Technical Tips. Systems Technical Support

Transcription

1 Technical Tips Systems Technical Support

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3 Honeywell Systems Technical Support Technical Tips This booklet contains a set of reference cards aimed at providing quick troubleshooting tips for all of the products supported by Honeywell Systems Technical Support. This booklet also provides guidelines for the information needed when contacting Honeywell Systems for support. Each of the cards is specific to one product. It contains common troubleshooting tips that will aid in resolving most known issues. See page 24 for a list of information which will be necessary when contacting Honeywell Systems for technical support. Below is a list of the products covered in this booklet: Analog Cameras...04 Fusion...05 HRDP HREP...06 HRG_...07 HRXD HRHD HRDE HRSD...08 IP Cameras...09 LobbyWorks...10 MAXPRO Cloud...11 MAXPRO NVR...12 MAXPRO VMS...13 NetAXS...14 Performance Series IP NVRs High Quality Analog...16 Pro-Watch...17 PTZ Cameras...18 RapidEye...19 Vindicator...20 WIN-PAK...21 WIN-PAK Central Station...22 Before Calling Support...23 Additional Helpful Information & Links...24 Discover Online Learning Management System...25 Software Maintenance Upgrade Program...26 MyWebTech Customer Portal...27 Have additional questions? Please contact us at

4 Analog Cameras 1. Verify that all cable lengths are within specifications. Remember, DVRs require a 1v peak-to-peak signal 2. Verify power is within specifications. Verify power and current are adequate at the camera Power should not be run in parallel from single output Ensure there are no ground loop issues i. Typically cause a rolling picture or bars in video 3. If using UTP video ensure adequate baluns are used. 4. If condensation is occurring inside the camera verify that the housing is sealed properly. 5. Test by swapping defective unit with a known-good unit. 6. For night time or low light issues: Camera should be properly back focused for low light i. A welder s lens may be used to simulate poor lighting (night time) conditions If the camera will not switch to night mode, try covering it to block environmental lighting If the camera will not switch back to day mode, try pointing it at a bright light source 7. For IR cameras: Ensure all LEDs clear the camera housing If IR lighting is on but the scene is too dark, ensure the scene contains objects with higher reflectance 4 Please review the points above for the most immediate assistance.

5 Fusion 1. Verify all HDDs are powered on and functional. Reseat HDDs if needed 2. Ensure that the DVR software is upgraded to the latest version compatible with the unit s hardware. Check fusiondvrsupport.com for latest software 3. Inspect the logs in the Administration tab. 4. Attempt software re-install or conditional reimage to isolate hardware issues. 5. Remote connectivity issues: Ensure all necessary ports are open locally and, if applicable, externally Verify that the remote software is up-to-date. If using FVMS, ensure the software is licensed Verify user account credentials and permissions in User Management For playback and export issues, verify function locally 6. Camera issues: Verify the Frames tab shows in setup Test the camera on a known-good input 7. IP camera issues: Verify the cameras display video in Internet Explorer Ensure the cameras were added with the correct user name and password and that these are default Have additional questions? Please contact us at

6 HRDP HREP 1. Verify that all software and firmware is up-to-date. i.e., DVR firmware, remote software and mobile app 2. For HRDP, determine if unit is H.264 or Performance. 3. Ensure that the video format is set to NTSC. 4. Verify DVR detects HDDs in Disk Management. 5. If using DDNS, verify valid DNS servers are configured. Use or for testing For HRDP, verify DDNS login with engineering 6. Verify all necessary ports are open both internally and, if applicable, externally. HRDP: 80 (HTTP), 4000 (server), 4002 (H.264 only) HREP: 8080 (HTTP), 554 (RTSP) 7. Remote access: FVMS requires special licensing for HRDP Ensure the DVR type field matches the DVR There is no remote software for HREP Verify the unit can be accessed on the LAN HRDP only supports Internet Explorer 6 or higher HREP also supports Safari, FireFox and Chrome but only displays one camera at a time if not using IE Ensure Active X is installed and not being blocked 8. If needed, attempt to factory default the unit. 6 Please review the points above for the most immediate assistance.

