About Central_Support

Question   Why the Autodome 7000i INTEOX cannot connect to the S&ST Cloud services?   Answer   Most likely, when you tried to connect to the S&ST ecosystem, you missed one of the steps explained in this article: How to connect a Bosch INTEOX camera to S&ST using Configuration Manager?   If you are sure that you have followed correctly the steps from the article above, please collect from camera: Diagnostics logs Config file with log in credentials Event logs How to collect logs from your Bosch IP Camera/Encoder? Please check if the the following message is displayed in the logs: ✅ Tip "Not connecting (CC enabled: true; Network connection: true; MQTT client ready: true; NTP enabled: false)" → this indicates that you didn't turn on the NTP which is a prerequisite to connect to the cloud back-end  Please enable the timeserver and make sure the time of the camera is synchronized with a public time-server when connecting to the S&ST cloud.   Note: NTP synchronization is necessary if the camera is going to be claimed in the portal. Please refer also to the Help & Support page:  Claiming cameras ... View more

This article explains how to connect an INTEOX camera to the S&ST ecosystem using Configuration Manager (7.20 and later).   Step-by-step guide:   1.Before start   Check the download-store if there is a new firmware available for the INTEOX model Ensure that the DNS address is filled, for example 8.8.8.8 Ensure that a timeserver is configured   2. Register the camera to Bosch Remote Portal   Start Bosch Configuration Manager  Authenticate the camera(s) to be added to Bosch Remote Portal in Devices or My Devices tree (Right click > Set Session Authentication > enter service level user and password > click OK) Select Connectivity tab and Cloud services sub-tab In field Bosch Remote Portal switch Operation to On and click Save Only with a proper DNS set the camera will  be able to communicate with Bosch Remote Portal, wait till it says "Ready for cloud service" Click Register button Enter your user name and password of Bosch Remote Portal and click Connect > the cameras show ‘Registered’ and appear in your account in Remote Portal   3. Log in to Remote Portal and register the camera with the S7ST ecosystem   Once you have logged in to the Bosch Remote Portal using your credentials, on the camera's page, select the Installed Apps pane. Make sure the S&ST Connection is on before proceeding (eneable to ON by clicking on it), then click on Register Device to continue. Login to the Security and Safety Things Ecosystem with your credentials or register first if you don't have any yet You will see that the camera is now registered with S&ST ecosystem. Restart the MIC, "Remote portal" and "App Management" are now active and connected   Nice to know: For a better understanding of using the Bosch Remote Portal, S&ST ecosystem and INTEOX cameras, we encourage you to join our online Inteox product line introduction training from Bosch Building Technologies Academy! ... View more

Causes   DIVAR IP all-in-one 5000 (DIP-5244IG-4HD) without the video card: When accessing the Operator Client from the Kiosk mode, the camera streams displayed on the cameos show a view that does not match the view from Operator Client running from desktop (Under the BVRAdmin account) or Remote Desktop. The scaling seems to be off. Note: The DIVAR IP all-in-one 5000 (DIP-5244IG-4HD) is the model without the added video card. The production units of the DIP 5k AiO can run Operator Client locally on the DIP5k AIO without the higher end graphics card and display at least 4 1080p cameras @ 15fps as long as the I-frame distance was well over 30. The units without a graphic card (like DIP-5244IG-4HD) should not run the Operator Client locally; only remote viewing, with the Operator Client running on a Workstation or suitable PC, is recommended. Doing it any other way may produce inconsistent results, see attached pictures. ✓ You can run the Configuration Client from the Kiosk. ✓ If you logon to the desktop with the BVRAdmin account, you can run the Operator Client from the console (desktop) on the unit. On this unit this is only supported for diagnostics/ testing purposes. This falls under the same category as the Remote Access to the unit.                ✓ The Central GUI should be used for "configuration and operation management." It does not mention watching videos from the same GUI.                 ✓ You can attach a single monitor to the AiO, in order to run the Configuration Client from the Kiosk (Management purposes).   ⚠️ When using a remote workstation/ computer, to run the BVMS Operator Client remotely, the workstation / computer should meet the hardware and OS (Operating System) requirements for such use.  ◦ The hardware and OS (Operating System) requirements can be found in the datasheet of each version of BVMS Operator Client you use. Select the product family from the official Bosch Security and Safety Systems page, go to Downloads area and download the data sheet. ◦ Bosch strongly urges customers to use the driver versions mentioned in the following BVMS Release notes. This ensures that the software can perform its task reliably and the specified performance. On the units with Graphics Cards you can run both: Operator Client and Configuration Client from the Kiosk and get consistent results, without any changes. ◦ Please also refer to the following Datasheet for the Models with and without Graphic Cards.   Solution   The attached .zip file contains a script to check for the credentials to run the script and set the proper scaling on the desktop.   Installation Notes:   The script must be run with Administrator rights. Logging to the desktop with the BVRAdmin account to run the script, will require a reboot to go back to the Kiosk; as a result, there will be a short interruption on the recordings in the unit. If the unit is defaulted for any reason, the  script will have to be run again.   ... View more

Question   Why the Windows license key and System ID are the same on all my DIVAR IP 6000?   Answer   These units come pre-licensed from the factory and they have an OEM (Original Equipment Manufacturer) license activated. Please see more information about OEM on the Wikipedia link below:  https://en.wikipedia.org/wiki/Original_equipment_manufacturer According to its datasheet, all components relevant to the usage of DIVAR IP 6000 as storage array in a Bosch recording solution are pre-installed and preconfigured. Simply connect to the network and power the unit up — DIVAR IP 6000 is ready to begin recording straight out-of-the-box. ... View more

 Important Do I need a license for the remote live stream of my camera in Remote Portal (Remote Connect)?   Question   Why the "Customer" user from the Bosch Remote Portal can see only few cameras in Video Security App?   Answer   Let's suppose that the "Customer" user should see 3 cameras in the Video Security App. When logging to the App, he can see only 2 of them. Why? This is because the "Administrator" user didn't grant rights to the "Customer" user to see the 3rd camera.   In the following example, we have 3 levels of users: Administrator: @ro.bosch.com Customer:  @gmail.com Technician: @yahoo.com  The "Administrator" user needs to login into the Bosch Remote Portal and grant the rights to the "Customer" user. 1. Login as Administrator in https://remote.boschsecurity.com/login > Go to the "Users" tab and click on the Customer row: 2. You will see that only 2 cameras out of 3 have been assigned to the "Customer" user.  Click on the "Services" tab and select "Remote Connect" option:   3. Identify the camera that was not assigned to the "Customer" user and click on it. 4. Click on the "Add Customer" button and fill in the details of the "Customer" user > Save 5.  The message that "the <customer name user> was successfully assigned to the system" will be displayed. 6. Now, the "Customer" user must do a refresh in the Video Security App and he will see all 3 cameras. ... View more