Issue Checking if a port is open Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Field Devices, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment TCP/IP Communication Command Prompt Telnet Command Cause Suspect certain network ports are blocked and need to verify Resolution It is possible to check if a port is open in a network by issuing the Telnet command. Note:- Telnet operates using the TCP protocol. UDP connectivity cannot be tested using Telnet. If a port is open, a blank screen will be seen after issuing the command: telnet [domainname or ip] [port] where [domainname or ip] is the domain name or IP address of the server being checked [port] is the port number the server application is listening on For example: telnet 192.168.0.20 9001 (to a closed port would display a connect failed message)   telnet 192.168.0.20 9003 (to an open port would display a blank screen)   To  exit  the Telnet session, type  Ctrl + ]  and then type "quit".   For how to enable Telnet in Windows 7 please see Enable Telnet Client on a Windows 7 PC

Issue A newly installed program does not run and could be using a port on the host computer that's already assigned to another running program or service.  How can current port usage on the host computer be determined quickly? Product Line EcoStruxure Building Operation, EcoStruxure Building Expert, Satchwell MicroNet, Satchwell BAS & Sigma, TAC INET, TAC I/A Series, TAC Vista, Andover Continuum, CCTV, Field Devices Environment Microsoft Windows Cause A port conflict is suspected. Resolution Open a command prompt and type: netstat -a -n -p tcp -b This command will display all services running, protocol used, local and foreign address, state, and program name.   netstat -p tcp -ano This command will display all services running, protocol used, local and foreign address, state and PID (process identifier). Use Task Manager to match the PID to the program using the port. netstat -p tcp -ano | findstr :80 If a specific port number is necessary, this command will interrogate the system for the program currently using that port number:

Issue An error is received 'Error connecting to server' while testing a Digital Sentry DVR connection with Cyberstation 1.90 or 1.91. Product Line Andover Continuum Environment Continuum 1.90 Continuum 1.91 Windows XP Windows Vista Windows 7 Windows Server 2003 Windows Server 2008 Cause The DS Connex version of newer Digital Sentry DVRs are not compatible with Continuum 1.90 or 1.91 Resolution The DSConnex version of newer Digital Sentry DVRs are not compatible with Continuum 1.90 or 1.91 unless the following hotfix is applied. Click here to download the hotfix

Issue Digital Sentry and Endura VMS systems have specific cameras and firmware that are supported by the Continuum Integration Product Line Andover Continuum Environment Continuum Digital Sentry Endura 2.0 Cause In the past the video compatibility matrix was very specific about what vms firmware versions and cameras were tested and supported by Continuum. As of 2.02 and above, Continuum is relying on Pelco's testing of specific cameras with either Digital Sentry or Endura and this article lists those specific links. Only the Digital Sentry link was in the 2.02 Video Compatibility Matrix. Resolution Video Matrix for 2.02 - Download Here Pelco cameras supported by Digital Sentry v7.15 : http://partnerfirst.pelco.com/content/digital-sentry#sthash.ZkEtYiZd.w16va5xk.dpbs Pelco cameras supported by Endura 2.0: http://partnerfirst.pelco.com/content/endura#sthash.ii8IYPqC.dpbs Pelco support indicates that the camera compatibility lists are for specific models, not for a certain series of camera. i.e. IME22 doesn't mean the IME22x is supported.

Issue The Pelco Endura system with cameras at a location and integrating with the TAC I/NET Seven system. Product Line TAC INET Environment Check the system requirements for the version of TAC I/NET Seven and Pelco Endura  Cause Configuration requirements of the Pelco Endura and TAC I/NET Seven are specific for the functionality in I/NET. Resolution Once your Pelco Endura system is configured and the Workstation has discovered all the devices and the System Manager is online with the cameras correctly configured, there are four basic requirements to connect TAC I/NET. Cameras have to have a unique friendly name other than default. Cameras have to have a unique camera number. Netframework 3.5 has to be installed. Windows Media Player 11 has to be installed.   If using I/NET Seven Release 2.40a then the following applies: Once INET and the requirements above are installed the Endura Install can be run. The installer for these files is located on the INET CD in the folder: Support\EnduraSDK. Note: Endura video does NOT work on Windows Vista or Windows 7.   If using I/NET Seven Release 2.40 or above: Dual NIC support is now available. For Endura, 100GB NIC and Router are suggested. 1 for I/O Server, 1  for video   Equipment used: NSMS200 Pelco Endura Network System Manager & Network Video Manager SM5000 Pelco Endura System Manager WS5070 Pelco Endura Workstation with Advanced Management Software WS5000 Pelco Endura Work Station Software package NET5301T Pelco Endura Video Encoder Spectra IV Pelco Camera Visit Pelco.com for more information. Click here to view an extended compatibility matrix for Endura and I/NET.

