About Central_Support

Question   What is the maximum firmware version supported by cameras depending on the BVMS version?   Answer   BVMS v8, v9, v10, v10.0.1, v10.1 BVMS v11.0 BVMS v11.1.1 BVMS v12.0  BVMS v12.0.1   A possible situation can occur when you have, for example, one DIP 3000 with BVMS 8.0 and CPP7.3 cameras. The cameras are not working because the firmware is old. The behavior that might arise could be: Configuration Client will display a message like: "unknown platform" Gaps in recordings or not recording at all VCA settings cannot be changed Logs warning: "2020-11-22 04:49:29.339;cameraId=10.13.22.98\0\1;Sender;Error;This device has an abnormal high storage consumption. To protect other recordings, storage allocation is reduced. But this may result in recording gaps for this device"   Please check below the limits of the camera firmware version, depending on the CPP and BVMS used, based on the following compatibility list: BVMS v8, v9, v10, v10.0.1, v10.1: ✅ The table below lists the firmware versions which were used in the BVMS 11.0 system test: *This information is also available in the BVMS 11.0 Release Note   ✅ The table below lists the firmware versions which were used in the BVMS 11.1.1 system test: *This information is also available in the BVMS 11.1.1 Release Note   ✅ The table below lists the firmware versions which were used in the BVMS 12.0 system test: *This information is also available in the BVMS 12.0 Release Note   ✅The table below lists the firmware versions which were used in the BVMS 12.0.1 system test:   *This information is also available in the BVMS 12.0.1 Release Note   Recommendations: Best practice is to keep the cameras to the highest recommended FW version. The latest FW versions have security and functionality improvements. For additional information, please see also BVMS - Device compatibility. Here you can find all the public firmwares which are available online: https://downloadstore.boschsecurity.com/index.php   Note: The BVMS release notes lists the firmware versions which are used in the system tests. These firmware versions are fully compatible with the released version. New Bosch IP devices or firmware will be supported by up to two years old software clients, based on the release date of the firmware and the BVMS version. When a support case is raised, and the difference between the BVMS release and firmware release is larger than 2 years, the technical support team will require the system to be upgraded to the recommended firmware and/or BVMS version before further troubleshooting is offered. In order to connect CPP13 cameras to BVMS 9.0, 10.0, and 10.0.1, the system needs to patched with the Inteox camera patch. This is available from the end of Q3-2020. ... View more

Symptoms   If one of DIVARs IP 5000 AIO is selected on a user profile, the Operator Client opens the site and works fine. One message is displayed when two or more DIVARs are added into the same Enterprise system.   Diagnosis   The second DIVAR IP 5000 AIO was added as usual in the Enterprise system but the connection to it via the Operator Client is not possible. The following message is displayed: "Server of configuration database is already in the server list. Remove either the server that is twice in the list or make sure that the configuration database is not cloned between servers." If you already have a DIP 5000 AIO into your Enterprise system and you want to add additional units but you receive the above message, you can solve this by using the steps below.   Solution    NEW update   BVMS ≥ v11.0   A solution was implemented in BVMS v.11.0 : Configuration Client - System - Activation manager:   Please note that: This does not require a change for the Activate button to become active. What is required is enabling the Generate new Management Server ID  checkbox and activating the working copy of the configuration. Any favorite views created before this step will need to be recreated, as the user data is dependent on the the ServerID   ___________________________________________________________________________________________________________________ v10.0.1 < BVMS < v.11.0   ⚠️ With reference to the Bosch Building Technologies Software Service and Support definitions, please take into consideration that the BVMS v10.1 is in limited support mode on 24-Mar-2021 and will be end of life on 21-Aug-2025. ⚠️ Starting with BVMS 10.0.1 version, the serverID is not changed upon export. On import, though, the serverID is changed to the one of the current/ running Elements.bvms file. Thus, if the Elements.bvms file is not removed before the import, the serverID will be the same as before. From the error displayed on login it looks like the 2 new servers share the same BVMS ID. In order to change the ID of the BVMS you can do the following on one of the new systems. Pick either server and then perform the following: Log into Configuration Client of the DIP 5000 AIO Export the current configuration and save it anywhere (Configuration Client > go to "System" > select "Export Configuration..." option) => resulting into a BVMS.zip The .zip configuration file should look like the following: Stop the Bosch VMS Central Server service Open folder C:\ProgramData\Bosch\VMS Delete/ Rename the Elements.bvms file Restart the Bosch VMS Central Server service Log into the BVMS Configuration Client (user name Admin, no password) Set the same password for the Admin user as the one for the exported configuration (important!) Go back in Configuration Client and use the import function (go to "System" > select "Import Configuration..." option).  After this step the Configuration Client will restart. Select the .zip file exported and click "Open" Enter the credentials and click the "OK" button Log into the BVMS Configuration Client with the new password Activate the imported configuration. At this point the configuration client will restart one more time, after which you can log into the BVMS Configuration Client again.   ... View more

Symptoms   How to detect in an easy and convenient way if the camera suffers from a failing shutter mechanism which can result in white or ghost images?   Diagnosis   Below instruction helps you to: Identify if the camera possibly suffers from a random failing shutter which uses the FFC (Flat Field Correction) instead of waiting for the FFC taking place approx every ~10min, you can now fire it on command. As well instructs you what to collect for the Technical support department in order to allow an RMA (Return Material Authorization)    Solution   To Control the shutter and execute the FFC-command on demand in a convenient and controlled way, you can use for example one of the below 2 methods: MIC IP fusion 9000i : Sent AUXON-467 to Execute a Flat-field correction Sent CGI command via the web browser:          MIC IP fusion 9000i : http://ipaddress/rcp.xml?command=0x09A5&type=P_OCTET&direction=WRITE&num=1&payload=0x800004050C030127020003          DINION IP thermal 8000 : http://ipaddress/rcp.xml?command=0x09A5&type=P_OCTET&direction=WRITE&num=1&payload=0x0004050580 For service request please continue as follow and obtain: 1. Activate before reproduction: Date and Time stamp + Milliseconds On Screen Display > AUX-ON 60 Coordinates > AUX-ON 95 Create a new preset and set the Optical view to the same zoom factor as the thermal view, so both images showing the same FoV (Field Of View) Below commands can help you to quick align the optical with the thermal view Match HFoV-zoom of MIC9k visible to thermal 320 (QVGA) http://ipaddress/rcp.xml?command=0x09A5&type=P_OCTET&direction=WRITE&num=1&payload=0x80000601150307BC Match HFoV-zoom of MIC9k visible to thermal 640 (VGA) http://ipaddress/rcp.xml?command=0x09A5&type=P_OCTET&direction=WRITE&num=1&payload=0x80000601150309C0 Match VFoV-zoom of MIC9k visible to thermal 320 (QVGA) http://ipaddress/rcp.xml?command=0x09A5&type=P_OCTET&direction=WRITE&num=1&payload=0x80000601150305C0 Match VFoV-zoom of MIC9k visible to thermal 640 (VGA) http://ipaddress/rcp.xml?command=0x09A5&type=P_OCTET&direction=WRITE&num=1&payload=0x8000060115030758 2. How to reproduce Record the fault reproduction: Preferred recording method to use screen-recording and set optical and thermal image side-by-side This way support can see the exact steps that are taken for the reproduction,  as-well judge the thermal deviation in contrast to the optical view. Note: In case the scene is sensitive due to security policy you can also zoom-in (optical only) and point camera elsewhere like sky or ground. Preferable the scene should contain thermal contrast.   