About Central_Support

Supermicro SuperDoctor® 5 (SD5) monitors the hardware health or availability of the target node systems in data centers real-time and provide alerts to administrators. The software cand be downloaded from the link below: https://www.supermicro.com/SwDownload/SwSelect_Free.aspx?cat=SD5   System Requirements Hardware: Supermicro servers 200 MB free disk space 64 MB available RAM An Ethernet network interface card Operating Systems: Red Hat Enterprise Linux Server 5.x (64-bit), 6.x (64-bit), 7.x (64-bit) SUSE Linux Enterprise 11.x (64-bit), 12.x (64-bit) Windows Server 2008 R2 64-bit Windows Server 2012 R2 64-bit Windows Server 2016 64-bit Windows Server 2019 64-bit   Please follow the steps below and learn how you can collect the Support Data of DIP 6000 R2/ 7000 R2 with SuperDoctor 5 (SD5) software.   Step-by-step guide   1.Login to Super Doctor Start SuperDoctor from Desktop If it does not open the Login window, please click on this button and wait Login into the Webpage with (default) User ADMIN and password ADMIN Which is the SuperDoctor 5 password for Divar IP 7000 AIO? 2. Check the status of (defect) Hardware In SuperDoctor Check the Status from the Hardware you want/need to check, for example PSU and make a screenshot for Bosch Technical Support 3. Please note that the SSD Raid is NOT recognized from SuperDoctor and therefore is always faulty. For SSD check, there is the Intel Rapid Storage Tool 4. Generate the following logs from the “Report” tab: a. System Information b. Event Log ... View more

Network Docent scans and visualizes the network environment and is giving simple insight into all devices and cable connections of a network based system. This Software can help you to identify network errors and find quick solutions to fix them. You even can extract an Network snapshot which is an important log file for the Technical Support. But there are also limitation of docent for example it can only scan devices in the same sub net and it can not catch up with fast intermittent contact. If you need more information how to operate this software please have a look at Network Docent manual: https://licensing.boschsecurity.com/OMNEO/OMNEO/Docent_manual.pdf In the next view step it will be explained how to create and extract these snapshots. 1) Open or install the Network Docent Open Network Docent Install Network Docent 2) Run the Network Docent 3) Export the Network snapshot   Step-by-step guide   1) Open or install Network Docent   The DICENTIS will install this Network Docent automatically if not unselected. If you want to update an existing version you first have to uninstall the current version and reboot your PC between. With the link below you will find the current Software to perform the testing. https://licensing.boschsecurity.com/software   Open Network Docent Open the search (Windows key + S key) type Network Docent.   Multiple paths to open the program are possible. C:\Program Files\Bosch\OMNEO\Network Docent   If you want to check which version you are using click on the following. The newest version should be used to get the best test results. (It is also possible to see this shortly during the startup of the program.)   Install the Network Docent Go to this page and download the Software: https://licensing.boschsecurity.com/software   Start the program and follow the instructions.   2) Run the Network Docent   Please note you can only scan in one sub net. If you have different VLANs with multiple sub nets you can only scan within one VLAN where the Docent is placed. Also you are limited to 50 network infrastructure devices (for example switch) and another 450 end points. (max 500 devices) In the following example 4 separate scans must be done to check each branch of the DICENTIS system and they cannot displayed as whole in one. Future software improvements to solve that is in planing. Click on "Scanning Offline" and the program will scan the network. This will take some minutes depending on the size.   3) Export the Network snapshot   Click on the left upper corner to get in the menu and next on "Export file". (or you press Ctrl + E) Now select one file were you want to export the Snapshot in. Than rename the file or keep the old naming and press on "Export". You can copy it from the file and send it via mail to the technical support. ... View more

This article helps you to solve the situation where the "No Config" error message appears when you try to authenticate in Operator Client.   This error can be persistent, no matter what central server you attempt to login to and no matter what user account or credentials you are trying to use. This means that you have a corrupt cache .dat file on your system. Follow the steps below if you attempt to login into BVMS Operator Client and encounter the message: "Please enter your credentials... No config..."   Step-by-step guide   First, check on the workstation if windows firewall is enabled for the Domain profile. If so, please add the Operator Client to the exception list. This issue may be caused by a network anomaly or interruption during the Log In process: It can be easily fixed by deleting the corrupt file.   Navigate to: Computer > Windows (C:) > ProgramData -> Bosch -> VMS -> CommonOpClientSettings and delete the "proxycache.dat" file Note: It must be noted that the program folder may be a hidden folder. To see this folder: 1. Click on the Organize > Change folder and search options 2. From the "Folder Options" pop-up menu >  select the View tab > select "Show hidden files, folders, and drives" Once the corrupted file has been deleted, the "No config..." message should disappear and the Operator Client will run without issues. ... View more

   NEW! Find attached the French version of this article!   Question   What information is required for password reset of Bosch IP camera, SW and HW decoders?   Answer   If you forgot the password of your Bosch IP camera/ SW/ HW decoder 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.   ⚠️ The Authorization Letter is mandatory in order to proceed with the password reset. The Authorization Letter is available for download via the following article: Where to find the Authorization Letter for Password reset of Bosch Video Products and Software?   Please follow the steps below and find out how you can reset the password and what information is needed: 1. First, you need to 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 ⚠️ Please note that this challenge code is valid only for 1 hour!   Info: Another way to find the challenge code is by accessing the following URL:  http://<IP_address>/rcp.xml?command=0x013f&type=P_STRING&num=1&direction=READ    3. Please send the password challenge code in plain text via e-mail to the Central Support Team. 4. Additionally, you need to provide them with the following information of your device: model number MAC Address Firmware version Serial Number You can also provide them with a picture of the label of the unit. ⚠️ Be aware that in exceptional cases, you may be required to send them an invoice of your unit or other proof of ownership   Nice to know: How should the PUK code be used for password reset of Bosch IP camera, SW and HW decoders? ... View more

Question   What the “Storage state failure” alarm message means in Operator Client?   Answer   A video surveillance system uses two different types of communication:   Control traffic is used for sending controls and events between two components of the system. This includes, for example, system events ("storage state failure") and security events ("IVA alarm 1 triggered"), but also pan-tilt zoom controls. Media traffic contains the actual video. This is mainly used for live viewing and recording.   Some events, for example the "storage state failure" does not seem to impact the system's capability to record, but it does indicate that the specific camera is struggling to continuously record. To ensure a stable and reliable system, it is highly recommended to investigate all events that are enabled by default. A sign-off on the system's delivery should only be done without any active system events.   The "storage state failure" alarm doesn't always mean a recording error unless there is a gap at the time of the error for that camera that reported it. It is an error of the iSCSI protocol; it means that when the camera releases the connection for a certain block it has not received a response back from the iSCSI target in a certain time.   Good to know: The Central Technical Support Team would suggest you verifying the physical connection between the camera and the storage. If you have multiple cameras in the system and this happens on all cameras, we suggest checking to see if the server has any network issues. Please check the windows system event logs to see if issues with the network connection appear. When contacting the Central Technical Support team, please ensure first that you have prepared the following: cameras maintenance log files (How to collect logs from your Bosch IP Camera or Encoder?) VRM logs retrieved from the VRM monitor as shown in picture below (1) please set the date and time so that all relevant info gets exported. (How to collect VRM logs with VRM (v3.82/ v3.83/ v4.00)?) together with the block info of the cameras (picture point 2 and 3)   ... View more