed ore Management I Management lt 4 F Storage ba acti Network 12 12 1 Image Block The possible causes could be as below 12
51. 12 1 1 Inappropriate network platform Time setting If you doesn t setup the Time in the video server IP camera well you might be able to find the file That s because ACT s recordings has the time embedded and the software search the recordings by its time embedded in the recorded file 331 Clarification 1 This is clear that your time of the video setting is wrong as you can see from the search result Solution 1 Please refer to the firmware manual of the video server IP camera for how to set it up 12 12 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 12 12 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server INTP Time setting Manual Time zone Other things you find during clarification U O2 N 12 13 Record amp Playback Problem Type 12 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging A AnaogbpeediDome Management I a Management lt 4 d d
52. 3 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 9 3 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Bit rate Protocol type Gateway Software Number of con current user Network Network diagram deployment Respective setting of switch routers 166 Chapter 10 DIO event Problem In this Chapter we will focus the problem that you 1 Can login the video server IP camera 2 Can monitor the image 3 You can t use DI and DO function Example You can t record every time you receive DI or you can t manually trigger DO We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 10 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the DI O Problem You can see a table right beside each problem type indicating which building block of the IP surveillance might cause the problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark
53. Clarification 1 Check out your local TV video type NTSC PAL and the IP camera analog camera s video type NTSC PAL 127 Analog Video Type TV camera IP The same camera NTSC PAL Check if the TV video type is the same as the IP camera analog camera Example Analog Video Type TV camera IP The same camera NTSC o o PAL o If the video type is the same this is not an analog video video type problem Ifthe video type is not the same this is an analog video video type problem Solution Replace the current camera with a right video type camera Example Before Analog Video Type TV camera IP The same camera NTSC o x o PAL o After Analog Video Type TV camera IP The same camera NTSC e e No PAL 7 6 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 6 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Serial setting Analog Video Video Type Environment TV video type condition Electric frequency Other details you find during clarification 129
54. Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 Yes gt 6000 Streaming 6002 7002 Yes 5 gt 6002 5 6 2 Monitor block The possible causes could be as below 5 6 2 1 Inappropriate Streaming Explorer version For some previous Streaming Explorer version it doesn t support all our IP cameras Then it could cause the monitor to fail Clarification 1 Check the table below to see if it is a Streaming Explorer version problem Video Server IP camera Protocol version Streaming Activator version TCP1 0 TCP2 0 Version before i OK OK Fail Fail 1 0 Version after i3 OK OK OK OK Note Please refer to the support package TS 00104 Firmware function comparison table of TCP1 0 and TCP2 0 TCP2 0 and TCP1 0 supporting product list Note For TCP1 0 and TCP2 0 please also make sure the firmware version as below TCP1 0 The firmware function should be after 1 03 02 TCP2 0 The firmware and TCP1 0 supporting product list 2 If your using environment is in the grey area above this is a Streaming Explorer version problem Solution l Please go to our website to download the newest CA N Streaming Activator software http www acti com support support index asp 5 6 3 f problem not solved how to report this problem If the solution abo
55. Setting issue Solution 3 Follow the table below to adjust the setting of the Analog Video and Control Panel and make all the serial settings the same Example Before Serial Setting Serial Setting The same Analog Video Control Panel Protocol Pelco P Pelco D No Camera ID 1 1 Yes After Serial Setting Serial Setting The same Analog Video Control Panel Protocol Pelco P Pelco P No Camera ID 1 1 Yes 6 5 1 4 Inappropriate Analog Video Camera ID setup The problem is discussed in 6 3 1 3 please go there for details 86 6 5 1 5 Inappropriate Network platform Serial type setup if you are connecting a video server to an analog camera The serial connection problem might happen ONLY on video server analog cameras If you are not using video servers analog cameras please skip this section The serial connection type and serial physical connection have to be right on both Video server and Analog cameras for PTZ function to work Thus we put them both Clarification 1 Check out the serial connection type of the analog camera and video servers and fill in the table below Serial Connection type No Description Analog camera Video server 1 RS 485 g Default 7 RS 232 a 3 RS 422 ii Please refer to the analog camera s hardware manual for its serial connection type Sample table S
56. WAN IP setting P address Submask Gateway Streaming Version Activator event E vent action Network deployment Network diagram Respective setting of switch routers 207 10 12 DIO problem Type 11 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor Imaging 4 AnaogbpeediDome Management I a Management lt 4 d E F Storage ba acri Network 10 12 1 Management block The possible causes could be as below 10 12 1 1 Inappropriate recording setting This problem could happen if your recording settings are wrong Clarification Please read the Streaming Activator s software manual for how to setup the record setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate recording setting 208 4 If not this is an inappropriate recording setting Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 10 12 1 2 Inappropriate PC authority This problem could happen if your have limited PC authority which will cause you problem when a Executing program b Save recordings Clarification 1 Please check if you login this PC as Administrator or any account with the same authorit
57. and fill in the table below Serial Connection type No Description Analog camera Video server 1 RS 485 g Default 7 RS 232 a 3 RS 422 Please refer to the analog camera s hardware manual for its serial connection type Sample table Serial Connection type No Description Analog camera Video server 1 RS 485 Default 2 RS 232 RS 422 Yes 2 If all the Serial Connection type is the same in Analog Camera and Video server this is not a Serial Connection type Then we go on next step to check out serial physical connection 3 If any of the Serial Connection type is not the same in Analog Camera and Video server this is a Serial Connection type issue Please go to solution to solve it 71 first Follow the system diagram below for how does each serial physical connection goes You might need to refer to video server and speed dome s hardware manual for it s serial pin details RS 485 Data Data Analog Camera e Data Data Video Server RS 232 T R GND D Analog Camera e T R GND Video Server oe Analog Camera P T IT R T IT R di Video Server 5 If yourconnection is the same as above this is not a serial physical connection problem 6 If yourconnection is not the same as above this is a seri
58. below 9 3 1 1 Too many con current users The Jitter problem might happen if there s too many con current user connecting to the video server IP camera and cause the it overload Clarification 163 1 Please fill in the table below about the video setting and number of con current users If you use one PC to record and one PC to view the images there are two con current user of this video server IP camera Item Description Bit rate Protocol Type TCP1 0 or TCP2 0 Number of connections Please refer to the support package TS 00104 and your video setting in web configurator for Protocol type are you using Example Item Description Bit rate 3M Protocol Type 1 TCP1 0 or TCP2 0 Number of 2 connections 2 Refer to the table below to find out the con current user we support This table is divided by different combination of bit rate and protocol types Protocol type Bit rate TCPI 0 TCP2 0 3M 1 2 1 5M 3 6 750K 6 12 3 If your con current user exceeds the con current user we supported this is a problem of too many con current users 4 If your con current user doesn t exceed the con current 164 user we supported this is a problem of too many con current users Solution 1 There are two types of solution to solve this problem a Decrease the bit rate to increase the con current user Note Decrease the b
59. cause this problem Best IMPEG 4 IP Surveillance Solutions Monitor f n aui Er Imaging T E z AnalDU5peed oe gt rV Monitor Say pe mm y Management T t l Management lt 4 F Storage b acri Y Network 6 6 1 Image block Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem 91 Best MPEG 4 IP Surveillance Solutions Monitor Imaging AnalDU Speed oie Management a Management 4 4 os aF gt Storage E iP Network MEME Analog Video Network 6 6 2 Image block The possible causes could be as below 6 6 2 1 Inappropriate Analog video Serial setting Baud rate Parity Bit length Stop bit These serial setting baud rate parity stop bit must be the same for analog video and network platform for PTZ function to work We will include both sections in this chapter below 92 Clarification 1 First we have to check out the serial settings of analog video and control device Web configurator The checkout procedure might be different Please refer to the table below Serial Setting No Description Analog Video Control device Analog Camera Please refer to Please login the Video Server analog camera s web configurator manual 2 IPPTZ camera with Please see table Please logi
60. for it s serial pin details RS 485 Data Data Analog Camera e Data Data Video Server RS 232 T R GND D Analog Camera e T R GND Video Server 100 oe Analog Camera P T IT R T IT R di Video Server 10 If your connection is the same as above this is not a serial physical connection problem 11 If your connection is not the same as above this is a serial physical connection problem Serial Connection Type Solution 3 Refer to the previous table and adjust both connection type to be the same please follow the video server s hardware manual Example Before Serial Connection type No Description Analog camera Video server 1 RS 485 Default 2 RS 232 3 RS 422 Yes After Serial Connection type No Description Analog camera Video server 1 RS 485 101 2 RS 232 RS 422 Yes Yes Serial Physical Connection Solution 3 Follow the serial physical connection diagram in Clarification Step 4 Then correct them accordingly 6 6 2 6 Inappropriate Network platform Serial Physical Connection if you are connecting a video server to an analog camera The problem is discussed in 6 3 1 5 please go there for details 6 6 3 Network block The possible causes could be as below 6 6 3 1 In
61. how to contact 10 5 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version 180 Video Server LAN IP setting Use it to connect IP address Submask Gateway Video Server WAN IP setting Use it to connect IP address Submask Gateway Video server event setting E mail Client setting E vent action Network deployment Network diagram Respective setting of switch routers 181 10 6 DIO problem Type 5 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T e Imaging I e AnaogbpeediDome p rV Monitor Suy Eo vnm 5 y Management 4 i Management lt 4 F gt Storage Network 10 6 1 Management block The possible causes could be as below 10 6 1 1 Inappropriate e mail server setup The problem could be a inappropriate e mail server setup b inappropriate e mail client setting We will discuss both in this section 182 Clarification 1 Because you fail to connect the e mail setting using your own PC that means there s something wrong about the a e mail server setup and
62. issue might be caused by in appropriate Video Type Clarification l Login the video server IP camera to check out its video parameter and fill in the table as below gt gt Video Display gt gt Host Setting gt gt WAN Setting gt gt Date Setting Vene LL gt gt Video Adjust gt gt User Account gt gt System Info gt gt Firmware gt gt Factory Default I Save Reboot I x SD den I Brightness ss zl I gt gt Logout I 50 100 I Saturation NNNENENENEEEENINCCSS Tos l i 0 50 100 I i Contrast M 5 i I I L I DER 50 100 Copyright 2003 2005 ACTi Corporation All Rights Reserved Fill them in the video parameter table below Your setting Recommended Monitor Type Video server parameter IP camera Video Type NTSC PAL Hue 50 50 109 Brightness 55 55 Contrast 55 55 Saturation 85 85 2 If these video parameters are the same as recommended this is not a network platform video parameter problem 3 If any of these video parameters are not the same as recommended this is a network platform video parameter problem Solution 1 Adjust the video parameter to make it exactly the same as the one in recommended 7 2 2 Management block Block The possible causes could be as below 7 2 2 1 Inappropriate Software Video Parameter setup The in correct image color might be resulted in correct Softwa
63. it to connect WAN IP setting P address Submask Gateway Video server E vent action event setting Network Network diagram deployment Respective setting of switch routers 186 10 8 DIO problem Type 7 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best IMPEG 4 IP Surveillance Solutions Monitor i T Imaging en AnalDU5peed ore iV Monitor gt Management d l Management lt 4 F Storage DA acti Ge IP Network MEME Analog Video Network 10 8 1 Image block The possible causes could be as below 10 8 1 1 Inappropriate DO devices The problem can be resulted by a Inappropriate DO devices or b Inappropriate DO connections 187 Clarification Please read the support package TS 00045 to clarify if your DO device spec is right 2 Please read the support package TS 00045 to clarify if your DI connection is right 3 If yes this is NOT a DO device or DO connection problem 4 If not this is a DO device or DO connection problem Solution 1 Please refer to the support package TS 00045 for how to correctly set it 10 8 1 2 Inappropriate DO connections The problem is discussed in 10 8 1 1 please go there for details 10 8 2 If problem not solved how to report this problem
64. name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 If the check fails this is a network communication problem 204 5 If the check ok this is not a network communication problem Solution Follows the support package TS 00009 to build up the 1 10 11 1 3 internet communication step by step Blocked by firewall if you were connecting via WAN The problem is discussed in 10 11 1 2 please go there for details 10 11 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firm
65. often please gather problem information and contact our sales Power up problem Ifthe problem happens very often please gather problem information and contact our sales 5 4 1 3 Analog Video BNC wiring fail It happens only when you are using a video server connecting to an analog camera This could be the camera s BNC wiring fail that 43 causes the video server receive no video signal Clarification 1 Get a BNC cable from a working system a BNC cable that works fine 2 Connect the Video server to the IP camera via the BNC cable and see if you can see the image via analog output 3 If yes this is the BNC wiring problem 4 If not this is not the BNC wiring problem Solution 1 Simply replace current BNC cable with a working one 5 4 1 4 Analog Video DC level adjust It happens for IP camera or analog camera with DC level adjusts If the DC level is set to very low the image will be completely dark That is because the DC level directly affects the brightness of the camera Clarification 1 Increase the DC level according to the hardware manual 2 Seeifthe images is ok 3 If yes this is DC level problem 4 Ifnot this is not DC level problem Solution 1 Adjust the DC level according to your environment 44 5 4 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales
66. parity stop bit setting 6 6 4 2 Inappropriate PTZ setting protocol camera ID The problem is discussed in 6 3 1 1 please go there for details The problem is discussed in 6 3 1 3 please go there for details 103 6 6 5 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 6 6 5 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Software version Analog Video Serial Type Serial setung Connection diagram Baud rate Byte length stop bit Network HTTP port Platform Streaming port Control port Register port Software PTZ Serial Type setting Connection diagram Baud rate Byte length stop bit Software port HTTP port setting Streaming port Control port Register port Other details you find during clarification 104 Chapter 7 Video Quality Problem In this Chapter we will focus the problem that you can Can login the video server IP camera 2 Can monitor the image 3 Video Quality is not good We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will exam
67. problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Software version Analog Video Serial Type Serial setung Connection diagram Baud rate Byte length stop bit Network HTTP port Platform Streaming port Control port Register port Software PTZ Serial Type setting Connection diagram Baud rate Byte length stop bit Software port HTTP port setting Streaming port Control port Register port Other details you find during clarification 76 6 4 PTZ problem Type 3 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Ew A EX z Imaging e ArialbG Speed DOTT e V Monitor a E EE J an Management d i Management lt 4 F Storage a ma n8 LA ACTi Y Network 6 4 1 Management block The possible causes could be as below 6 4 1 1 Inappropriate control panel connection The Control panel connection to Streaming Activator PC might be wrong and cause the PTZ control to fail 77 Clarification 1 Check out the control panel connection type by referring to the hardware manual No Description Serial Co
