Bosch Building Technologies

    cancel
    Showing results for 
    Search instead for 
    Did you mean: 

    Troubleshooting Camera Connectivity & Bosch Remote Portal

    Possible causes and solutions:

     

    Cameras which get connected from the customer's site to Bosch Remote Portal use an outgoing connection via TCP port 42000.

    Outgoing connections usually are not blocked by a router, however in a corporate network with proxy server, firewall, etc. involved, the IT department might open the needed ports.

    The troubleshooting steps below might help you to connect cameras to Bosch Remote Portal.

     

    Known issues on camera commissioning

    In most cases when camera commissioning fails, the root cause is:

    • No connection to Bosch Security Cloud from the customer’s site
    • Blocked Internet connectivity (e.g. blocked ports by proxy or firewall)
    • User belongs to more than one Company in Remote Portal
    • The camera is already commissioned to a different cloud instance
    • Known camera firmware issues
    • Known camera date issue
    • Further…

     

    1. Camera does not reach the Cloud Connector:

     

    Causes

     

    Error seen by user on camera

    Behavior seen in Remote Portal

    Issue / Use Case

    Camera not ready for cloud service Camera does not appear in Remote Portal Camera does not reach the Cloud Connector

     

     

    Solution

     

    Solution

    Set Cloud-based services Operation mode to ON and click Set / Save
    Check firewall blocks for
    • dm201.cbs.boschsecurity.com:42000 (Cloud Connector)
    • dm443.cbs.boschsecurity.com:42000 (Cloud Connector)

     

    1 Troubleshooting Camera Connectivity & Bosch Remote Portal.png

    Please follow below list to troubleshoot connectivity issues during commissioning cameras to Bosch Remote Portal.

     

    2. Camera does not reach Remote Portal or Video Relay endpoint or the Certificate Revocation List (CRL):

     

    Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“

     

    Causes

     

    Error seen by user on camera

    Behavior seen in Remote Portal

    Issue / Use Case

    Server connection failed. Make sure you are connected to the Internet. Camera does not appear in Remote Portal Remote Portal or Video Relay endpoint not reachable from camera
    Server connection failed. Make sure you are connected to the Internet. Camera does not appear in Remote Portal The camera did not yet reach once the CRL,
    CRL from Escrypt not reachable

     

    Solution

     

    Solution

    Check firewall blocks for:

    • api.remote.boschsecurity.com:443 (Remote Portal endpoint)
    • dm35.cbs.boschsecurity.com:42000 (Video Relay Europe)
    • dm161.cbs.boschsecurity.com:42000 (Video Relay North America)
    • dm261.cbs.boschsecurity.com:42000 (Video Relay APR)

    CRL must be reachable one time. Afterwards it is not necessary any more.

    Check firewall blocks for

     

    Camera configuration:

     

    Time Server

    Navigate to General > Date/Time and configure the Time server address as follows:

    Note: Make sure that the configured date does not deviate from the actual date.

     

    Network
    1. Navigate to Network > Network Access

      - Set DHCP to On

      - If DHCP needs to be off on customer request > configure correct Gateway and DNS server addresses

    2. Navigate to Network > Advanced

    • Set the Cloud-based services Operation to On and click Set
     
    Cloud Connectivity

    Navigate to Service > System Overview

    • Check Cloud State > should be ‘Ready for cloud service‘

    • If Cloud State is different from ‘Ready for cloud service‘:

      • verify Internet connection according to below troubleshooting guide.

     

    Connectivity Troubleshooting

    For troubleshooting perform the following steps:

