Troubleshooting video units and cameras in Security Center - Security Center 5.9 - 5.11

Applies to
Security Center 5.9 - 5.11
Last updated
2022-11-07
Content type
Troubleshooting topics
Language
English (United States)
Product
Security Center
Version
5.11
5.10
5.9

Troubleshooting video units and cameras in Security Center

Issues with live video

Cannot watch live video in Security Desk

If you cannot view live video in Security Desk, you can troubleshoot the issue.

What you should know

There are several possible causes for a missing video error:
  • The network is slow.
  • Port connection has issues.
  • The video stream was dropped while being redirected to Security Desk.

Procedure

  1. Wait to see if the camera connects.
  2. If the problem persists for more than 10 seconds, click Show diagnosis in the tile, or press Ctrl+Shift+D.
    Information about the video stream is displayed. The current step is highlighted:

    Initializing
    The media player is preparing the required resources to display the video stream.
    Connecting to Media Router
    The media player is establishing connection with the Media Router to obtain the network location of the stream.
    Connecting to Archiver and redirector
    The media player is establishing connection with the Archiver and the redirector to request video.
    Requesting live stream
    The connection is established between the Archiver and the Media Player. The Media Player is now requesting the live stream.
    Analyzing the stream
    The client workstation requested and received the stream. The media player analyzes the stream to detect the video format and the presence of key frames. After the stream is validated, the video is decoded.
    Tip: Click the Help link for a list of things that you can do to troubleshoot the issue.
  3. Confirm that the unit is online.
    If the unit is red in the Video task in Config Tool, then troubleshoot why the video unit is offline.
  4. Verify that you can ping the unit:
    1. In the Config Tool Video task, select the red video unit.
    2. At the bottom of the Video task, click Unit > Ping ().
    If there is no reply, the unit is offline (broken, unplugged, and so on), or there is a problem with your network.
  5. Make sure you can connect to the unit, and then click Unit > Unit’s web page.
    Tip: You can also determine if you have the correct credentials for the unit.
  6. Verify that Security Center supports the unit, and that the unit is running the certified firmware.
    For a list of video units supported by Security Center, see our Supported Device List.
  7. Change the video unit’s connection type to the Archiver:
    1. In the Config Tool Video task, select the red camera.
    2. Click the Video tab.
    3. From the Connection type drop-down list in the Network settings section, select a different connection type.
    4. Click Apply.
  8. Try viewing playback video from the camera:
    1. In the Security Desk Archives task, select the camera.
    2. Select the most recent video archive available and click Generate report.
    3. After the report is generated, try to view the video from the archive.
      • If you can view the video, continue with the next troubleshooting step.
      • If you cannot view any video, contact Genetec™ Technical Assistance Center.
  9. If you have an expansion server on your system running the Archiver role, try to view video from the expansion server:
    1. Open Security Desk on the expansion server.
    2. In the Monitoring task, drag the camera from the area view to a tile in the canvas.
      • If you can view video, it might be a problem with the redirection from the Media Router to your Security Desk. Continue with the next troubleshooting step.
      • If you cannot view any video, contact Genetec™ Technical Assistance Center.
  10. Make sure the correct ports are open on your network so that there is no firewall blocking the video stream.
  11. Verify that each network on your system is configured properly:
    1. From the Config Tool home page, open the Network view task.
    2. Select a network, click the Properties tab, and make sure all the settings are correct (IP prefix, subnet mask, routes, network capabilities, and so on).
    3. If required, change the network settings and click Apply.
    For more information, see About networks.
  12. Force Security Desk to use a different connection type:
    1. From the Security Desk home page, click Options > General.
    2. In the Network options section, next to the Network option, select Specific.
    3. From the drop-down list, select a different network and click Save.
    4. Restart Security Desk.
    5. If changing the network connection does not work, repeat the steps to test using other networks.
  13. If you still cannot view video, click Show video stream status in the tile, and then troubleshoot the video stream.
  14. If the issue persists, contact Genetec™ Technical Assistance Center.

Troubleshooting video stream issues

In Security Desk, you can diagnose the status of video streams displayed in the canvas.

What you should know

Diagnosing the video stream helps you to determine the point along the network path where the flow of information is broken. Each component is displayed with incoming and outgoing traffic information. This information can be used to identify potential problems with the video unit, the archiving role, or with redirection to Security Desk, and so on.

