Cannot add video units in Security Center - Security Center 5.4 - 5.8

series
Security Center 5.4 - 5.8
revised_modified
2020-01-08

Cannot add video units in Security Center

If you are unable to add a video unit in Security Center 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, type ping <IP ADDRESS>, and press Enter.
  2. If there is no response from the unit, check that the unit is plugged in.
  3. 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 will manage the video unit, open a web browser and type the IP address of the unit.
  2. Verify that you can connect to the unit web page.
  3. From the unit web page, reboot the unit.
  4. Add the unit in Config Tool again.

Unsupported hardware or firmware

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

Solution: Visit our Supported Device List to 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, or submit a purchase order to Customer Service at 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 check box.

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, or submit a purchase order to Customer Service at 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 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 because 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 the Archiver role, Media Router role, and all redirectors are using the correct network interface card (NIC):
    1. From the Config Tool home page, open the Video task.
    2. Select the Archiver role and 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 Archiver 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.

  3. Add the unit in Config Tool again.
  4. If you still cannot add the unit, 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.