About Central_Support

Possible causes and solution(s)   Symptoms   In large parts of the zoom range the camera simply does not focus, this is the same for manual PTZ and pre-sets.   Solution   Please proceed with following steps: Update the camera to latest Firmware Power cycle the camera Factory default it -> check behavior, if still poor focus, then: Connect camera directly to a computer in an isolated network (to avoid that a possible connected VMS pushes a config to the camera) Perform a hard reset using the reset button on the camera, see instructions from the manual: Steps to complete a hardware reset for all camera models Apply power to the camera. Find the IP address of the camera. Log on to the camera using the web browser. (Note: You can use Configuration Manager to identify the IP address.) Find the hardware reset button on the camera. (Refer to the figure below to find the reset button for your camera model.) Push and hold the reset button for more than 8 seconds. The red LED indicator on the PCBA board will come on to show that the hardware reset started. Note: You can also use a conductive wire to short the terminal block. Let the camera complete a self-check. When the self-check completes, the red LED will go Find the IP address again. Access the camera using the web browser. Set the initial service-level password for the camera   7     ->check behavior, If there is still poor focus, then it seems this is HW related. The camera should be repaired/replaced via RMA in that case ... View more

At some point, the Central Technical Support team could ask you to provide them with a Configuration Manager table view export, for further investigation of your devices, such as a full overview of the installed cameras or with the cameras with a specific problem. This article will help you to learn how to do this export. Please ensure that CTN + SN + etc are all visible in the .xls table.   Step-by-step guide   1. Install latest version available on https://downloadstore.boschsecurity.com/index.php   2. Optional: To remove CM password and make camera access smoother, configure:   3. Ensure: a. All cameras of interest are added from ”Network scan” to “my devices” b. Service password is filled in c. Note: in case the cameras are not found by the ”Network scan” you can add them manually by right-click in the white area below last camera on the “my devices” page   4. Now Switch to table view:   5. Select for example the “Unit Access” tab (most used), but you can do this for every tab or create your own "custom view":   6. Press and hold the “shift” or “ctrl” to multi select all cameras of interest:   7. Once all cameras are selected + “unit access” page is selected, press export and save: ... View more

Possible causes and solution(s)   Symptoms   When logging into BVMS Operator Client, there is an alarm showing up: “System Error - Server alarm queue capacity reached”   Causes   The reason of the problem could be due to the active alarms in the Operator Client or too many client stations logged in the same time.   Solution   Recommendation: - login as admin user and close the old alarms - evaluate the current alarm rules to check if all alarms are necessary - turn off the unnecessary logging in the Operator Client Please take into consideration to organize or remove the unnecessary alarms, based on the limitations of the Management Server BVMS System design guide: number of alarms: 100 alarms/s on MS (Management Server) and on 10 alarms/s in alarm list of Client. Up to 1000 unprocessed alarms per MS. Refer to the Configuration Manual (starting with page 300) for more details related to the alarms page & events and alarms configuration. ... View more

Possible causes and solution(s)   Symptoms   BVMS v. 11.1.1 with several workstations After PTZ controlling a camera in one of the workstations there is a problem to gain the control in another workstation. The following failure message occurs:   Causes   You can lock the control of a PTZ camera for other users. A user with a higher priority can take over the control and lock the camera control. A timeout can be configured for this explicit PTZ locking. If you only take over the control without manually locking it before, the control is locked for the user with lower priority for 5 seconds. The users with lower priorities cannot use the PTZ control any longer. On their displays a corresponding message box is displayed. The locking ends automatically after a configured time period or when you log off.   Solution   Please refer to the Operation Manual (page 47) and see how to lock and unlock the control for a PTZ camera in BVMS 11.1.1: https://resources-boschsecurity-cdn.azureedge.net/public/documents/BVMS_11.1.1_Operation_Manual_enUS_92198505739.pdf ... View more

Possible causes and solution(s)   Symptoms   The alarms appear, the forensic search is working fine, but the yellow lines don’t appear on the recording line/ timeline.   Solution   Activate the Colored timeline from Operator Client. Please check in Operator Client in Extras > Options > Display and see if the checkbox from Colored timeline is enabled     ... View more