7 HRG 1. Ensure the DVR firmware is up-to-date. 2. Verify motion detection is configured in both locations: Menu > Settings > Camera > Schedule Menu > Settings > Record > Advanced Ensure the handle is set to trigger the correct camera 3. Remember that the DVR s video retention time is very limited at default (highest) settings. Use the Storage Calculator available in the product page at for an estimate 4. Remote access: Ensure Multi-Site 4200 software is up-to-date. Do not leave the unit set to DHCP unless using IP reservation on the router (Default IP: ) If using DDNS and DHCP is disabled both the primary and secondary DNS must have valid server IPs i. Use Gateway IP on primary, on secondary Ensure that all necessary ports (HTTP: 80, Server: 8000) are open locally and, if applicable, externally If using DDNS the port in the mobile app is always 80 If Active X will not load, set Download Unsigned Active X to Prompt in IE security settings and ensure 32-bit version of IE is being used Have additional questions? Please contact us at

8 HRXD HRHD HRDE HRSD 1. Verify that the DVR firmware is up-to-date. 2. Ensure that the video format is set to NTSC. 3. Ensure the DVR is set for the correct display mode. Press and hold the display button to toggle between BNC and VGA HRHD+ does not support VGA output 4. Inspect system logs and event status for any errors. 5. If needed, attempt to factory default the unit. 6. If using an external HDD verify that it was formatted for FAT32 with the appropriate utility. 7. Verify that the RAS software version is up-to-date. Remember that IRAS is compatible with XP only 8. Ensure that hardware acceleration is disabled if using the RAS+ or IRAS software on Windows XP. 9. If needed, attempt to reinstall the remote software. 10. Ensure all necessary ports are open both internally and, if applicable, externally. Network Ports: 8016, 8200, 8201, Note the HRDE also uses port 5445 and the HRXD Web Guard uses port Verify that the unit can be accessed on the LAN. 8 Please review the points above for the most immediate assistance.

9 IP Cameras 1. Verify firmware, IP utility version and NVR compatibility. Check compatibility with NVR prior to an update Check documentation for known issues and bugs 2. Test functionality through the web interface. Verify a compatible version of IE is being used Active X should be installed and allowed to run If ACUIX IP, ensure that control settings from DIP switches match configuration in web interface 3. Motion Detection (VMD) issues: Firmware must be upgraded to avoid VMD issues VMD Threshold = % of selected motion area that must change before an event is triggered. So higher is less sensitive 4. Web interface and Discovery issues: Discovery protocol is not routable If changes do not save, ensure the machine running IP utility and the cameras are on the same IP range Disable any firewall and antivirus software Add camera(s) IP address(es) to trusted sites and set security level for trusted sites to low Power cycle the camera If issue persists, perform a hard reset Have additional questions? Please contact us at

10 LobbyWorks 1. The latest Lobbyworks release and service packs can be downloaded from the following ftp in the Lobbyworks folder: Username: sdgst Password: honeyguest12 2. Ensure card scanner (Scanshell and SnapShell) configuration: Drivers installed properly Calibration Latest SDK version installed 3. Reference the Lobbyworks Voucher licensing certificate document: Type of license and feature sets Licensing registration procedure (New installation, upgrade and transfer) 4. Verify OS and SQL compatibility with the LobbyWorks application. 5. Ensure regular backups are performed in the Lobbyworks Administrator. 6. Ensure that Windows firewall, anti-virus and UAC are turned off before installation. 7. Ensure that all available workstations are added under their corresponding sites/buildings. 8. Determine if LobbyWorks internal authentication or Windows authentication is used for login. 10 Please review the points above for the most immediate assistance.

11 MAXPRO Cloud 1. Ensure the unit s firmware is up-to-date. 2. Registration and synchronization issues: Ensure the unit has been properly added on maxprocloud.com (Enter MAC with no spaces or : ) Unique Key = MAC address entered in capital letters without spaces or colons (i.e., 001F55DE0073) Ensure that UPnP is working (light is green) or ports are properly forwarded 3. Local connection issues: Ensure Silverlight and Bonjour are installed on the client machine i. If Bonjour does not work use the MAXPRO_Cloud_Discovery utility from the CD Ensure the client is on the same IP range as the unit Connect directly to the NIC on the back of the unit 4. Remote playback and retrieval issues: Verify the unit has properly configured schedules If using an external drive ensure it is USB 2.0, no larger than 2TB and formatted following the app note 5. Attempt to duplicate the issue. 6. If needed, factory default the unit and reconfigure it. Factory reset pin-hole is in the front of the unit Have additional questions? Please contact us at

