Video units are offline in Security Center - Security Center 5.6

Security Center User Guide 5.6

series
Security Center 5.6
revised_modified
2019-10-09

When a camera is red in the area view, it means that either the video unit is offline, or the communication with the Archiver has been lost.

What you should know

When a unit drops offline in Security Center, it usually coincides with a Unit lost event in Security Desk. This can be caused by an unstable network connection, or issues with the unit itself.

If you do not have access to both Security Desk and Config Tool you will not be able to perform every troubleshooting step.

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.
  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. 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.
  5. Restart the Archiver role controlling the unit, as follows:
    IMPORTANT: Perform this step at a non-crucial time, since all the units connected to the Archiver will temporarily go offline.
    1. In the Config Tool Video task, select the Archiver.
    2. At the bottom of the Video task, click Deactivate role ().
    3. In the confirmation dialog box that opens, click Continue.
      The Archiver and all video units controlled by the role turn red.
    4. At the bottom of the Video task, click Activate role ().
  6. If the video unit is still offline, contact Genetecâ„¢ Technical Support.