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In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information. Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket.   This article lists the initial troubleshooting steps and concrete instructions for collecting logging for issues with ONVIF cameras, added to BVMS system. We will classify the different issue scenarios one can have using ONVIF cameras in BVMS system. Depending on the issue the article lists the required logging to start initial troubleshooting. Check first: BVMS - ONVIF Device compatibility    Case1 -  Camera connection problems:   Check: URL, time, username, password Enable: VSG Debug, RTP logging:  The following article will help you to find out: Where can you find the "VSG debug logging" option in Configuration Client to enable/ disable it? Reproduce the issue and provide Video Streaming Gateway logs. SystemInfo If BVMS Configuration Collector is used SystemInfo will be gathered automatically For VSG stand alone systems, please use the Windows tool msinfo32 Wireshark captures (especially for 3rd party cameras) from the VSG server    Case 2 - live stream problems:   Enable VSDK loggings at the BVMS Operator Client: The following article will help you to find out how to enable VSDK logging: How to collect Video SDK log file Reproduce the issue and use BVMS Configuration Collector at the BVMS OC machine to collect VSDK logging. The following article with inform you how to use the Collector tool : How to get the BVMS Configuration Collection Logs of the system?  Enable: VSG RTP, RCP+ loggings Same as Case 1, Point 1 Reproduce the issue and provide Video Streaming Gateway logs Same as Case 1, Point 3 SystemInfo Same as Case 1, Point 4 Wireshark captures (especially for 3rd party cameras) from the VSG server.    Case 3 -  VSG Crashing problems:   VSG Debug logging and Complete memory dump Reproduce the issue, or wait for a crash to occur.  Video Streaming Gateway complete folder — Zip the complete folder with all it's contents. Follow the below steps: Go to This PC > Local Disk (C:) > ProgramData > Bosch  Provide the directory VSG Do not use BVMS Configuration Collector to get the VSG logs for this scenario, because it doesn't collect VSG memory dumps. In case of VSG crash a memory dump is needed for troubleshooting and it can only be manually copied from the VSG directory.    Case 4 - VSG Recording problems:   Check live stream - provide the information if there are issues also with the live stream Enable: VSG Debug, RTP logging: The following article will help you to find out: Where can you find the "VSG debug logging" option in Configuration Client to enable/ disable it? Reproduce the issue and provide Video Streaming Gateway logs Same as Case 1, Point 3 SystemInfo Same as Case 1, Point 4 VSG Maintenance Log For VSG version 7.02 and onwards use the Configuration Manager to get the logs In Configuration Manager right click on the VSG File Download - Maintenance Log For VSG versions below 7.02 contact support to receive BVIP Log collector tool and use it to collect the VSG Maintenance Log 6  VRM logs   use VRM Monitor. The following articles will help you out:   How to access VRM monitor from BVMS Configuration Client? How to collect VRM logs with VRM Monitor (v3.82/ v3.83)? 7  Screenshot of the Dashboard of the VRM for VRM version 3.82 and onwards for VRM version till 3.81 - contact support to receive BVIP Log collector tool and use it to collect VRM logs 8  VSDK loggings from VSG sever — 💡 please note that when you need VSDK logging from a service like (VSG, MVS, VRM ect) you need to restart the service in order to get the data written in to the VSDK folders. The following article will help you to find out: How to collect Video SDK log files 9   Wireshark captures on the VSG server & VRM server simultaneously. 10. As it is stated in the Release note, assigning multiple IP addresses to one ethernet interface is not supported   Check if there are multiple NICs in place on the VRM and the VSG. VRM & VSG do not support multiple NICs Another communication issue could be related to Firewall (a quick test could be disable it for a moment from VRM machine and Central Server which hosts the VSG) - Also check things like Windows Defender or another antivirus SW. The Firewall needs to be configured correctly to allow correct communication. As a best practice and to avoid misconfigurations, install VRM and VSG on the final network setup so the firewall could be properly configured and use only 1 active NIC ... View more