12 MAXPRO NVR 1. Verify that the MAXPRO NVR software is up-to-date. Ensure all necessary patches have been applied Determine if the software was upgraded i. Determine the steps taken to complete the upgrade 2. Ensure ports 26026, 20007, (and, if applicable, 80 and 554) are open both internally and externally. 3. Verify that the NEO and Trinity services are started. 4. Determine if the server s machine name or Administrator account password have been changed. 5. Ensure that the latest compatible firmware is being used on any cameras and streamers. 6. Note if the server, clients and cameras are on the same VLAN. Determine if they are part of a domain or workgroup 7. Determine if motion detection is being used. Verify that VMD has been set up correctly Ensure that the VMD patch has been applied 8. Ensure the user account has the necessary privileges. Test with username: admin, password: trinity 9. Check the logs for any errors. 10. Ensure recording drives are exempt from AV scans. 11. Look at documentation in HoneywellVideo.com that may be related to the issue (e.g. troubleshooting guide). 12 Please review the points above for the most immediate assistance.

13 MAXPRO VMS 1. Isolate the cause of the issue: Troubleshoot the recorder, client and server Ensure issue is not with recorder, camera, client, etc Ensure the recorder or device was added correctly i. E.g., test logon credentials used at the recorder, verify functionality and user rights at the recorder 2. Check compatibility of hardware, OS and software. 3. Review error message(s): Invalid workstation for logon User rights Workstation not configured Workstation not added Version mismatch Wrong client version or product 4. Test by using a software account. Uncheck the Windows Logged-In User box Default account username: admin, password: trinity 5. PTZ or keyboard issues: Restart the TrinityController service Monitor the Maxmon utility during testing 6. If VMS Client install has SQL authentication errors, ensure that the workstation is not being added to the database. 7. Check the logs for errors. Have additional questions? Please contact us at

14 NETAXS 1. Verify URL is using an SSL connection. The URL should be 2. Verify that panel firmware is up-to-date. Latest firmware can be found on the Honeywell download center Important Note: i. Firmware version should match across the loop. ii. WIN-PAK XE/SE/PE R3.3 (Build or higher) natively supports NetAXS-123 v or higher. iii. WIN-PAK CS R4.2 (Build or higher) natively supports NetAXS-123 v or higher 3. Ensure that DIP switch 6 is on at the gateway panel and off on all downstream panels. 4. How to hard default the panel: Step 1: Set all of the dipswitch setting to off Step 2: Cycle power to the panel Step 3: Once the Run LED starts flashing set the dipswitches back to the original settings Step 4: Cycle power to the panel 14 Please review the points above for the most immediate assistance.

15 NETAXS continued 5. On the NetAXS-123 if using EVL, DIP switch addresses are not used as addressing is configured in the web browser. 6. If accessing the panel over the internet ensure that requests are forwarded to port 443 on the firewall. 7. If using IE version 11, make sure the URL is added to the compatibility view settings for full browser functionality. 8. Verify that HTTP 1.1 settings are enabled on the web browser and clear browser history, cache and cookies. 9. If accessing the panel over the internet ensure that requests are forwarded to port 443 on the firewall. 10. If using IE version 11, make sure the URL is added to the compatibility view settings for full browser functionality. Have additional questions? Please contact us at

16 Performance Series IP NVRs High Quality Analog 1. Verify that the DVR/NVR firmware is up-to-date. 2. Inspect system logs and event status for any errors. 3. If needed, attempt to factory default the unit. 4. If using an external HDD verify that it was formatted for FAT32 with the appropriate utility. 5. Verify that the HDCS software version is up-to-date. 6. If needed, attempt to reinstall the remote software. 7. Ensure all necessary ports are open both internally and, if applicable, externally. Network Ports: 80, 37777, 554, 161 and Verify that the unit can be accessed on the LAN 16 Please review the points above for the most immediate assistance.