Issue When integrating a Integral DVR system Vista crashes Video does not work in Vista CCTV video loss in Vista Product Line Pelco, TAC Vista Environment Vista 5.1.3 Vista Integral DVR SDK v6.6.1.57 Integral DVR SDK v7.0.8 Cause Vista uses the same SDK as Controlpoint uses for an Integral DVR system, this mainly means that Vista SDK needs to be at the same versions as Controlpoint's SDK. A good example of this would be that Vista 5.1.3 use SDK v6.6.1.57 and Integral Digital sentry 7 use a newer version of SDK that is not compatible with SDK v6.6.1.57, a integration of this system then causes Vista to crash. An integration with Vista 5.1.3 would need Integral Digital Sentry 4.1/4.2. Please reference Vista Video Compatibility for more information. Vista 5.1.5 has SDK 7.0.8.0 and it appears that HD support was not included prior to SDK7.0.24.0 Resolution Make sure you have the correct version of Integral Digital version versus Vista version.     5.1.5 5.1.4 5.1.3 5.1.2 5.1.1 5.1.0 5.0.3 5.0.2 5.0.1 5.0.0   Integral Digital Sentry 4.1/4.2 X X X X X X           Integral Digital Sentry 7 X X    

Issue Need help with programming Need help to make graphic Installation questions Forum Environment BMS Security Video Cause A great way of getting help with various application programming and graphic making is to spread knowledge between all the great technician out there. A forum exist for this and people worldwide that works with SE Solution share their knowledge here. Resolution Please enter the forum by the link below. http://community.se.com/welcome

Issue DVR incorporated with I/NET Seven and Pelco Integral or Digital Sentry Product Line Pelco, TAC INET Environment I/Net Seven Pelco Integral or Digital Sentry DVR CCTV Cause Send back a Integral DVR and it comes back as a Digital Sentry or confusion revisions of I/NET Seven and Pelco Integral of Digital Sentry Resolution This chart to clarifies which versions of I/NET Seven are compatible with which Pelco DVRs: For the latest products (after 2.31 revision) please visit Software and Firmware compatibility matrix for older versions of the traditional product lines which has the most recent Pelco compatibility.

Issue Video integrations with Cyberstation want to bring in Pelco based alarms Product Line Andover Continuum, Pelco Environment Pelco DVR/SRV and encoders Continuum Windows XP Windows 7 Windows Server 2003 Windows Server 2008 Cause Pelco devices have alarm abilities, but not all can be brought into Continuum Resolution Offline and motion alarms can be brought into Continuum. Any other Pelco hardware related alarms (i.e. dry contact or alarm inputs) cannot be brought into Continuum. See Video Monitor is not popping up video on alarm for troubleshooting motion or offline alarms.

Issue Video of DigitalSentry system can't be seen in I/NET. Alarm of Endura system, for example Motion Detection or Video Server Offline can't be shown in AMT. Product Line Pelco, TAC INET Environment I/NET 2.41 Cause The possible cause is that when installing SarixSDK of I/NET 2.41, there will be an error: Error 1904. Module C:\Program Files\Pelco\Common Files\IntegralPelco4600 dll fail to register. HRESULT-2147220473. Resolution The possible resolution is to uninstall the SarixSDK, delete the Pelco folder in Program Files folder and reinstall the SarixSDK. The error should disappear during the installation. And then video and alarm should be able to appear in I/NET. For more issue about video that can't be seen in I/NET, refer to Video in Endura/Digital Sentry System Can't be Shown in I/NET.

Issue Cameras have learned in successfully but live video shows as black or the Video Administrator shows the preview as black. Product Line Andover Continuum, Pelco Environment Continuum Endura Windows XP Windows Vista Windows Server 2003 Windows Server 2008 Cause Live video is showing black because of a configuration issue. Resolution There can be a number of reasons why live video is showing as black in Continuum. Here are some steps to correct or troubleshoot this: Time between devices is not synced. Verify that the controller(InfinintySystemVariable Date), Cyberstation(DateTime Date), and the Endura system(SM) time are all synced. Video Driver or Card. To allow for Sarix cameras in 1.92 changes were made that could cause a standard VGA driver to not display video. Update the standard driver or change the video card. (Test with a different PC which uses a different card) Multicast traffic. Check that the switches on the LAN are broadcasting traffic using multicast. Run the Sherlock utility which is a free codec utility to determine the codec on the Cyberstation and send the results to Product Support. It can be found at the following web site: http://www.free-codecs.com/Sherlock_The_Codec_Detective_download.htm Ensure that the cameras were renamed from the default name in Endura (defaults to camera, but it's actually a null). Ensure that each camera has its own unique non-zero input/channel number. Both of these two items can cause the Continuum camera learn to not be successful and cause issue when trying to access video. Video.log files. Configure the video.log files per How to create a log file for troubleshooting video integration issues in Continuum. Send these files to Product Support for analysis.

