About Central-Support

Question   Why aren't the systems showing up on the dashboard in my Remote Portal account? When connecting to the Remote Portal account > in the Systems menu, there are no cameras displayed on the dashboard. What could be the reason?     Answer   Please make sure that you didn't disabled the "Online" filter from your dashboard. If so, please click on the "Online" filter and the systems will be displayed:   This is also applicable for the Offline systems. If you don't see them in the dashboard, make sure that you enable the "Offline" filter. ... View more

Remote Portal provides cloud-based connectivity to Bosch video security devices for remote administration and maintenance. Depending on the role assigned, it enables users to configure cameras, perform tasks, such as firmware updates, and activate and manage software licenses remotely. Upon purchasing licensing, an email from Bosch provides the needed codes. To add software licenses to Remote Portal, follow these steps:   Step-by-step guide   1. Open Bosch Remote Portal, login into your account and select the account to which the license should be added. 2. Select the Service Licensing tab.   3. Go to the email with the license codes and copy all license information between the lines.   4. Return to Remote Portal, select the Options button, and choose Add licenses in the bottom right corner.   5. In the window that opens, paste the purchased license codes.   6. Select Save.   The licenses have now been added to the account. The overview shows the key type and duration of the license in months.   You can start now assign and use the licenses to the devices added to your account.   Nice to know:   How to move a license from an user account to another one in Remote Portal? What to do if my colleague in the same company claimed a license with a wrong Remote Portal account? Remote System Management licensing ... View more

Question   What is Intelligent Audio Analytics feature (+ audio detectors configuration of FLEXIDOME 5100i)?   Answer   Intelligent Audio Analytics feature is available for FLEXIDOME 5100i panoramic cameras. This feature is available on camera firmware starting with version 8.80. Please refer to the following technical white paper which highlights our latest advancement in AI-driven analytics technology. Intelligent Audio Analytics detects and identifies target sounds, such as gunshots. The white paper provides a comprehensive exploration of the technology and how privacy concerns are addressed. It also includes test cases demonstrating the power of Intelligent Audio Analytics.   In the video below, you will learn about the configuration of the audio detectors in the camera's web interface, as well as how to test and demo the three available detectors for gunshot detection, standard T3 smoke alarm detection and standard T4 carbon monoxide alarm detection. ... View more

Question   What web browsers are supported by Bosch IP cameras?   Answer   Bosch supported Web Browsers. Firefox. Microsoft Edge (not including IE extension). Google Chrome All of the above Bosch supported web browsers do not use MPEG-ActiveX so all of the functionality that requires ActiveX will not be possible within these browser interfaces. Configuration Manager is now the best tool for configuring VCA/IVA and some of the other items that required ActiveX.   Internet Explorer (IE) and MPEG-ActiveXSupport by Camera Platform. RTOS will continue supporting IE/ActiveX. But because Microsoft has ended support on June 15, 2022. Bosch cannot guarantee that they will continue fixing issues with a browser that is not supported by Microsoft. Android and Linux never supported IE. Bosch does not recommend using IE or the IE extension within Microsoft Edge.  The functionality of IE cannot be relied on, because Bosch is not supporting its functionality.  Some cameras do not function any longer on IE with the latest FW. This trend will continue as Bosch continues to make improvements to their cameras and firmware.   Tools to use in replacement of Internet Explorer and MPEG-ActiveX. For VCA configuration. Configuration Manager. For missing time and date. Set up the Time Stamping in Configuration Manager or go to Playback where you can see the time and date. For Instant Recording Button. If you need Video and Metadata recorded, then Configuration Manager has record option in the VCA/Main Operation tab. You can record your video and use the Task, Metadata Generation or Meta Inspection tab to analyze the video. By selecting "show Timeline" And selecting the video from the Dropdown.   You can also find the file at C:\Users\Public\Documents\Bosch\VIDOS\Recordings. If you want to look at it with Bosch Export player. There is also an option to record using the Video Security App. But the will only record video (not Metadata). ... View more

In case of unexpected behavior of the Bosch Forensic Search in Genetec Security Center this page can help during the investigation and in finding the root cause of the problems   Possible causes and solution(s)   Symptoms Search is not delivering any results or showing an error in the filter section. First of all, it is important to mention that it is not necessarily an error, when no search results are presented after a successful search. There are multiple reasons like: The configured rules are too specific → try to run the search with more generic rules The configured timespan may not have any objects → check on a Genetec 'Monitoring' task if there are objects visualized and run the search again with a generic rule set If there are still no results try following the steps below If you encounter an error message during the search execution, also follow the steps below.   Causes There are several possible root causes for such issues Metadata is not recorded or not recorded in the correct format Security measures prevent the forensic search from running correctly The communication ports that are used by the Bosch tools are already in use by other processes   Solution In general - the Genetec logging mechanism provides a good way of retrieving additional, more specific information in certain scenarios. The log-viewer is available through: http://localhost/Genetec/DebugConsole on SC 5.10 or http://localhost/console on SC 5.11 Pick the 'Bosch' logger to subscribe to the Bosch specific messages SC 5.10 SC 5.11 The error messages there point to problems encountered in the Bosch components and provide some guidance to find the root cause of certain problems, such as: message pointing to a wrong FSS executable → most probably the default port of the internal Bosch communication is not available and needs to be changed. Please refer to the specific 'How to' article. message pointing to role activation problems → check if the plugin role is properly enabled in the Config Tool message pointing to missing metadata → most probable something went wrong with the camera's metadata recording   In case there's no solution to the issue, further investigation with the support team is needed and trace logs are very much necessary to understand what's going on on the installation. The trace logging is similarly activated in Genetec as the normal loggers, except that a file and some file parameters need to be specified as depicted below:   ... View more