    1. Please check if the camera is connected to the Internet and can reach the Cloud-based Services system.

    2. In the local network open the IP camera's website, navigate to SETTINGS > Advanced Mode > Service > System Overview

    3. Check the ‘Cloud state’:
      Expected state: „Ready for cloud service”

    Error states

    Cause

    Solution

    “Trying to connect...” Trying to establish a TCP connection. Check the Internet connection *, reset the camera **
    “Trying to connect... (Server not reachable)“ DNS resolution did not work on last connection trial. Check the Internet connection *, check the router’s gateway settings.
    “Trying to connect... (Server not responding)” TCP connection has been timed out on last connection trial. Check the Internet connection *, check the router’s gateway settings.
    “Not running” Cloud-based Services 'Operation' mode is “off”. *** Set Cloud-based Services 'Operation' mode to “on”, power-cycle the camera.
    “Not running (DHCP not active)” Cloud-based Services 'Operation' mode is “auto”, DHCP is disabled or did not get an IP address. Enable DHCP, check if a DHCP server in the LAN provides a valid IP address to the camera.
    “Not running (no connection to server)” Cloud-based Services 'Operation' mode is “auto”, max connection trials exceeded. Check the Internet connection *, check the router’s gateway settings, power-cycle the camera.
     “Not running (Device not added to CBS system)” Cloud-based Services 'Operation' mode is “auto”, max connection duration timed out (8 hours). Power-cycle the camera.

     

    * Check that the router does not block outgoing traffic on port 42000.

    ** Reset the camera with reset button (press button for 7 secs until the LED turns red). After the LED is green try again to add the camera to the cloud.

    *** Cloud-based Services 'Operations' mode can be found on the IP camera's website > SETTINGS > Advanced Mode > Network > Advanced > 'Cloud-based services'.

     
    Ports

    2 Troubleshooting Camera Connectivity & Bosch Remote Portal.png

     
    Domain Names and IP addresses
    • The following domain names must be reachable from the cameras on customer’s site.
    • DNS needs to be activated so that cameras can connect to the hosts specified below.
      • In case no DNS server is available column “Destination (IP address)” shows the IP addresses to be used.
        Note that the IP addresses might change, only domain names stay fix.

    Source

    Destination (domain name)

    Destination (IP address)

    (Note that the IP addresses might change, only domain names stay fix.)

    Description

    On-site cameras dm201.cbs.boschsecurity.com:42000 52.29.80.17:42000 Cloud Connector
    (camera firmware >= 6.40 without device certificate)
    On-site cameras dm443.cbs.boschsecurity.com:42000 52.28.164.9:42000 Cloud Connector
    (camera firmware >= 6.40 with device certificate)
    On-site cameras 36.mcg.escrypt.com:80 139.15.237.48:80 Certificate Revocation List (CRL)
    On-site cameras api.remote.boschsecurity.com:443 52.29.189.224:443 Remote Portal
    On-site cameras North and South America: Remote Portal (Video Relay)
        dm161.cbs.boschsecurity.com:42000 52.6.34.81:42000
    Europe, Middle East and Africa:
        dm35.cbs.boschsecurity.com:42000 18.195.158.176:42000
    Asia Pacific Region:
        dm261.cbs.boschsecurity.com:42000 18.136.164.155:42000
    On-site cameras North and South America: - Time server to be used
        ntp-us.cbs.boschsecurity.com
    Europe and rest of the world:
        ntp-eu.cbs.boschsecurity.com

     

    3. User is assigned to multiple companies

    Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“

     

    Causes

     

    Error seen by user on camera
    Behavior seen in Remote Portal
    Issue / Use Case
    Server connection failed. Make sure you are connected to the Internet. Camera does not appear in Remote Portal User is assigned to multiple companies

     

    Solution

     

    Solution

    • Check if user is assigned to multiple companies: > User Settings > My Companies
    • User needs to set the Default Commissioning Company.

     

    Configure Default Commissioning Company

    A Remote Portal user (Admin or Technician) which belongs to more than one Company needs to set a default commissioning company to be able to add devices to Remote Portal.

    3 Troubleshooting Camera Connectivity & Bosch Remote Portal.png

     

    4. Camera is already commissioned to a different cloud instance

    Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“

     

    Causes

     

    Error seen by user on camera
    Behavior seen in Remote Portal
    Issue / Use Case
    Server connection failed. Make sure you are connected to the Internet. Camera does not appear in Remote Portal Camera is already commissioned to a different cloud instance (e.g. Monitoring

     

    Solution

     

    Solution
    Check General > User Management, if there is an user entry different from one of the Video Relay endpoints:
    Type: Cloud

    User name:

    If different Cloud user:

    • delete the camera from the related cloud instance and commission to Remote Portal

      4 Troubleshooting Camera Connectivity & Bosch Remote Portal.png

     

