About Central_Support

Introduction   Device information, Service log and network captures   In this section you can find details on what information is required during the troubleshooting process to successfully identify a unit in terms of model number, firmware version and unique identifiers. What is also very important always for the troubleshooting is the DIVAR Service log. In addition to that, in some situations network captures from the DIVAR may also be required.   Device information   Model number Firmware version Serial number MAC addresses Network IP Detailed error description Is it about an error connection between DIVAR 2000 | DIVAR 3000 | DIVAR 5000 (Network/Hybrid) and Bosch Remote Portal? → Check the Operation Manual (7.2.2 DDNS chapter, page 42)   Service log   The service log format is: ServiceLog- yyyymmddTtime.zip. This log is password protected and it is designed to be analyzed only by BOSCH technical support.   There are two options that can be used to retrieve the DIVAR Service log: Via the local user interface of the DIVAR Insert a USB memory stick into the DIVAR Log in using the administrator account Access the main menu by right-clicking the mouse for the Quick menu, and select Main menu. Go to Export section Select the USB stick from the Selected device drop-down menu Press the Shift button on the front panel of the DIVAR, immediately followed by the   (arrow up) button  You will prompted with a pop-up dialog to save the service log. Select to save the service log onto the USB stick. The service log is saved in a password protected .zip archive onto the USB stick.   Via the web interface of the DIVAR Start your browser and make sure that you can reach the DIVAR by entering <IP-address> of the unit as URL. In address bar enter: http://<IP-adress>/cgi-bin/loadSvrfile/ServiceLog.zip Important: URL is key sensitive! A pop-up dialog will appear prompting you to enter the DIVAR credentials “The server <IP-address> is asking for your user name and password”. Enter the credentials for the administrator account. If the credentials are valid, the file download dialog will appear asking if you want to open or save the file. Choose a preferred location on the PC to store the file and save it there. The service log is saved in a password protected .zip archive in your location of choice.   Network captures on request   Network captures can be started locally on the recorder from the Info -> Network -> Test menu. One needs to connect USB stick and ensure that it is selected before starting the network capture)   System, network and HDD general information and health indicators   Such information can be found in the Info menu, of which you can provide relevant screenshots.   System     Alarm   View here the alarm status of your system: System alarms (No disk, Disk error, No space on disk, Network lost, IP conflict, Temperature too high, Other) Event alarms (Motion detection, Video loss, Camera input, NVR input). Use the scroll arrows to view all camera events   Health   View here the health status of your system: Temperature CPU load Memory usage Fan speed (only for DIVAR 3000 models) - values shown are Current, Average, Highest,Lowest)   Version   View here the status of your installed system: hardware features (device, channels, alarms in/out) software features system version of your currently installed firmware build date of the firmware web id serial number   Network     Online Users   Manage here the online users: Disconnect a user by selecting the user and press <Disconnect>. Block a user for a max disconnection time: Select the user Click Block time (default is 60 seconds) and select <Block > The system displays a list of the blocked users, and refreshes every five seconds to detect any newly added or deleted users. To unblock a user, select the user and choose <Unblock>   PoE usage   This info page shows a list of all cameras connected to the PoE slots, and the total amount of power they are using. Use the Block checkbox for a camera to prevent the camera drawing aPoE supply from that slot.   Load   See here a real time graphical display of the current load on the network for send and receive traffic. There are two network connections and the load can be seen for each network by selecting the relevant network interface. Test Choose here to do a network test as follows: Enter a Destination IP address. Click <Test>. Check the test result in the Test result field. Or choose to do a Network sniffer packet export as follows: Enter a Device name (click <Refresh> if the device is not shown). Enter an Address (click <Browse> to search for the correct path). Select LAN. When the correct sniffer packet is shown, click   to start the export   HDD   General This screen provides information on the current status of each HDD. After a system start, the system will first check for any HDD error. Earliest recording: shows the date and time of the oldest recording still available on HDD. Latest recording: shows the date and time of the latest recording on HDD. Recording status: shows if HDD can record or not. Raid status: shows if HDD is used in a Raid array. Using RAID severely reduces system performance (to maintain fluent playback, it is recommended to limit the number of playback channels (e.g. 1x or 4x playback). Total protected size: shows the total size of all protected recordings stored on the HDD (you can protect a recording using the Protect Playback function available on the Search/Play screen).The bottom half of the screen lists each HDD type, total size, and the free space remaining on the disk. Use the Health menu for more (Smart) information.   Health Scan Start a scan here to view the current status of all sectors on the HDD(s) installed in your unit. A graphical representation of the HDD segments is shown, plus a readout of the health status of each HDD. Start the scan as follows: Choose Quick or Full detect. Choose the HDD to be scanned. Press <Start>. Report After a scan is run on your HDD, use the Report tab to display a quick overview of the result. Any detected errors will be shown in the Error column (O means current HDD is normal; X means there is a disk error; – means there is no HDD; ? means disk is damaged). If more detailed information is needed, select the 'report icon' under the View column (here you can also select the S.M.A.R.T. tab - see below). To make a backup of the report: Insert a USB stick into an empty slot on the unit. Choose <Backup> to export the report to the USB stick. S.M.A.R.T. Choose here to display all of the Self-Monitoring, Analysis and Reporting Technology information that is automatically collected by the monitoring system included in hard disk drives (HDDs) and solid-state drives (SSDs). This system reports on various indicators of drive reliability, with the intent of enabling the anticipation of hardware failure.   Troubleshooting and information collection examples - Use cases   When connection issues in general are reported, please provide the following information: Device INFO Service logs Information about the network settings (for the external and internal network, as well as used ports - provide screenshots) and physical network connections/ network diagram Information about the viewing software used, which DIVAR network the software is connecting to (external or internal), behaviour in the software Behaviour of the DIVAR web interface DIVAR max bandwidth and connection configured (Settings -> Network -> Bandwidth) DIVAR performance indicators when the issue occurs (Info -> System -> Health) DIVAR number of online users when the issue occurs (Info -> Network -> Online users) DIVAR network load when the issue occurs (Info -> Network -> Load) DIVAR network capture when the issue occurs (Info -> Network -> Test) When connections issue related to the DIVAR Mobile Viewer app are reported, please check and provide the following in addition to the information needed for troubleshooting general connection issues: Mobile app version used Mobile device details, e.g. device model, Android/ iOS version etc Type of connection: from within the same LAN as the DIVAR or a different network/from the WAN (e.g a 4G connection)? Is the DIVAR still reachable via a PC browser from the same LAN/ from the WAN? Important to check the correct port forwarding for WAN connections. ... View more