68. routers 11 11 MD Problem Type 10 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T Imaging es AnalDU5peed ore p IV Monitor Suy Ee ms y Management 4 l Management lt 4 F Storage Network 11 11 1 Image block The possible causes could be as below 11 11 1 1 Inappropriate DO devices The problem can be resulted by a Inappropriate DO devices or b Inappropriate DO connections Clarification 1 Please read the support package TS 00045 to clarify if 273 your DO device spec is right 2 Please read the support package TS 00045 to clarify if your DI connection is right 3 If yes this is NOT a DO device or DO connection problem 4 If not this is a DO device or DO connection problem Solution 1 Please refer to the support package TS 00045 for how to correctly set it 11 11 1 2 Inappropriate DO connections The problem is discussed in 10 17 1 1 please go there for details 11 11 2 Network block The possible causes could be as below 11 11 2 1 Inappropriate network port setting The problem could be the inappropriate network infrastructure Clarification 1 Check out the port settings below of the web configurator and the Streaming Explorer
69. see the table below for advanced action Test result Action No f Enhance local Image clear Noises AGC setting lighting 1 Yes OFF 2 Yes Yes ON Yes Yes ON Yes Solution 1 The solution is listed in the clarification procedure 7 11 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 11 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Analog Video AGC setting Day Night setting If the camera supports Environment Lighting condition Others information you find during test 147 7 12 Video Quality problem Type 11 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S Ew 7 E z Imaging e Analog Speed DOE e V Monitor gt Management d x i Management lt 4 F Storage a ma n8 LA ACTi Y Network 7 12 1 Other The possible causes could be as below 7 12 1 1 Unknown It is rare to see images with noise while the video
70. servers IP cameras analog output has no noise Please prepare a snapshot of the analog image and a recording file of the digital images 148 Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software model Software version Video Server A snapshot of analog image Software Video clip of the digital images 149 Chapter 8 Latency Problem In this Chapter we will focus the problem that you Can login the video server IP camera 2 Can monitor the image 3 The latency is very big We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 8 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the Login Problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark Stepl Check the Control Device Step2 Is the latency ok when connected directly Please refer to via cross over cable appendix A for how to test latency Latency problem Diagnostic Flow 150 8 2 Latency problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled
71. setting E vent action Network deployment Network diagram Respective setting of switch routers 10 3 DIO problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Ew A EX z Imaging e ArialbG Speed DOTT e V Monitor a Suy a 7 Management 4 i Management lt 4 F Storage Network 10 3 1 Management block The possible causes could be as below 10 3 1 1 Inappropriate FTP server setup The problem could be a inappropriate FTP server setup b inappropriate FTP client setting We will discuss both in this section 174 Clarification 1 Because you fail to connect the FTP setting using your own PC that means there s something wrong about the a FTP server setup and b FTP client setting 2 Because this problem involves mostly about your network and MIS infrastructure it s less possible for us to provide the solution Solution 1 Please provide the following item and give it to your MIS or your network architect for this problem Ask him for solution Category Sub category Settings FTP server Server PC Other FTP Client Server IP Account Password File Path Other 10 3 1 2 Inappropriate FTP cl
72. setting This problem could happen if your recording settings are wrong Clarification 13 Please read the Streaming Activator s software manual for how to setup the record setting 14 Clarify if your settings are right 309 15 If yes this is NOT an inappropriate recording setting 16 If not this is an inappropriate recording setting Solution 4 Please refer to the Streaming Activator s software manual for how to correctly set it 12 2 1 2 Inappropriate PC authority This problem could happen if your have limited PC authority which will cause you problem when a Executing program b Save recordings Clarification 10 Please check if you login this PC as Administrator or any account with the same authority 11 If yes this is NOT an inappropriate PC authority 12 If not this is an inappropriate PC authority Solution 4 Always login this PC as Administrator 12 2 1 3 Insufficient HD space If your HD space is not sufficient you will have problem recording files Clarification 13 Open Streaming Activator 14 See if there s HD insufficient warning pop out right after you login 15 If not this is NOT an insufficient HD space 16 If not this is an insufficient HD space Solution 7 Your system must have enough HD space for software to 310 record all the time 8 Pleaserefer to each software s manual for the space required 12 2 2 If problem not solved how to re
73. setting Camera ID 1 CAM 6100 Adjustable Camera ID Pelco P Adjustable Pelco D VCL 1 255 2 CAM 6200 Adjustable Camera ID Pelco P Adjustable Pelco D Eyeview 1 255 3 CAM 6500 Adjustable Camera ID Pelco P Adjustable 68 Pelco D Dynacolor 1 255 4 CAM 6600 Adjustable Camera ID Pelco P Adjustable Pelco D Dynacolor 1 255 This protocol is marked as DSCP in the hardware manual If the control device is Streaming Activator please go to the page to find its PTZ setting Please refer to the table below for how to differentiate the IP PTZ camera and relative settings Baud Rate ssoo Parity NOPARITY x Byte Size e StopBit onesrorsr Pan Speed Minimum 7 z Pan Speed Maximum 5 Pan Speed Defautt 3 z Tilt Speed Minimum 1 gt Tilt Speed Maximum 5 x Tilt Speed Default 3 Control Panel Information E E Enable Control Panel T ComPot BaudRate Perit s Byte Size Sepe g Apply Apply to All Channel Cancel 2 Then fill in the table below and check out if the settings from Analog Video and Network Platform are the same for each serial setting PTZ Setting Serial Setting The same Analog Video Control device Protocol Camera ID Sample table Serial Setting Serial Setting The same Analog Video Control device
74. the settings as below E AAH O Q OQ G 19 OQG Pw U G Ww Wad Fcnnguration Channel 11 PTZ Information Enable PTZ Protocol DynaColor CAM 5600 J Add Protocol Deiete Protocol Parity NOPARITY E Byte Size i Pan Speed Maximum 5 v Tilt Speed Maximum zl BaudRate 9600 Stop Bit ONESTOPBIT z r Control Panel Information Enable Control Pane v Parity HOPARITY Byte Size 8 Stop Bit oMEsTOPBIT j epo Apply to All Channel Cancel 2 Check if all the setting is the same Sample table Panel connection settings The No Description ame Control Panel Streaming Activator i 1 Baudrate 4800 9600 No 2 Parity No No Yes 3 Byte length 8 8 Yes 4 Stop bit 1 Yes 5 Com port 2 2 Yes 3 If all the settings are the same this is not a Panel connection settings problem 4 Ifany of the settings is not the same this is a Panel connection setting problem Solution 1 Follow the table below to adjust the setting of the Control Panel and Streaming Activator and make all the Panel connection settings for how to adjust each setting please refer to hardware manual and software manual 80 6 5 PTZ problem Type 4 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions
75. the web configurator to setup 2 Monitor You can t view live images from the IP camera Video Server 3 PTZ control You can t control the Pan Tilt Zoom of the IP camera or the PTZ device connected to a video server 4 Video Quality You don t like the quality of the video it could be wrong color rendering image blur mosaic and anything about video quality 5 Latency You feel a lot of latency Time difference between the actual event and the video displayed on the monitor 6 Video Jitter You feel the video displayed on the monitor is jumping not smooth 7 DIO event 1 You can t receive DI Digital Input signal from sensors 2 You can t trigger DO device via DO 8 MD event 1 You can t trigger event upon Motion Event 9 Recording amp Playback mO You can t record manually on schedule by motion or by event 2 The recording is okay but you can t find the recorded file 10 NVR login formal 1 You fail to login the NVR version Chapter 4 Login Problem In this Chapter we will focus the problem that you can t login the Video server We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 4 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the
76. to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 3 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Analog Video Video Type White balance setting On site situation Other details you find during clarification 118 7 4 Video Quality problem Type 3 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Ew 7 EZ z Imaging 4 So e ArialbG Speed ore V Monitor gt Management d i Management lt 4 F Storage Network 7 4 1 Image block The possible causes could be as below 7 4 1 4 Inappropriate Analog Video Focus If the focus is not right the image is likely to be blurred Clarification l First we have to what kind of camera you are using 119 2 Then refer to the table below for adjusting the focus and see if the image becomes clear Camera Type Manually Adjust via adjust the lens software remotely Box Dome camera o with Fixed lens Box Dome camera o with varifocal lens Zoom lens
77. using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 219 address instead of Domain name to connect to the video server IP camera an a contingency plan 11 12 2 Management block The possible causes could be as below 11 12 2 1 Inappropriate Streaming Activator event setting This problem could happen if you didn t setup the event setting in the Streaming Activator right Clarification 1 Please read the Streaming Activator s software manual for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate Streaming Activator event setting 4 If not this is an inappropriate Streaming Activator event client setting Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 11 12 3 If problem not solved h
78. with day night function This problem is because of the focus shift between the day night modes of the camera This problem happens only on camera a with day night function b without lens built in lens is bought in addition to the camera please see the table below Day Night cameras Possible lens type problem Camera Type Model No Box camera CAM 5120 Yes CAM 5220 Yes CAM 5320 Yes Zoom lens CAM 5140 camera CAM 5150 Speed dome CAM 6110 CAM 6120 CAM 6220 CAM 6230 i CAM 6510 CAM 6520 i CAM 6610 CAM 6620 i Clarification 1 If you are using the camera above marked with this possible les type problem then you have to check the lens type you use Item Focus situation h either Day Night In switching between situation Day Night situation Normal Lens IR correct o 2 If you are using IR correct lens this is not an analog video lens type problem 3 If you are not using IR correct lens this is an analog video Lens type problem Solution 1 Please purchase the lens with IR correct function to ensure the focus right in switching between Day Night modes 7 4 1 4 Inappropriate Analog Video OSD setting for cameras supporting OSD function This is discussed in 7 4 1 1 Please go there and see details 7 4 2 f problem not solved how to report this problem If the solution above can t solve the problem p
79. 00019 for how to setup the FTP setting 171 2 Clarify if your settings are right 3 If yes this is NOT a network platform FTP client setting 4 Ifnot this is a network platform FTP client setting Solution 1 Please refer to the support package TS 00019 for how to correctly set it 10 2 1 2 Inappropriate network platform event setting This problem could happen if you didn t setup the event setting in the web configurator right Clarification 1 Please read the support package TS 00019 for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT a network platform event setting 4 If not this is a network platform event setting Solution 1 Please refer to the support package TS 00019 for how to correctly set it 10 2 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 2 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting IP address Submask Gateway Video Server WAN IP setting Use it to connect IP address Submask Gateway Video server event setting FTP
80. 1 or D020n DO2 Off Ea 3 5 s wi w 2 Mi iB 3 Int Steam B ACTi J Outoo 2 Serial Adobe 8 22 VQrL F FF 06 31 4 Then fill in the table below and check out if the settings from Analog Video and Network Platform are the same for each serial setting PTZ Setting Serial Setting The same Analog Video Control device Protocol Camera ID Sample table Serial Setting Serial Setting The same 97 Analog Video Control device Protocol Pelco P Pelco D No Camera ID il 1 Yes 7 If all the PTZ settings are the same in Analog Video and Control device this is not a PTZ Setting issue 8 If any of the PTZ settings is not the same in Analog Video and Control device this is a PTZ Setting issue Solution 4 Follow the table below to adjust the setting of the Analog Video and Network platform and make all the serial settings the same Example Before Serial Setting Serial Setting The same Analog Video Control device Protocol Pelco P Pelco D No Camera ID 1 1 Yes After Serial Setting Serial Setting The same Analog Video Network Platform Protocol Pelco P Pelco P No Camera ID 1 1 Yes 6 6 2 4 Inappropriate Analog Video Camera ID setup The problem is discussed in 6 3 1 3 please go there for details 6 6 2 5 Inappropriate Network platform Serial type se
81. 2 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 198 5 If the check ok this is not a network communication problem Solution Follows the support package TS 00009 to build up the 1 10 10 1 3 internet communication step by step Blocked by firewall if you were connecting via WAN The problem is discussed in 10 10 1 2 please go there for details 10 10 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that up
82. 3h OH Address ID h I i BaudRate 4800 f EnablePTZ l r Bigitel Output E DO1 on D01 Off DO2 On DO2 Off rata o 9 15 5 wi 2 Mi JJ gt ii Stream RA ACTI 13 Outloo 5 Serial Ej Adote S ZAI 3g QBALOS FF 06 31 2 Then fill in the table below and check out if the settings from Analog Video and Control device are the same for each serial setting Serial Setting Serial Setting The same Analog Video Control device Baud rate Parity Byte length Stop bit Sample table Serial Setting Serial Setting The same Analog Video Control device Baud rate 4800 9600 No Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes 94 3 fall the serial settings are the same in Analog Video and Network platform this is not a Serial Setting issue 4 Ifany of the serial settings is not the in Analog Video and Network platform this is a Serial Setting issue Solution 2 Follow the table below to adjust the setting of the Analog Video and Control device and make all the serial settings the same for how to adjust each setting please refer to hardware manual and software manual Example Before Serial Setting Serial Setting The same Analog Video Control device Baud rate 4800 9600 No Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes
83. 8 3 1 1 Inappropriate PC specs The latency problem might happen if your PC doesn t have enough computing power to decode the image Clarification Check out the support package TS 00057 to check if your PC meets the system requirement of our software 156 8 3 1 2 8 3 1 3 2 If your system meets the requirement this is not an inappropriate PC spec problem 3 If your system fails to meet to requirement this is an inappropriate PC spec problem Solution 1 Please follow the system requirement in support package TS 00057 to adjust your PC spec Inappropriate buffer setting All software has a buffer to make sure the smoothness of video displays This setting is directly related to latency test result Clarification 1 Check out the buffer setting for the software 2 If the buffer setting is 3 frames or less this is not a buffer setting problem 3 Ifthe buffer setting is 4 frames or more this is a buffer setting problem Solution 1 Please adjust the buffer setting to be 3 frames Inappropriate PC network card The PC network card directly effect the network performance of a Speed b Stability If the PC network card is bad the latency is likely to be bad Clarification 1 Check out the PC network card spec and see if it is using Intel chipsets 2 If yes this is NOT an inappropriate network card problem 3 f not this is an inappropriate network card problem Solution 1 P
84. B1 C1 D1 A2 B2 C2 D2 IP address Rule to A1 A2 19 check B1 B2 C12C2 D1 D2 Subnet Mask Setting E1 F1 G1 H1 E2 F2 G2 H2 Rule to Check E1 E2 255 F1 F2 255 G12G2 255 H1 H2 0 6 If yes this is not IP address setting 7 If not please follow the solution as below Solution 1 Follow the rule below to change the PC setting Video Server IP camera PC IP address Setting A1 B1 C1 D1 A2 B2 C2 D2 Rule to check A1 A2 B1 B2 C1 C2 D1 D2 Subnet Mask Setting E1 F1 G1 H1 E2 F2 G2 H2 Rule to Check E1 E2 255 F1 F2 255 G1 G2 255 H1 H2 0 2 After change the PC setting try connecting to the video server IP camera again 4 3 1 2 Wrong PC IP address setting This site is included in the previous section 4 3 1 1 Please go there and see details N es e 4 3 1 3 Inappropriate Video server IP camera network port setting It could be caused by the video server IP camera network port setting Different network ports are for different functions Clarification 1 Connect the Video Server IP camera via cross over cable 2 Open IP utility and click Refresh to search for the Video Server IP IP utility should be version later than 3 1 05 P lt ACTi IP Utility V3 1 LocallP 1724162 143 lt gt Refresh Edit Account Edit Update Duplicate Page 1 Of With 4 Recor
85. Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 197 10 10 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 600
86. F Storage ba acti Network 12 13 1 Storage block The possible causes could be as below 12 13 1 1 Inappropriate search procedure You might fail to find the recording if your search procedure is wrong Clarification 4 Please follow the software manual about how to search file and search again 333 5 Ifit solves the problem this is an inappropriate search procedure problem 6 If it doesn t solve the problem this is not an inappropriate search procedure problem Solution 2 Please follow the search procedure in the software manual 12 13 1 2 Inappropriate database If the software database is damaged it might cause your search to fail but the recordings is ok at the same time Clarification 2 This problem is very hard to clarify Please send us the a software database and b information about the recording you wish to find Solution 2 If the problem is truly database issue It is not reversible Be sure to backup the database for time to time and especially when you upgrade or re install the software 12 13 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number
