About Central_Support

Question   What to do if there is timeline in playback, but cameo is black in Operator Client for AXIS camera? System overview: AXIS P7304: Firmware upgraded to 11.7.61 VSG 8.1.4.1 BVMS 11.1.1.65   Answer   It was noticed that after the Encoder Firmware upgrade to v.11.7.61, the stream defaults to h265 from h264 and this causes the black screen. Therefore, perform an update in the BVMS setting to pull h265 and the recording should start to show up in the playback cameo from BVMS Operator Client. ... View more

Question   Does DIVAR 5000 Network and Hybrid support KBD-UXF?   Answer   The KDB-UXF protocol is not implemented in the DIVAR Hybrid/ Network.  Therefore, the DIVAR 5000 network or Hybrid do not support KBD-UXF. However, the KBD-DIGITAL is still a current product and can be used. ... View more

Question   Where can I find the HDD compatibility list for DIVAR AN 3000 and DIVAR AN 5000?   Answer   The HDD compatibility list for DIVAR AN 3000 and DIVAR AN 5000 in the Operations Manual, page 166 or below: The following HDDs have been tested on the DIVAR when connected to the SATA port and to the e-SATA port (only on DIVAR 5000 family): * The top five models are available from Bosch Security Systems as DVR-XSxx0-A Storage Expansion Kits (see listed order numbers). ⚠️ Please be aware that the WD30PURX-64P6ZYO disk is not compatible with DIVAR AN 3000 and DIVAR AN 5000. Keep in mind to always check the HDD compatibility list before changing it. ... View more

Question   Why cameras in different networks & connected to Remote Portal are ‘not reachable’ in Video Security Client?   Answer   On the Video Security Client (VSC) that has the local cameras, you will not be able to see the cameras from the other network and connected through Remote Portal. The same behavior is seen in reverse on the VSC running on the other network. When you connect to a Remote Portal site, the VSC will check first if there is local access to the cameras available. If there is, the VSC will default to that automatically.   This works as designed: cameras divided in 2 networks, N1 and N2 all cameras are in Remote Portal log in with Remote Portal account in VSC if VSC is in N1, only cameras from N1 have live view, no connection to cameras from N2 if VSC is in some 3rd network, then cameras from both N1 and N2 are visible   This is to save the unnecessary internet costs - in many countries, the pay is per MB used. This behavior might occur due to the network config (Local Routers/IPS routing) not allowing needed data to pass through.   This behavior is mentioned in the release notes and as a workaround you can separate the cameras into different groups. For example, if you have cameras in 2 different locations, it would be actually better to separate the cameras in 2 groups. But please be informed that by doing so, you will not be allowed to view them all together. Or you can try a different work around: where on the devices that are connected to the local network, you block the cameras IP addresses in windows defender firewall so that VSC thinks all cameras come from networks outside of the local network. ... View more

Question   What does mean the ‘Status 11’ displayed on Bosch MIC camera?   Answer   ‘Status 11’ means that the wiper is blocked and cannot move freely or cannot move at all. Please check if the wiper is working properly and can move freely. After that, reboot the MIC and check if the wiper does 5 wipes when starting up. If not, then factory default the camera and check if after this the 5 wipes are done. Other possible solutions: Remove any obvious materials that are obstructing operation of the wiper. If the obstruction is from ice buildup, review the diagnostic log of the camera for errors related to operation of the window defroster. (MIC 9000i only) If possible, tilt the camera so that the front faceplate is pointed straight up. (In this position, heat generated by the camera will help to melt ice buildup from its front faceplate area.) If the obstruction is from extreme ice buildup, temporarily avoid operating the wiper until internal heaters, combined with a rise in ambient temperature, melt the ice buildup.   If there is no positive reaction by following the above, please provide the Central Technical Support team with the camera’s logs and its Serial Number.    Nice to know: How to collect logs from your Bosch IP Camera or Encoder? FAQ: CGI commands to enable/ disable the wiper of MIC 7100i, 7000i, fusion 9000i ... View more