Alternative footage options are: When ActiveX is installed the Internet Explorer live page also has a record button When using BVC (Bosch Video Client) the live page also has a record button. Any other type of footage is also good Make short video clips of ~1min of each failing camera containing approx 4 x FFC (move the Camera and wait 15 seconds between each FFC). A successful FFC can be recognized by the blue square that short appears in the corner. Reproduction steps: Call the new created preset Use one of the 2 methods to fire FFC > briefly a blue square is displayed in the corner indicating the FFC takes place Move camera a bit Fire FFC again In case of a shutter failure you potentially could now see ghosting effect or an overexposed image Provide to the Technical support team from each failing camera 1 min of video with 4x FFC (fire every 15sec) Camera maintenance log Type of power used for the camera Screenshot of the camera Overview page Used firmware, preferable the test took place with latest camera firmware How many Thermal cameras does the customer has, provide overview of installed base including serial numbers How many are failing, provide serial numbers   After following the above troubleshooting steps, an RMA is required. Some situations can occur, if the unit is installed in locations that are difficult or expensive to swap.  Examples would be: traffic areas that require lane closures remote locations that require many days or weeks to arrange required access (getting lifts on site) or if the downtime is causing operational costs (requiring a guard on site until system is repaired) ... View more

The purpose of this article is to assist you with the creation of mirrored drive sets in a DIVAR IP all-in-one 5000 Recording Appliance.   This procedure should be performed on new appliances that have not yet been deployed. ⚠️ Before performing this procedure you must aware of the following: • Performing this procedure on a commissioned system will result in none specific video loss • Re-imaging the appliance after performing this procedure will result in loss of all data and mirrored sets • Mirroring must be performed in “Disk Management” and not with the chipset provided in the hardware • Creating mirrored sets will result in a performance loss of 20% • All mirrored drives will be converted to “Dynamic Disks” during the mirror creation process • This process can be performed on a two or four drive units   Prior to Starting Prior to starting it is important to understand the basic disk configuration of the DIVAR IP all-in-one 5000 appliance: • The appliance performs JBOD disk management (Just a Bunch Of Disks), so there is no redundancy • The appliance ships with four identical drives. In this document: o Disk 1, Disk 2, Disk 3 and Disk 4 are factory installed 8TB drives o The appliance was reimaged to factory defaults prior to performing this procedure • The existing four data partitions will be deleted and used as mirror targets (Disk 1+Disk 2 and Disk 3+Disk 4)   Step-by-step guide    1. Existing VHDs need to be removed from the system so they do not cause erroneous error messages after the mirroring process. This can be done using the Server Manager dialogue shown below. Note: make sure to select “Delete the iSCSI virtual disk file from the disk”   2. Delete data volumes on the drives that will act as mirror targets (Data2 and Data4 in this case): open “Disk Management” icon Right click the volume, which is labeled “Data 4” and select “Delete Volume” Confirm deletion of the volume Repeat this process for the remaining data volumes (on Disk 2 in this case) Note: make sure no partition the system drive is deleted (System, Images, RECOVERY or OS) 3. Create mirrored sets Right Click the Data volume and select the “Add Mirror….” Menu option The add mirror pop-up menu will appear o Select the Disk 2 o If the device is equipped with disks of different sizes, mirror set should be made with drives of the same physical size You will receive a “Disk Management” warning that the drives involved will be converted from basic to dynamic disks Select “Yes” Apply the same steps to Disk 4 as a mirror drive for the Data3 partition   4. Go back to the Server Manager and create multiple virtual disk files with a fixed file size of maximum 2000GB. Repeat this process until no space is left anymore on the mirrored data volumes. 5. Add the storage to the VRM system and format the LUNs ... View more