Procedure

  1. In Config Tool or Security Desk, display a camera in a tile.
  2. Press Ctrl+Shift+R.
    Diagnostic information about the video stream is overlaid in the tile.
  3. Click OK to view information about each of the following video stream connections:
    Archiver or Auxiliary Archiver or Federation™ redirector
    The streaming status from the source camera to the Archiver role, Auxiliary Archiver role, or Federation™ redirector initially providing the stream.
    Redirector
    The streaming status from the Archiver role, Auxiliary Archiver, or Federation™ redirector to the redirector routing the stream to the next hop.
    NOTE: All redirectors involved in the routing are listed.
    Media player
    The streaming status from the last redirector involved in the routing to your Security Desk workstation.
  4. Click Close.

Troubleshooting H.264 video stream issues

If you are having problems viewing H.264 video streams, you can disable the AVCodec_ErrorRecognition advanced Archiver role setting.

Procedure

  1. In the Config Tool Video task, select the Archiver to configure.
  2. Click the Resources tab.
  3. At the bottom of the Resources tab, click Advanced settings.
  4. Click Additional settings.
  5. In the Additional settings dialog box, click Add an item ().
  6. In the Name column, type AVCodec_ErrorRecognition.
    Additional settings dialog box in the Video task of Config Tool
  7. In the Value column, type 0.
  8. Click Close > OK > Apply.
  9. When you are asked to restart the Archiver, click Yes.

Results

You should see improvement with the video stream. If there is no change, you can try other values (1-4).

Troubleshooting image pixelation or poor image quality of cameras in Security Center

If you are experiencing pixelation or poor image quality when viewing live video in Security Center, there are troubleshooting steps you can perform to determine the cause and fix the issue.

What you should know

This information used to be found in the deprecated knowledge base article KBA-00984.

Procedure

  1. Check if the video quality issue is happening on all or most of the cameras.
    • If the issue is happening on all or most cameras, continue with the next step.
    • If the issue is only happening on a few cameras or one camera, go to step 6.
  2. On the server hosting the Archive role that is managing the video units, open the Windows Task Manager.
  3. Click the Performance tab and check if the CPU or memory usage is high.
    If the CPU or memory usage is high, check if other processes are the cause; if they are, end the processes.
  4. In the Windows Task Manager, click the Networking tab.
  5. Check if the network usage for the network adapter is over 300 Mbps, or over 100 Mbps if you are on the Directory server.
    If the network usage is high, reduce the number of cameras to below 300 on the Archiver role (below 100 if the Archiver role is on the Directory server), or reduce the video quality settings on the cameras in Config Tool. If your quality issues persist, continue with the next step.
  6. On the server hosting the Archiver role, check if there are many RTP Packet Lost events in the Archiver role logs in C:\ArchiverLogs.
    • If there are many events, the cause is most likely an unreliable network. Follow the steps in KBA-00546 to try to resolve the issue. If the quality issues persist, contact the Genetec™ Technical Assistance Center.
    • If there are only a few events, continue with the next step.
  7. Verify that Security Center supports the video unit, and that the unit is running certified firmware.
    For a list of video units supported by Security Center, see our Supported Device List.
  8. On the camera web page, view the live video and check if the image is pixelated there also.
    • If the image is pixelated, there are issues with the camera hardware. Contact your camera manufacturer.
    • If the image looks fine, continue with the next step.
  9. On the Archiver server, view the recorded video and check if the playback image is also pixelated.
    • If the image is pixelated, follow the steps in KBA-00546 to try and resolve the issue.
    • If the image looks fine, continue with the next step.
  10. In Security Desk, check the video stream information of the camera as follows:
    1. Open a Monitoring task and view the affected camera in a tile.
    2. Press Ctrl+Alt+A or Ctrl+Alt+D to see the video stream statistics and the RTP Packet Lost value.
      If you see that many RTP packets were lost, follow the steps in KBA-00875 to try and resolve the issue.

Optimizing video decoding performance on your computer

Security Desk can detect and use compatible hardware to accelerate video decoding. Hardware acceleration enhances performance, especially when viewing multiple high-definition H.264 streams.

What you should know

For information about recommended video cards and performance benchmarks, see Security Center client workstation requirements.
NOTE: Security Desk does not support hardware acceleration in Windows XP.