    5. Known issues with camera firmware

     

    Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“

     

    Causes

     

    Error seen by user on camera
    Behavior seen in Remote Portal
    Issue / Use Case
    Server connection failed. Make sure you are connected to the Internet. Camera does not appear in Remote Portal Camera with firmware 6.44.x can not be commissioned to Remote Portal
    Server connection failed. Make sure you are connected to the Internet. Camera does not appear in Remote Portal Camera with firmware v6.60.0065 can not be commissioned to Remote Portal

     

    Solution

     

    Solution
    Update firmware to later version

    Mitigation:

    • Step 1: update to firmware 6.61 or later
    • Step 2: if this does not fix the > replace the camera via Bosch Service

     

     

    6. Known issues with camera date settings

    Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“

     

    Causes

     

    Error seen by user on camera
    Behavior seen in Remote Portal
    Issue / Use Case
    Server connection failed. Make sure you are connected to the Internet. Camera does not appear in Remote Portal Date in camera is deviating more than 3 months from current date.

     

    Solution

     

    Solution
    Stop recording, set correct camera date & time

     

    5 Troubleshooting Camera Connectivity & Bosch Remote Portal.png

     

    7. Further known issues

    Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“

     

    Causes

     

    Error seen by user on camera
    Behavior seen in Remote Portal
    Issue / Use Case
    Server connection failed. Make sure you are connected to the Internet. Camera changes to offline and stays offline - Camera already exists in RP
    - User resets the camera
    - User (Technician) commissions camera
    Authentication failed. Make sure that password and e-mail address are correct. Camera shown in previous state Wrong credentials entered in camera "Connect to Bosch Remote Portal" dialog.

     

     

    Solution

     

    Solution

    If the camera is restricted and the Technician user is not allowed to access the camera or group, commissioning fails.

    Mitigation:

    • Delete camera from Remote Portal before commissioning, or
    • Grant access for Technician for this device / group.
    • Use correct user and password

     

    Note:
    If above steps do not succeed to connect the IP camera to the Security Cloud, please contact support.security-cloud.com

     

    Nice to know:

    book-lightbulb.png For a better understanding of using the Bosch Remote Portal, we encourage you to join our free online Training from Bosch Building Technologies Academy!

    Version history
    Revision #:
    2 of 2
    Last update:
    ‎05-21-2021 03:46 PM
    Updated by:
     
    Contributors
    Icon--AD-black-48x48Icon--address-consumer-data-black-48x48Icon--appointment-black-48x48Icon--back-left-black-48x48Icon--calendar-black-48x48Icon--center-alignedIcon--Checkbox-checkIcon--clock-black-48x48Icon--close-black-48x48Icon--compare-black-48x48Icon--confirmation-black-48x48Icon--dealer-details-black-48x48Icon--delete-black-48x48Icon--delivery-black-48x48Icon--down-black-48x48Icon--download-black-48x48Ic-OverlayAlertIcon--externallink-black-48x48Icon-Filledforward-right_adjustedIcon--grid-view-black-48x48IC_gd_Check-Circle170821_Icons_Community170823_Bosch_Icons170823_Bosch_Icons170821_Icons_CommunityIC-logout170821_Icons_Community170825_Bosch_Icons170821_Icons_CommunityIC-shopping-cart2170821_Icons_CommunityIC-upIC_UserIcon--imageIcon--info-i-black-48x48Icon--left-alignedIcon--Less-minimize-black-48x48Icon-FilledIcon--List-Check-grennIcon--List-Check-blackIcon--List-Cross-blackIcon--list-view-mobile-black-48x48Icon--list-view-black-48x48Icon--More-Maximize-black-48x48Icon--my-product-black-48x48Icon--newsletter-black-48x48Icon--payment-black-48x48Icon--print-black-48x48Icon--promotion-black-48x48Icon--registration-black-48x48Icon--Reset-black-48x48Icon--right-alignedshare-circle1Icon--share-black-48x48Icon--shopping-bag-black-48x48Icon-shopping-cartIcon--start-play-black-48x48Icon--store-locator-black-48x48Ic-OverlayAlertIcon--summary-black-48x48tumblrIcon-FilledvineIc-OverlayAlertwhishlist