Overview: 1. Camera does not reach the Cloud Connector 2. Camera does not reach Remote Portal or Video Relay endpoint or the Certificate Revocation List (CRL) 3. User is assigned to multiple companies 4. Camera is already commissioned to a different cloud instance 5. Known issues with certain camera firmware versions 6. Known issues with camera date settings 7. A Technician cannot register a restricted camera which he is not allowed to access 8. Registering fails due to wrong user or password   Possible causes and solutions:   Bosch IP Cameras which get connected from the customer's site to Bosch Remote Portal use an outgoing connection over 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 dept might open the needed ports. The user might see messages like "Server connection failed. Make sure you are connected to the Internet." when he registers a camera to Bosch Remote Portal. Please follow below troubleshooting to get your camera successfully registered to Bosch Remote Portal.   Known issues on camera commissioning In most cases when registering a camera to Remote Portal 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 (e.g to Cloud VMS by its MAC address) Known camera firmware issues Known camera date issue Further… Please follow below troubleshooting step-by-step to get your camera successfully registered to Bosch Remote Portal.   1. Camera does not reach the Cloud Connector:   Error seen by user on camera: Camera not ready for cloud service. Behavior seen in Remote Portal: Camera does not appear in Remote Portal. Issue: Camera does not reach the Cloud Connector.   Solution:   1. In the camera website > Configuration or in Configuration Manager select Connectivity > Set Cloud-based services Operation mode to ON and click Set / Save. 2. Check firewall blocks for the following domains: Domain Port (TCP) Description dm201.cbs.boschsecurity.com 42000 Cloud Connector dm443.cbs.boschsecurity.com 42000 Cloud Connector   The Remote Portal connectivity should now display "Ready for cloud service" (the text might be different in certain firmware versions).   Troubleshooting:   For troubleshooting perform the following steps: 1. Please check if the camera is connected to the Internet and can reach the Cloud Connector. 2. In the local network open the IP camera's website, navigate to Configuration > Service > System Overview. 3. Verify the ‘Cloud state’:       Expected state: „Ready for cloud service”. 4. Follow below list to fix the error state: 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 'Operation' mode can be found on the IP camera's website > Configuration > Connectivity.   2. Camera does not reach Remote Portal or Video Relay endpoint or the Certificate Revocation List (CRL):   Precondition: The camera connects to the Cloud Connector (see Chapter 1). The status in Connectivity is "Ready for cloud service" (the text might be different in certain firmware versions). Error seen by user on camera: Server connection failed. Make sure you are connected to the Internet. Behavior seen in Remote Portal: Camera does not appear in Remote Portal. Issues:  Remote Portal or Video Relay endpoint are not reachable from camera The camera did not yet reach once the Certificate Revocation List (CRL) CRL from Escrypt is not reachable   Solution:   Check firewall blocks for the following domains: Domain Port (TCP) Description api.remote.boschsecurity.com 443 Remote Portal endpoint dm35.cbs.boschsecurity.com dm44.cbs.boschsecurity.com 42000 42000 Video Relay region Europe dm161.cbs.boschsecurity.com dm144.cbs.boschsecurity.com 42000 42000 Video Relay region North America dm261.cbs.boschsecurity.com 42000 Video Relay region Asia / Pacific http://36.mcg.escrypt.com/crl  80 Certificate Revocation List (CRL) Note: The CRL must be reachable at least once from the customer site to authenticate the camera.   Camera connectivity Ports used from the customer’s site to Bosch Security Cloud: Ports used from the clients to Bosch Security Cloud: Port 42000 TCP Port 443 TCP (HTTPS) Port 443 TCP (HTTPS) Port 42090 TCP Port 80 TCP (HTTP) CRL: http://36.mcg.escrypt.com/crl Port 42099 TCP Port 123 UDP (time server)       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. Source Destination (domain name) Destination (IP address) *) 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 Americas: dm161.cbs.boschsecurity.com:42000 dm144.cbs.boschsecurity.com:42000 Europe: dm35.cbs.boschsecurity.com:42000 dm44.cbs.boschsecurity.com:42000 Asia/Pacific: dm261.cbs.boschsecurity.com:42000 Americas: 34.199.175.212:42000 34.193.252.252:42000 Europe: 18.195.158.176:42000 