MAXPRO NVR. Troubleshooting Guide

MAXPRO NVR Troubleshooting Guide Document 800-09649V2 Rev A 02/2012

Revisions Issue Date Description 1.0 July 14, 2011 New document 2.0 October 13, 2011 Updated the MAXPRO NVR Wizard section and the Application Notes section. 3.0 January 27, 2012 Removed the Application Notes section and updated the General section.

Overview..... TROUBLESHOOTING MAXPRO NVR OVERVIEW........................................................... This document is a guide to troubleshoot common problems that might arise while working with the MAXPRO NVR Software-Only solution and MAXPRO NVR Singlebox solution. This document provides a description of the problem, the possible cause and solution. MAXPRO NVR WIZARD........................................................... A Pop up message No free IP available appears for the Camera IP Range in the wizard. All the available IP addresses might have been used in your network. Increase the IP range of your network. For example, the start IP and the end IP mentioned in the wizard is x.x.x.1 and a.a.a.245. You must change the start ip to x.x.y.1. Now the wizard searches for free IP from x.x.y.1 to x.x.y.245. Unable to open the Wizard from the Start>All Programs>Startup The path specified must be wrong. Go to the following path: C:\ProgramFiles\Honeywell\MaxproNVR\TrinityFramework\bin\MaxproNvrQuic kwizard.exe and check if the wizard starts. MAXPRO NVR QuickWizard.exe.config file is corrupted When you click on step 2 button on the 1st screen of wizard and in between or after if there is a power failure, on system startup the wizard will not run or sometimes displays the following error: MAXPRO NVR Troubleshooting Guide 1

MAXPRO NVR Wizard -If you try to run the wizard from startup, the error displayed above appears. 1. Close the error message. 2. Stop the MAXPRO NVR Agent. To stop the MAXPRO NVR Agent a. Go to Windows tray icon and right-click the MAXPRO NVR Agent icon, and select Exit as shown in the following figure. 3. Go to the installation/windows path: "C:\ProgramFiles\Honeywell\MaxproNVR\TrinityFramework\bin" and run MaxproVMSClientAgent.exe. A pop appears in the System Tray as shown in the following figure. 4. Run the wizard from startup by clicking the MAXPRO NVR Wizard icon or you can restart the system. Language.xml file is corrupted In the event of power failure after you click the MAXPRO NVR icon; the MAXPRO NVR wizard automatically starts on restoration of power, and displays the following error message: 2 MAXPRO NVR Troubleshooting Guide

MAXPRO NVR Wizard..... When we try to launch the wizard the following screen appears with the languages drop down showing no options. 1. Close both NVR login page and wizard (if open). 2. Wait for a minute and try relaunching the application. 3. If the issue still persists, follow the recovery steps outlined in the following procedure: a. Go to the installation/windows path: "C:\ProgramFiles\Honeywell\MaxproNVR\TrinityFramework\bin" and run MaxproVMSClientAgent.exe. A pop appears in the System Tray as shown in the following figure. MAXPRO NVR Troubleshooting Guide 3

Disk Management b. Run the wizard from startup by clicking the MAXPRO NVR Wizard icon or you can restart the system. DISK MANAGEMENT........................................................... The status of the configured network drive shows Invalid Drive The network drive is not shared with read-write permission. The drive location is not accessible in Windows. It is recommended that the username and password on the network drive machine match the username and password on the MAXPRO NVR box. The Total space and Free space fields display blank values in the Disk tab The network drive is not shared with read-write permission. The drive location is not accessible in Windows. It is recommended that the username and password on the network drive machine match the username and password on the MAXPRO NVR box. The disk space values are not updated for network drive, if it is the current recording drive Recording may not be happening on the network drive. The drive name might have been changed. The drive is not accessible in Windows. The drive is not shared with read-write permission. 4 MAXPRO NVR Troubleshooting Guide

TROUBLESHOOTING MAXPRO NVR General..... 1. If the network drive name is changed after it was added initially, then change the drive name to the original name or delete the drive and add it again. 2. It is recommended that the username and password on the network drive machine match the username and password on the MAXPRO NVR box. GENERAL........................................................... Unable to see application tabs in MAXPRO NVR You might not have sufficient privilege to see application tabs such as Viewer, Configurator, Search, Reports etc. Contact your administrator to enable the privileges for viewing the required application tabs. Only a user having the administrator role can enable such privileges. Unable to logon to MAXPRO NVR 1. The User authentication failed message appears. The user name or password entered is incorrect. Verify the user name or password. 2. The Server doesn't exist in the specified IP message appears. The possible causes are: The server or trinity services might not be running. The server settings might be incorrect. The network might be disconnected. The MAXPRO NVR Server and Client might be of different versions. Check if the Trinity services (Trinity Server and Trinity Controller) are running on server computer. To check whether the server is running a. Click Start>Settings>Control Panel b. Double-click Administrative Tools, and then double-click Services. Or a. Click Start>Run, and then type services.msc. The Services window appears. MAXPRO NVR Troubleshooting Guide 5