87. Follows the support package TS 00009 to build up the 1 11 15 1 3 internet communication step by step Blocked by firewall if you were connecting via WAN The problem is discussed in 10 14 1 2 please go there for details 11 15 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 294 address instead of Domain name to connect to the video server IP camera an a contingency plan 11 15 2 Storage block The possible causes could be as below 11 15 2 1 Inappropriate NVR event setting This problem could happen if you didn t setup the event setting in the NVR right Clarification 1 Please read the NVR s software manual for how to setup the event setting 2 Clarify if yo
88. IL server setup b inappropriate E MAIL client setting We will discuss both in this section 250 Clarification 1 Because you fail to connect the E MAIL setting using your own PC that means there s something wrong about the a E MAIL server setup and b E MAIL client setting 2 Because this problem involves mostly about your network and MIS infrastructure it s less possible for us to provide the solution Solution 1 Please provide the following item and give it to your MIS or your network architect for this problem Ask him for solution Category Sub category Settings E MAIL Server PC server Other E MAIL Server IP Client Account Password File Path Other 11 6 1 2 Inappropriate E MAIL client setting account and password The problem is discussed in 11 6 1 1 please go there for details 11 6 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact N n 11 6 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server LAN IP setting Use it to connect IP address Submask Gateway Video Server WAN IP setting Use it to connect IP address
89. Login Problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark Stepl Check the Control Device Step2 Connect the PC directly to the Video Please connect to LAN or server Transcoder then via cross over cable WAN you used to connect Then input the Video server Transcoder to see previously if you can connect Step3 Refer to the section of each problem type to do root cause clarification and find respective solutions Login problem Diagnostic Flow Ls zem gt 4 2 Login Problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging lt 4 AnalogbpeediDome Management I Management lt 4 ad F Storage ba acti M Network 4 2 1 Network block The possible causes could be as below 4 2 1 4 Inappropriate network infrastructure Because you can connect to the video server IP camera via cross over cable but you can t connect it via your LAN environment your network layout of your LAN might be wrong Clarification 16 1 Connect the PC and Video Server back to original LAN 2 Usethe PC to ping the Video Server s IP address 3 The ping is likely to fail Solution 1 Contact your MIS or an
90. M TYPE 13 iie Eee oe eter ete ete ee ete e eere 217 10 15 DIO PROBEEM TYPE 14 rer Pere rrr t PER RP PERRA E EE 223 10 16 DIQ PROBLEM TYPE 15 acier erede prre rre ee eere een eher pee ee de 226 10207 DIO PROBLEM TYPE 16 ette E ete RENE ESTY ENSE NEUE EL NE ev EU eee 231 CHAPTER 11 MD EVENT PROBLEM eee eeee ense totns notata sine ta tasas totas tato tasas tse tata sene ta snas 234 11 1 FIND OUT THE POSSIBLE CAUSE nres oeer a ra e eese epee d erher 234 11 2 MD PROBEEM TYPE 1 42 3 terr t vanes oh RE DERE E T AE ERREUR 239 11 3 MD PROBLEM TYPE 2 pee aterert er pr E WR perte urbes gie enun 242 11 4 MD PROBLEM TYPE 3 eet RUE ERR E EE EE E EEE YER eee 245 11 5 MD PROBLEM TYPE 4 ute pte EEE EP HERR RICE R E 245 11 6 MPD PROBLEM TYPE Oise sees ert RETRO E a Ea a E a iiS 250 11 7 MD PROBLEM TYPE Ornecie an i e E E E E R T Ue Ene 253 11 8 MD PROBLEM TYPE 7 iiec onie ea e E E E E AE oet E E E N SEa 256 11 9 MD PROBLEM TYPE 8 o ee n deae E EATE n prre eben E E eee eu teen 256 11 10 MD PROBEEM TYPEO empire E Yeh rre ER vs seep EXER A E a Re 262 11 11 MD PROBLEM TYPE 10 cer eret mta E ete epe eder e eene 273 T12 MD PROBEEM TYPE 11 iui ttt tete he et tee eo E be e Ree 276 11 13 MD PROBLEM TYPE 12 3 ete peter ette cr OLEO e E nee bete eem Heese 276 I1 14 MDPROBLEM TYPE 13 5 serere rr eR HERES E ERE ONEEC SE e PER tue EES 282 11 15 MD PROBLEM TYPE 14 etre E Fee e ER Pe eere FR ETE e
91. P setting Use it to connect IP address Submask Gateway Network Network diagram deployment Respective setting of switch routers Software Model Version Setting 5 3 Monitor Problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor Em e lt Imaging e AnalbU5peeduDOmE e V Monitor Management d b I Management lt Je F Storage ba acri Network 5 3 1 Monitor block The possible causes could be as below 5 3 1 1 Inappropriate O S and Browser software The possible cause might be the browser software you use to login the video server IP camera Clarification 1 Check if your software 38 Software Recommended version Correct O S Operating Windows 2000 SP2 or software Windows XP Browser Internet Explorer 6 0 and above 2 If they are correct then it s not software problem 3 If they are not correct it might be software problem Solution 1 Please install and use the software recommended 5 3 1 2 ActiveX control not installed This problem could be caused if you didn t install the ActiveX control Clarification 1 Login the web configurator of video server IP camera 2 Click the Live Di
92. PEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management I Management lt 4 ad F Storage ba acri Network 11 12 1 Network block The possible causes could be as below 11 12 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 276 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 217 11 12 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem cou
93. Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 286 11 14 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network c
94. QUALITY PROBLEM TYPE 1 ener enne entente nnne 107 7 3 VIDEO QUALITY PROBLEM TYPE 2 enne enne en nennen terres en nennen 114 7 4 VIDEO QUALITY PROBLEM TYPE 3 sess enne enne enne entere nnns enne ne 119 7 5 VIDEO QUALITY PROBLEM TYPE 4 enne nennen enne entree nnne nnne 124 7 6 VIDEO QUALITY PROBLEM TYPE 5 sess enne entente nennen nennen 127 7 7 VIDEO QUALITY PROBLEM TYPE 6 cc cccesssececsesceceseesnececsesaeeecseseeceesaececeesnsceenssnseeensaeees 130 7 8 VIDEO QUALITY PROBLEM TYPE Torre a n EE E enne entere nennen enne 130 7 9 VIDEO QUALITY PROBLEM TYPE 8 cs cccssssececsesceceeseseececsneaeeecsneeeceesaeeecsnenseesseaeeecsenaeens 137 7 10 VIDEO QUALITY PROBLEM TYPE 9 E E enne enne enne nennen nennen 140 7 11 VIDEO QUALITY PROBLEM TYPE 10 ccccssccessssceceesseee essen eene enne neret en nennen 145 7 12 VIDEO QUALITY PROBLEM TYPE Minie eieae e ea e E a ERER 148 CHAPTER 8 LATENCY PROBLEM sesesesesesesesesessssosseeososososososososesosososososesosresseseeeeserseseseseseee 150 8 1 FIND OUT THE POSSIBLE CAUSE eeeeeeeeeee ente et tene en tnne ente tnss ettet ense et tense te enne seen entes en 150 8 2 LATENCY PROBLEM TYPE T decere ete dere de deeper eee ee eee peel edes 151 8 3 LATENCY PROBLEM TYPE 2 35 rrr Re Dr iR ae re P ee REPE 156 CHAPTER 9 VIDEO JITTER PROBLEM eee e ere en entren tn enata ta snas ta sos t ns ta sn sa tns tn sns tns tat 159 9 1 FIND OUT THE POS
95. SIBLE CAUSE ccsssscssscesececssccesescceceeecsscceseeecsscceseeeceseneecssceeeneecseeeeeees 159 9 2 VIDEO JITTER PROBLEM TYPE 1 sees eeeeeeenenee enne enne entente en nest teen testen enne 160 9 3 VIDBOJITTER PROBLEM TYPE2 eee eee eee e EE e nee ect esposo nee tet eei 163 CHAPTER 10 DIO EVENT PROBLEM e eeeeeeee eee e esta enat stato sentia taste tas sos e neta tasse tato sae 167 10 1 FIND OUT THE POSSIBLE CAUSE 5 i erret eb eer ERE NN Ne PRESE FREE RR SPUR eee ERE S Ee EUER RU 167 10 2 DIO PROBEEM TYPE l ete pte te bg cum ise e ete E ger acute abet 171 10 3 DIOPROBEEM TYPE2 5 rr ETHER ONERE EBENEN ER FL HEE Ter REFER ER iA 174 10 4 DIO PROBLEM TYPE 3 rotate OVES UE ERE ERE a WRERE ENTE E SERES EET EAE 177 10 5 DIO PROBLEM TYPE4 cea rte e er er e DR a ee Leine teret e eee dee 179 10 6 DIO PROBEEM TYPE2 4er bereiten pe e Pe ee p Medo v eee ee eterne 182 10 7 DIO PROBLEM TYPE O erem rrr EYES ERR EE S E TS 185 10 8 DIO PROBEEM TYPE ette recenter rete eit RR edere eet eere ten te eee 187 10 9 DIO PROBLEM TYPE 7 eR et RUE EE e RE PEERS EE EUN IEEE IRE eene 190 10 10 DIO PROBLEM TYPE 9 ien aie Ure pete mte oie REN er HR EIE reU et URNE 196 10 1T DIOPROBEEM TYPE 10 estet er o ERE RO ER HERO ES 202 10 12 DIO PROBLEM TYPE 11 ertt reet rre eer DR TR enne Ere Re Ee E Ree ES 208 10 13 DIO PROBLEM TYPE 12 4 uie inrer teh Pee ona Eaa e eE S eE TE Coe EROS 211 10 14 DIO PROBEE
96. Software Version The recording file you wish to playback 12 16 Record amp Playback Problem Type 15 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES S i Imaging 4 AnaogbpeediDome Management I a Management lt 4 d E F Storage Network 12 16 1 Storage block 12 16 1 1 Unauthorized delete or file rename Clarification 1 This problem happens only when someone a deletes the file name b rename the previous recording file Solution 1 Make sure the unauthorized entry and operation of the PC 340 12 17 Record amp Playback Problem Type 16 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor E E AnalDg5peedOITE Imaging Management Management F Storage 5d gt lt ACTi MEP Network NENENEHH Analog Video Network 12 17 1 Storage block 12 17 1 1 Inappropriate database handling Clarification If you enable the re cycling recording the software will attempt to delete both while the HD space is insufficient a the oldest recording files b the event databa
97. Storage ba acri Network 11 9 1 Network block The possible causes could be as below 11 9 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 262 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming MD signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 11 9 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission ch
98. TZ problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management I 4 Management lt 4 ad E F Storage ba acri Network 6 2 1 Network block The possible causes could be as below 6 2 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 59 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 PTZ control Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming PTZ control Yes No Control 3 Please provide the definition table above t
99. YBACK PROBLEM TYPE 10 ccesseeeseceeeceeseeeeeenceceeeeeneecseeseneeceeeaeeennees 329 12 12 RECORD amp PLAYBACK PROBLEM TYPE 11 esee nennen nnne 331 12 13 RECORD amp PLAYBACK PROBLEM TYPE 12 sees 333 12 14 RECORD amp PLAYBACK PROBLEM TYPE 13 eese ener enne nnne 336 12 15 RECORD amp PLAYBACK PROBLEM TYPE 14 eccccessceescecesrceeseeeeeeseeceseeeeneeceeeseaeeceseaeeenees 338 12 16 RECORD amp PLAYBACK PROBLEM TYPE 15 12 17 RECORD amp PLAYBACK PROBLEM TYPE 16 Chapter 2 Find your solution type We divided the IP surveillance Troubleshooting guide into two sections by solution a IPSurveillance solution Troubleshooting b Hybrid IP surveillance solution Troubleshooting Each section covers the troubleshooting material for different IP surveillance solutions Please refer to the description below to find your find the solution type and go to respective sections for more details 2 1 1 IP Surveillance solution In Pure IP solution everything is transmitted and stored digitally The images are transmitted via Ethernet Network instead of the coaxial cable The images are stored into a hard drive instead of cassettes Best MPEG 4 IP Surveillance Solutions Imaging lt Analog Speed DOT E pam TV Monitor P E Monitor Management Y Management lt Storage Please refer to In Pure IP solution ev
100. ailure problem Solution 1 Because the network platform is very rarely to fail you can go on use it But if your system temporally fails too often please contact our sales 4 4 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact N Nn 4 4 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Other information you found during the testing 26 4 5 Login Problem Type 4 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management I 4 Management lt 4 ad E F Storage ba acri Y Network 4 5 1 Network block The possible causes could be as below 4 5 1 1 Inappropriate Video server IP camera network port forwarding setting The problem could be the inappropriate network transmission Network transmission involves correct setting below 27 Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Por
101. al physical connection problem Serial Connection Type Solution 1 Refer to the previous table and adjust both connection type to be the same please follow the video server s hardware manual Example Before Serial Connection type No Description Analog camera Video server 1 RS 485 Default 2 RS 232 3 RS 422 Yes After Serial Connection type No Description Analog camera Video server 1 RS 485 RS 232 RS 422 Yes Yes Serial Physical Connection Solution 1 Follow the serial physical connection diagram in Clarification Step 4 Then correct them accordingly 6 3 1 6 Inappropriate Network platform Serial Physical Connection if you are connecting a video server to an analog camera The problem is discussed in 6 3 1 5 please go there for details 6 3 2 Network block The possible causes could be as below 6 3 2 1 Inappropriate network port setup The network port setting of the video server IP camera should be the same as the configuration in Streaming Activator otherwise there might be no images coming out Clarification 1 Login the camera and open streaming Activator to fill in the port setting table below Port Video St or reamin Function f Server IP i S Default value Function Activator camera Monitor HTTP 80 Register 6000 Streaming 6002 Control 6001 2 Chec
102. al Setting No Model Baud 2 Parity Bytelength Stop bit 1 CAM 5130 9600 None 8 1 2 CAM 5140 9600 None 8 1 CAM 5150 9600 None 8 1 IP PTZ camera with Adjustable serial Analog Video Serial Setting No Model Baud ee Parity Byte length Stop bit 1 CAM 6100 Adjustable None 8 1 2 CAM 6200 Adjustable None 8 1 3 CAM 6500 Adjustable None 8 1 4 CAM 6600 Adjustable None 8 il 2 Then fill in the table below and check out if the settings from Analog Video and Control Panel are the same for 82 each serial setting Serial Setting Serial Setting The same Analog Video Control Panel Baud rate Parity Byte length Stop bit Sample table Serial Setting Serial Setting The same Analog Video Control Panel Baud rate 4800 9600 No Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes 3 fall the serial settings are the same in Analog Video and Control Panel this is not a Serial Setting issue 4 Ifany of the serial settings is not the in Analog Video and Control Panel this is a Serial Setting issue Solution 1 Follow the table below to adjust the setting of the Analog Video and Control Panel and make all the serial settings the same for how to adjust each setting please refer to hardware manual and software manual Example Before Serial Setting Serial Setting The same Analog Video Contro
103. appropriate network port setup The network port setting of the video server IP camera should be the same as the configuration in Streaming Activator otherwise there might be no images coming out Clarification 5 Login the camera and open streaming Activator to fill in the port setting table below Port Video St or reamin Function f Server IP i S Default value Function Activator camera Monitor HTTP 80 Register 6000 Streaming 6002 Control 6001 video server IP camera and the Streaming Activator below is a reference result 6 Check each function port and see if it is the same in both 102 Video Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 NO Streaming 6002 7002 NO 7 If any of those are not the same this is a port setting problem 8 If all these port setting are the same this is not a port setting problem Solution 5 Adjust the setting of the streaming activator or video server IP camera to make the port setting is the same for each port Example Video 1 Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 Yes gt 6000 Streaming 6002 7002 Yes gt 6002 6 6 4 Management block The possible causes could be as below 6 6 4 1 Inappropriate baud rate
104. ation 246 11 5 MD Problem Type 4 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES S i Imaging 4 AnalDU5peed ore Management I Management lt 4 ad F Storage ba acri Network 11 5 1 Image block The possible causes could be as below 11 5 1 1 Inappropriate network platform E mail client setting This problem could happen if you didn t setup the FTP client setting in the web configurator right Clarification Please read the support package TS 00019 for how to setup the e mail client setting 247 2 Clarify if your settings are right 3 If yes this is NOT a network platform e mail client setting 4 If not this is a network platform e mail client setting Solution 1 Please refer to the support package TS 00019 for how to correctly set it 11 5 1 2 Inappropriate network platform event setting This problem could happen if you didn t setup the event setting in the web configurator right Clarification 1 Please read the support package TS 00019 for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT a network platform event setting 4 If not this is a network platform event setting Solution 1 Pleas
105. b e mail client setting 2 Because this problem involves mostly about your network and MIS infrastructure it s less possible for us to provide the solution Solution 1 Please provide the following item and give it to your MIS or your network architect for this problem Ask him for solution Category Sub category Settings e mail server Server PC Other e mail Client Server IP Account Password File Path Other 10 6 1 2 Inappropriate FTP client setting account and password The problem is discussed in 10 6 1 1 please go there for details 10 6 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 6 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect event setting LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway Video server FTP setting Event action e mail server Server PC Other e mail Client Server IP Account Password File Path Other 184 10 7 DIO problem Type 6 Refe
106. camera o Speed dome camera oe Please refer to lens hardware manual for focus adjust Please refer to IP camera s hardware manual to adjust the focus 3 If adjusting the focus doesn t solve this problem this is not a focus problem 4 Ifadjusting the focus solves the problem please check the table for further action Camera Type Problem Fixed Adjust OSD setting Box Dome camera o with Fixed lens Box Dome camera o with varifocal lens Zoom lens camera o go to Step5 Speed dome camera eo go to Step5 5 This steps is for cameras supporting OSD function a zoom lens camera b speed dome camera Please make sure the focus setting in the OSD menu is set to Auto You can refer to respective hardware manual 120 for how to setup Solution The solution is done during the clarification stage above 7 4 1 2 Inappropriate Analog Video Lens CCD Cover cleanness If the lens CCD cover is dirty the image is likely to be blurred Clarification 1 Please check if the items below are clear Item Clean Lens CCD Cover 2 If not clear please only clean it with special wipers for glass Item Wiper for Glass Use blower Lens o CCD o Cover e Solution The solution is done during the clarification stage above 7 4 1 3 Inappropriate Analog Video Lens type for Box camera
