Cannot add video units in Security Center - Security Center 5.9 - 5.13

Troubleshooting video units and cameras in Security Center
Product
Security Center
Content type
Troubleshooting
Version
5.13
5.12
5.11
5.10
5.9
ft:locale
en-US
Last updated
2024-11-13

If a video unit can’t 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.

The 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’s 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 isn’t supported in Security Center.

Solution: Verify that Security Center supports the unit and that it’s 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.
NOTE: You can run the Hardware inventory task on your video units to see the camera licenses each unit is using. Generate the report and view the License consumption column.
Solution:
  1. From the Config Tool homepage, 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 camera license option can’t be used when adding regular cameras.

    License options page with Number of cameras and analog monitors highlighted.

  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 don’t have the correct license options required for your camera.

If you’re 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 homepage, click About, and then click the Omnicast™ tab.
  2. Check if a camera connection is available for the Number of restricted cameras license option.
    License options page with Number of restricted cameras highlighted.
  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 homepage, 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.

    The Default logon section in the Extensions tab of the Video task.

  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 homepage, 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 homepage, 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 temporarily go offline. Don’t delete or overwrite the existing database or your video archives are 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 doesn’t exist, it’s created.

      The Resources page of the Video task with the database field.

  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 aren’t deleted by the Automatic Cleanup settings of the Archiver role.
    • If you still can’t add the unit, revert to the original database.

Firewall blocking communication

There’s a firewall that’s 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 nets advfirewall set allprofiles state off and press Enter.

      Command prompt with netsh advfirewall show allprofiles entered as a command.

      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’re using the wrong discovery port.
  • You’re using the HTTPS protocol, but the Archiver role doesn’t accept the certificate. The certificate is untrusted, expired, or doesn’t 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, more configuration is required to use the HTTP or HTTPS protocol. See Enrolling Bosch units using HTTP or HTTPS.
  2. If you’re using the 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 homepage, open the Network view task.
    2. Select a network, click the Properties tab, and make sure the IP prefix, subnet mask, routes, network capabilities, and so on, are correct.
    3. If required, change the network settings and click Apply.

      For information about configuring network settings, see About networks.

  2. Make sure that the Archiver role, and the Archiver are using the correct network interface card (NIC):
    1. From the Config Tool homepage, 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:
    • For Windows 7 and 8.1:
      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 is configured as network priority 1, and which is configured as priority 2 or more, and then use the arrow buttons on the right side to reposition the connections in the list.
    • For Windows 10 and later:
      1. Open the Windows Control Panel and then Select Network and Internet > Network and Sharing Center.
      2. Click Manage network connections.
      3. Right-click the NIC adapter of the network and then select Priorities.
      4. Double-click Internet Protocol Version 4 (TCP/IP).
      5. Click Advanced.
      6. Ensure that the Automatic metric option isn’t selected.
      7. Verify that the Interface metric option value for the highest-priority NIC is set to 1, and that NICs with a lower priority are set to 2 or more.
      8. Click OK until all dialog boxes are closed.
  4. Add the unit in Config Tool again.

The unit already exists

The unit is already part of the Directory, but it’s offline or was added with a different IP address or hostname. If the video unit is prevented from being added, you receive a Already added error message when adding the unit.

NOTE: As a preventive measure, don’t add a device until the deletion process is complete.
Solution:
  1. Search for the video unit using the global search box in Config Tool.
    • If you find the unit and it’s red (offline), go to Step 2.

      The search field in Config Tool with the IP address of a unit entered in the field.

    • If you can’t find the unit, it might be under a different name. Check 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, observe and note if any video units go offline.

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

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

    The Video task with a unit selected in the entity browser and the delete menu item selected.

  3. Add the unit in Config Tool again.
  4. In Server Admin, restart the Directory role, then add the unit.
    IMPORTANT: Ensure that you perform this step at a non-critical time.
  5. Temporarily increase the Transaction timeout value in the Archiver > Extensions tab. This may provide the unit time to negotiate any network latency.
  6. Restart the Genetec™ Server service and add the unit again.
    IMPORTANT: When you restart the Genetec Server service, all entities disconnect from Security Center. Perform this step at a non-critical time.
Parent topic: Troubleshooting video units and cameras in Security Center
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