Procedure

  1. To optimize the operation with NVIDIA video cards, ensure the following:
    • The video card is a compatible model.
    • The monitor or projector used to display video is plugged into this video card.
    • The installed driver is the latest available from NVIDIA's official website.
  2. To optimize the operation with Intel Quick Sync, ensure the following:
    • Your CPU supports Quick Sync; see http://ark.intel.com to confirm.
    • The integrated video card on your CPU is a compatible model.
    • A monitor is plugged into the system board's integrated output.
    • The Intel integrated graphics is enabled in the BIOS.
    • The installed driver is the latest available from Intel's official site.
    NOTE: On high-performance computers, NVIDIA GPU decoding works better when Quick Sync is disabled.
  3. To troubleshoot problems with multiple screens and multiple GPUs, ensure the following:
    • If Scalable Link Interface (SLI) mode is available, disable it.
    • If you have multiple NVIDIA video cards, connect each monitor to its own card to use the monitors in parallel.
    • If you have video cards using different drivers (AMD, NVIDIA, Intel), set the monitor that is connected to the NVIDIA card as the primary monitor.
    • If both integrated and discrete video cards are available, and if your NVIDIA video card meets the recommended requirements, disable your integrated video card in the BIOS. Having the integrated card available hinders the discrete video card performance.
    • After installing Security Center on laptops using NVIDIA OPTIMUS technology (combined Intel and NVIDIA GPUs), you must launch each video-intensive application (Security Desk, Genetec™ Video Player, and so on). This registers them as applications that require NVIDIA GPU. After the initial setup, the application always uses the NVIDIA GPU.

Troubleshooting "Not enough bandwidth" errors in Security Center

If you receive a Not enough bandwidth error message while viewing video or when requesting a video stream in Security Center, you can try to resolve the issue.

What you should know

The Not enough bandwidth message appears when a maximum bandwidth limit is set for a redirector server from Config Tool, or specifically set for the redirected live or playback streams, and the video streams coming from the remote site have exceeded the bandwidth limit. You can receive the error message for one of two reasons:
  • You are requesting a new live or playback video stream, but the bandwidth limit is exceeded.
  • You are viewing video when the bandwidth limit is reached and a user with a higher requests a stream.

Procedure

  • If you were not aware that there was limited bandwidth on your network and you think this is incorrect, you can ask your administrator to confirm whether your network configuration is supposed to have limited bandwidth.
  • If you often lose your video stream connection and receive the Not enough bandwidth error because another user is requesting a stream, you can ask your administrator if they can give you a higher user level.

Impossible to establish video session with the server error

If you receive an Error: Impossible to establish video session with the server message, there might be a problem with the server, the Media Router role, the Federation™ role, the Archiver role, or the video unit. To troubleshoot the issue, learn about the possible causes and their respective solutions.

Procedure

  1. Make sure that your server is running.
  2. Make sure the Archiver role is online:
    1. In the Config Tool Video task, select the Archiver role.
    2. At the bottom of the Video task, click Maintenance > Diagnose ().
    3. Fix any issues that are found.
  3. If you are trying to view a federated camera, confirm that the role or the role is online:If you are trying to view a federated camera, confirm that the Security Center Federation™ role or the Omnicast™ Federation™ role is online:
    1. In the Config Tool System task, click the roles view.
    2. Select the Federation™ role and click Maintenance > Diagnose ().
    3. Fix any issues that are found.
  4. If you are trying to view a federated camera, confirm that the server for the federated Security Center system is online.
  5. It might be a Media Router connection problem. Make sure that the Media Router role is online:
    1. In the Config Tool System task, click the Roles view.
    2. Select the Media Router role and click Maintenance > Diagnose ().
    3. Fix any issues that are found.
  6. Restart the Media Router role:
    1. In the Config Tool System task, click the Roles view.
    2. Select the Media Router role and click Maintenance > Deactivate role ().
    3. In the confirmation dialog box that opens, click Continue.
      The Media Router turns red.
    4. At the bottom of the System task, click Maintenance > Activate role ().
  7. Make sure the unit is online.
    If the unit is red in the Roles and units view, then troubleshoot why the video unit is offline.

Determining whether the workstation or the network is causing video degradation

If the video you are monitoring is jittery or is dropping frames, use the rendering rate video statistic to determine whether the workstation is the cause.

What you should know

Rendering rate is the comparison of how fast the workstation renders a video with the speed the workstation receives that video from the network. The rendering rate video statistic is made up of:
  • The speed at which the workstation processes video. This indicates how much load is on the workstation's CPU and memory.
  • The speed at which the network is sending video to the workstation.

Procedure

  1. Select the tile that is playing video.
  2. Press Ctrl+Shift+A.
    Video stream statistics are displayed in the tile.
    Video stream statistics are displayed in a Security Desk tile

Example

If your rendering rate is "12 rendered fps on 19 fps", your workstation is processing 12 fps. However, it is receiving video at 19 fps. The workstation cannot process all the frames it is receiving. Your workstation is the cause of the degraded quality of the video that you are monitoring. In this case, lighten the load and check the hardware and its drivers.
  • Reduce the number of cameras that you are monitoring to reduce the load on the workstation.
  • Check the hardware requirements to make sure that the workstation can handle the load.
  • Check that the graphic card is up to date.
  • Check that the network card is up to date.
  • Ensure that all drivers are up to date.
If your rendering rate is "12 rendered fps on 12 fps", your workstation is processing every frame that it is receiving from the network. In this case, compare the second value to the camera's configured fps rate. This determines if the network is sending all the frames it is receiving from the camera. If there is a difference in these two rates, either the camera or the network is the cause of the video degradation.
  • Check the camera's firmware.
  • Check the health of the network.