General b. In the Services window, check the status of Trinity services. Start the Trinity services if they are not running. To start the Trinity services. Right-click on the status column corresponding to TrinityServer, and then select Start. Right-click on the status column corresponding to TrinityController, and then select Start. Check your server settings in the login screen and type the correct Server IP/Name. To check the server settings a. In the login screen, click Server Settings. The ServerSettings dialog box appears. b. Type the correct Server IP/Name. Connect the network LAN, if it is disconnected. Install the same version of MAXPRO NVR Server and Client. Trinity Rendering Server crashes when you change IP address mode from DHCP to Static Viewer is not closed while changing the IP address mode On changing IP address mode from DHCP to Static, Viewer has to be closed and reopened. VIEWER Video does not display on drag and drop of a camera Camera settings are incorrect in the Camera tab. Firewall is turned on. Stream connection limit reached. 6 MAXPRO NVR Troubleshooting Guide

General Check the video format, Username and Password for that particular camera. To change the video format..... a. Go to the Camera Advanced Settings tab in the Camera page and change the Video Format of that camera from NTSC to PAL. Go to Start menu, type firewall.cpl and turn off the firewall. Check number of open streams and ensure it is less than maximum limit. The Video loss message appears on the panels. The video streaming to the NVR Engine for that channel is lost. Check the cable connection to the NVR box. Camera status is not shown in the Devices window The possible causes are: Trinity Controller service in the NVR box might not be running. Network connection to the device from NVR box is lost or the device is down. Start Trinity controller services if it is not running. Restore the network connection from the server computer to the device or make sure the device is up and running. If there is a random loss in status, right-click on the camera and select refresh from device. If none of the cameras are showing status, right-click the recorder and select Reload Device. Cannot perform PTZ operation The possible causes are: PTZ Camera is configured as a Fixed Camera in MAXPRO NVR. The request operator is of low priority and user with higher priority might be performing the PTZ. The Controller is offline. Network connection between the server and the client is lost. Change the camera configuration to PTZ camera from Fixed Disable digital PTZ. Start the controller services. To start the controller services. Double-click Administrative Tools, and then double-click Services. Or MAXPRO NVR Troubleshooting Guide 7

General Choose Start>Run, and then type services.msc. The Services window appears. In the Services window, right-click on the status column corresponding to TrinityController, and then select Start. Restore the network connection between server and client. Clip Export button disabled You might not have sufficient privilege to export clips. Contact your administrator to enable privileges to export clips. Only a user with administrator role can enable this privilege. Clip Export failure with message Camera disabled during playback time The possible causes are: Clip Export Start Time greater than End Time. No recording available at the start time of the clip export. Redo the clip export operation by right-clicking on the failed clip and selecting restart. Change start & end time of the clip and retry the operation. Cameras are not displayed in the Viewer Device Tree The possible causes are: You do not have association to any of the cameras. Go to the User tab under Configuration and associate the cameras. Unable to view Viewer properly or Status bar buttons in the Viewer are not fully visible The monitor s display resolution set in the workstation computer might be incorrect or inappropriate for running MAXPRO NVR Viewer. Set the workstation s monitor resolution to 1024 x 768 pixels and above. 8 MAXPRO NVR Troubleshooting Guide

Trinity Controller The Connecting to Camera and Video Loss message appears continuously on the panel..... Rendering server is unable to connect with the Viewer. Camera stream has been configured in some other head end system. Configure the static IP to Loopback Adapter and restart the computer. Device tree view not showing all the cameras Filter might be applied to the tree. Click the toggle filter button in the Intellisense search box below the device tree. Time jump displays Video Loss or No recording available message MAXPRO NVR client and recorder is not time synced. Synchronize the time between the MAXPRO NVR client and the recorder. Time line not loading in the Client PC MAXPRO NVR client and server is not time synced. Synchronize the time between the MAXPRO NVR client and the server.. TRINITY CONTROLLER........................................................... Controller appears offline on the status bar TrinityController service is not running. Network connection between Server and Viewer computers might not be proper. MAXPRO NVR Troubleshooting Guide 9

