[KBA-79035] Fixed Sharp units appear offline in Security Center in closed networks - Security Center 5.8 GA and later | SharpV | Sharp

series
Security Center 5.8 GA and later | SharpV | Sharp
revised_modified
2020-03-19

[KBA-79035] Fixed Sharp units appear offline in Security Center in closed networks

This article explains why your fixed Sharp units might be displayed as offline in Security Center 5.8 GA and later.

Symptoms

Your fixed Sharp unit is displayed as offline in Config Tool and Security Desk.

Cause

To take advantage of the full range of features in Security Center, fixed Sharp units require two-way communication between the unit and the server. In Security Center 5.7 and earlier, if the server-to-unit communication is blocked the camera is shown as operating normally even though some functionality is affected, and the disconnection is not always evident to the user.

In Security Center 5.8 GA and later, if communication is blocked in either direction for a fixed Sharp unit, the unit appears as offline in Security Center.

NOTE: Genetec Patrollerâ„¢ units are unaffected by this change.

Workaround

Before upgrading your hosted system to Security Center 5.9.0.0, it is important that you verify your local network policies and allow communication between the server and each Sharp unit on your system. Configure your network one of the following ways:
  • If the cameras all share one public IP address:
    • Configure each of the cameras with an individual control port.
    • Configure the individual port forwarding rules on your local network to allow traffic coming from your hosted AMS server into each of the unit's control ports.
  • If each camera uses their own public IP address, make sure the network policies allow communication from your hosted AMS server to each of the unit IP addresses on their control port.

    By default, legacy connections use TCP 8001 and LPM Protocol uses TCP 443.

More information

If you are unsure if this change affects your system or if you require more details about how this change affects your system, contact your system integrator or the Genetec Technical Assistance Center (GTAC) to open a case with our support team.