Cameras stop working after installing Security Center with the default security options

After installing Security Center using default security settings, cameras that do not support digest access authentication might not work. To fix this issue, you can reactivate basic access authentication by video unit or by manufacturer.

What you should know

Digest access authentication is the authentication scheme that the majority of recent video unit models support. This authentication scheme is more secure than basic access authentication because the passwords are hashed before sending them over the network. For this reason, basic access authentication is disabled by default. After installation, if you realize that some of your cameras do not support digest access authentication, you can revert them to basic access authentication in Config Tool.

For added security, Security Center remembers whether or not a specific video unit supports the digest authentication scheme. After the system has successfully authenticated to a video unit using the digest scheme, you cannot revert to the less secure basic scheme. You can see the authentication scheme used for each camera in the Hardware inventory report.

Procedure

To revert to the basic authentication scheme on a specific video unit:

  1. From Config Tool, open the Hardware inventory task.
  2. Run the report on the video units that are inactive (in red) in your system.
    You might need to scroll horizontally to the right to see the Authentication scheme column.
  3. In the report pane, select the video units that are inactive and click Reset authentication scheme.
    The Authentication scheme changes to Anonymous. After the Archiver successfully connects to the video unit, the exact authentication scheme is displayed.

To revert to the basic authentication scheme for a specific manufacturer:

  1. From Config Tool, open the Video task.
  2. Select the Archiver role that controls your cameras and click Extensions.
  3. Select the manufacturer that you want and set Refuse basic authentication to OFF.
  4. Click Apply.

Motion detection is not working in Security Center

If motion detection is not working for some cameras in Security Center, you can troubleshoot the issue.

What you should know

This information used to be found in the deprecated knowledge base article KBA-00965.

Procedure

  1. Verify that Security Center supports the unit, and that the unit is running the certified firmware.
    For a list of video units supported by Security Center, see our Supported Device List.
  2. Confirm that there are no known issues or limitations related to motion detection for your camera in the Security Center Release Notes.
  3. Confirm that the motion detection settings are configured properly for the camera.
  4. Verify that you are receiving motion events in Security Desk:
    1. From the Security Desk home page, click Options > Events.
    2. Verify that the Motion on and Motion off events are selected, and click Save.
    3. Open the Monitoring task.
    4. At the bottom of the Monitoring task, click Monitoring () and click Add ().
    5. In the Select an entity to monitor dialog box, select a camera and click Add.
      The entities you selected are added to the Event monitoring list.
    6. Create some motion near the camera to confirm that motion events show up in the event list of the Monitoring task.
  5. If you do not receive any motion events, lower the Motion on threshold value in the camera's Motion detection tab, and try creating motion near the camera again.
  6. Do one of the following:
    • If you receive the motion events, verify that motion detection is working by configuring the camera to record on motion:
      1. From the Config Tool home page, open the Video task.
      2. Select the camera to configure and click the Recording tab.
      3. In the Recording modes drop-down list, select On motion/Manual.
      4. Click Apply.
    • If you still do not receive any motion events, it might be an issue with your camera. Contact Genetec™ Technical Assistance Center.

Enabling offline PTZ mode on a Security Desk workstation

To allow operators to control PTZ cameras while Security Desk is offline (not connected to the Directory), you can enable the offline PTZ mode.

Procedure

  1. On the computer where you are running Security Desk, open the file App.SecurityDesk.config found in the ConfigurationFiles folder under the Security Center installation Directory role (default=C:\Program Files (x86)\Genetec Security Center on a 64-bit machine).
  2. Add the following child element to the <configuration/> element.
    <?xml version="1.0" encoding="utf-8"?>
    <configuration>
       ...
       <Ptz DisableThrottling="False" ThrottlingDelay="75" AllowOfflineMode="True"/>
       ...
    </configuration>

    If the <Ptz/> child element already exists, only add the AllowOfflineMode attribute.

    NOTE: The syntax is case-sensitive.
  3. Save your changes and restart Security Desk.

Configuring Security Center to open live video quickly

You can minimize the time it takes for a camera to open and display live video in the Security Desk Monitoring task by adjusting settings in Config Tool and Security Desk.