107. color rendering during image compression 107 Clarification 1 Login the video server IP camera to check out its video parameter and fill in the table as below Veb Configurator Camera 232 gt gt Video Display gt gt Host Setting gt gt WAN Setting gt gt Date Setting Mese gt gt Video Adjust l gt gt User Account gt gt gt gt System Info gt gt Firmware gt gt Factory Default gt gt Save Reboot 0 Brightness TT 0 gt gt Logout 50 100 0 MEE 50 100 I I I Saturation TS 5 l 0 50 100 I I I I 55 zl Contrast NNNM 55 s 2 Hill them in the video parameter table below The table below is divided by two parameter a Monitor type b Video Type of the Camera spec Your setting Recommended Monitor Type Video server parameter IP camera Video Type NTSC PAL Hue 50 50 Brightness 55 55 Contrast 55 55 Saturation 85 85 3 If these video parameters are the same as recommended this is not a network platform video parameter problem 4 If any of these video parameters are not the same as 108 recommended this is a network platform video parameter problem Solution 1 Adjust the video parameter to make it exactly the same as the one in recommended 7 2 1 2 Inappropriate Analog Video Video Type Sometimes If the analog video output is not right the in correct color
108. connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem 3 If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V1 00 00 version 2 Before you get that updated version you can use IP address instead of Domain name to connect to the video 36 server IP camera and a contingency plan 5 2 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 5 2 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway PC I
109. d s Detal 4 Hostname C LAN IP C WAN IP mr MAC Version Model Account Password E ACT 1921681242 G 10 0 01 DO 0F 7C 00 13 E1 B1D V1 00 07 A JL 4 H2 ACT 1921681234 0 100 01 80 00 0F 7C 00 10 37 a Reco Taare IP Quad C C Q Eis ACTI 192 168 0100 172162 ORI E7 ATERN 03 06 Video Server B ACTI 1921681231 17216 3101 80 00 0F 7C 00 08 E8 re fideo Server C TIC J 3 Find the HTTP port of the video server IP camera 4 Check if your login link follows the rule below HTTP port Login link Correct 80 http 192 168 0 100 or http 192 168 0 100 80 ports other than 80 http 192 168 0 100 XX XX the port setting you find above Note 192 168 0 100 is the IP address of the IP camera 5 If yes this is not port setting issue 6 If not this is the port setting issue Solution 1 Change the login link following the rules below HTTP port Login link Correct 80 http 192 168 0 100 or http 192 168 0 100 80 ports other than 80 http 192 168 0 100 X X XX the port setting you find above 4 3 2 Monitoring block The possible causes could be as below 4 3 2 1 Inappropriate O S and Browser software The possible cause might be the browser software you use to login the video server IP camera Clarification 1 Check if your software Software Recommended version Correct O S Operating Windows 2000 SP2 o
110. dated version you can use IP 199 address instead of Domain name to connect to the video server IP camera a contingency plan 10 10 2 Management block The possible causes could be as below 10 10 2 1 Inappropriate Streaming Activator e mail client setting This problem could happen if you didn t setup the e mail client setting in the Streaming Activator right Clarification Please read the Streaming Activator s software manual for how to setup the e mail client setting Clarify if your settings are right If yes this is NOT an inappropriate Streaming Activator e mail client setting 4 Ifnot this is an inappropriate Streaming Activator e mail client setting Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 10 10 2 2 Inappropriate Streaming Activator event setting This problem could happen if you didn t setup the event setting in the Streaming Activator right Clarification Please read the Streaming Activator s software manual for how to setup the event setting Clarify if your settings are right 3 If yes this is NOT an inappropriate Streaming Activator event setting 4 If not this is an inappropriate Streaming Activator event client setting 200 Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 10 10 3 If problem not solved how to report this problem If the sol
111. deo Video Type If the analog video output is not right the in correct color issue might be caused by in appropriate Video Type Clarification 114 1 Check out your local TV video type NTSC PAL and the IP camera analog camera s video type NTSC PAL Analog Video Type TV camera IP The same camera NTSC PAL 2 Check if the TV video type is the same as the IP camera analog camera Example Analog Video Type TV camera IP The same camera NTSC o x o PAL o 3 If the video type is the same this is not an analog video video type problem 4 If the video type is not the same this is an analog video video type problem Solution 1 Replace the current camera with a right video type camera Example Before Analog Video Type TV camera IP The same camera NTSC o x o PAL o After Analog Video Type TV camera IP The same camera NTSC o e No PAL 7 3 1 2 Inappropriate Analog video White balance setting If the analog video output is not right the in correct color issue might be caused by in appropriate analog video white balance setting Clarification White balance settings are subject to different environments and the clarification is done via testing different settings Before we do that we have to know what the white balance settings available are Some s
112. devices The problem can be resulted by a Inappropriate DI devices or b Inappropriate DI connections 177 Clarification Please read the support package TS 00045 to clarify if your DI device spec is right 2 Please read the support package TS 00045 to clarify if your DI connection is right 3 If yes this is NOT a DI device or DI connection problem 4 If not this is a DI device or DI connection problem Solution 1 Please refer to the support package TS 00045 for how to correctly set it 10 4 1 2 Inappropriate DI connections The problem is discussed in 10 4 1 1 please go there for details 10 4 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 4 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software model Software version DI DI device spec DI connection diagram Other data you Server PC find during clarification 178 10 5 DIO problem Type 4 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES
113. dure in the software manual 12 5 1 2 Inappropriate database Ifthe software database is damaged it might cause your search to fail but the recordings is ok at the same time Clarification 1 This problem is very hard to clarify Please send us the a software database and b information about the recording you wish to find Solution 1 Ifthe problem is truly database issue It is not reversible Be sure to backup the database for time to time and especially when you upgrade or re install the software 12 5 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Software Version Schedule setting MDB file Software database Information about the recording you wish to find 318 12 6 Record amp Playback Problem Type 5 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S E E 3 Imaging 4 AnaogbpeediDome Management I a Management lt 4 F Storage Network
114. e Imaging I e AnalDU5peen DOTT p rV Monitor Suy Eo vnm 5 y Management 4 N l Management lt 4 sH gt Storage ba acti Network 10 13 1 Network block The possible causes could be as below 10 13 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 211 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution N N 10 13 1 2 Inappropriate network port forwarding if you were connecting via WAN The proble
115. e Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 202 11 15 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 203 5 If the check ok this is not a network communication problem Solution
116. e MD following respective manual to the number recommended 11 21 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 21 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version MD setting Software Model Version MD sensitivity Other details you find during clarification 306 Chapter 12 Record amp Playback Problem In this Chapter we will focus on the problem that you Can login the video server IP camera 2 Can monitor the image 3 You can t record the video search and find recorded video playback recorded video We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 12 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the Login Problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark Stepl Check the Control Device Step2 What function do you have problem with Step3 Recording Refer to softwa
117. e Solutions Monitor E Imaging AnalDu5peed oe Zum B ae Management i 3 Management lt 4 c gt Storage I v m gt lt ACTi l Y Network Gs PNetwork NENEENEEEHR Analog Video 11 18 1 Image block The possible causes could be as below AII the items below are directly related to image quality please go to Chapter 7 for details about A Problem type 5 B Problem type 6 301 11 19 MD Problem Type 18 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best IMPEG 4 IP Surveillance Solutions Monitor i T Imaging en AnalDU5peed ore p rV Monitor gt Management d t l Management lt 4 F Storage b acri Network 11 19 1 Image block The possible causes could be as below All the items below are directly related to image quality please go to Chapter 7 for details about A Problem type 1 B Problem type 2 302 11 20 MD Problem Type 19 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best IMPEG 4 IP Surveillance Solutions Monitor i T Imaging en AnalDU5peed ore p rV Monitor gt Management d t l Management lt 4 F
118. e clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management I Management lt 4 ad F Storage ba acri Network 10 16 1 Network block The possible causes could be as below 10 16 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 226 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network arc
119. e ena Enes 291 II516 MD PROBLEM TYPE 15 eee Renee trente eene eee e Eee e Ree be EE Re e SS 297 11 17 MD PROBLEM TYPE 16 iidei ee rende eee esee t dede eet dete 300 14 18 SMD PROBLEM TYPE 17 iere eer rrr ERREUR ETT 301 11 19 SMD PROBEEM TYPE l8 e ede ERR POPE TER 302 11 20 MD PROBEEM TYPE 19 eerte Pret ertet R o een e NEUE EEE EE YEARS ERE 303 11 21 MD PROBLEM TYPE 20 i iere pe peri eer eee E Rte bin eo Aet eee 304 CHAPTER 12 RECORD amp PLAYBACK PROBLEM eres ense toten sens tn snas n etn tn stas tntnsaen 307 12 1 FIND OUT THE POSSIBLE CAUSE 1 tee beet ee ree tete En mre ie eee Unde te rie P E eee evello 307 12 2 RECORD amp PLAYBACK PROBLEM TYPE 1 nennen een neneenren nennen 309 12 3 RECORD amp PLAYBACK PROBLEM TYPE 2 enne nente en tenente nennen nns 309 12 4 RECORD amp PLAYBACK PROBLEM TYPE 3 ccsscceseeeesscceseeesceeneecaeceeneecaeceeneecnaecesenaeeeees 314 12 5 RECORD amp PLAYBACK PROBLEM TYPE 4 sessi nennen 315 12 6 RECORD amp PLAYBACK PROBLEM TYPE 5 cccssccesseeesseceseeesceeneecaeceeeecsaeceeneecaeeesesaeeesees 319 12 7 RECORD amp PLAYBACK PROBLEM TYPE 6 eene nente enne nnne nennen nns 321 12 8 RECORD amp PLAYBACK PROBLEM TYPE 7 sees enne ener ene 323 12 9 RECORD amp PLAYBACK PROBLEM TYPE 8 esses eene nente nennen 324 12 10 RECORD amp PLAYBACK PROBLEM TYPE O9 eene ener entente en eene 326 12 11 RECORD amp PLA
120. e go there for details 10 16 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem 3 f not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 229 address instead of Domain name to connect to the video server IP camera an a contingency plan 10 16 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 16 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect
121. e inappropriate network infrastructure Clarification 1 Check out the port settings below of the web configurator and the Streaming Explorer Function Respective network ports 5 Web confi Streaming gurator Explorer Port name Port number Default Login HTTP 80 View image HTTP 80 Register 6000 Streaming 6002 DIO signal Control 6001 2 Check if any of the port not the same this is Inappropriate 232 network port setting problem 3 Check if all of the port are the same this is not Inappropriate network port setting problem Solution 1 Change the control port setting on the streaming explorer to match the settings on the web configurator 10 17 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 17 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Web configurator HTTP port Streaming Port Control port Software model model Software version HTTP port Streaming Port Control port DO DO device spec DO connection diagram Other data you Server PC find during clarification N Oo Oo Chapter 11 I
122. e refer to the support package TS 00019 for how to correctly set it 11 5 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 5 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version 248 Video Server LAN IP setting Use it to connect IP address Submask Gateway Video Server WAN IP setting Use it to connect IP address Submask Gateway Video server event setting E mail setting E vent action Network deployment Network diagram Respective setting of switch routers 249 11 6 MD Problem Type 5 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T e Imaging I e AnaogbpeediDome p rV Monitor Suy Eo vnm 5 y Management 4 i Management lt 4 F gt Storage Network 11 6 1 Network block The possible causes could be as below 11 6 1 1 Inappropriate E MAIL server setup The problem could be a inappropriate E MA
123. e see table below for information Please login the web configurator IP PTZ camera with Adjustable serial setting Please refer to IP camera hardware manual Please login the web configurator Please refer to the table below for how to differentiate the IP PTZ camera and relative settings IP PTZ camera with fixed serial Analog Video Serial Setting No Model Baud 2 Parity Byte length Stop bit 1 CAM 5130 9600 None 8 1 2 CAM 5140 9600 None 8 1 CAM 5150 9600 None 8 1 IP PTZ camera with Adjustable serial Analog Video Serial Setting No Model Baud ee Parity Byte length Stop bit 1 CAM 6100 Adjustable None 8 1 2 CAM 6200 Adjustable None 8 1 3 CAM 6500 Adjustable None 8 1 4 CAM 6600 Adjustable None 8 il Sample baud rate setting in web configurator 65 PTZ Information Enable PT Address ID Tilt Speed Minimum 1 z Tilt Speed Maximum 5 v Protocol DynaColor CAM 6600 s Add Protocol Delete Protocol ese sow I p Parity noran m 0 T Byte size Ts xz I steps owsroms sw 1 pen Sole mne rs pah Svega Maximum _ Ponspleapetou EI Tilt Speed Default 5 x r Control Panel Information Enable Control Panel mus 0 rz ByteSize AePbtoAM Channel
124. e to connect to the video server IP camera a contingency plan 10 9 2 Management block The possible causes could be as below 10 9 2 1 Inappropriate Streaming Activator FTP client setting This problem could happen if you didn t setup the FTP client setting in the Streaming Activator right Clarification Please read the Streaming Activator s software manual for how to setup the FTP client setting Clarify if your settings are right If yes this is NOT an inappropriate Streaming Activator FTP setting 4 If not this is an inappropriate Streaming Activator FTP client setting Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 10 9 2 2 Inappropriate Streaming Activator event setting This problem could happen if you didn t setup the event setting in the Streaming Activator right Clarification 1 Please read the Streaming Activator s software manual for how to setup the event setting Clarify if your settings are right 3 If yes this is NOT an inappropriate Streaming Activator event setting 4 If not this is an inappropriate Streaming Activator event client setting 194 Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 10 9 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales
125. eck table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 If the check fails this is a network communication problem 264 5 If the check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 11 9 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed in 11 9 1 2 please go there for details 11 9 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting f
126. eck the Control Device Step2 Do you see the video jitter when connected directly via cross over cable Jitter problem Diagnostic Flow Lm m 7 wj 159 9 2 Video Jitter problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Imaging ArialbG Speed OT gt Management I a Management lt 4 P oF gt Storage ba acti Network 9 2 1 Monitor Management Storage Block The possible causes could be as below 9 2 1 1 Inappropriate PC specs The jitter problem might happen if your PC doesn t have enough computing power to decode the image Clarification Check out the support package TS 00057 to check if your PC meets the system requirement of our software 160 2 If your system meets the requirement this is not an inappropriate PC spec problem 3 If your system fails to meet to requirement this is an inappropriate PC spec problem Solution 1 Please follow the system requirement in support package TS 00057 to adjust your PC spec 9 2 1 2 Inappropriate PC network card The PC network card directly effect the network performance of a Speed b Stability If the PC network card is bad the jitter is likely to happen Clarification 1 Check out the PC n
127. edback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting IP address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway NVR event Version Event action Network Network diagram deployment Respective setting of switch routers 10 15 DIO problem Type 14 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging AnalDu5peed Oe Management i Management lt 4 P oF gt Storage ba acti Network 10 15 1 Storage block The possible causes could be as below 10 15 1 1 Inappropriate recording setting This problem could happen if your recording settings are wrong Clarification 5 Please read the NVR s software manual for how to setup the record setting 223 6 Clarify if your settings are right 7 If yes this is NOT an inappropriate recording setting 8 Ifnot this is an inappropriate recording setting Solution 2 Please refer to the NVR s software manual for how to correctly set it 10 15 1 2 Inappropriate PC authority This problem cou