18.157.239.139:42000 Asia/Pacific: 18.136.164.155:42000 Remote Portal (Video Relay) On-site cameras Americas: ntp-us.cbs.boschsecurity.com Europe: ntp-eu.cbs.boschsecurity.com Asia/Pacific: ntp-ap.cbs.boschsecurity.com   Time server to be used by Cloud VMS (legacy) On-site cameras Americas: dm161.cbs.boschsecurity.com:123 dm144.cbs.boschsecurity.com:123 Europe: dm35.cbs.boschsecurity.com:123 dm44.cbs.boschsecurity.com:123 Asia/Pacific: dm261.cbs.boschsecurity.com:123 Americas: 34.199.175.212:123 34.193.252.252:123 Europe: 18.195.158.176:4123 18.157.239.139:123 Asia/Pacific: 18.136.164.155:123 Time server to be used by Remote Portal (Video Relay) *) Note that public IP addresses might change, only domain names stay fix!   3. User is assigned to multiple companies   Precondition: The camera connects to the Cloud Connector (see Chapter 1). The status in Connectivity is "Ready for cloud service" (the text might be different in certain firmware versions). Error seen by user on camera: Server connection failed. Make sure you are connected to the Internet. Behavior seen in Remote Portal: Camera does not appear in Remote Portal. Issue / use case: The User is assigned to multiple companies.   Solution:   1. Check in Remote Portal if the user is assigned to multiple companies: > User Settings > My Companies. 2. User needs to set the Default Commissioning Company.   Configure the 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. Please follow below steps to configure your Default Commissioning Company: 1. Logon Bosch Remote Portal as Administrator or Technician 2. Click on your name top right and select User Settings   3. Select My companies card   4. Select the company to which you want to add devices   5. Click the  and then the  6. Confirm this company as default commissioning company by clicking Yes   7. The default commissioning company is marked with a blue boundary.   Note: Within next 12 hours your cameras get commissioned to this company.   4. Camera is already commissioned to a different cloud instance   Precondition: The camera connects to the Cloud Connector (see Chapter 1). The status in Connectivity is "Ready for cloud service" (the text might be different in certain firmware versions). Error seen by user on camera: Server connection failed. Make sure you are connected to the Internet. Behavior seen in Remote Portal: Camera does not appear in Remote Portal. Issue / use case: Camera is already commissioned to a different cloud instance (e.g. Cloud VMS by the camera's MAC address).   Solution:   1. In camera website > Configuration > General > User Management: Verify, if there is an user entry different from one of the Remote Portal's Video Relay endpoints: Type User name Cloud dm35.cbs.boschsecurity.com (Video Relay Europe) dm44.cbs.boschsecurity.com (Video Relay Europe) dm144.cbs.boschsecurity.com (Video Relay North America) dm161.cbs.boschsecurity.com (Video Relay North America) dm261.cbs.boschsecurity.com (Video Relay APR)     2. If there is a different Cloud user:  Delete the camera from the related cloud instance and register it to Remote Portal.   5. Known issues with certain camera firmware versions   Precondition: The camera connects to the Cloud Connector (see Chapter 1). The status in Connectivity is "Ready for cloud service" (the text might be different in certain firmware versions). Error seen by user on camera: Server connection failed. Make sure you are connected to the Internet. Behavior seen in Remote Portal: Camera does not appear in Remote Portal. Known Issues: Camera with firmware v.6.44.x or firmware v.6.60.0065 can not be commissioned to Remote Portal. Solution: Firmware version Solution 6.44.x Update the firmware to a later version 6.60.0065 Mitigation: Step 1: update to firmware 6.61 or later Step 2: if this does not fix the issue > replace the camera via Bosch Service   6. Known issues with camera date settings   Precondition: The Camera connects to the Cloud Connector (see Chapter 1). The status in Connectivity is "Ready for cloud service" (the text might be different in certain firmware versions). Error seen by user on camera: Server connection failed. Make sure you are connected to the Internet. Behavior seen in Remote Portal: Camera does not appear in Remote Portal. Issue: Date in camera is deviating more than 3 months from current date.   Solution:   1. Stop recording 2. Set correct camera date & time 3. Start recording.   