Troubleshooting: Video units cannot be added - Security Center 5.6

Security Center User Guide 5.6

series
Security Center 5.6
revised_modified
2019-10-09

If you are having trouble adding a video unit to an Archiver, you can try to determine the cause of the issue.

What you should know

When you cannot add a video unit, it might be due to network issues, user credential issues, and so on.

As a best practice, log on to Config Tool as an administrator.

Procedure

  1. Make sure you can ping the unit, as follows:
    1. In the Config Tool Video task, select the red video unit.
    2. At the bottom of the Video task, click Ping ().
    If there is no reply, the unit is offline (the unit might be broken, unplugged, and so on), or there is a problem with your network.
  2. Make sure that you can connect to the unit’s web page by typing its IP address in a web browser.
    This is also where you can determine if you have the correct credentials for the unit.
  3. Restart the unit, as follows:
    1. In the Config Tool Video task, select the red video unit.
    2. At the bottom of the Video task, click Reboot ().
  4. Try adding the unit again.
  5. Make sure the unit is supported by Security Center, and that it is running the certified firmware.
    For a list of video units supported by Security Center, see the Supported Devices List.
  6. Make sure that you have a free camera connection in your Security Center license, as follows:
    1. From the Config Tool home page, click the About page, and click the Omnicast tab.
    2. In the Number of cameras license option, make sure there is a camera connection still available.
    NOTE: Some cameras also require a restricted license. If the video unit you are trying to add is from a restricted manufacturer, make sure there is a camera connection still available in the Number of restricted cameras license option. To view a list of manufacturers that require a restricted license, use the Restricted License Type filter on the Supported Devices List page.
  7. Make sure you are using the correct credentials when trying to add the unit, as follows:
    For some manufacturers, you have to set the default credentials from the Archiver Extensions tab.
    1. In Config Tool Video task, select the Archiver to which you are trying to add the video unit.
    2. 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.
  8. Make sure the Archiver is connected to the correct database, as follows:
    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. Click Create a database ().
      CAUTION:
      Perform this step at a non-crucial time, since all the units connected to the Archiver will temporarily go offline. Give the database a new name. Do not overwrite the existing database, or your video archives will be deleted.
      NOTE: When you create a new database, the video archives from the old database are no longer included in Security Center searches, and will not be deleted by automatic database cleanups.
  9. Make sure the Media Router is connected to the correct database, as follows:
    NOTE: If the camera was previously added in Security Center and the IP address or name was changed, you can also re-create the Media Router database.
    1. In Config Tool Video task, select the Media Router.
    2. Click the Resources tab.
      • If the Media Router database status is Connected, go to the next troubleshooting step.
      • If the Media Router status is Disconnected, or Unavailable, continue with the next substep.
    3. Click Create a database ().
  10. Try adding the unit with the firewall turned off.
    For information about how to disable Windows firewall, see KBA00596: "Recommended Windows Firewall Settings".
    IMPORTANT: Do not turn off the firewall permanently. Reactivate it after your tests are complete.
  11. Make sure each network on your system is configured properly, as follows:
    1. In the Config Tool Network view task, select a network.
    2. Click the Properties tab, and make sure all the settings are correct (IP prefix, subnet mask, routes, network capabilities, and so on).
    3. Change the network settings if needed, and then click Apply.
    For more information about configuring network settings, see the Security Center Administrator Guide.
  12. Make sure the Archiver, Media Router, and all redirectors are using the correct NICs (network interface cards), as follows:
    1. In the Config Tool System task, click the Roles view.
    2. Select the Archiver role, and click the Resources tab.
    3. From the Network card drop-down list, select the appropriate NIC.
    4. In the entity tree, select the Media Router role, and click the Resources tab.
    5. Under 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 drop-down list, select the appropriate NIC.
    10. Repeat the last two substeps for each redirector.
  13. Try adding the unit.
  14. Verify the NICs priority in Windows, as follows:
    1. In Windows, click Start > Run, and type ncpa.cpl.

      The Network Connections window opens.

    2. Click the Advanced menu above and select Advanced Settings.
    3. Note which NIC on your server is configured as network priority one (at the top of the Connections list), and which is configured as priority two.
    4. If needed, use the arrow buttons on the right side to move the different connections up and down in the list.
  15. Try adding the unit.
  16. It might be a connection problem with the Media router. Make sure the Media Router role is online, as follows:
    1. In the Config Tool System task, click the Roles view.
    2. Select the Media Router role, and at the bottom of the task, click Diagnose ().
    3. If there are issues, try to fix them.
  17. Make sure the Archiver role is online, as follows:
    1. In the Config Tool Video task, select the Archiver.
    2. At the bottom of the Video task, click Diagnose ().
    3. If there are issues, try to fix them.
  18. If you still cannot add the video unit, contact Genetecâ„¢ Technical Assistance.