128. elow 11 16 1 1 Inappropriate recording setting This problem could happen if your recording settings are wrong Clarification 1 Please read the NVR s software manual for how to setup the record setting 2 Clarify if your settings are right 207 3 If yes this is NOT an inappropriate recording setting 4 If not this is an inappropriate recording setting Solution Please refer to the NVR s software manual for how to correctly set it 11 16 1 2 Inappropriate PC authority This problem could happen if your have limited PC authority which will cause you problem when a Executing program b Save recordings Clarification 1 Please check if you login this PC as Administrator or any account with the same authority 2 If yes this is NOT an inappropriate PC authority 3 f not this is an inappropriate PC authority Solution 1 Always login this PC as Administrator 11 16 1 3 Insufficient HD space If your HD space is not sufficient you will have problem recording files Clarification 1 Open NVR 2 See if there s HD insufficient warning pop out right after you login 3 If not this is NOT an insufficient HD space 4 If not this is an insufficient HD space Solution 1 Your system must have enough HD space for software to 298 record all the time 2 Pleaserefer to each software s manual for the space required 11 16 2 If problem not solved how to report this problem
129. eo Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem N 5 If the check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 11 8 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed in 10 9 1 2 please go there for details 11 8 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can
130. er Use it to connect LAN IP setting IIP address Submask Gateway Video Server Use it to connect WAN IP setting P address Submask Gateway PC IP setting Use it to connect IP address Submask Gateway Network Network diagram deployment Respective setting of switch routers 29 30 Chapter 5 Monitor Problem In this Chapter we will focus the problem that you 1 Can login the video server IP camera 2 Can t monitor the images we will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 5 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the Login Problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark Stepl Check the Control Device Step2 Check if you see the Video server Transcoder s analog output on a TV monitor Step3 Connect the PC directly to the Video server Transcoder then via cross over cable Then input the Video server Transcoder IP Step4 Refer to the section of each problem type to do root cause clarification and find respective solutions 3 Monitor problem Diagnostic Flow Lg mm C 5 2 Monitor Problem Type
131. erial Connection type No Description Analog camera Video server 1 RS 485 Default 2 RS 232 RS 422 Yes 2 If all the Serial Connection type is the same in Analog Camera and Video server this is not a Serial Connection type Then we go on next step to check out serial physical connection 3 If any of the Serial Connection type is not the same in Analog Camera and Video server this is a Serial Connection type issue Please go to solution to solve it 87 first Follow the system diagram below for how does each serial physical connection goes You might need to refer to video server and speed dome s hardware manual for it s serial pin details RS 485 Data Data Analog Camera Data Data Control panel RS 232 Analog Camera Control panel 88 RS 422 T IT R IR Analog Camera T IT R Control panel 5 If your connection is the same as above this is not a serial physical connection problem 6 If your connection is not the same as above this is a serial physical connection problem Serial Connection Type Solution 2 Refer to the previous table and adjust both connection type to be the same please follow the video server s hardware manual Example Before Serial Connection type No Description Analog camera Control Panel
132. erything is transmitted and stored digitally The images are transmitted via Ethernet Network instead of the coaxial cable The images are stored into a hard drive instead of cassettes 8 2 1 2 Hybrid IP Surveillance solution Hybrid IP solution simply works as a connection extension solution for coaxial cable and RS 485 RS 232 connection Hybrid Solution CCTV IP Network ameras Imaging 4 J Monitor Management Storage MA E b c ACTi MULL Console ENN MPEG 4 Stream NENENENENE Analog Video 2 1 2 1 Imaging block Normally the images are generated by a video server connected to an analog camera All images are digitalized before transmitted via network 2 1 2 2 Network block Most of the connection is done via coaxial cabling This hybrid IP solution works only as an extension for certain cameras where coaxial cabling can t reach 2 1 2 3 Decoding block Digitalized images are converted back to analog images here 2 1 2 4 Monitor Management block All the monitor management and storage are done via conventional DVR VCRs and Matrix 10 Chapter 3 IP Surveillance solution troubleshooting section This section includes chapters from 3 to 13 It includes step by step procedure for you to know your problem kind define your problem type find possible causes how to clarify each possible cause and how to solve the problem 3 1 IP Surveillance Solution building blocks Best MPEG 4
133. ettings might not be available for some cameras a AWB Auto White Balance b ATW Auto Trace White Balance c PWB Push to lock White Balance d Manually Adjust Manually set Red and Blue parameters 1 We will follow the flow below to try different white balance settings 2 First if you have AWBs and ATWS settings please switch between AWB and ATWs and see if the color is 116 correct You can refer to the table for what white balance setting a camera has Note this only includes ACTi IP cameras for other analog cameras you have to refer to their hardware manual respectively Camera Series AWB ATW PWB Manual Adjust CAM 5100 CAM 5200 CAM 5300 CAM 5130 CAM 5140 CAM 5150 CAM 7100 CAM 6100 CAM 6200 CAM 6500 CAM 6600 3 If step2 fail switch the white balance to PWB and see if the color is correct Please refer the following procedure for PWB setting a Use a white paper to fully cover the camera s lens b Switch to PWB setting c Make camera to sync white balance setting with current paper please see respective hardware manual d Remove the white paper e Check if the color is correct now 4 Ifstep3 fail switch the white balance to Manual Adjust for color correction please see respective hardware manual Solution The solution is done during the clarification stage above 7 3 2 f problem not solved how
134. etwork card spec and see if it is using Intel chipsets 2 If yes this is NOT an inappropriate network card problem 3 If not this is an inappropriate network card problem Solution 1 Please change the PC network card with Intel Chipset Note Network cards with Intel Chipset have tested to be reliable and fast 9 2 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 161 9 2 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Software version Network Connection connection LAN or WAN or cross over PC spec CPU RAM Motherboard FSB VGA card PC network card Other details you find during clarification 162 9 3 Video Jitter problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Imaging lt 4 AnalDU5peed Ore Management I a Management lt 4 A oF gt Storage ba acti Y Network 9 3 1 Monitor Management Storage block The possible causes could be as
135. g in the NVR right Clarification 1 Please read the NVR s software manual for how to setup the E mail client setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate NVR E mail setting 4 If not this is an inappropriate NVR E mail client setting Solution 1 Please refer to the NVR software manual for how to correctly set it 11 14 2 2 Inappropriate NVR event setting This problem could happen if you didn t setup the event setting in the NVR right Clarification 1 Please read the NVRs software manual for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate NVR event setting 4 If not this is an inappropriate NVR event client setting Solution 1 Please refer to the NVR s software manual for how to correctly set it 11 14 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 14 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway
136. ght cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Imaging lt 4 AnalogbpeediDome Management I Management lt 4 ad F Storage ba acri Y Network 5 6 1 Network block The possible causes could be as below 5 6 1 1 Inappropriate network port setup The network port setting of the video server IP camera should be the same as the configuration in Streaming Activator otherwise there might be no images coming out Clarification 1 Login the camera and open streaming Activator to fill in 50 the port setting table below Port Video St or reamin Function Server IP Default value Function Activator camera Monitor HTTP 80 Register 6000 Streaming 6002 2 Check each function port and see if it is the same in both video server IP camera and the Streaming Activator below is areference result Video i Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 NO Streaming 6002 7002 NO 3 If any of those are not the same this is a port setting problem 4 If all these port setting are the same this is not a port setting problem Solution 1 Adjust the setting of the streaming activator or video server IP camera to make the port setting is the same for each port Example Video Port Streaming Function
137. gister 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 19 10 9 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the tab
138. he possible causes could be as below 7 9 1 1 Inappropriate PC specs The mosaic problem might happen if your PC doesn t have enough computing power to decode the image Clarification 1 Check out the support package TS 00057 to check if you re PC meets the system requirement of our software 137 2 If your system meets the requirement this is not an inappropriate PC spec problem 3 If your system fails to meet to requirement this is an inappropriate PC spec problem Solution 1 Please follow the system requirement in support package TS 00057 to adjust your PC spec 7 9 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 9 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Software version Network Connection connection LAN or WAN or cross over PC spec CPU RAM Motherboard FSB VGA card Register port Other details 138 you find during clarification 139 7 10 Video Quality problem Type 9 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might
139. his problem Best MPEG 4 IP Surveillance Solutions Monitor A Imaging Mon j IV Monitor gt Management Management lt _ Storage I um ENS o suum Si WA gt lt ACTi MEE iP Network EEN Analog Video Y Network 4 4 1 Imaging block The possible causes could be as below 4 4 1 1 Inappropriate network physical connection It might because of the physical connection error such as network cable fail or cabling wrong Clarification 1 Connect your Video server IP camera to a switch via the network cable you are using 24 2 Check if the Network LED on Video Server and Switch on 3 If both are on then is it not physical connection problem 4 Ifany of those are not the physical connection is wrong Solution 1 If the Video Server IP camera is using standard RJ 45 network connector just replace with a new cable 2 Ifthe Video Server IP camera is not using standard RJ 45 connector ex CAM 5130 CAM 5140 CAM 5150 please use follow the user manual of CAM 5130 CAM 5140 CAM 5150 and make new cable if necessary 4 4 1 2 Inappropriate network platform temporally failure The network platform very rarely might fail for unknown reason Clarification 1 Please reboot the camera 2 Check if you can find the camera afterward 3 If yes this is a network platform temporally failure problem 4 If not this is not a network platform temporally f
140. hitect for this problem Ask him for solution 221 10 16 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 228 5 If the check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 10 16 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed in 10 16 1 2 pleas
141. icient HD space If your HD space is not sufficient you will have problem recording files Clarification 1 Open Streaming Activator 2 See if there s HD insufficient warning pop out right after you login 3 If not this is NOT an insufficient HD space 4 If not this is an insufficient HD space U N Solution 1 Your system must have enough HD space for software to record all the time 2 Please refer to each software s manual for the space required 12 10 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 12 10 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software Version Recording setting HD space PC login Authority As Admin power user or user U N oo 12 11 Record amp Playback Problem Type 10 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES S i Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage ba acti Network 12
142. ideo type s frequency is different from the local electric frequency ex Japan If the TV video type s frequency is the same as the local electric frequency you can skip this section Clarification 1 Check out the TV video type and the electric frequency and find your column in the table Electric TV Video Type Frequency NTSC PAL 50Hz A B 60Hz C D 2 Ifyou are in column B C this is not a Flickerless problem 3 Ifyou are in column A D this is a Flickerless problem Solution 1 Please refer to the table for solution for each camera type in different kind of video type environment Camera Series NTSC PAL Enable Set ES Enable Set ES Hlickerless fixed at Flickerless fixed at 1 100sec 1 120sec Camera CAM 5100 o o n CAM 5200 e Flickerless function CAM 5300 o Camera CAM 5130 e o with CAM 5140 e e Flickerless CAM 5150 e e function CAM 7100 o CAM 6100 o e CAM 6200 o o CAM 6500 o o CAM 6600 o o 7 7 2 problem If problem not solved how to report this If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 7 2 1 Problem feedback table Problem feedback table of login problem 1 clarification Category Sub category Descript
143. ient setting account and password The problem is discussed in 10 3 1 1 please go there for details 10 3 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 3 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect event setting LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway Video server FTP setting Event action FTP server Server PC Other FTP Client Server IP Account Password File Path Other 6 10 4 DIO problem Type 3 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best IMPEG 4 IP Surveillance Solutions Monitor i T Imaging en AnalDU5peed ore iV Monitor gt Management d l Management lt 4 F Storage DA acti E PNetwork M Analog Video Network 10 4 1 Image block The possible causes could be as below 10 4 1 1 Inappropriate DI
144. in the NVR right Clarification 1 Please read the NVRs software manual for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate NVR event setting 4 If not this is an inappropriate NVR event client setting Solution Please refer to the NVR s software manual for how to correctly set it N Nn 10 13 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 13 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway NVR event Version FTP setting E vent action Network Network diagram deployment Respective setting of switch routers 216 10 14 DIO problem Type 13 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Manage
145. in 6 5 1 2 please go there for details 6 2 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem 3 f not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 62 address instead of Domain name to connect to the video server IP camera and a contingency plan 6 2 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 6 2 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to co
146. ine the possible cause for each problem type and find out the root cause and respective solutions 7 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the Login Problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark Stepl Check the Control Device Step2 What is your video quality problem type 1 Image color is not true 2 Image blur 3 Image flashing Step3 Do you find the same problem on a TV Please make sure the connecting to the analog output TV color display is ok Step4 Refer to the section of each problem type to do root cause clarification and find respective solutions 105 Video Quality Problem Diagnostic Flow 106 7 2 Video Quality problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor z T Imaging lt 4 AnalDU5peed Ore Management I 1 Management lt 4 F Storage ba acti Y Network 7 2 1 Image block The possible causes could be as below 7 2 1 Inappropriate Network Platform Video parameter The in correct image color might be resulted in correct Video Parameter setup in the network platform This will result in in correct
147. ings are right 282 11 If yes this is NOT an inappropriate recording setting 12 If not this is an inappropriate recording setting Solution 3 Please refer to the Streaming Activator s software manual for how to correctly set it 11 13 1 2 Inappropriate PC authority This problem could happen if your have limited PC authority which will cause you problem when a Executing program b Save recordings Clarification 7 Please check if you login this PC as Administrator or any account with the same authority 8 If yes this is NOT an inappropriate PC authority 9 If not this is an inappropriate PC authority Solution 3 Always login this PC as Administrator 11 13 1 3 Insufficient HD space If your HD space is not sufficient you will have problem recording files Clarification 9 Open Streaming Activator 10 See if there s HD insufficient warning pop out right after you login 11 If not this is NOT an insufficient HD space 12 If not this is an insufficient HD space Solution 5 Your system must have enough HD space for software to 283 record all the time 6 Please refer to each software s manual for the space required 11 13 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 13 2 1 Problem feedback table
148. ion Hard model Model number Firmware Firmware version Analog Video Video Type Serial setting Iris setting ES setting Flickerless setting Environment TV video type condition Electric frequency Local lighting condition Other details you find during Oo CA 7 8 Video Quality problem Type 7 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Ew 7 EZ z Imaging en AnalDU5peed ore e V Monitor gt Management d x l Management lt 4 F Storage a ma n8 LA ACTi Y Network 7 8 1 Image block The possible causes could be as below 7 8 1 1 Unknown problem It is rare to see mosaic at the analog output The possible cause could be CCD or Camera DSP mal function Please capture a picture of the analog mosaic images and send it back 136 7 9 Video Quality problem Type 8 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor E Imaging Analbu5peed oe zu a gt Management I 3 Management lt 4 Ld a gt Storage ba acri Network 7 9 1 Monitor Management Storage Block T
