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    FAQ - Remote System Management service offering

    Overview:

    1. General
    2. Supported DIVAR IPs
    3. Prerequisites
    4. Inventory Management
    5. Update Management
    6. Health Monitoring
    7. Licensing
    8. Video Access
    9. Miscellaneous

     

    General

     

    Question

    Is Remote System Management compatible with standalone BVMS deployments (without DIVAR IP)?

    Answer

    Not at this time.

     

    Question

    Can I download BVMS or other log files?

    Answer

    Not at this time.

     

    Question

    Will I need to register / connect every device individually to Remote Portal?

    Answer

    You can register / connect the entire video system (DIVAR IP + cameras) in one go from the web interface of the DIVAR IP System Manager 2.x service.

     

    Question

    Are cameras integrated via Video Streaming Gateway (VSG) supported?

    Answer

    Yes. Also these cameras will appear in Remote Portal but with limited functional scope.

     

    Question

    What is the difference between DIVAR IP System Manager and Remote System Management?

    Answer

    DIVAR IP System Manager is a software service running locally on the DIVAR IP unit. It is used to setup the DIVAR IP and to optionally connect it to Remote Portal. Remote System Management is a cloud service offered via Remote Portal. In essence, DIVAR IP System Manager, among other things, enables the use of the Remote System Management cloud service.

     

    Supported DIVAR IPs

     

    Question

    Which DIVAR IPs are supported at the moment?

    Answer

    DIVAR IP all-in-one 4000, 6000, and 7000 (73). Prerequisite is to have DIVAR IP System Manager 2.0 installed on the DIVAR IP.

    With the release of DIVAR IP System Manager 2.1, we added the support for DIVAR IP all-in-one 5000 (DIP-52xx) as well as DIVAR IP all-in-one 7000 (DIP-72xx).

     

    Question

    Which DIVAR IP operating modes are supported?

    Answer

    All three operating modes are supported - BVMS, VRM and iSCSI.

     

    Question

    Do you support distributed systems?

    Answer

    The solution as well as the current licensing scheme supports all operating modes. It is thus possible to combine a DIVAR IP that runs in BVMS mode with additional DIVAR IPs running in any of the other two operating modes. Each DIVAR IP hereby connects individually to Remote Portal, where they can be grouped accordingly.

     

    Prerequisites

     

    Question

    What are the minimum bandwidth requirements?

    Answer

    Please refer to the system requirements defined in the latest Service Description in the product catalog.

     

    Question

    Do the cameras need to have internet access as well?

    Answer

    No. It is sufficient that the DIVAR IP has internet access. The cameras are technically never connected to Remote Portal but only communicate locally to the DIVAR IP which manages the communication towards and from the Remote Portal.

     

    Question

    How do I register my DIVAR IP in Remote Portal?

    Answer

    Please refer to the Application Note "DIVAR IP all-in-one Remote Portal connectivity", which can be found in the product catalog or the latest training in our Academy. Alternatively, we also have a YouTube playlist covering the entire journey from setting up the DIVAR IP to using the Remote System Management service.

     

    Inventory Management

     

    Question

    Can I generate Inventory Reports for multiple systems at once?

    Answer

    Yes.

     

    Update Management

     

    Question

    Are Windows operating system updates supported?

    Answer

    We only show the installed Windows version in Remote Portal. For updates of the operating system we recommend using Windows Server Update Services (WSUS).

     

    Question

    Is it possible to update clients remotely that run on a workstation?

    Answer

    Not at this time. Only client running on the DIVAR IP itself can be updated. This update functionality is limited to patches only at the moment.

     

    Question

    Are BVMS upgrades supported?

    Answer

    At the moment, we do not support BVMS upgrades. However, BVMS patches and updates for DIVAR IP software components are possible to be rolled out via Remote Portal with just few clicks. Once the BVMS license handling is integrated into the Remote System Management service capabilities, we plan to also support BVMS upgrades via Remote Portal.

     

    Health Monitoring

     

    Question

    Why do I not receive health information for the DIVAR IP?

    Answer

    In order to monitor the hardware health of the DIVAR IP, the SuperDoctor service needs to run on the DIVAR IP. To start the SuperDoctor service you need to run script that you can find here: DIVAR IP Windows Desktop > Tools folder. Once the service is up and running we require you to also change the default password of the SuperDoctor service.

    Explicitly starting the SuperDoctor service will be required after the initial installation of DIVAR IP System Manager on every DIVAR IP.

    ⚠️ Enabling Super Doctor requires to run the power script to start the service with Windows Administrator permission:

    • Navigate to the Tools folder (on the desktop)
    • Use the menu bar on top of the windows explorer and select Files --> Open Windows Power shell --> Open as Administrator
    • Type the name of the script: startSD5Service
    Central_Support_0-1732804390570.pngCentral_Support_1-1732804423598.png

     

    If the SuperDoctor service is not running, the health icon of the specific DIVAR IP in Remote Portal will be colored red and its VALUE is depicted as DOWN.

    Central_Support_0-1692283245698.png

     

    Licensing

     

    Question

    Will I receive a notification that my Remote System Management license will expire?

    Answer

    All administrators of a company account in Remote Portal will receive an email notification 60 days  prior to license expiration (for yearly licenses). This applies to any cloud service activated in Remote Portal.

     

    Question

    Can the service also notify me about expiring Software Maintenance Agreements?

    Answer

    Not yet. Licensing notifications are currently limited to cloud services licenses only.

     

    Question

    What is the relation between the Software Assurance  (SMA) and Remote System Management (RSM)?

    Answer

    SMA and RSM are independent.

     

    Question

    Can Remote System Management Licenses be transferred, e.g. if a DIVAR IP unit needs to be replaced?

    Answer

    Yes. The license can be returned to the cloud service license pool in the "Service Licensing" section and then consumed by any other DIVAR IP that is of the same model / family - 4000/5000/6000/7000.

     

    Question

    Is the licensing realized on channel level or DIVAR IP / system level?

    Answer

    Licensing is realized on DIVAR IP level | one DIVAR IP = one license. If you operate your DIVAR IP in BVMS mode, it will automatically license/support all connected cameras.

     

    Video Access

     

    Question

    Can I access video?

    Answer

    The connection from the DIVAR IP to Remote Portal is based on the MQTTS protocol which does not support the transport of video or image data. The separation of "maintenance data"  and "video data" has been defined in that way to allow for 24/7 health monitoring of the system without the risk of unauthorized video access.

     

    Question

    In addition to having cameras appear in Remote Portal via the DIVAR IP connection, can I add cameras as well directly in order to access them via Video Security Client or Configuration Manager?

    Answer

    x.png This scenario is not supported and might lead to unexpected side effects. We are working on a solution to also support video and configuration access.

     

    Miscellaneous

     

    Question

    AZENA: Is the "Installed Apps" service in Remote Portal supported for INTEOX cameras connected via DIVAR IP? 

    Answer

    This is not the case at the moment.

    Version history
    Last update:
    2 weeks ago
    Updated by:
    Contributors
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