An object moving or a low/ higher contrast scene can throw off the autofocus option, resulting in a soft focus or even not focus at all. Using manual focus is an obvious solution, but manual focus isn’t exactly easy to get sharp images. Manual focus requires a bit of know-how and some practice to get right. If you would like to improve the performance and get a sharp image, please see below how you can manually adjust the focus ring on a Dinion Thermal camera.   Step-by-step guide   Please make sure that your camera was calibrated correctly Do some tests with people moving in front and behind of the field or with other reference objects Please note that if you are not using 24VAC, the fan will not work properly and having no air flow inside the housing may cause heat build-up. which could affect the clarity of the image This Special (Focus adjustment guide) is available on the product catalogue too! ... View more

Possible causes and solution(s)   Causes   When in upright position the combo illuminators are already mounted, and afterwards the camera needs another position ( INVERTED ), please remove first the illuminators prior starting the procedure to change the ORIENTATION. If not, then you will get the next message: “Changing orientation is not possible because of the mounted illuminators”     Solution   Once the inverted position procedure is done, you can then mount back the illuminators. Be aware of the different location on the camera head to mount the illuminators because of the inverted position. Camera head provides two (2) connectors for installing the illuminators that depends of the way of mount. INVERTED position of the camera: the illuminators are located under the camera head, as in UPRIGHT position the illuminators are located above the camera head. (See pictures below): ... View more

Intro   The DetectDevices script was developed to give a fast feedback on connection problems or any other failure within the DICENTIS wired system. It will simulate a device and give out an advanced log file which can be used to track sporadic or normal connection problems. The technical support will provide this tool to get a deeper look into some issues if needed.   Step-by-step guide:   Install the IronPython   To run the scrip you need to install the IronPython on your DICENTIS server. Only 2.7 are working currently with our Dicentis software since it was programmed in this version so don't use 3.4 or else the program will not open up. Please go first to the webpage and install the open-source program. https://ironpython.net/ https://github.com/IronLanguages/ironpython2/releases/download/ipy-2.7.1012/IronPython-2.7.1012.msi Copy it to "C:\"  and install it on your server. Restart your server.   Install the DetectDevices   First copy the DetectDevices zip file to  "C:\" and extract it. It should look like this. Create a shortcut and cut this out and move this shortcut in the auto start. Type in in the file explorer "shell:startup" and past the shortcut into it. Please note to copy it to all Users which are supposed to us the Dicentis. C:\Users\admin\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup In this case we configured the auto start for admin and Administrator. Now every time the server is starting it will activate the logging of the d.bat script automatically. Now run the "d.bat" file as administrator and let the command window stay open all the time. Don't close it or it will save the log so far and stop the recording. Open the "DICENTIS Meeting application" , go to "Seats and devices" and if it is not added automatically please select the" DICENTIS-SERVER-PythonTestScript" and click on "Assign Device to Seat".  In higher DICENTIS Version >4.0 there will be an automatic assign to your seats. This unit is now added as virtual Seat so that it can record everything in the log file. Every time this sever is starting now (d.bat will activate) it will create a text file with all the logging data which are needed. If the error occurred you have to first close the d.bat to generate a new log file with the so fare collected data and reopen it again to continue with the recording. Please copy these files and send them to the Technical Support for analysis. Then you look at the running CMD program you can immediately see and follow up changes. So for example if you expect cable or connector issues you start start to wiggle the cables and devices and check if an package loos or disconnections are occurring.   ... View more

