About Central-Support

Question   What should I check first if Channel 5 & 6 of DSA E2800 are showing as disconnected?   Answer   Scenario: There are iSCSI ports that go to the switch When using Configuration Manager: in the Network > iSCSI tab: Channel 5 & 6 are showing disconnected and the unit cannot be added to BVMS Configuration Client   Verify if the expansion slots are connected correctly (page 21) Afterwards, wait a few minutes until they load up, and only then start the DSA S2800. Now, you can check in the Configuration Manager to see if the IP addresses need to be changed. Once you verify that they are correct, you can add the Device in Configuration Client.    Nice to know   How to configure iSCSI ports of DSA E2800 dual or single controller & configure it in BVMS CC? ... View more

Question   How can I find and download the Firmware for my NetApp DSA unit? How to update the E2800 controller firmware? And how to check and update HDD firmware for the hard drives which are used in the E2800 unit?   Answer   There is controller firmware available for the E2800 controllers themselfes, and simultaneously it is always recommended to keep the hard drive firmwares of all used HDDs up to datre. Depending on the controller version you need, you can access this E-Series SANtricity OS Controller Software Link for Downloads. The mentioned  Link will guide you to the website of NetApp Be aware that you can access this link and download the Firmware only if you have a NetApp "Customer" account (not a guest account) set up in NetApp NOW connected with one NetApp system S/N assigned to the NetApp account (during registration or afterwards by technical case). Note: BOSCH Central Technical Support team can offer the service to hand-out, only in exceptional situations. Once you are logged in to your account, you have to access this link and choose the Firmware version you need. You can select the Latest version which is displayed by default or select another version from the drop-down menu & click Go. You will be redirected to the page where the download button will be available.   Or you can type in the FW version and click Go   In general please always check the qualified version of NetApp controller firmware when using e.g. BOSCH VMS system. Please see the other article on how to update HDD firmware here: How to update E2800 HDD (disk) firmware? ... View more

Question   Where are the Transcoder Log settings and how to enable them for log collection?   Answer   The Transcoders menu provides information and the status of transcoders associated with a Video Recording Manager system. This includes older VJ-XTC-XF external transcoders as well as internal transcoders supplied by recording appliances. DIVAR IP 2000 recording appliances are equipped with 1 internal transcoder capable of 1 transcoding instance. DIVAR IP 5000 recording appliances are capable of 4 simultaneous transcoding sessions. Transcoders page   How to get here? Type in a web browser the IP address of the unit (in this example DIVAR IP AIO 5000) Login with srvadmin credentials expand Peripherals click Transcoders The Transcoders page provides an overview of the transcoder status, number of sessions, and sessions that are in use or available.  This page also displays the number and status of dedicated and local sessions.   You can also get here from Configuration Manager, when clicking on the "Open Export Logbook..." from Service > Export Logbook menu. After clicking this button, you will be automatically transferred to the monitoring site where you must Login and afterwards you will find the Transcoders page under Peripherals:   To enable the Transcoder Log settings:   Go to the Export logbook menu and tick the box next to the Transcoder log If you were asked by the Central Technical Support team to provide them with the Transcoder logs: wait until issue appears again note time/date export Transcoder Logs via the VRM WebPage and send them to the Central Technical Support team   The Transcoder logging option can also be enabled from Configuration Client in Service -> Advanced Tab > select Transcoder logging   HINT: If you upgraded the BVMS to a higher version and now you encounter an issue when switching to the Transcoding option in camera view, there's going to be no image or by restarting the Transcoder service will result in having image using Transcoding, but only temporary, please try to update the transcoder. How to do this: download the VRM path unzip there is now a subfolder ...\Install\Bosch\            install Setup_USB_TranscoderService_07.10.0041 It is also recommend to update the VRM but when there is no issue with recordings this is up to you if you want to upgrade it or not.   The latest VRM versions can be found in the Bosch Download Area website:    Nice to know   How to collect VRM logs with VRM (v3.82/ v3.83/ v4.00)? Why I cannot login to VRM Monitor?      ... View more

Question   Why the Live view shows ‘Authentication failed’ in Video Security App?   Scenario: DIVAR IP 5000 ALL IN ONE Mixed Bosch cameras with Firmware 7.82 BVMS 11.0 where there is a User group named “Viewer” with the option of Video Playback unchecked from Operator Client everything is fine because the users can see Live video but no playback but when trying to use Video Security App with that user, the Live video shows error "Authentication failed"   Answer   The VRM and port 443 is blocking the Live view authentication when the Video playback is unchecked.   Therefore, this works as designed. Short explanation: VSC connects directly to the VRM after authentication hand off using the BVMS credentials configured. VRM is the sole provider of video through the single configured port that VSC uses to connect. When live view is requested, you are actually seeing the last recorded frames. You are NOT being redirected to the camera since VRM has no method of tunneling live view through itself to a remote client.   VRM user groups does not have the same granularity as BVMS If playback is not allowed, then VRM will not allow access hence you cannot even login. This is by design and cannot be changed due to the architecture.   Using a single port connection via SSH with Operator Client is the only current viable solution if the end user wishes to connect remotely and to impose restrictions on playback. Remember that the SSH service must be manually installed if it was not during a previous installation or upgrade.               Useful documentation for remote connection: DIP_aio_5000_Installation_Manual (page 30) 0_Operation_Manual (page 30) ... View more

Question   What are the symptoms in BVMS Operator Client if Time synchronization is wrongly set?   Answer   Recording timeline show date 1.1.2000 (or any other strange date) Recordings are shown in timeline later/earlier than real time Clock symbol is shown in the Operator client logical tree   4      Instant Playback does not work   5     Several camera timelines do not show the same recording start time (e.g. 1h difference in start of recording) although you know for sure the continuous recording of all cameras was started at the same time   What to do? Verify the time synchronization setting of your system. Please make sure all servers, workstations and cameras do have exact the same time. Good to know: 1. Synchronization is critical to every video surveillance system! à Video data used as evidence on court Stop recording or recording gaps can occur Difficult Troubleshooting in different log files of the BVMS components 2. The time synchronization of all components must be configured before installation 3. All cameras synchronize by default with the BVMS MS (Time synch uses the SNTP protocol over UDP port 123) 4. All NTP settings on every Server/Workstation/Storage need to be manually configured by administrator   5. Where a central NTP server is available, all Server/Workstations should be synchronized against it (including the BMVS Management Server). When there is no dedicated NTP Server available, the BVMS MS can be used instead. 6. Cameras: Whenever a central NTP Server is available the recommendation is that also cameras should synchronize against it. How to synch the cameras with a central NTP server (instead of the Management Server)? → Configuration Client: Settings → Options: Add the IP-Address of the NTP server Where can you configure NTP server for cameras/encoders in BVMS≥11? 7. SNTP Troubleshooting for a camera needed? How to find out whether the problem is on the camera or on the NTP server or on the network? Camera web page: Service → Logging → “Debug logging” → Type “time syslog_dbg” to check the detailed camera ← → SNTP server communication activities: Client request send? To whom? Answer received?    Useful:   How to configure time services in a BVMS version ≤ 10.1 environment? Is it possible to disable the time synchronization function of BVMS? Where you can check the Network Time Protocol (NTP) connection from Bosch IP cameras? How to configure the NTP Server? ... View more