What you should know

Several factors affect the time that it takes to display live video from a camera in Security Desk:
  • Video compression format: MJPEG video streams usually display quicker than H.264 video streams.
  • Image quality: a camera usually displays live video quicker with video image quality of 70% than with video image quality of 100% or below 60%.
  • Key frame interval: setting a low Key frame interval for the camera in Config Tool might produce better results.

Procedure

  1. From the Config Tool homepage, open the Video task, and click the Roles and units view.
  2. Select the camera to configure and click the Video tab.
  3. In the Stream usage section, turn on Live and Recording for the selected stream.
  4. In the Network settings section, select Multicast as the Connection type.
  5. Click Apply.
  6. Click the Recording tab and select Continuous from the Recording modes drop-down list.
  7. Click Apply.
  8. From the Security Desk home page, click Options > Video.
  9. Scroll down to the Video cache section and turn off Live video caching.
  10. Under Advanced settings, set the Jitter buffer delay to 0 ms.
  11. Restart Security Desk.

Issues with recorded video

Cameras not recording

If you cannot record video, or if there are missing video archives or gaps in the archives, you can determine the cause of the issue.

What you should know

If live video from a camera can be viewed but not recorded, it might be due to one of the following:
  • The recording mode of the camera.
  • The Archiving schedule.
  • The Archiver role database.
  • CPU usage.
Here are some ways to identify if the camera is not recording:
  • When viewing live video, the recording status of the camera is indicated in the lower-right corner of the tile. If the status indicates , the camera is not recording.
  • You are unable to view playback video that should exist for a specific date and time.
  • The Record button is yellow () in the camera widget or in the tile video controls of the Monitoring task.

Procedure

  1. Verify that Security Center supports the unit, and that the unit is running the certified firmware.
    For a list of video units supported by Security Center, see our Supported Device List.
  2. Verify the camera recording type to ensure that the camera is set to record video on the correct schedule:
    1. In the Config Tool Video task, select your camera.
    2. Click the Recording tab.
      • If the Recording settings option is set to Custom settings, ensure that all the recording settings are correct, and then click Apply.
      • If the Recording settings option is set to Inherit from Archiver, then continue with the next substep.
    3. In the Video task, select the Archiver.
    4. Click the Camera default settings tab.
    5. In the Recording modes section, make sure the Archiver is set to record on the correct Schedule, and that the recording Mode is not set to OFF.
  3. If the camera recording mode is set to On motion / Manual, ensure that motion detection settings are configured properly:
    1. In the Config Tool Video task, select your camera.
    2. Click Video analytics > Motion detection.
    3. Verify the motion detection settings.
  4. Check the status of the Archiver role database:
    1. In the Config Tool Video task, select the Archiver.
    2. Click the Resources tab.
      • If the Archiver database status is Connected, go to the next troubleshooting step.
      • If the Archiver database status is Disconnected or Unavailable, continue with the next substep.
    3. Switch to a different archive database or create a new one.
      CAUTION:
      Perform this step at a noncritical time, because all the units connected to the Archiver will temporarily go offline. Do not delete or overwrite the existing database, or your video archives will be deleted.
      1. In the Database field, enter a different name and click Apply.
      2. Wait for the role to connect to the new database. If the database does not exist, it will be created.
      3. If the camera can record using the new database, you can continue to use the new database.
        CAUTION:
        When you switch to a different database, the video archives referenced in the old database are no longer included in Security Center searches, and will not be deleted by the Archiver's automatic cleanup.
      4. If the camera is still not recording, revert back to the original database, and continue with the next troubleshooting step.
  5. Check how much disk space is available for archiving:
    1. In the Config Tool Video task, select the Archiver.
    2. Click the Resources tab.
    3. In the disk information table, make sure the Min. free space value is at least 0.2% of the total disk space.
      The Min. free space is the minimum amount of free space that the Archiver must leave untouched on the disk.
    4. If the Min. free space value is less than 0.2% of the total disk space, click the value and increase it.
      To see the total disk space, point the mouse cursor to the Disk usage meter.
      Disk usage meter in the Resources page in the Video Task in Config Tool
  6. Check for Archiving stopped and Recording stopped events that occurred on your system.
    In Windows, on the server where the Archiver role is running, open the .log files, found in C:\ArchiverLogs.

