About Central_Support

Possible causes and solution(s)   The system is described by: BVMS 9.0 running on a DIP 7000 R2 ( DIP-7184- 8HD ) Cameras have Firmware 06.50.0133   Causes   The system reports playback issues where black cameo from Operator Client is displayed when cameras called up for playback. Live view is working fine and recording timeline is being populated so system appears to be recording.  The timeline is present, but the recordings appear to be black for all cameras.   Solution   Reset the switch Have a look at the VRM logs and check if there are any network disconnections or if the time differs from VRM to camera. If so, please adjust the time (cameras should be in time sync with the VRM) and network settings → How to collect VRM logs with VRM (v3.82/ v3.83)?   How can you find if there are time sync issues in the logs? Check if there are lines in the VRM logs, similar with the ones below: 2020-11-03 13:29:01.765;deviceId=192.168.45.xxx\0;Sender;Error;Current local time of VRM (2020-11-03 13:29:01) and device (2020-11-03 21:27:43) differ. Please check. 2020-11-03 13:29:01.766;deviceId=192.168.45.xxx\0;Sender;Error;Current local time of VRM (2020-11-03 13:29:01) and device (2020-11-03 21:28:41) differ. Please check. 2020-11-03 13:29:01.767;deviceId=192.168.45.xxx\0;Sender;Error;Current local time of VRM (2020-11-03 13:29:01) and device (2020-11-03 21:28:49) differ. Please check.   Helpful: §  How to configure time services in a BVMS environment? §  Where can you configure NTP server for cameras/encoders in BVMS≥11?   3   If the points 1&2 are ok and the issue is still present, please check also if the recording stream settings are configured correctly. Please make the appropriate settings. See also chapter: 4.1 Recording settings (page 22) , chapter 17.3 Configuring stream quality settings and 17.5 Configuring recording settings (page 173-174) from BVMS 9.0 Configuration Manual If BVMS 10.1 see chapter 20.5. Configuring recording settings (only VRM and Local Storage) and 20.3 Configuring stream quality settings from BVMS 10.1. Configuration Manual If BVMS 12.0.1 see chapter 21 Configuring cameras and recording settings (page 278), chapter 21.3 Configuring stream quality settings (page 280) and 21.5 Configuring recording settings (only VRM and Local Storage) (page 283) from BVMS 12.0.1 Configuration Manual   If none of the steps above fixed the issue, please note that all information including exact times of tests performed MUST be collected and provided to Technical Support team in order to investigate this issue further. Please give an answer to each question below and provide all log files, information, and exports to the Technical Support Team: Are all of the problematic cameras configured with the same recording profile? Was time sync configured? When were the camera(s) installed initially? What is the camera i-frame distance configured for normal live view? What is the i-frame distance for the recorded stream? When the camera jumps back to the timeline from Operator Client, is video displayed? Can you manually select this portion of time, set the hairline and view same video manually at normal speed? What is the result of high speed playback if the VRM service is stopped? What is the result of playback using the VRM monitor page while logged in as the BVMS Admin user? If the you export video in native format, then load video, what is the result of playing it back in high speed? Has the oldest video of the problematic camera been deleted manually to ensure it does not exist? We will attempt to collect the following logs and results of testing: Testing: Enable VRM replay logging Enable VRM debug logging Choose a workstation for playback testing Ensure workstation time is synced exactly with the BVMS and VRM servers Close Operator Client on workstation Enable VSDK logging on the workstation being used for playback Attempt to playback the video on this workstation. Obtain the exact time and date of playback attempt Stop the VRM service Attempt to playback the video on the same workstation. Again obtain the exact time and date of playback attempt Close Operator Client Start the VRM service Disable VSDK logging Disable VRM debug logging Disable VRM replay logging   Logs and data: Native export of the latest video recording for at least 15mins of a problematic camera 15 min native export of the time that it jumps back to VMS config collection from the workstation used for testing Manual collection of the C:\VSDK\log folder - manually zip VMS config collection from the BVMS server VRM BVIP log collection on the VRM server BVIP log collector of maintenance log collection on the problematic camera used in the testing VRM eXporter wizard raw block export of problematic camera from most recent recording time that produces the issue. 15mins should be suffice VRM exporter wizard raw block export of problematic camera from time it jumped back to while replaying. 15mins should be suffice   Other Knowledge Base articles related to recording issues: VRM “random recording gaps” outside the protected minimum retention time period VRM Monitor page shows an error & Playback Cameo is always Black ... View more

Possible causes and solution(s)   Causes   Under sunlight conditions Dinion IP ultra 8000 MP may give an excessive blue contouring around white objects.   Solution   Try to change the scene mode to sodium lamp Also, a manual adjustment of the white balance could improve the picture. Enable the RGB-weighted white balance and reduce the B-weight. Changing the scene mode from fast movement to standard or sodium lamp has a massive impact of the picture quality. See picture below   Additionally, please  adjust the P-Iris setting towards priority closed to reduce the effect of Chromatic Aberration of the lens:    Latest Firmware version of DINION IP ultra 8000 MP:  Download Area > select Firmware > Cameras and Encoders > CPP6 > click Select   If none of the above has resolved the image quality, customers should provide the Central Technical Support team with the following: maintenance logs rtc image  Print Screens or screen capture videos of the symptom ... View more

Question   Can I use the extra relays on AEC reader boards as auxiliary relays?   Answer   Yes. Reader Board 1 has three spare relays (5, 6, 7) and each subsequent Reader Board has four spare relays (5, 6, 7, 8). Each board locally has relays 1-8, and as the Reader Boards are addressed, the relay numbers take on the Reader Board address scheme. Therefore, you could say locally each Reader Board has relays 1-8, but Reader Board 3 addresses its relays as 17-24.   Relays numbered 1-4 are predefined on each Reader Board for the output to Doors 1-4. Relay 8 on Reader Board 1 is predefined as the Common Alarm Output. This is designed for integration with an intrusion panel, such as the D9412GV2 via a supervised input. ... View more

Question   Can I control the MIC IP starlight 7000i camera by using LTC 5136 keyboard?   Answer   No, the LTC keyboard is conceived for analog systems, where you have a monitor and you add a keyboard for control and connect it directly to the camera. The LTC 5136 Series Controllers are designed for use with the Bosch AutoDome Series cameras. They can also be used to operate any of the conventional Allegiant® Series of Receiver/Drivers. If the communication takes place on the network between the recorder and the camera, you can use an Intuikey keyboard. So the Intuikey would be connected to the recorder and it would be the equivalent of a mouse, an accessory for the recorder, which send the commands to the recorder and the recorder send them to the camera. ... View more

Dinion IP starlight 6000 HD/ Dinion IP ultra 9000 MP is a fixed camera, not a PTZ camera. The camera is only capable of e-PTZ (Electronic Pan, Tilt and Zoom).   Step-by-step guide   To be able to activate the View Control panel for Electronic Pan, Tilt and Zoom, you need to set stream 2 encoder stream for Region of Interest (ROI). To set stream 2 encoder stream for Region of Interest (ROI), you will need to: go to the menu Configuration > Camera > Encoder Streams change the field Property of the stream 2 accordingly    Afterwards, you will have to go to the Live page and switch to Stream 2. This way, you will have access to the View Control panel for Electronic Pan, Tilt and Zoom. However, given that the camera only supports e-PTZ, you will need first to zoom in and only afterwards you will be able to pan and tilt.   ... View more