Troubleshooting: Sharp losing connectivity and live feed not working - Genetec Patroller™ 6.6

Genetec Patroller™ City Parking Enforcement User Guide 6.6

Genetec Patroller™
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If the Sharp is losing connectivity and the live feed is not working, you can troubleshoot the issue.

What you should know

CAUSE: There might be a problem with the ethernet cable or wire connections. The Sharp unit might also be offline, or there might be a hardware or software issue.


  1. Verify that the ethernet cable is plugged in to both the in-vehicle computer and the Sharp system's base unit, which is usually located in the vehicle trunk.
  2. Ping the Sharp unit from your in-vehicle computer to verify that the computer can communicate with the unit, as follows:
    You must know the IP address of the Sharp camera.
    1. In the in-vehicle computer, tap Start > Accessories > Command Prompt.
    2. In the Command Prompt, type ping <IP address of Sharp camera> -t, and press Enter on your keyboard.
    3. Do one of the following:
      • If you see a reply from the specified IP address, contact your Genetec Patroller™ administrator. The problem might be related to the software running on the Sharp unit.
      • If you receive the message “request timed out”, the problem might be related to the computer's ethernet card or other hardware. The problem might also be related to the setup of the in-vehicle network. For example, your computer might not have a network address in the same range as the Sharp unit. For more information, contact your Genetec Patroller™ administrator.
  3. Verify that the camera connection to the base unit is wired correctly. If it is not, the Sharp system can still read plates, but the live feed is not displayed. Contact your Genetec Patroller™ administrator if you suspect this might be the issue.