Question   How to move the Bosch PTZ camera to a specific pre-position during inactivity? Answer   This can be done via alarm task scripting. The “inactivity” algorithm below will move the camera to Pre-position 99 in the Alarm Task scripting. In this way, you can use the Pre-position 1 for other surveillance purpose.   Point to take note when using the script. 1) The PTZ camera will move to Pre-position 99 after boot up. 2) The PTZ camera will move to Pre-position 99 after 60 seconds of inactivity. Note : Using PTZ camera Web GUI, it is not possible to select other Pre-position except for Pre-position 1 Inactivity setting on PTZ camera need to be switch off Pre-position 99 need to be created on the camera Web GUI before applying the script   Explanation: E.g. for 2 minutes inactivity at local time 13:00:00: Camera becomes inactive. Counter starts at 13:00:00 1 minute and 30 seconds pass without any alarms or camera movement. Camera does not move to pre-position 99 as the full 120 seconds of inactivity have hot passed yet. At 13:01:30 IVA takes over. At 13:02:01 camera becomes inactive again, and counter restarts. No alarms or operations for 2 minutes (120 seconds). At 13:04:01 camera moves to pre-position 99 as dictated by the script.   Alarm Task Script: // Description : // 1) The PTZ camera will move to Pre-position 99 after boot up. // 2) The PTZ camera will move to Pre-position 99 after 60 seconds of inactivity. // Note : Inactivity setting on PTZ camera need to be switch off // Note : Pre-position 99 need to be created on the camera Web GUI before applying the script // 60 seconds timer for inactivity. // Change the value in monostable1 if longer time is required eg 1200 = 2mins. // (60 seconds x 10 = 600) OperationMode monostable1 :={High(600)}; //---------------------------------------------------------------------------------------------- // Do not modify the codes after this line //---------------------------------------------------------------------------------------------- RcpCommand ptzMotorRequest:={Command("rcp.xml?command=0x09A5&type=P_OCTET&direction=WRITE&num=1&payload=0x85000601e0030002") IP("127.0.0.1")}; //PTZ motor request MessageCheck motorStop:={Message("rcp.xml?message=0x09a5") Payload("0x000601e1700000") IP("127.0.0.1")}; // no motors are running MessageCheck motorRunning:={Message("rcp.xml?message=0x09a5") Payload("0x000601e1700001") IP("127.0.0.1")}; // motors are running MessageCheck position_reached:={Message("rcp.xml?message=0x09a5") Payload("0x000601307000630002") IP("127.0.0.1")}; // camera is in Pre-position 99 ControlCode goto_shot:={Operation(Shot)Number(99)Name("Show Pre-position 99")}; // Execute Pre-position 99 //if(true) then ptzMotorRequest; // Subscribe to Bicom PTZMotorRequest; OperationMode monostable2 :={High(10)}; // Dummy timer OperationMode boot_timer:={Low(50)High(300)}; // Bootup timer checker OperationMode msgchk:={Low(1)High(9)}; // Timer to check for Bicom messages every second TempState(1):=msgchk; if(TempState(1)) then motorStop,motorRunning,position_reached; TempState(2) := monostable1; TempState(9) := boot_timer; if(TempState(9)) then TempState(10):= true else TempState(10):= false; // logic for bootup if(!TempState(9) && TempState(10)) then ptzMotorRequest, goto_shot, TempState(9):= Stop(boot_timer); // logic for bootup if(IsActivated(position_reached)) then TempState(2):=Stop(monostable2),TempState(2):=true,TempState(3):=true; // logic for inactivity if(IsActivated(motorRunning)) then TempState(2):=Stop(monostable2),TempState(2):=true,TempState(3):=true else TempState(2):=monostable1; // logic for inactivity if(IsActivated(motorStop)&& !TempState(2)) then TempState(2):=true, TempState(3):=true; // logic for inactivity if( TempState(3) && !TempState(2) ) then TempState(3):=false, goto_shot; // logic for inactivity   Create Pre-position 99:   1. Go to Configuration > Camera > Pre-positions and Tours > Pan, tilt and zoom the image you desire and click on the + button for adding the new pre-position 2. Select 99 from the drop-down list, near Number and fill in the pre-position name 3. Inactivity option must be disabled. Go to "PTZ settings" and make sure that the Inactivity is set to Off   Add the script:   1. Select Configuration > Alarm > Alarm Task Editor > paste the script inside of the box and click on the Set button 2. Go to the Live view, move the camera in other position and wait for 60 seconds.  The PTZ camera will move to the pre-position 99 during its inactivity: ... View more