About Central_Support

Question   Why is the BVMS SMA validity displayed as expired in the License Manager, the SMA being still valid? For example, according to the Remote Portal Assurance PRO is valid until 05.09.2025:   While on the local software, the License Manager it is showing to be expired on 08.11.2022:   Answer   This mismatch of the SMA expiration date could occur due to the license being initially activated on an HW ID on an older version of BVMS. Afterwards the BVMS was upgraded to a higher version and the license was activated on the fingerprint. Therefore, the SMA has not been extended in Remote Portal after the upgrade of BVMS. For the SMA expiration date to be displayed correctly, please download again the activation files from Remote Portal, remove the licenses from the server, upload the newly downloaded activation files to the server and check if the issue persists.   To remove the licenses from the server: Stop the services Sentinel RMS License Manager and BVMS Central Server. Locate the file C:\ProgramData\Bosch\VMS\LicFiles\lservrc and delete it. Restart the Sentinel RMS License Manager and BVMS Central Server services. Load the activation files in Config Client   ... View more

Possible causes and solution(s)   Symptoms   When integrating Intelligent Insights with a self-signed certificate, the BVMS operator client always shows an error message when opening a widget in the BVMS operator client image pane.   Solution   In order to solve this issue, install the self-signed certificate in the trusted root certificate store of the local machine. Intelligent Insights Certificate handling 1.0.2 (azureedge.net)   If you need to create a new certificate, follow the below steps: In the certificate dialog of IGI click on create new certificate. pay attention to the common name The common name (CN) is the computer or server name associated with your TLS/SSL certificate. For example:  MyComputer.  For instance, https://example.com the common name should be example.com. In this example screenshot it would be XXX.30.11.101 pay attention to the validity time   Save the certificate   Install the certificate on the Operator Client PC in the Trusted Root Certification Authorities section:    Restart you Operator Client and your widget should work   Nice to know: Are there any restrictions on using Intelligent Insights widgets in BVMS Op Client on a DIP AIO? How to add Intelligent Insights widgets to BVMS?  Intelligent Insights Certificate handling 1.0.2 ... View more

Question   What information is required for password reset of BVMS — Bosch Video Management System?   Answer   If you forgot the password of your BVMS — Bosch Video Management System and you want to reset its password, the Central Technical Support Team can help you. Before requesting a password reset, please note that you need to provide some important information to the Central Technical Support Team to get help from them.   First, refer to the following article: Where to find the Authorization Letter for Password reset of Bosch Video Products and Software? In addition to the Authorization Letter explained above, please provide the Central Technical Support Team with the following: Elements file from the system - Default location: C:\ProgramData\Bosch\VMS Version of the software, including build number   ... View more

Question   What information is required for password reset of Bosch IP recorders (DIVAR IP - VRM)?   Answer   If you forgot the password of your Bosch IP recorder and you want to reset its password, the Central Technical Support Team can help you. Before requesting a password reset for your IP recorder, please note that you need to provide some important information to the Central Technical Support Team to get help from them.  Note If you want to reset the password for Windows, it cannot be done, and recovery is necessary!   First, refer to the following article: Where to find the Authorization Letter for Password reset of Bosch Video Products and Software?   DIVAR-IP 2000 EZ & DIVAR-IP 5000 & AIO IP recorders: In addition to the Authorization Letter explained above, please provide the Central Technical Support Team with the following: 1. Open a web browser page and type the following: http://<IPADDRESS>/masterpwd.htm Where <IPADDRESS> is the address of your device. Example: http://192.168.1.10/masterpwd.htm 2. This will generate a password challenge code of 32 characters 3. Please send the password challenge code in plain text via e-mail to the Central Technical Support Team. Note: Be aware that in exceptional cases, you may be required to send them an invoice of your unit or other proof of ownership 4. Once you have the PUK code (512 characters) received from the Central Technical Support team, copy-paste it into the Response Code box from the password reset link of your device and click on the “Send” button. After this all passwords will be cleared, and no passwords will be set. (the device will indicate no password set)   DIVAR-IP 3000 & 7000: In addition to the Authorization Letter explained above, please provide the Central Technical Support Team with the following: Elements file from the system - Default location: C:\ProgramData\Bosch\VMS Version of the software, including build number   DIVAR-IP 2000 & 6000: In addition to the Authorization Letter explained above, please provide the Central Technical Support Team with the following: For VRM versions below 3.20: VRM configuration file "config.xml" Default Location for Primary VRM — C:\Programe Files (x86)\Bosch\Video Recording Manager\VRM Server\Primary Default Location for Secondary VRM — C:\Programe Files (x86)\Bosch\Video Recording Manager\VRM Server\Secondary For VRM versions => 3.20, please follow the procedure for DIVAR-IP 2000 EZ & DIVAR-IP 5000 & AIO IP recorders above. ... View more

Question   How should the PUK code be used for password reset of Bosch IP camera, SW and HW decoders?   Answer   Once you followed the procedure from this article What information is required for password reset of Bosch IP camera, SW and HW decoders?   Please proceed with the steps below: 1. Copy-paste the PUK code received from the Central Support team into the Response Code box from the password reset link of the device and click on the “Send” button   Note: If the camera has the firmware version ≥ 6.51, please keep in mind that the password will be changed to “service” for the “service” user. One pop-up message will be displayed with this information:   2. After clicking the “OK” button, you will be redirected to the Sign-in page. Here you should insert the “service” password for the “service” user:   3. After clicking the “Sign in” button you will be allowed to set the new password of your device. Click on the pen icon, near “service” username:   4. Enter the new password and click on the “Set” button. Please make sure that the new password meets the conditions described below:   IMPORTANT NOTE: Starting with firmware 6.51.0026, clearing passwords was changed to only reset service user level password The process is the same as above, but instead of clearing all passwords, only the password for username “service” will be reset and the new password will be: service ... View more