149. is is an insufficient instable network bandwidth problem Solution 1 Because the network involves too many issues it s very hard for ACTi to provide you to solution Thus please ask your MIS or the one build up your network infrastructure about how to solve this problem 7 10 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 10 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Bit rate Protocol type Gateway Software Number of con current user Network Network diagram 143 deployment Respective setting of switch routers 144 7 11 Video Quality problem Type 10 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging lt 4 AnalDU5peed ore Management I Management lt 4 ad F Storage ba acti Network 7 11 1 Image block The possible causes could be as below 7 11 1 1 Inappropriate Analog Video Low lighting environ
150. is problem Ask him for solution 5 2 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes No HTTP 80 Register 6000 Streaming 6002 2 As you can see from the table there s something wrong about your WAN 4 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 5 If the check fails this is a network communication problem 6 If the check ok this is not a network communication Go Nn problem Solution 2 Follows the support package TS 00009 to build up the internet communication step by step 5 2 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed in 4 5 1 1 please go there for details 5 2 1 4 DNS problem if you were
151. it rate might cause the video quality to decrease as well b Decrease the number of con current user decrease the number of user by changing system design 9 3 2 Network block The possible causes could be as below 9 3 2 1 Insufficient instable network bandwidth Insufficient network bandwidth or instable network bandwidth is very likely to cause the network package to be lost during transmission Too many drop network packages will cause the jitter to happen Clarification 1 Because the jitter problem disappears when connecting via cross over cable The problem definition will be as below Connection Type Jitter Normal Previous network e Cross over o 2 Please bring the test result to your MIS or the one build up your network infrastructure and ask him to clarify if the network bandwidth is ok and stable Item Description Bit rate 3M Protocol Type 1 TCP1 0 or TCP2 0 Number of 2 connections 165 Connection Type Jitter Normal Previous network e Cross over o 3 If yes this is not an insufficient instable network bandwidth problem 4 If not this is an insufficient instable network bandwidth problem Solution 2 Because the network involves too many issues it s very hard for ACTi to provide you to solution Thus please ask your MIS or the one build up your network infrastructure about how to solve this problem 9 3
152. k each function port and see if it is the same in both video server IP camera and the Streaming Activator below is a reference result 74 Video Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 NO Streaming 6002 7002 NO 3 If any of those are not the same this is a port setting problem 4 If all these port setting are the same this is not a port setting problem Solution 2 Adjust the setting of the streaming activator or video server IP camera to make the port setting is the same for each port Example Video 1 Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 Yes gt 6000 Streaming 6002 7002 Yes gt 6002 6 3 3 Management block The possible causes could be as below 6 3 3 1 Inappropriate baud rate parity stop bit setting The problem is discussed in 6 3 1 1 please go there for details 6 3 3 2 Inappropriate PTZ setting protocol camera ID The problem is discussed in 6 3 1 3 please go there for details 6 3 A f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 6 3 4 1 Problem feedback table Problem feedback table of login
153. l Panel Baud rate 4800 9600 No Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes After Serial Setting Serial Setting The same Analog Video Control Panel Baud rate 4800 4800 yes Parity None None Yes Byte length 8 8 Yes Stop bit 1 1 Yes 6 5 1 2 Inappropriate Network platform Serial Setting Baud rate Parity Bit le ngth Stop bit The problem is discussed in 6 3 1 1 please go there for details 6 5 1 3 Inappropriate Analog video Protocol setting These PTZ settings Protocol and Camera ID must be the same for Analog Video and Controlled device for PTZ function to work We will include both sections in this chapter below Clarification 2 First we have to check out the protocol of analog video and the controlled device depends on what device you use to control the PTZ the checkout procedure might be different Please refer to the table below PTZ setting No Description Analog Video Control Panel 1 Analog Camera Please refer to Please go the Video Server analog camera s control device PTZ manual setup page 2 IP PTZ camera with Please see table Please go the fixed serial setting below for control device PTZ information setup page 84 3 IP PTZ camera with Please refer to IP Please go the Adjustable serial camera hardware control device PTZ setting manua
154. l setup page Please refer to the table below for how to differentiate the IP PTZ camera and relative settings IP PTZ camera with fixed PTZ setting No Model Protocol setting Camera ID CAM 5130 Campro VI 1 2 CAM 5140 Campro VI 1 3 CAM 5150 Campro VI 1 IP PTZ camera with Adjustable PTZ setting No Model Protocol setting Camera ID 1 CAM 6100 Adjustable Camera ID Pelco P Adjustable Pelco D VCL 1 255 2 CAM 6200 Adjustable Camera ID Pelco P Adjustable Pelco D Eyeview 1 255 3 CAM 6500 Adjustable Camera ID Pelco P Adjustable Pelco D Dynacolor 1 255 4 CAM 6600 Adjustable Camera ID Pelco P Adjustable Pelco D Dynacolor 1 255 This protocol is marked as DSCP in the hardware manual 3 Then fill in the table below and check out if the settings from Analog Video and Network Platform are the same for each serial setting PTZ Setting Serial Setting The same Analog Video Control Panel Protocol Camera ID Sample table Serial Setting Serial Setting The same Analog Video Control Panel 85 Protocol Pelco P Pelco D No Camera ID 1 1 Yes 5 Ifall the PTZ settings are the same in Analog Video and Control Panel this is not a PTZ Setting issue 6 If any of the PTZ settings is not the same in Analog Video and Control Panel this is a PTZ
155. ld be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 278 5 If the check ok this is not a network communication problem Solution Follows the support package TS 00009 to build up the 1 11 12 1 3 internet communication step by step Blocked by firewall if you were connecting via WAN The problem is discussed in 10 11 1 2 please go there for details 11 12 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera
156. ld happen if your have limited PC authority which will cause you problem when a Executing program b Save recordings Clarification 4 Please check if you login this PC as Administrator or any account with the same authority 5 If yes this is NOT an inappropriate PC authority 6 If not this is an inappropriate PC authority Solution 2 Always login this PC as Administrator 10 15 1 3 Insufficient HD space If your HD space is not sufficient you will have problem recording files Clarification 5 Open NVR 6 Seeif there s HD insufficient warning pop out right after you login 7 Ifnot this is NOT an insufficient HD space 8 If not this is an insufficient HD space Solution 3 Your system must have enough HD space for software to record all the time 4 Please refer to each software s manual for the space required 10 15 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 15 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software Version Recording setting HD space PC login Authority As Admin power user or user N N CA 10 16 DIO problem Type 15 Refer to the caus
157. le there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 192 5 If the check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 10 9 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed in 10 9 1 2 please go there for details 10 9 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 193 address instead of Domain nam
158. lease change the PC network card with Intel Chipset Note Network cards with Intel Chipset have tested to be reliable and fast 8 3 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 8 3 2 4 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Software version Network Connection connection LAN or WAN or cross over PC spec CPU RAM Motherboard FSB VGA card PC network card Other details you find during clarification Chapter 9 Video Jitter Problem In this Chapter we will focus the problem that you 1 Can login the video server IP camera 2 Can monitor the image 3 You see jitter Image jumping from time to time We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 9 1 Find out the possible cause Please refer to the diagnostic flow to find out the problem type of the Login Problem Then you can refer to next section for advanced clarification and troubleshooting Check Item Remark Stepl Ch
159. lease gather the following information and contact our sales Please see introduction about how to contact 7 4 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Analog Video Lens type OSD setting if the camera have Lens cleanness CCD cleanness Cover cleanness Other details you find during clarification 7 5 Video Quality problem Type 4 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor f Ew 7 EZ z Imaging en AnalDU5peed ore e V Monitor gt Management d i Management lt 4 F Storage Network 7 5 1 Image block The possible causes could be as below 7 5 1 4 Inappropriate Network Platform Bit rate frame rate The video quality is determined by 3 parameters a Resolution b Bit rate c frame rate 124 Thus a wrong combination of the 3 parameters is very likely to cause the blurred images Clarification 1 Please refer to support package TS 00055 about the respective video Item Focus situation In either Day Night In switching between situation Day Night situation Normal Lens o IR cor
160. lutions Monitor i Fr Imaging lt 4 AnalDU5peed ore Management I Management lt 4 ad F Storage ba acti Network 11 4 1 Image block The possible causes could be as below 11 4 1 1 Inappropriate network platform MD setting The problem could be that the MD setup procedure wrong Clarification 1 Please recheck the testing procedure and see if the MD setting s wrong again 245 2 If not this is an inappropriate network platform MD setting problem 3 If yes let s look at the problem scenario a you are connecting via cross over cable b you follow the test procedure 4 It s less possible for you to have network problem and software setup problem Thus it would still be an inappropriate network platform MD setting problem Solution 1 Please follow the firmware manual for how to setup correctly 11 4 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 4 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server How do you set MD setting What do you see after you set it Other information you find during clarific
161. m could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem N 5 If the check ok this is not a network communication problem Solution Follows the support package TS 00009 to build up the 1 10 13 1 3 internet communication step by step Blocked by firewall if you were connecting via WAN The problem is discussed in 10 13 1 2 please go there for details 10 13 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP ca
162. ment If the environment lighting is now it is very likely to cause noise to happen Clarification 1 Switch the IP camera analog camera to a place where 145 lighting condition is ok and see if there s still noises 2 If not this is Analog video low lighting environment problem 3 If yes this is not Analog Video Low lighting environment problem Solution 1 To solve this issue you have to increase the lighting condition in the environment 7 11 1 2 Inappropriate Analog Video Day Night mode switch This section is for cameras with Day Night function only Sometimes the noises is caused by inappropriate mode Clarification 1 Switch the IP camera analog camera to Night mode and see if the noise disappears 2 If yes this is Analog Video Day Night mode switch problem 3 If not this is not Analog Video Day Night mode switch problem Solution 1 Please refer to camera s hardware manual for how to a Switch to Night mode b Enable the camera to switch automatically between day night mode 7 11 1 3 Inappropriate Analog Video AGC Auto Gain Control Sometimes the AGC will cause the camera to have noises But only if the lighting condition of your environment is always sufficient 146 otherwise we would recommend you to skip this section Clarification 1 Switch the IP camera analog camera s AGC to OFF and see if the noise disappears There might be 3 results and
163. ment i Management lt 4 P oF gt Storage ba acti Network 10 14 1 Network block The possible causes could be as below 10 14 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 217 Function Network environment Respective network ports Cross over LAN Port name Port number Default Login Yes Yes HTTP 80 View image Yes Yes HTTP 80 Register 6000 Streaming 6002 DIO signal Yes No Control 6001 2 As you can see from the table there s something wrong about your LAN Solution 1 Because this problem involves mostly about your LAN environment it s less possible for us to provide the solution 2 Please fill in your definition table Function Network environment Respective network ports Cross over LAN Port name Port number Login Yes Yes HTTP View image Yes Yes HTTP Register Streaming DIO signal Yes No Control 3 Please provide the definition table above to your MIS or your network architect for this problem Ask him for solution 218 10 14 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put
164. mera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 214 address instead of Domain name to connect to the video server IP camera a contingency plan 10 13 2 Storage block The possible causes could be as below 10 13 2 1 Inappropriate NVR E mail client setting This problem could happen if you didn t setup the FTP client setting in the NVR right Clarification 1 Please read the NVR s software manual for how to setup the E mail client setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate NVR E mail setting 4 Ifnot this is an inappropriate NVR E mail client setting Solution 1 Please refer to the NVR software manual for how to correctly set it 10 13 2 2 Inappropriate NVR event setting This problem could happen if you didn t setup the event setting
165. monitor the images 2 If yes this is a DNS problem 3 f not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP address instead of Domain name to connect to the video server IP camera an a contingency plan 11 8 2 Management block The possible causes could be as below 11 8 2 1 Inappropriate Streaming Activator FTP client setting This problem could happen if you didn t setup the FTP client setting in the Streaming Activator right Clarification 1 Please read the Streaming Activator s software manual for how to setup the FTP client setting Clarify if your settings are right If yes this is NOT an inappropriate Streaming Activator FTP setting 4 If not this is an inappropriate Streaming Activator FTP client setting Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 11 8 2 2 Inappropriate Streaming Activator event setting This problem could happen if you didn t setup the event setting in the Streaming Activator right Clarification 1 Please read the Streaming Activator s software manual for how to setup the event se
166. n current users 141 4 If your con current user doesn t exceed the con current user we supported this is a problem of too many con current users Solution 1 There are two types of solution to solve this problem a Decrease the bit rate to increase the con current user Note Decrease the bit rate might cause the video quality to decrease as well b Decrease the number of con current user decrease the number of user by changing system design 7 10 2 Network block The possible causes could be as below 7 10 2 1 Insufficient instable network bandwidth Insufficient network bandwidth or instable network bandwidth is very likely to cause the network package to be lost during transmission Too many drop network packages will cause mosaic Clarification 1 Because the mosaic disappears when connecting via cross over cable The problem definition will be as below Connection Type Mosaic Normal Previous network e Cross over o 2 Please bring the test result to your MIS or the one build up your network infrastructure and ask him to clarify if the network bandwidth is ok and stable Item Description Bit rate 3M Protocol Type 1 TCP 1 0 or TCP2 0 Number of 2 142 connections Connection Type Mosaic Normal Previous network o Cross over o 3 If yes this is not an insufficient instable network bandwidth problem 4 If not th
167. n the fixed serial setting below for web configurator information 3 IP PTZ camera with Please refer to IP Please login the Adjustable serial camera hardware web configurator setting manual Please refer to the table below for how to differentiate the IP PTZ camera and relative settings IP PTZ camera with fixed serial Analog Video Serial Setting No Model Baud 2 Parity Byte length Stop bit CAM 5130 9600 None 8 1 2 CAM 5140 9600 None 8 1 CAM 5150 9600 None 8 1 IP PTZ camera with Adjustable serial Analog Video Serial Setting No Model Baud Parity Byte length Stop bit rate 1 CAM 6100 Adjustable None 8 1 2 CAM 6200 Adjustable None 8 1 3 CAM 6500 Adjustable None 8 1 4 CAM 6600 Adjustable None 8 il Sample baud rate setting in web configurator L C Explorer Explorer htm Microsoft Internet Explorer BEE SRE WAC RORE TAG RAG O s gt 2 me vee lio JS iD E CAExploretExplorer htm Lurd fej Options S Kx id Cisach D G2 Grr dlocked f Check Lowbink Streaming Explorer v1 1 Connection Preview Cam 1 2006 05 20 18 28 33 Streaming Explorer Server IP 569 124 233 182 Mute on ute oce _Disronnect_ _ C XPTZRECH PTZ Setting l 7 F Yeh Vend I 2c An PA andor camaro nn 0d Protocol Kampro l a 18 7
