Video units offline in Security Center - Security Center 5.9

Troubleshooting video units and cameras in Security Center

series
Security Center 5.9
revised_modified
2020-07-10

When a camera is red in the area view, it means the video unit is offline or has lost communication with the Archiver. To troubleshoot the issue, learn about the possible causes and their respective solutions.

What you should know

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

Procedure

  1. Verify that you can ping the unit:
    1. In the Config Tool Video task, select the red video unit.
    2. At the bottom of the Video task, click Unit > Ping ().
    If there is no reply, the unit is offline (broken, unplugged, and so on), or there is a problem with your network.
  2. Make sure you can connect to the unit, and then click Unit > Unit’s web page.
    Tip: You can also determine if you have the correct credentials for the unit.
  3. Restart the unit:
    1. In the Config Tool Video task, select the red video unit.
    2. At the bottom of the Video task, click Unit > Reboot ().
  4. Verify that 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 our Supported Device List.
  5. Restart the Archiver role controlling the unit:
    IMPORTANT: Perform this step at a non-crucial time, because all the units connected to the Archiver will go offline temporarily.
    1. In the Config Tool Video task, select the Archiver role.
    2. At the bottom of the Video task, click Maintenance > Deactivate role ().
    3. In the confirmation dialog box, click Continue.
      The Archiver role and all video units controlled by the role turn red.
    4. At the bottom of the Video task, click Maintenance > Activate role ().

After you finish

If the video unit is still offline, contact Genetecâ„¢ Technical Assistance Center.