Intro   To send or receive a multicast Dante stream for example from different languages it will require some DCNM-LDANTE licenses but if you only need it for import and export audio signals the DCNM-LSYS includes already one channel (floor).Please note that on the DICENTIS Server is already running Dante Virtual Device and you can not install another virtual Dante device like Dante Virtual Sound Card.   Step-by-step guide:   Open the Dante Controller Select Device and Device View (Ctrl+D) Create a new multicast flow. For this add one channel maximum to a multicast flow. (Ctrl+M) In OMNEO is only one channel per flow allowed. Having more than one channel can lead to distortion!     Troubleshoot: Within Dante to make the audio settings with two Channels per Flows is no problem but in our OMNEO based Dicentis it is. So for example if you have set up left and right as two channels per one flow you will probably have good sound in your Dante system (speaker) but the Dicentis will sound distorted!If this is the case you should open the Dante Controller to check within Device View the Transmit. You can change channels flow in the Create Multicast Flow.Dante Certification Level 2: #4 Flows and Multicast (Flows are explained at 3:00)   Set your Routing! Your input output source for example could be a Microsoft Teams meeting or any other call. Set Recorder to (Int. Floor) in the Meeting application. LSP: Use this mode if you want audio output 2 of the Audio Powering Switch to transmit a signal that can be connected to an external public address system. The Audio Powering Switch sets, volume signal level and audio equalization. Audio input 2 signal of the Audio Powering Switch is added to the floor signal.   Recorder (Intfloor): This is the default audio I/O routing mode. Use this mode if you want audio output 2 of the Audio Powering Switch to a transmit signal that can be connected to an external audio recorder. The Audio Powering Switch has no effect on the volume level of the signal. Audio input 2 signal of the Audio Powering Switch is added to the floor signal.   Mix-Minus (Headroom setting possible) : Use the Mix-Minus mode to prevent acoustic feedback when two systems are connected, for example with a telephone coupler, via the audio input and audio output 2.   Insertion (Headroom setting possible) : Use this mode to enable audio output 2 and audio input 2 of the Audio Powering Switch to add signals from external audio devices.(e.g. An external audio mixer is connected between audio output 2 and audio input 2)   Unprocessed (Headroom setting possible) : Use the Unprocessed mode to receive / send the unprocessed audio (also referred to as dry signal) to input 2 and output 2 of the Audio Powering Switch You will need DCNM-LDante Licenses if you want to send more languages streams to other other channels. If you activate this language stream it will also switch form encrypted to non encrypted audio stream because Dante can not handle encryption streams. Source: Up to 100 languages can be received as Dante multicast streams. For each language a License for 1 Dante stream is required. The Dante Controller will show 100 Dante Receivers representing the up to 100 languages which are available in DICENTIS. The number of the language in the Dante Controller relates with the number (order) in the list of languages in the DICENTIS Meeting Application. Send to Dante Up to 100 languages can be sent as Dante multicast streams. For each language a License for 1 Dante stream is required. The Dante Controller will show 100 Transmitters representing the up to 100 languages which are available in DICENTIS. The number of the language in the Dante Controller relates with the number (order) in the list of languages in the DICENTIS Meeting Application. Please note that the green check marks will only occur in the Dante Controller when a signal is transmitting for example from the IDesk in language2.   A Dante Gateway is only needed if additional requirements are demanded for example: Audio in the conference system must stay encrypted Conference system shall be connected to a redundant Dante network Isolation (clear split) between the conference system(s) and Dante device / network Audio distribution between multiple meeting rooms equipped with DICENTIS Unicast Dante streams needed if external Dante equipment is not capable to handle the multicast flows Dante Domain manager to be used for complete Network Management of Dante Systems   Additional:   Discover the benefits and use of the DANTE Gateway in DICENTIS     DICENTIS Room coupling   ... View more