    If there are Archiving stopped or Recording stopped events in the Entry type column, restart the Genetec™ Server service:

    1. Open your Windows Control Panel.
    2. Click Administrative Tools > Services.
    3. Right-click the Genetec™ Server service and click Restart.
  7. Check for Transmission lost and RTP packets lost events that occurred on your system.
    In Windows on the server where the Archiver role is running, open the .log files, found in C:\ArchiverLogs.
    • If there are many Transmission lost and RTP packets lost events in the Entry type column, there could be a CPU usage or network issue. Continue with the next troubleshooting step.
    • If there are not many Transmission lost and RTP packets lost events, then skip the next troubleshooting step.
  8. Check your CPU usage:
    1. Right-click the Windows taskbar and open Windows Task Manager.
    2. Click the Performance tab, and check that the CPU Usage is not over 60%.
      If the CPU usage is over 60%, restart the server, and consider adding more CPU to the server.
    3. Click the Networking tab, and make sure the network Link speed is not over 300 Mbps.
  9. If you are only experiencing recording problems with one video unit, try the following:
    1. In the Config Tool Video task, right-click the red video unit and click Delete.
    2. In the confirmation dialog box, choose whether you want to keep the video archives from the unit.
      The video unit is removed from the Archiver.
    3. Add the video unit. For more information, see the topic Adding video units manually in the Security Center Adminstrator Guide.

After you finish

If you still cannot record video on the camera, contact Genetec™ Technical Assistance Center.

Cannot watch playback video in Security Desk

If you cannot view playback video or video archives in Security Desk, you can troubleshoot the issue.

Procedure

  1. Try viewing live video from the same camera by dragging the camera from the area view to a tile in the canvas in the Security Desk Monitoring task.
  2. Try viewing playback video from the Archives task:
    1. In the Security Desk Archives task, select your camera.
    2. Search for video archives at different dates and times and click Generate report.
    3. After the report is generated, try to view video from the archives.
    4. Repeat the steps with other cameras that are connected to the same Archiver.
    • If you can view the video from some of the video archives, continue with the next troubleshooting step.
    • If you cannot view any video, skip the next troubleshooting step.
  3. Verify that Security Center supports the unit, and that the unit is running the certified firmware.
    For a list of video units supported by Security Center, see our Supported Device List.
  4. Try viewing playback video from the Archives task on another Security Desk, and on the server where the Archiver role is running.
    • If you can view video, it might be a problem with the redirection from the Media Router to your Security Desk. Continue with the next troubleshooting step.
    • If you cannot view any video, contact Genetec™ Technical Assistance.
  5. Make sure the correct ports are open on your network so that there is no firewall blocking the video stream.
  6. If you still cannot view playback video, contact Genetec™ Technical Assistance Center.

Quick search does not show thumbnails in Security Desk

Users do not see thumbnails when they use Quick search in Security Desk if the recording is performed on the edge device. To resolve this issue, you must disable thumbnail queries from Security Desk to the Archiver by adding a setting to the SecurityDesk.exe.gconfig file. If the recording is done by the Archiver, make sure that thumbnail requests are enabled on the Archiver role.

NOTE: Thumbnails are not supported by cameras that use fusion stream encryption for video streams that are in transit and at rest.

Recording is performed on the edge devices

Description: By default, Security Desk queries the Archiver for video thumbnails. However, if the recording is not done by the Archiver, no thumbnails can be returned by the latter.

Solution: Turn off the default behavior so Security Desk would stop asking the Archiver for thumbnails and generate the thumbnails itself.

  1. On the Security Desk workstation, go to the Security Center installation folder.

    The default on a 64-bit machine is C:\Program Files (x86)\Genetec Security Center .

  2. Open with a text editor, the file SecurityDesk.exe.gconfig.
  3. Add the following line immediately after the line containing <visitorManagement .../>.
    <quickSearch thumbnailQuery="false"/>
  4. Save your changes and close the file.
  5. Restart Security Desk.

Thumbnail requests are not enabled on the Archiver role

Description: Thumbnail requests are enabled on all Archiver roles by default. If you are sure that the recording is done by the Archiver, verify that thumbnail requests are enabled.

Solution: To enable thumbnail requests on an Archiver role:
  1. From the Config Tool home page, open the Video task.
  2. Select the Archiver role to configure, and then click the Resources tab.
  3. Click Advanced settings.
  4. In the dialog box that opens, turn on the Enable thumbnail requests option.
  5. Click OK > Apply.

    The Archiver automatically restarts. This should take 1-3 seconds.

Issues with video units

Video units offline in Security Center

When a camera is red in the area view, it means that the video unit is offline or has lost communication with the Archiver. To troubleshoot the issue, learn about the possible causes and their respective solutions.

What you should know

When a unit goes offline in Security Center, it typically coincides with a Unit lost event in Security Desk. This can be the result of an unstable network connection, or issues with the unit.