17 PRO-Watch 1. Verify the panel has the correct firmware. 2. Ensure the correct panel type and address is selected in the software 3. Verify you can Telnet to the panel IP address and specified port 4. Check all relevant logs for any errors (Windows Application, SQL, Install, etc.). 5. Verify the software is licensed and has the required options 6. Ensure the database version table and software versions match. 7. Check the Pro-Watch product compatibility matrix before upgrading. 8. Confirm the user has the correct Windows and SQL permissions 9. For SQL connection issues, attempt a UDL or ODBC test. 10. Verify you can ping between server and client by computer name 11. Confirm TCP/IP and Named Pipes configuration in SQL Have additional questions? Please contact us at

18 PTZ Cameras 1. Verify that the protocol and communication settings are correct both at the camera and the controller. Protocol and communication settings (Baud rate, parity, data bit, stop bit) must be the same both at the camera and the controller If you power cycle an HD6 or ACUIX the protocol, communication settings and other useful information will be displayed on the splash screen 2. Verify that RS485 termination is correct. In a daisy chain configuration, only the last camera in the chain should be terminated In a home run configuration, every camera must be terminated 3. If using a home run configuration, use HDCD8TP. RS485 should not be run in parallel REMM v8+ may not need HDCD8TP (8 serial ports) 4. If using an HJZTP, ensure that polling is disabled. Press and hold FF, RW, Monitor and Lock. Type 8559, release Lock and then release all other keys 5. On ACUIX cameras, verify the firmware is up-to-date. 6. Make sure power, video and data runs are within specifications. See app note for distances. Data: 4000ft RS485, video 750ft coax. 18 Please review the points above for the most immediate assistance.

19 RapidEye 1. Boot issues: Reseat all HDDs in the appropriate bays i. Ensure OS drive is in the bottom left bay See built-in LCD screen and VGA monitor for errors Disconnect everything but VGA monitor then reboot Ensure brand name monitor is used (e.g., Dell, HP) Attempt to upgrade or rollback software 2. Ensure that the DVR software is up-to-date. If remote upgrade fails attempt locally (or vice versa) Reference compatibility doc for latest compatible software versions on different REMM hardware 3. Ensure that Admin/View software is up-to-date. Ensure version is equal or higher to that of the DVR Only v9+ supports Windows 7 Only v or below supports Legacy DVRs 4. USB ports are only functional on v8 units or higher. 5. On v5-v7, create clips in clip builder before playing. Only one clip may be stored to the HDD at one time 6. PTZ Issues: Ensure the serial device is configured correctly If applicable, verify RJ45 pin-out i. For RS485: Pin1 = D+, Pin2 = D-, Pin4 = GND Have additional questions? Please contact us at

20 Vindicator 1. Ensure all devices have adequate power. 2. Ensure Proteus is running. 3. Attempt to connect to PC Smart Pack. 4. Verify that firmware is the same on all units. 5. Ensure downstream devices are communicating by checking the DD command. 6. Ensure all UDP settings match. 7. Verify that the serial connection is directed to the correct COM port. 8. Verify that LED status on the V5 is normal. 9. If applicable, attempt to ping the device. 10. Look for alarms in PC Smart Pack. 11. Power cycle the Vindicator equipment and PC. 12. Instruct the customer to telnet to port on the IP of the device in question. 20 Please review the points above for the most immediate assistance.

21 WIN-PAK 1. Server and Client connection issues: The server and client are configured the same for Workgroup or Domain in the WIN-PAK System Manager. On the Client confirm an IP ping of the servers IP address. Successful IP telnet on port 5555 from client to the server. Check firewall settings and windows permissions. Verify the number of client licenses and build of WIN-PAK on client and server 2. WIN-PAK Database Server doesn t start: Verify database connection in ODBC\System DSN. Confirm database is attached in SQL Management Studio. In WIN-PAK System Manager confirm database service configuration. Run the database service in debug mode. Check Windows Event and Application error logs. 3. Unable to establish IP communication to access control panels: Confirm if able to ping the IP address of the panel. Telnet to the IP address of the panel on port Verify the access control panel is configured for Direct TCP\IP and ACK/NAK. Verify panel address, type and firmware version in WIN-PAK. Have additional questions? Please contact us at

22 WIN-PAK Central Station 1. Service Pack Highlights: Excessive Host Grants events Supporting PRO32IC control panel as a PRO22IC 2. Web Interface troubleshooting (Log Files): CSACNET Log file C:\ProgramFiles (x86)\winpakpro\web\csalog APIServer - C:\ProgramFiles (x86)\winpakpro\apiserver\logs 3. Web Center support requirements: Browsers IE9 in Windows 7, Server 2008 R2, Windows 8, and Server 2012 Browsers IE10 in Windows 8 and Server 2012 IIS Versions 7 and 8 4. Web Session Timeout configuration: The maximum Web connection timeout is 20 minutes and is configured in the web.config file 5. Web Interface custom Logo s: The Banner Image and Welcome Image are configured in the Web Settings page under Customize Images. Configure the logo for the Account Select screen in the Card Holder Tab by clicking the Manage Photo/Sign/Logo link. 22 Please review the points above for the most immediate assistance.

