About Central_Support

Central Support Team may ask you to provide them with the log files and configuration file of Intelligent Insights. This article explains you how and where you can get them.   Step-by-step guide   Intelligent Insights log files:   In the Log settings section you can select the log level that should be saved. Note: Do not change the log level from Intelligent Insights unless requested by tech support.   The system logs of Intelligent Insights can be found at the path: C:\ProgramData\Bosch\Intelligent Insights\Log You can zip the Log folder and send it to Tech Support, when requested.   If you cannot see the "ProgramData" folder, please unhide the folder by clicking: Options > View > select "Show hidden files, folders, and drivers" option > OK > The folder will be displayed in path C:\   Intelligent Insights configuration file:   You can export the system configuration file from Intelligent Insight platform. 1. Open Intelligent Insights and login using the Admin credentials 2. Go to System > Export and import 3. Under "Export system configuration" type in the Admin password and click Export 4. Select the location where the file will be exported and click save ... View more

The following procedure describes how to restore DIVAR IP 5000 ALL-IN-ONE to the factory default image.   Step-by-step guide   1. Start the unit and press F7 during the BIOS power-on-selftest. The Recovery menu is displayed.   2. Select one of the following: – Initial factory setup: restores to factory default image and deletes all data on the HDDs. or – System Recovery (back to Factory Defaults): restores to factory default image; data on the HDDs will not be deleted.   Note: While the System Recovery option doesn't delete video footage stored on the data HDDs, it still replaces the complete OS (operating system) partition (including VMS settings) with a default configuration. In order to access existing video footage after recovery, the VMS configuration needs to be exported before System Recovery and re-imported afterwards.   Notice! Do not turn off the unit during the process. This will damage the Recovery media.   3. The unit starts from the Recovery media. If the setup is successful, press OK to restart the system.   4. Windows performs the initial setup of the operating system. The unit restarts after Windows has completed the setup. 5. After the restart of the unit, the factory settings are installed. 6. After the system has reboot, the next step is to change the BVRAdmin password. The default one is WSS4Bosch. ... View more

Possible causes and solution(s)     Causes   Note: Please note that the Hardware ID (HW ID) is also known as "Computer Signature"   The HW ID contains 32 characters   The computer signature can change after exchanging hardware on the Management Server computer. When the computer signature is changed, the license for the base package becomes invalid. To avoid licensing problems, finish the hardware and software configuration before you generate the computer signature.   The following changes can make the base license invalid: Exchanging the network interface card. Any other connection (WiFi dongle etc) will cause Hardware ID changing Adding a VMWare or VPN virtual network interface. Lost Network connection Restarting the unit if you have made networking changes, most likely the MAC address was also changed automatically, and the license became invalid. In this case, please refer also to the following article: TSG: DIPaio 5000 changing MAC address results into invalid expansion licences   Please follow the steps below when an error message appears that the license is wrong, such as:  “Sorry, you've exceeded the amount of activations for this Authorization" Or “Activation invalid: Key mismatch”   Solution   Even that you have checked the Authorization number and the license seems to be already active, you could be in one of the cases mentioned above and the HW ID of the unit may have changed. 1. Please download the DIPaio5000_Patch_Installer_1.0.1 from the link below and install it on your unit: https://resources-boschsecurity-cdn.azureedge.net/public/software/DIPaio5000_Software_DIPaio5000_Patch_Installer_1.0.1_enUS_78103883659.zip This patch will solve the issue of your Computer Signature (HW ID) change.   The following steps have to be performed in order to patch an existing installation on a DIVAR IP all-in-one video management appliance: unzip the Patch Installer Copy the content to a USB drive When the BVMS default screen is shown, press CTRL + ALT + DEL Hold down the SHIFT key while clicking Log off Log in as BVRAdmin Transfer the BVMS installation folder from the USB drive to the BVRAdmin desktop Double click executable inside the transferred folder. Follow the installation procedure without changing any settings   Notes: - During initial boot and installation, the system must be connected to a network. - The patch requires a system reboot which results in a short recording gap. - In case of an upgrade to BVMS 10 or 10.0.1, the patch shall be applied after the BVMS upgrade.   Please see Release Letter for this patch below: https://resources-boschsecurity-cdn.azureedge.net/public/documents/DIPaio5000_Release_Note_enUS_78103891211.pdf If you want to know more about what can cause a Computer Signature change, please see the Notice on page 87 of the below manual: https://resources-boschsecurity-cdn.azureedge.net/public/documents/BVMS_10.0_Configuration_Manual_enUS_9007271137484043.pdf   2. Verify if HW ID is stable by rebooting the unit at least one time. 3. If the HW ID is stable, the license transfer to the new HW ID is needed. The Central Technical Support team can help you for License Transfer to the new HW ID. Once the license transfer is performed, your license will be active again.   Good to know: All software, patch installers, technical specifications, accessories and other useful information of the unit can be found on the product page from the Bosch Security and Safety Systems officially web page. ... View more

Question   What does mean the clock symbol showed in the Operator Client Logical tree?   Answer   This is a feature of the Operator Client because it shows you that the camera you want to playback is located in another Time Zone. This is required for big countries like in US where different Time Zones are over the country spread.   But could be an issue. For example: If the clock symbol comes up on the Logical tree from the Operator Client in a small counties where it is only one Time Zone, then the troubleshoot must be done -> you need to check if the NTP is synchronized properly and if the cameras have been configured on the right Time Zone. Reason: Think about a camera is reading the Timestamp into the recording block and the workstation will ask for the recordings through the VRM. If the BVMS is by default configured, this means that the camera got the time from the different NTP server which is on the Management Server. The issue could be: the Management Server Operating System is having another Time Zone than the workstation Operator Client. How does it work? The Management Server gives the time to the camera > The camera writes the recordings and when you do a playback on a workstation, the Operator Client will show you the clock symbol because it sees that the Time Zone of the camera it’s different to its own. ... View more

Question   Where can you configure NTP server for cameras/encoders in BVMS≥11?   Answer   By default all cameras/encoders added to BVMS will be configured to start NTP synchronization against the Operating System of the Management server. Whenever a central NTP Server is available the recommendation is to synchronize all cameras against the NTP central server.   In BVMS≥11 there is a new configuration option:   Open Configuration Client and go to Settings > Options ⭐ BVMS ≥v11.0 & < v11.1.1: ⭐ BVMS ≥v11.1.1:   Add the IP Address/ hostname or URL of the NTP server to the "Time server for encoder" field:   ⭐ BVMS ≥v11.0 & < v11.1.1: ⭐ BVMS ≥v11.1.1:   Note: This configuration option does not replace the time settings configuration on the workstations and servers on operating system level! This configuration needs to be performed. ... View more