Procedure

  1. Verify that you can ping the unit:
    1. In the Config Tool Video task, select the red video unit.
    2. At the bottom of the Video task, click Unit > Ping ().
    If there is no reply, the unit is offline (broken, unplugged, and so on), or there is a problem with your network.
  2. Make sure you can connect to the unit, and then click Unit > Unit’s web page.
    Tip: You can also determine if you have the correct credentials for the unit.
  3. Restart the unit:
    1. In the Config Tool Video task, select the red video unit.
    2. At the bottom of the Video task, click Unit > Reboot ().
  4. Verify that Security Center supports the unit, and that the unit is running the certified firmware.
    For a list of video units supported by Security Center, see our Supported Device List.
  5. Restart the Archiver role controlling the unit:
    IMPORTANT: Perform this step at a non-crucial time, because all the units connected to the Archiver go offline temporarily.
    1. In the Config Tool Video task, select the Archiver role.
    2. At the bottom of the Video task, click Maintenance > Deactivate role ().
    3. In the confirmation dialog box, click Continue.
      The Archiver role and all video units controlled by the role turn red.
    4. At the bottom of the Video task, click Maintenance > Activate role ().

After you finish

If the video unit is still offline, contact Genetec™ Technical Assistance Center.

Cannot add video units in Security Center

If a video unit cannot be added in Config Tool, there might be an issue with your hardware, network, or credentials. To troubleshoot the issue, learn about the possible causes and their respective solutions.

Unit is offline

The video unit is offline and might be broken or unplugged.

Solution:
  1. Open a Windows Command Prompt.
  2. Type ping <IP ADDRESS>.
  3. Press Enter.
  4. If there is no response from the unit, check that the unit is plugged in.
  5. If the video unit must be replaced, contact the unit manufacturer.

Issue communicating with unit

Communication with the video unit is lost.

Solution:
  1. On the Archiver server that manages the video unit, open a web browser.
  2. In the address bar, type the IP address of the unit.
  3. Verify that you can connect to the unit web page.
  4. From the unit web page, reboot the unit.
  5. Add the unit in Config Tool again.

Unsupported hardware or firmware

The video unit or firmware is not supported in Security Center.

Solution: Verify that the unit is supported by Security Center and that it is running the certified firmware. If required, update the unit firmware.

For information about upgrading the firmware on a unit, see the manufacturer documentation.

No camera connections in license

There are no camera connections available in your Security Center license.

Solution:
  1. From the Config Tool home page, click About, and then click the Omnicast™ tab.
  2. Check if a camera connection is available for the Number of cameras and analog monitors license option.
    NOTE: The promotional cameras license option cannot be used when adding regular cameras.

  3. If there are no camera connections available, contact your sales representative to modify your license. Alternatively, you can submit a purchase order to customerservice@genetec.com.

Incorrect license options

You do not have the correct license options required for your camera.

If you are trying to add a restricted camera, you require a regular camera license and a restricted camera license in Security Center. To view a list of manufacturers that require a restricted license, go to our Supported Device List, click License type, and select the Restricted checkbox.

Solution:
  1. From the Config Tool home page, click About, and then click the Omnicast™ tab.
  2. Check if a camera connection is available for the Number of restricted cameras license option.
  3. If there are no camera connections available, contact your sales representative to modify your license. Alternatively, you can submit a purchase order to customerservice@genetec.com.

Incorrect unit credentials

You tried to add the unit with incorrect credentials. For some manufacturers, you must set the default credentials on the Archiver role Extensions page.

Solution:
  1. From the Config Tool home page, open the Video task.
  2. Select the Archiver that you want to add the video unit to and click the Extensions tab.
  3. To add the extension for the video unit, click Add an item (), select the extension type, and click Add.
  4. Select the extension.
  5. In the Default logon section, enter the Username and Password for the unit and click Apply.

  6. Add the unit in Config Tool again.

Issue with Archiver role

The Archiver role that you want to add the unit to is offline or not running properly.

Solution:
  1. From the Config Tool home page, open the Video task.
  2. Right-click the Archiver role and click Maintenance > Diagnose ().
  3. Fix any issues that are found.
  4. Add the unit in Config Tool again.

Issue with Archiver role database

The Archiver role that you want to add the unit to is connected to the wrong database.

Solution:
  1. From the Config Tool home page, open the Video task.
  2. Select the Archiver role and click the Resources tab.
  3. If the database status is Disconnected or Unavailable, switch to a different archive database, or create one as follows:
    CAUTION:
    Perform this step at a non-critical time, as all the units connected to the Archiver role will temporarily go offline. Do not delete or overwrite the existing database or your video archives will be deleted.
    1. In the Database field, enter a different database name.
    2. Click Apply and wait for the role to connect to the new database.