7. A Technician cannot register a restricted camera which he is not allowed to access   Precondition: The camera connects to the Cloud Connector (see Chapter 1). The status in Connectivity is "Ready for cloud service" (the text might be different in certain firmware versions). Error seen by user on camera: Server connection failed. Make sure you are connected to the Internet. Behavior seen in Remote Portal: Camera changes to offline and stays offline. Use case: Camera already exists in Remote Portal > the user resets the camera > the user (Technician) registers the camera.   Solution:   If the camera is restricted and the Technician user is not allowed to access the camera or group, commissioning fails. Mitigation: Delete the camera from Remote Portal before registering, or Grant access for the Technician to this restricted device or group.   8. Registering fails due to wrong user or password   Precondition: The Camera connects to the Cloud Connector (see Chapter 1). The status in Connectivity is "Ready for cloud service" (the text might be different in certain firmware versions). Error seen by user on camera: Authentication failed. Make sure that password and e-mail address are correct. Behavior seen in Remote Portal: Camera is shown in previous state. Use case: Wrong credentials entered in camera "Connect to Bosch Remote Portal" dialog.   Solution:   To register the camera to Remote Portal, use the correct user and password.   Note: If above steps do not succeed to connect the IP camera to Bosch Remote Portal, please contact Tech Support.   Nice to know:  For a better understanding of using the Bosch Remote Portal, we encourage you to join our free online Training from Bosch Building Technologies Academy! ... View more

Out of the factory, DHCP is enabled in the Bosch IP cameras. Therefore the network settings get applied automatically in the camera from the router. Also the cloud connecting mechanism starts automatically for the first 8 hours after the camera is powered up. (not CPP14). In some customer's network DHCP needs to be disabled and IP addresses are set manually. Note: Not firmware specific. This ability is available for all cameras which can be commissioned to Remote Portal (f/w 6.40 and later) To be able to deploy such camera with DHCP disabled to Bosch Remote Portal, please perform the following steps.   Step-by-step guide   1. Configure network settings correctly   Perform these steps direct in the camera website or with Bosch Configuration Manager. 1. Navigate to Network> Network Access 2. Configure IP address Subnet Mask Gateway DNS Server address 3. Click Set   2. Enable cloud operation mode   1. Navigate to Connectivity > Cloud services 2. Set Cloud operation mode to On   3. Connect to Remote Portal   1. Navigate to Connectivity > Cloud services 2. Click Register button 3. Enter your Remote Portal's user name and password, then click Connect 4. The connectivity state shows Registered. Note: Be sure that you are a Remote Portal user which belongs to one (1) Company in Remote Portal only, or select the Default Commissioning Company. For troubleshooting please visit the article Troubleshooting Camera Connectivity & Bosch Remote Portal.   4. Verify the connection to Remote Portal’s Video Relay   1. Navigate to General > User management 2. Verify if the correct Cloud user is created: Type: Cloud user Region dm35.cbs.boschsecurity.com dm44.cbs.boschsecurity.com Europe dm144.cbs.boschsecurity.com dm161.cbs.boschsecurity.com America dm261.cbs.boschsecurity.com Asia Pacific   ... View more

Causes   One thing that can cause the Identity Server error is the "certificates" not being updated during the installation process. This error can happen on the server or the client.   Solution   For a possible resolution to the issue, follow the steps below: On the AMS server navigate to C:\Program Files (x86)\Bosch Sicherheitssysteme\Access Management System\Certificates folder. Right click on the AccessCertificateTool.exe and select "run as administrator".  The following should come up:   Click in the output folder section and another window should come up with "save as" option. Leave everything default and select the save option: Next select the "Generate" option. When it is completed you should see a screen similar to the one below. Select restart and then test visitor management on the server and/or the client again. ... View more

Question   What is the AMC power supply consumption?   Answer   Below is a image which gives an overview of the AMC power supply consumption requirements: Typical IClass readers consume .78VA average and slightly over 1VA at maximum. The ARD-FPBEW2-H2 Bio Reader has an average of 7.2 VA average and almost 8VA maximum. ... View more