168. n this Chapter we will focus the problem that you 1 Can login the video server IP camera 2 Can monitor the image MD event Problem 3 You can t use the Motion Detection function Example You can t record every time there s a motion happening We will provide a diagnostic flow for customer to find out his problem type within this problem category Then we will examine the possible cause for each problem type and find out the root cause and respective solutions 11 1 Find out the possible cause Please refer to the diagnostic flows to find out the problem type of the MD Problem We define two kinds of MD problem as below Ist No event You can t trigger even when there s a motion 2nd False alarm You have many unwanted motion events We have two diagnostic flows for different kinds MD problem Please refer to the diagnostic flow to find the and refer to next section for possible cause clarification and solutions 11 1 1 No event MD problem diagnostic flow Check Item Remark Stepl Check the Control Device Step2 What MD function do you have problem with Step3 Web Configurator Detailed procedure Can you see RED square at the Video Adjust on the web configurator will be added in next version Streaming Activator Can you see RED square at Motion Detection setup page while connecting directly via cross over cable Detailed procedure will be added in next version
169. nd see if it is the same in both video server IP camera and the Streaming Activator below 1s a reference result Video f Port Streaming Function Server IP The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 NO Streaming 6002 7002 NO 3 If any of those are not the same this is a port setting problem 4 Ifall these port setting are the same this is not a port setting problem Solution 1 Adjust the setting of the streaming activator or video server IP camera to make the port setting is the same for each port Example Video f Port Streaming Function Server IP f The same Function Activator camera Monitor HTTP 80 80 Yes Register 6000 7000 Yes 47 gt 6000 Streaming 6002 7002 gt 6002 Yes 5 5 2 Management block The possible causes could be as below 5 5 2 1 Inappropriate Streaming Activator version For some previous Streaming Activator version it doesn t support all our IP cameras Then it could cause the monitor to fail Clarification 1 Check the table below to see if it is a Streaming Activator version problem Video Server IP camera Protocol version Streaming Activator version TCP1 0 TCP2 0 Version before OK OK Fail Fail 1 36 00 00 Version after OK OK OK OK 1 36 00 00 Note Please refer to the support package TS 00104 Firmware function comparison table of TCP1 0
170. nnect WAN IP setting IP address Submask Gateway PC IP setting Use it to connect IP address Submask Gateway Network Network diagram deployment Respective setting of switch routers 63 6 3 PTZ problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S BN Imaging lt 4 AnalbU5peed oe Management I a Management lt 4 Ld F Storage ba acri Y Network 6 3 1 Image block The possible causes could be as below 6 3 1 1 Inappropriate Analog video Serial setting Baud rate Parity Bit length Stop bit These serial setting baud rate parity stop bit must be the same for analog video and network platform for PTZ function to work We will include both sections in this chapter below 64 Clarification 1 First we have to check out the serial settings of analog video and control device Web configurator The checkout procedure might be different Please refer to the table below Serial Setting No Description Analog Video Control device Analog Camera Please refer to Please login the Video Server analog camera s manual web configurator IP PTZ camera with fixed serial setting Pleas
171. nnection type 1 RS 485 2 RS 232 3 RS 422 2 Check if the connection between the control panel and the streaming activator PC as below please follow the converter manual for how to connect No Description Connection 1 RS 485 Control panel gt Serial converter RS 485 to RS 232 gt PC com port 2 RS 232 Control panel gt PC com port 3 RS 422 Control panel gt Serial converter RS 422 to RS 232 PC com port 3 If the connection is right this is not control panel connection problem 4 Ifthe connection is not right this is a control panel connection problem Solution 1 Please follow the system diagram above in the problem clarification and modify the connections 6 4 1 2 Inappropriate Panel connection setting setting Baud rate Parity Byte length Stop bit Com port setting These Panel connection settings have to be the same for the control panel and the streaming activator for this function to work P 78 Clarification 1 First we have to check out these Panel connection settings of control panel and streaming activator And fill in the table below Panel connection settings No Description Control Panel Streaming Activator 1 Baud rate m Tm 2 Parity z 2 3 Byte length T ala 4 Stop bit i Es 3 Com port Y TEE Please refer to the hardware manual for details Please login the activator to view
172. nsmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 MD signal Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 270 5 If the check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 11 10 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed in 11 9 1 2 please go there for details 11 10 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address
173. nt setting This problem could happen if you didn t setup the event setting in the web configurator right Clarification 1 Please read the support package TS 00019 for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT a network platform event setting 4 If not this is a network platform event setting Solution 2 Please refer to the support package TS 00019 for how to correctly set it 11 7 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to 254 contact 11 7 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software model Software version DO IDO device spec DO connection diagram Other data you find during clarification Server PC 255 11 8 MD Problem Type 7 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeedibDome Management I a Management lt 4 d F Storage ba acri Network 11 8
174. o sesta se e ee en Pese seen sees esee eee seen Pee seen oeste 31 5 1 FIND OUT THE POSSIBLE CAUSE esee ener eset esesese sse etes eset ases setate tette tette te teen 31 5 2 MONITOR PROBLEM TYPE 1 eeeeeeeeeeeee e eeneeenemememememememen nennen en ese ess esas sss sse ese e es esee 33 5 3 MONITOR PROBLEM T YPEB 2 A Sedet givest iet teste aves eee eo DO AR 38 5 4 MONITOR PROBLEM T YPE Jret sessseseseeeseseeeseseeesecesescscscscscscecscscscscsesseseseeees 41 5 5 MONITOR PROBLEM T YPBE4 etecteceece t etre exo eei oet ete tier RR eC 46 5 6 MONITOR PROBLEM TYPE 5 eeeececeeeeeeee eene eenenenem enne ee ee ense eese tese ese s sss ese e esses esee ase 50 5 7 MONITOR PROBLEEM TYPE 5 eei err eels oven sedated epee tiep 50 CHAPTER 6 PTZPROBLENL 5ni ede re t eeu ni eer veo o seen orat eo iu i Ve Evo cise stensesseveasdisevsectentedsesteserees 57 6 1 FIND OUT THE POSSIBLE CAUSE eere ve ER E ORE RETE S S 57 6 2 PTZ PROBLEM PE a a e a teen ea e eats 59 6 3 PEZ PROBLEM TYPE 2v endossa seese eieae i to t e a e aS 64 6 4 PTZ PROBLEM TYPA Sn r S E E E A ARR TT 6 5 PTZPROBLEM TYPE4 eA WS eie can ee teak oe She I NIRE bU res 81 6 6 PTZ PROBLEM TYPB35 tete e cuenta clea E E wep Eees ene ee e eee tente bsp cencwecd 91 CHAPTER 7 VIDEO QUALITY PROBILLEM cccssssscsssssccee cossssccccssseccssssccccssecccceccnsceecess 105 7 1 FIND OUT THE POSSIBLE CAUSE cicio sereo a eee eeren eaeoe Erra ien 105 7 2 VIDEO
175. o the video server IP camera It could be caused by the video server IP camera IP address This setting is relevant to PC s IP address and Subnet mask setting Then we will discuss both of them 1n this section 18 Clarification 1 Connect the Video Server IP camera via cross over cable 2 Open IP utility and click Refresh to search for the Video Server IP and PC s IP address IP utility should be version later than 3 1 05 BHE PM ACTi IP utility v3 1 Listing Firmware Backup amp Restore MM NN FRarrest EL Eat upaate Touiicate Page 1 OT Wi 4 Records Detail 4 Hostname C LANIP C wan ip DU MAC Version Model Account Password wii ACTI 1921681242 610001 80 00 0F 70 0013 E1 B1D V1 00 07 AC JL E 00 0F 7 C 00 10 37 i IP Quad Djs jam oo oF 7c 00 08 E7 AID POVVIO308 Video sewer E 00 0F 7C 00 08 E8 ie D PQV V1 04 01 Video Serve SOFAS EAE oy AE Bahay IP ERE e E Bil BEAD fedis 30622 es IF eA IP ERTE Em PPB LE ae eee 255 255 255 0 BRED GE NN mo EETA D DNS ESTED a T amp FH DNS DARE P 168 95 i il Fifth DNS DARBEA ws 4 Fill in the table below Video Server IP PC camera IP address A1 B1 C1 D1 A2 B2 C2 D2 Subnet Mask E1 F1 G1 H1 E2 F2 G2 H2 5 Check according to the check item and see if it follows the rule below Video Server IP PC camera Setting A1
176. o your MIS or your network architect for this problem Ask him for solution 60 6 2 1 2 Inappropriate network port forwarding if you were connecting via WAN The problem could be the inappropriate network transmission Network transmission involves correct setting below Then we put them all together Network transmission check table Category Sub category Video Server Internet connectivity Port setting Network Port forwarding Firewall setting PC Internet connectivity Clarification 1 Below is the status of this problem definition so far Function Network environment Respective network ports Cross over WAN _ Port name Port number Default Login Yes Yes HTTP 80 Monitor Yes Yes HTTP 80 Register 6000 Streaming 6002 PTZ Yes No Control 6001 2 As you can see from the table there s something wrong about your WAN 3 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication for Monitoring images 4 Ifthe check fails this is a network communication problem 61 5 If the check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 6 2 1 3 Blocked by firewall if you were connecting via WAN The problem is discussed
177. ommunication problem 287 5 If the check ok this is not a network communication problem Solution Follows the support package TS 00009 to build up the 1 11 14 1 3 internet communication step by step Blocked by firewall if you were connecting via WAN The problem is discussed in 11 14 1 2 please go there for details 11 14 1 4 DNS problem if you were connecting via DNS This problem could happen if you connect to the video server IP camera using Domain Name Ex http myroom dyndns org instead of IP address Ex http 59 233 23 59 Clarification 1 Please switch the software setting from IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 288 address instead of Domain name to connect to the video server IP camera an a contingency plan 11 14 2 Storage block The possible causes could be as below 11 14 2 1 Inappropriate NVR E mail client setting This problem could happen if you didn t setup the E mail client settin
178. orage ba acri Network 11 2 1 Image block The possible causes could be as below 11 2 1 1 Inappropriate network platform FTP client setting This problem could happen if you didn t setup the FTP client setting in the web configurator right Clarification Please read the support package TS 00019 for how to setup the FTP setting 239 2 Clarify if your settings are right 3 If yes this is NOT a network platform FTP client setting 4 If not this is a network platform FTP client setting Solution 1 Please refer to the support package TS 00019 for how to correctly set it 11 2 1 2 Inappropriate network platform event setting This problem could happen if you didn t setup the event setting in the web configurator right Clarification Please read the support package TS 00019 for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT a network platform event setting 4 If not this is a network platform event setting Solution 1 Please refer to the support package TS 00019 for how to correctly set it 11 2 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 2 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description
179. ort this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 12 3 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Software Version Schedule setting MDB file Software database Oo Oo 12 4 Record amp Playback Problem Type 3 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S E zi 3 Imaging lt 4 AnalDU5peed ore Management I Management lt 4 F Storage ba acti Network 12 4 1 Image Block The possible causes could be as below 12 4 1 1 Inappropriate network platform Time setting If you doesn t setup the Time in the video server IP camera well you might be able to find the file That s because ACT s recordings has the time embedded and the software search the recordings by its time embedded in the recorded file 314 Clarification 1 This is clear that your time of the video setting is wrong as you can see from the search result Solution 1 Please refer to the firmware manual of the video server IP camera for how to set it up
180. ow to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 12 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version 280 Video Server Use it to connect LAN IP setting IIP address Submask Gateway Video Server Use it to connect WAN IP setting P address Submask Gateway Streaming Version Activator event E vent action Network deployment Network diagram Respective setting of switch routers 281 11 13 MD Problem Type 12 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES S i Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage Network 11 13 1 Management block The possible causes could be as below 11 13 1 1 Inappropriate recording setting This problem could happen if your recording settings are wrong Clarification 9 Please read the Streaming Activator s software manual for how to setup the record setting 10 Clarify if your sett
181. parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging AnalDU5peen DOTT Management I 4 Management lt 4 ad E F Storage ba acri Y Network 8 2 1 Monitor Management Storage block The possible causes could be as below 8 2 1 1 Too many con current users The latency problem might happen if there s too many con current user connecting to the video server IP camera and cause the it overload Clarification 151 1 Please fill in the table below about the video setting and number of con current users If you use one PC to record and one PC to view the images there are two con current user of this video server IP camera Item Description Bit rate Protocol Type TCP1 0 or TCP2 0 Number of connections Please refer to the support package TS 00104 and your video setting in web configurator for Protocol type are you using Example Item Description Bit rate 3M Protocol Type 1 TCP1 0 or TCP2 0 Number of 2 connections 2 Refer to the table below to find out the con current user we support This table is divided by different combination of bit rate and protocol types Protocol type Bit rate TCPI 0 TCP2 0 3M 1 2 1 5M 3 6 750K 6 12 3 If your con current user exceeds the con current user we
182. platform Serial Setting Baud rate Parity Bit length Stop bit The problem is discussed in 6 3 1 1 please go there for details 67 6 3 1 3 Inappropriate Analog video Protocol setting These PTZ settings Protocol and Camera ID must be the same for Analog Video and Controlled device for PTZ function to work We will include both sections in this chapter below Clarification 1 First we have to check out the protocol of analog video and the controlled device depends on what device you use to control the PTZ the checkout procedure might be different Please refer to the table below Adjustable serial setting manual camera hardware PTZ setting No Description Analog Video Control device 1 Analog Camera Please refer to Please go the Video Server analog camera s control device PTZ manual setup page 2 IP PTZ camera with Please see table Please go the fixed serial setting below for control device PTZ information setup page 3 IP PTZ camera with Please refer to IP Please go the control device PTZ setup page Please refer to the table below for how to differentiate the IP PTZ camera and relative settings IP PTZ camera with fixed PTZ setting No Model Protocol setting Camera ID CAM 5130 Campro VI 1 2 CAM 5140 Campro VI 1 3 CAM 5150 Campro VI 1 IP PTZ camera with Adjustable PTZ setting No Model Protocol
183. port this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 12 2 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software Version Recording setting HD space PC login Authority As Admin power user or user 12 3 Record amp Playback Problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S ES S i Imaging 4 AnaogbpeediDome Management I a Management lt 4 d E F Storage ba acti Network 12 3 1 Management block 12 3 1 1 Inappropriate schedule setup This problem could happen if you didn t setup the schedule setting in the software right Clarification Please read the software s software manual for how to setup the event setting 2 Clarify if your settings are right 312 3 If yes this is NOT an inappropriate schedule setting 4 If not this is an inappropriate schedule setting Solution 1 Please refer to the software manual for how to correctly set it 12 3 2 If problem not solved how to rep
184. r software Window XP Browser Internet Explorer 6 0 and above 2 If they are correct then it s not software problem 3 If they are not correct it might be software problem Solution 1 Please install and use the software recommended 4 3 2 2 Wrong ID and password The login might fail if you input the wrong account ID and password Clarification 1 ID and password is captive sensitive please make sure that you are inputting the right one Default ID Admin captive sensitive Default Password 123456 Solution 1 If you can t recall the ID and password please Hardware reset the camera See respective hardware user manual 2 Then login with the default ID and password Default ID Admin captive sensitive Default Password 123456 N N 4 3 3 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 4 3 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Other information you found during the testing 4 4 Login Problem Type 3 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause t
185. r to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeedibDome Management I a Management lt 4 d E F Storage ba acti Network 10 7 1 Image block The possible causes could be as below 10 7 1 1 Inappropriate network platform event setting This problem could happen if you didn t setup the event setting in the web configurator right Clarification Please read the support package TS 00019 for how to 185 setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT a network platform event setting 4 Ifnot this is a network platform event setting Solution 1 Please refer to the support package TS 00019 for how to correctly set it 10 7 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 7 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use