23 Before Calling Support 1. Check our website for documentation and downloads: HoneywellSystems.com 2. If immediate assistance is not needed, try submitting questions and concerns online by going to > Contact Us > Customer Support > Complete the form to request technical support 3. For assistance with software upgrades please go to > Contact Us > Customer Support > Schedule Technical Phone Support Services 4. Be sure to have the following information on hand: Dealer ID Model No. or Part No. of the product(s) involved Version of any software being used Version of firmware for any hardware being used Operating System(s) being used 5. Ensure that all equipment related to the issue is accessible for troubleshooting. 6. If applicable, ensure the user has necessary Windows permissions to complete troubleshooting tasks. Have additional questions? Please contact us at

24 Additional Helpful Information & Links Hours of Operation: Monday through Friday, 9:00 am 7:00 pm EST Phone Support: Technical Support Option 2 Support: Schedule Support: Downloads: Download Center Note: Contact our Customer Support for login credentials. Online Training: 24 Please review the points above for the most immediate assistance.

25 Discover Online Learning Management System Discover provides a broad array of technical courses specifically designed for dealers and certified Honeywell integrators to increase your product knowledge. The learning management system offers a convenient and easy-to-use format. And best of all, you can get the training you need at work or in the comfort of your own home. All you need is a PC with an Internet connection. Discover Online Learning Management System Offers: e-learning format and easy-to-follow curriculum Online registration requests for instructor-led product certification classes User printable course completion certificate, ID card and CEU form if applicable Exclusive to our Honeywell Integrated Security (HIS) authorized integrators i. Certification-Plus lets you train and certify as many technicians as needed on Honeywell product for a low annual fee. ii. Plus, they have the freedom to attend as many courses as desired in a year. To learn more about Discover please go to the following link: Have additional questions? Please contact us at

26 Software Maintenance Upgrade Program Honeywell s SMU provides an enhanced level of service by providing increased awareness of new releases, updates, patches and fixes. Backed by world class service through global presence, Honeywell can provide better support for you and your customers whenever you need it most. SMU Standard level of services New Versions: upgrade the existing version of software to the newest version typically includes many new feature sets, capabilities and other improvements Service Pack: adds new features to existing versions and corrects or improves system functionality Patches: corrects or improves existing features may include more than one improvement Includes first year SMU with new software purchase (multi-year options available) SMU 24/7 Add on to our standard level of services Includes emergency (system down) telephone technical support outside standard business hours 24 hours a day, 7 days a week Includes remote connections to a system to diagnose issues and help maintain system performance Includes remote system configuration to improve system functionality and optimization Products covered WIN-PAK XE, SE, PE WIN-PAK CS MAXPRO VMS MAXPRO NVR XE, SE, PE MAXPRO Hybrid XE, SE, PE MAXPRO Cloud 26 Please review the points above for the most immediate assistance.

27 MyWebTech Customer Portal MyWebTech is now easier to use with a new look and feel. Plus, it s now accessible on smart devices or current web browsers! Also featuring easy links to recently released products featured on the homepages as well as walk-through video demo when logged in! Need Intrusion information? See what s new: Feature set comparisons of any two products with revision specific details Watch Technical Training videos on our Top Products your Technical question and receive a quick response Complete list of What works with what? Compatibles Section Need Access or Video information? Check it out: Ability to view cases recorded by Technical Support Intuitive Knowledge Base with up-to-date information Submit technical questions to the Honeywell team Review the status of a database service But don t take our word for it, check it out for yourself! And stay tuned for even more features coming in the future. Have additional questions? Please contact us at

28 APPROVED FOR EXTERNAL USE No part of this publication may be reproduced by any means without written permission from Honeywell. The information in this publication is believed to be accurate in all respects. However, Honeywell cannot assume responsibility for any consequences resulting from the use thereof. The information contained herein is subject to change without notice. Revisions or new editions to this publication may be issued to incorporate such changes. For more information: Honeywell Systems Support Automation and Control Solutions Honeywell Security Products Americas 2700 Blankenbaker Pkwy, Suite 150 Louisville, KY L/TCHSPTPSB/D Tech Tip Cards Rev. 004E-T June Honeywell International Inc. All rights reserved.