NEOStorage Server Restart TrinityControllerservices. To restart TrinityController Choose Start>Run, and then type services.msc. The Services window appears. Right-click TrinityContoller, and then select Start. Check the network connection between Server and Viewer computers. TrinityController is not functioning properly even after restarting Cache files required for TrinityController might not be proper. Ensure that the cache files are present in the computer. To check the cache files Go to HKEY_LOCAL_MACHINE\SOFTWARE\Honeywell\MAXPRO NVR\TrinityFramework\Controller and get the cache files path and ensure that the cache files are present. Check if the file size of SPARAM.TCC and TITLE.TCC files are more than 5 KB. Restart TrinityServer and TrinityController if the cache files are not present or if the SPARAM.TCC and TITLE.TCC files size are less than 5 KB. The status of the cameras connected is not getting updated properly There might be a problem in communication between MAXPRO NVR Engine and Trinity Controller. Reload the device from the device tree or do a refresh from device. If the problems persists, restart TrinityController service NEOSTORAGE SERVER........................................................... None of the camera comes online and Playback does not work. Additionally, the Windows Event Viewer, displays frequent logs of NeoStorageEngine.exe crashing and getting restarted The system.xml or rules.xml might have been corrupted (went blank) for NEOStorageEngine in the Path C:\Program Files\Honeywell\MaxproNVR\TrinityFramework\bin\REIPEngine. 10 MAXPRO NVR Troubleshooting Guide

Configurator Copy the system.xml and rules.xml from D:\Factory rest config Files\REIPEngine folder or C:\Program Files\Honeywell\MaxproNVR\TrinityFramework\Default Configuration Files\REIPEngine folder and paste and replace in the path C:\Program Files\Honeywell\MaxproNVR\TrinityFramework\bin\REIPEngine(Or installed path). Restart the NEOStorageServer from the Service Manager...... CONFIGURATOR........................................................... Clicking the System or User tab hangs the viewer in the client or server PC The possible causes are: TrinityScheduler service might have been stopped in the Server PC Start Trinity Scheduler service in the Server PC. Contact your system administrator to get appropriate license supporting the desired device. Saved SMTP settings in the System tab not displayed in Client or Server PC TrinityScheduler service might have been stopped. Start Trinity Scheduler To start the scheduler services a. Click Start>Run, and then type services.msc. The Services window appears. b. Right-click TrinityScheduler, and then select Start. Saved Event Associations (Recorder, IO and Camera) in the User tab not displayed in Client or Server PC TrinityScheduler service might have been stopped. Start Trinity Scheduler To start the scheduler services a. Click Start>Run, and then type services.msc. The Services window appears. b. Right-click TrinityScheduler, and then select Start. MAXPRO NVR Troubleshooting Guide 11

Configurator Save operations done in Camera Advanced Settings tab takes time to get updated in the database TrinityScheduler service might have been stopped. Start Trinity Scheduler To start the scheduler services a. Click Start>Run, and then type services.msc. The Services window appears. b. Right-click TrinityScheduler, and then select Start. Failed to send E-mail The possible causes are: SMTP server configuration in System tab is incorrect or access is denied to SMTP server. You might not have proper event association. Verify SMTP server configuration and the required access. Also make sure that the Stop Email Service check box is not selected. Go to the Event association tab in the user page and check if the respective events are associated to that particular user. Live Update is not working across clients The page did is not refreshed. Go to the corresponding tab and click on the Reset button. Failed to save message comes across tabs in Configurator Failed to connect to the server. Click on OK button of the message and click on Save again. 12 MAXPRO NVR Troubleshooting Guide

LOCALIZATION TROUBLESHOOTING MAXPRO NVR Localization................................................................ Language does not get listed in the Viewer login screen Language files might not be updated. Refer to the MAXPRO NVR Localization Guide.pdf which is available on the DVD contents to update the language. Viewer does not display contents in the selected language which was displayed earlier Satellite dlls for selected language might not be present in the bin folder or they might have been deleted. Reinstall MAXPRO NVR. The required dlls get generated. INSTALLATION........................................................... Pop ups come during installation or un-installation requesting the user to close the application/services NVR installation cannot proceed if the application or services are still running on the system. Click on OK button of the message to proceed. After installation the user is not able to log into viewer TrinityScheduler service might not have started. Start Trinity Server. To start the Trinity Server Choose Start>Run, and then type services.msc. The Services window appears. Right-click TrinityServer, and then select Start. MAXPRO NVR Troubleshooting Guide 13

Installation Upgrade NVR stopped working message appears during NVR Client un-installation Not applicable. If you waits for few seconds, the message automatically disappears and uninstallation continues, else press the Cancel button. NVR System Threshold values change to 1% after migration from one PC to another The source PC might have storage space in TB and the destination PC might have in GB. This results in the same threshold percentage leading to different values. You have to manually change the percentage of the Threshold values in the System page. After migration Status of the cameras are not coming, Alarms/Events are not raised in the system The machine name is still configured as the source PC. After migration, you have to change the Device Address in System page to the new machine name. This results in the smooth functioning of the controller operations. REIPEngine crashes after migrating NVR from one system to another If you try migrating NVR from a PC, say PC1 to another PC, say PC2. In PC1, NVR is installed on the C Drive & recordings are saved on the D Drive. PC2 only has the C drive. After migration to PC2, RE IP Engine crashes since recording path is missing (D Drive is present in PC2) You have to change the recording path manually to C drive from the system page & restart the REIPEngine service. 14 MAXPRO NVR Troubleshooting Guide

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