186. re Can you record manually manual Search fail Refer to software Can you search while setting search start manual time to 1970 01 01 and end time to current time Can t playback Detailed procedure Can you find the file in the path will be added in next version Step4 Other advanced clarification related to each problem Recording Can you use streaming Activator to receive DI signal while connection to the devices via cross over cable 307 Recording Activator Can you see RED Square at motion detection setup page while connecting via cross over cable Recording NVR Detailed procedure Can you see RED Square at motion will be added in detection setup page while connecting via next version cross over cable Recording problem Diagnostic Flow 1 Streaming Activator Lm ex 7 E Please go to Chapter 11 Motion Detection Please go to Chapter 10 DIO 308 12 2 Record amp Playback Problem Type 1 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S E E 3 Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage Network 12 2 1 Management block The possible causes could be as below 12 2 1 1 Inappropriate recording
187. re video Parameter setup in the Streaming Activator This will result in in correct color rendering during image compression Clarification 1 Open Streaming Activator and go to Camera Setup page 2 Click Preview to connect to the video server IP camera and find the video parameter 110 l3 Configuration Channel 4 I oop MC Record Schedule bo Motion Detect Notification Fill them in the video parameter table below I Recommended Software Monitor Type value setting Video Type NTSC PAL Hue 50 50 Brightness 55 55 Contrast 55 55 Saturation 85 85 3 If these video parameters are the same as recommended this is not a software video parameter problem 4 If any of these software video parameters are not the same as recommended this is a software video parameter problem Solution 1 Adjust the software video parameter to make it exactly the same as the one in recommended 111 Account oo System 7 2 3 Other block The possible causes could be as below 7 2 3 1 Inappropriate PC TV monitor setting The color rendering issue might be caused by incorrect monitor you use Clarification 1 Make sure the Video Parameter in Web configurator is ok first Follow the rules in 7 2 1 7 2 3 7 2 4 2 Try to image on this monitor and see if the color is correct 3 If yes this is not PC
188. re and software are probably registered trademarks of respective companies Liability Every care has been taken during writing this manual Please inform your local office if you find any inaccuracies or omissions We cannot be held responsible for any typographical or technical errors and reserve the right to make changes to the product and manuals without prior notice Table of Contents CHAPTER 1 INTRODUCTION eee e eva sooo tno ea pane uUa poo borra anal en Po reiten a aee ba boo ee Ra reo e Pa reat en seese 1 1 1 TECH SUPPORT WORKFLOW ccccccccecececececececececsecececesecesesesesessseseseseseseussssensssnssesesesesesesesess 2 CHAPTER 2 IP SURVEILLANCE SOLUTION TROUBLE SHOOTING SECTION ERROR BOOKMARK NOT DEFINED CHAPTER 3 FIND YOUR PROBLEM TYPE ERROR BOOKMARK NOT DEFINED 3 1 PROBLEM TYPE TABLE eere ERROR BOOKMARK NOT DEFINED CHAPTER 4 LOGIN PROBLEM eese eet on eaae rapa soscssnsenssosnscnsosbecsesssbeeessosbsosasssbsesosovisessssese s 14 4 1 FIND OUT THE POSSIBLE CAUSE cette enenenesesesese es eses stes ese sessi stent ntn nennen 14 4 2 LEOGINPROBEEM TYPE 1 aeter teens rr ERE IE de XP EISE PUT PERSEE ESO EVO IM GeQY 16 4 3 LOGIN PROBLEM TYPE32 eet et t ect te ca tease e eei de setae E eset 18 4 4 LOGIN PROBLEM TYPE eene dossctendeddeoduatecdvctslecsacetnced eode ide bete eee ei eoe e eo eue 27 CHAPTER 5 MONITOR PROBLEM eee ee ee eere eet ee t
189. rect e 2 If you are using IR correct lens this is not an analog video lens type problem 3 If you are not using IR correct lens this is an analog video Lens type problem Solution Please purchase the lens with IR correct function to ensure the focus right in switching between Day Night modes 7 5 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 7 5 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Analog Video Resolution CA Frame rate Bit rate Other details you find during clarification 126 7 6 Video Quality problem Type 5 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor S EN Imaging lt 4 AnaogbpeedibDome Management I Management lt 4 ad F Storage Network 7 6 1 Image block The possible causes could be as below 7 6 1 1 Inappropriate Analog Video Video Type The video flash is likely to be caused by inappropriate Video Type
190. rom IP address from Domain Name to IP address and see if you can monitor the images 2 If yes this is a DNS problem If not this is not a DNS problem Solution 1 Report the following information to our sales We will provide you an updated version A S A P Category Description Example Hardware SED 2120 Model number Firmware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 265 address instead of Domain name to connect to the video server IP camera an a contingency plan 11 9 2 Management block The possible causes could be as below 11 9 2 1 Inappropriate Streaming Activator e mail client setting This problem could happen if you didn t setup the e mail client setting in the Streaming Activator right Clarification Please read the Streaming Activator s software manual for how to setup the e mail client setting Clarify if your settings are right If yes this is NOT an inappropriate Streaming Activator e mail client setting 4 Ifnot this is an inappropriate Streaming Activator e mail client setting Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 11 9 2 2 Inappropriate Streaming Activator event setting This problem could happen if you didn t setup the event setting in the Streaming Activator right Clarification
191. se related to the recording files This problem happens when the software 341 a delete the oldest recording b keep the event database related to the recording files Solution 1 Please provide the feedback table as below and contact our sales See introduction about how to contact We will give you an solution A S A P Problem feedback table of login problem 1 Category Sub category Description Product model Model number Software Version Your recording setup Database Chapter 13 Appendix 13 1 Appendix A How to test your latency Below is the latency testing procedure for you to find your own latency You can then refer this latency figure to our latency figure Then you know whether you have the optimized latency performance or not 13 1 1 A Get the counter program 13 1 1 1 Download the program http www acti com support Package TS 00066 counter zip 13 1 1 2 Unzip the file A counter exe appears 13 1 2 B Test procedure 13 1 2 1 Execute the counter exe A counter window appears 33 ACTi Frame Counter SMPTE Setting PAL Start v D O2 13 1 2 2 Let an IP camera shoot this counter window An IP camera or a camera connected to video server OU IP Camera Shooting at the Monitor A counter Counter exe Li j 1 Te Digital Still Inmtermet Ql Camera em m Get the counter i difference Transcoder Monitor B Remote images
192. splay 3 Check if you see an error sign at the bottom left corner of the web page 4 If yes this is an ActiveX control installation problem 5 If not this is not an ActiveX control installation problem Solution 1 Please login this computer as an administrator Sometimes only Administrator can install ActiveX 2 Forsome models you can install the ActiveX directly from the video server IP camera just click to allow your PC to install the ActiveX control 3 If you still can t install the AcitveX control please install the ActiveX control installer You can always get it from http actiftp hosting4less com ACTIGENERAL AP amp Man ual ActiveX 20control 5 3 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 5 3 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway PC IP setting Use it to connect IP address Submask Gateway Network Network diagram deployment Respective setting of switch routers Other
193. t forwarding Firewall setting PC Internet connectivity Because each parts are dependent to each other Then we put them all together in this section Clarification 1 Please read the support package TS 00009 attached Chapter 1 3 How does internet communication works Appendix C How to check the network communication 2 If the check fails this is a network communication problem 3 Ifthe check ok this is not a network communication problem Solution 1 Follows the support package TS 00009 to build up the internet communication step by step 4 5 1 2 Inappropriate network port setting The problem is discussed in 4 5 1 1 please go there for details 4 5 1 3 Video server IP camera has no internet connectivity The problem is discussed in 4 5 1 1 please go there for details 4 5 1 4 Blocked by firewall The problem is discussed in 4 5 1 1 please go there for details 4 5 1 5 PC has no internet connectivity The problem is discussed in 4 5 1 1 please go there for details 4 5 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 4 5 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Serv
194. tomer 1 1 Tech Support Workflow Below is the Tech support workflow because the e mail communication between ACTi and you will cost a lot of time Fail OK Get a problem 2 Refer to Manual Most problems can be solved by reading the manual Please check the manual for details about the hardware connection software installation software configuration hardware configuration and other notes on use and installation 3 Refer to On line Tech Support In addition to Manual you can also check the Tech Support Contents on the website Website Tech Support http www acti com support support index asp Technical FAQ http www acti com support support package asp Technical Guide http www acti com support on line support asp 4 Gather Problem Information If none of document solves your problem please follow the trouble shooting guide and prepare necessary information to ACTi sales and technical support It will greatly minimize the problem solving time 5 Contact Sales Contact your sales representative and report the problem information for advanced trouble shooting Copyright This manual is the intellectual property of ACTi and is protected by copyright All Rights are reserved No part of this document maybe reproduced or transmitted for any purpose by any means including electronic or mechanical without the official written permission from ACTi Trademarks All names used in this manual for hardwa
195. tting Clarify if your settings are right 3 If yes this is NOT an inappropriate Streaming Activator event setting 4 If not this is an inappropriate Streaming Activator event client setting 260 Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 11 8 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 8 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway Streaming Version Activator event FTP setting E vent action Network Network diagram deployment Respective setting of switch routers 261 11 9 MD Problem Type 8 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeedibDome Management I a Management lt 4 d F
196. tup if you are connecting a video server to an analog camera The serial connection problem might happen ONLY on video server analog cameras If you are not using video servers analog cameras please skip this section The serial connection type and serial physical connection have to be right on both Video server and Analog cameras for PTZ function to work Thus we put them both Clarification 2 Check out the serial connection type of the analog camera and video servers and fill in the table below Serial Connection type No Description Analog camera Video server 1 RS 485 g Default 7 RS 232 i 3 RS 422 Please refer to the analog camera s hardware manual for its serial connection type Sample table Serial Connection type No Description Analog camera Video server 1 RS 485 Default 2 RS 232 RS 422 Yes 7 If all the Serial Connection type is the same in Analog Camera and Video server this is not a Serial Connection type Then we go on next step to check out serial physical connection 8 Ifany of the Serial Connection type is not the same in Analog Camera and Video server this is a Serial Connection type issue Please go to solution to solve it 99 first Follow the system diagram below for how does each serial physical connection goes You might need to refer to video server and speed dome s hardware manual
197. ufficient instable network bandwidth problem 4 If not this is an insufficient instable network bandwidth problem Solution 1 Because the network involves too many issues it s very hard for ACTi to provide you to solution Thus please ask your MIS or the one build up your network infrastructure about how to solve this problem 8 2 3 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 8 2 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Bit rate Protocol type Gateway Software Number of con current user Network Network diagram deployment Respective setting of switch routers CA CA 8 3 Latency problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor Imaging AnalDu5peed Oe Management I 4 Management lt 4 E F Storage ba acti Network 8 3 1 Monitor Management Storage Block The possible causes could be as below
198. ur settings are right 3 If yes this is NOT an inappropriate NVR event setting 4 If not this is an inappropriate NVR event client setting Solution 1 Please refer to the NVR s software manual for how to correctly set it 11 15 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 11 15 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting IP address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway NVR event Version Event action Network Network diagram deployment Respective setting of switch routers 206 11 16 MD Problem Type 15 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging AnalDu5peed Oe Management i Management lt 4 P oF gt Storage a ma n8 LA ACTi Network 11 16 1 Storage block The possible causes could be as b
199. ution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 10 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway Streaming Version Activator event E mail setting E vent action Network Network diagram deployment Respective setting of switch routers 201 10 11 DIO problem Type 10 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor i Fr Imaging 4 AnaogbpeediDome Management I a Management lt 4 d F Storage ba acti Network 10 11 1 Network block The possible causes could be as below 10 11 1 1 Inappropriate network infrastructure if you were connecting via LAN The problem could be the inappropriate network infrastructure Clarification 1 Below is the status of this problem definition so far 202
200. ve can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 5 6 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Hard model Model number Firmware Firmware version Software model Use it to connect Software version Video Server Use it to connect LAN IP setting IP address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway PC IP setting Use it to connect IP address Submask Gateway 5 7 Monitor Problem Type 6 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor Lond od Imaging Management Management lt d SF gt Storage I GP Network M Analog Video Network 5 7 1 Network block The possible causes could be as below 5 7 1 1 Inappropriate network port setup The network port setting of the video server IP camera should be the same as the configuration in Streaming Activator otherwise there might be no images coming out Clarification 1 Login the camera and open streaming Activator to fill in 54 the port setting table below
201. ware A1D V2 00 00 version Software model NVR Software V 1 00 00 version 2 Before you get that updated version you can use IP 205 address instead of Domain name to connect to the video server IP camera a contingency plan 10 11 2 Management block The possible causes could be as below 10 11 2 1 Inappropriate Streaming Activator event setting This problem could happen if you didn t setup the event setting in the Streaming Activator right Clarification 1 Please read the Streaming Activator s software manual for how to setup the event setting 2 Clarify if your settings are right 3 If yes this is NOT an inappropriate Streaming Activator event setting 4 If not this is an inappropriate Streaming Activator event client setting Solution 1 Please refer to the Streaming Activator s software manual for how to correctly set it 10 11 3 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 11 3 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version 206 Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect
202. y 2 If yes this is NOT an inappropriate PC authority 3 f not this is an inappropriate PC authority Solution 1 Always login this PC as Administrator 10 12 1 3 Insufficient HD space If your HD space is not sufficient you will have problem recording files Clarification 1 Open Streaming Activator 2 Seeif there s HD insufficient warning pop out right after you login 3 If not this is NOT an insufficient HD space 4 If not this is an insufficient HD space Solution 1 Your system must have enough HD space for software to record all the time 209 2 Please refer to each software s manual for the space required 10 12 2 If problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 10 12 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Software Version Recording setting HD space PC login Authority As Admin power user or user 210 10 13 DIO problem Type 12 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor T
203. yone that build your network infrastructure 2 Give him the test report above and ask him to fix the ping fail problem 4 2 2 f problem not solved how to report this problem If the solution above can t solve the problem please gather the following information and contact our sales Please see introduction about how to contact 4 2 2 1 Problem feedback table Problem feedback table of login problem 1 Category Sub category Description Product model Model number Firmware Firmware version Video Server Use it to connect LAN IP setting P address Submask Gateway Video Server Use it to connect WAN IP setting IP address Submask Gateway PC IP setting Use it to connect IP address Submask Gateway Network Network diagram deployment Respective setting of switch routers 17 4 3 Login Problem Type 2 Refer to the cause clarification and respective solutions of each problem type below RED circled parts below indicating which building block might cause this problem Best MPEG 4 IP Surveillance Solutions Monitor Imaging Management Management F Storage I l GP Network M Analog Video 4 Network 4 3 1 Network block The possible causes could be as below 4 3 1 1 Inappropriate Video server IP camera IP address setting Sometimes you can t link t

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