      If the database does not exist, it will be created.

  4. Add the unit in Config Tool again.
    • If the unit is added successfully, continue using the new database.
      CAUTION:
      When you switch databases, video archives in the old database are no longer included in Security Center searches, and are not deleted by the Automatic Cleanup settings of the Archiver role.
    • If you still cannot add the unit, revert to the original database.

Issue with Media Router role

The Media Router role is offline or not running properly.

Solution:
  1. From the Config Tool home page, open the Video task.
  2. Right-click the Media Router role and click Maintenance > Diagnose ().
  3. Fix any issues that are found.
  4. Add the unit in Config Tool again.

Issue with Media Router role database

The Media Router role is connected to the wrong database.

Solution:
  1. From the Config Tool home page, open the Video task.
  2. Select the Media Router and click the Resources tab.
  3. If the Media Router status is Disconnected or Unavailable, click Create a database ().
  4. Add the unit in Config Tool again.

Firewall blocking communication

There is a firewall is blocking communication to the unit, preventing you from adding it.

Solution:
  1. On the Archiver server that will manage the video unit, disable Windows Firewall:
    IMPORTANT: We recommend re-enabling the Windows firewall after troubleshooting.
    1. Open a Windows Command Prompt as administrator.
    2. Type netsh advfirewall set allprofiles state off and press Enter.

      If the command is successful, you receive a confirmation message.

    3. To verify that Windows Firewall is disabled, type netsh advfirewall show allprofiles and press Enter.

      All the profile states should be OFF.

  2. After the Windows Firewall service is stopped, restart all Security Center applications and services, and then add the unit in Config Tool again.
  3. Re-enable Windows Firewall.

Incorrect port configuration

The HTTP or HTTPS port configuration is incorrect. The issue might be one of the following:
  • You are using the wrong discovery port.
  • You are using HTTPS protocol, but the certificates for the unit are not accepted by the Archiver role. The certificate is untrusted, expired, or does not match the IP address or hostname of the unit.
Solution:
  1. Make sure you have the correct HTTP or HTTPS discovery port number for your unit.
    NOTE: For Bosch units, additional configuration is required to use HTTP or HTTPS protocol. See Enrolling Bosch units using HTTP or HTTPS.
  2. If you are using HTTPS protocol, make sure that HTTPS is enabled on the unit web page and do one of the following:
  3. Add the unit in Config Tool again.

Incorrect network configuration

Your network configuration is incorrect.

Solution:
  1. Verify that each network on your system is configured properly:
    1. From the Config Tool home page, open the Network view task.
    2. Select a network, click the Properties tab, and make sure all the settings are correct (IP prefix, subnet mask, routes, network capabilities, and so on).
    3. If required, change the network settings and click Apply.

      For more information, see About networks.

  2. Make sure that the Archiver role, Media Router role, and all redirectors areArchiverand using the correct network interface card (NIC):
    1. From the Config Tool home page, open the Video task.
    2. Select the Archiver role click the Resources tab.
    3. From the Network card list, select the appropriate NIC.
    4. In the entity browser, select the Media Router role and click the Resources tab.
    5. In the Servers section, click Advanced ().
    6. Select the appropriate Network card for each server and click Apply.
    7. Click the Properties tab.
    8. Select a redirector and click Edit the item ().
    9. From the Multicast interface list, select the appropriate NIC and click Save.
    10. Set the appropriate NIC for each redirector.
  3. Verify the NIC priority in Windows:
    1. In Windows, click Start > Run and type ncpa.cpl.
    2. In the Network Connections window, click the Advanced menu and select Advanced Settings.
    3. Note which NIC on your server is configured as network priority one (top of the connection list) and which is configured as priority two.
    4. If required, use the arrow buttons on the right side to reposition the connections in the list.
  4. Add the unit in Config Tool again.

Unit already exists

The unit is already part of the Directory, but it is offline or was added with a different IP address or hostname. If this is the reason you cannot add the video unit, you receive a Unit already exists error message when you try to add the unit.

Solution:
  1. Search for the video unit using the global search box in Config Tool.
    • If you find the unit and it is red (offline), go to the next step.

    • If you cannot find the unit, it might be under a different name. Try the following:
      1. In the Config Tool Video task, expand all the roles in the entity browser.
      2. Open the unit web page and restart the unit.
      3. In Config Tool, note whether any of the video units go offline.

        The video unit that goes offline is the unit you are looking for.

  2. In the Video task, right-click the video unit in the entity browser and click Delete.