Issue General use of the Wireshark program. Product Line Access Expert, Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Ethernet Networks Cause General Information on using WireShark. Resolution Wireshark is an Ethernet packet analysis programme, Which can be downloaded from: Latest version available from Wireshark Locally stored version 1.0.9 Installing Wireshark If necessary, unzip the WireShark executable file to a suitable location on the PC/Laptop you wish the programme to be installed on. Run the executable file and follow the on-screen instructions. Rules for capturing LAN traffic using Wireshark: Do not use a switch or router to connect the LAN capture PC to the network as these will filter important network activity that you will need to see. You will want to capture everything that is passing over the network at the point of concern. Usually, this means tapping into the ethernet at the Controller or controllers, that is having an issue. midBit-Technologies-LLC-10-100 is an example of a device that can be used to easily tap into the network to take the capture. The monitoring PC must see all traffic from the controller's point of view. The monitoring PC can be connected in either two ways: Connected to the network at the controller The customers IT department can mirror all the network traffic from the controllers port to another port the PC can be connected to. If connected to the network at the controllers, the connection must be made through a true ethernet hub. A hub will not selectively filter important network traffic as a switch or a router will do. More information on what a "true ethernet hub" can be found at http://wiki.wireshark.org/HubReference There are however some switches that feature port mirroring, please see How to Configure a NETGEAR Prosafe Plus Switch for Mirroring. If connected to a mirrored port, the port must mirror 100% of the network traffic to and from the controller. No filtering should be done. Once a complete capture file has been obtained it can be filtered after the fact using WireShark or EtherReal. Using Wireshark Run WireShark Start a trace by choosing the "Capture" menu and then select "Interfaces" Choose the appropriate interface. Generally, this can be identified by its IP Address, but if not, then the packets increasing are an indication. Press the "Start" button. The trace will start and will be similar to the following screenshot. After an appropriate time, the trace can be stopped by selecting "Capture" menu and "Stop" To save the capture file, choose "File" menu and "Save As".

Issue Windows System Information may be requested by Technical Support to assist with a reported issue. Product Line All Product Lines Environment Microsoft Windows Operating System Cause Unspecified cause. Resolution Press WINDOWS + R on the keyboard of the Windows system that you wish to obtain the report from. The Windows key is usually located between the CTRL and ALT keys and has a picture of a flag on it. Type Msinfo32.exe and click OK The System Information tool will start. Click on File > Sav When prompted, save the *.nfo file to an accessible location. Email the *.nfo file to your support representative.    Note: This application can also be accessed from Start, All Programs, Accessories, System Tools, and System Information. Using this method will open the System Information for XP and Windows 7, 32 and 64-bit computers. Refer to: Description of Microsoft System Information (Msinfo32.exe) Tool

Issue Need to capture steps taken to reproduce a problem or a solution Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Field Devices, OTHER, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Windows 7 Windows 10 Windows Server 2008, 2012, 2016 Cause A series of screen captures will help to demonstrate the steps needed to reproduce a problem or a solution. You can use this tool to capture the steps you take as a problem occurs and send the output to someone so they can see a screenshot of each step. Resolution In Windows click on the Start menu button  Type "PSR" Windows 7 Windows 7 Windows 10, 2012, 2016 Windows 10, 2012, 2016 Open the Problem Steps Recorder Windows 7 Windows 7 Windows 10. 2012, 2016 Windows 10. 2012, 2016 Click Start Perform the desired tasks Click Stop Choose a location to save the file output The .zip file will contain a .mht file which can be opened in a web browser The screenshots will appear in order  This will be followed by a detailed output of keystrokes and mouse movements. For additional information please refer to Microsoft webpage on this topic: Record steps to reproduce a problem 

Issue My computer has USB ports, but it does not have serial or com ports. Can I use USB ports? Environment For I/NET, Host computer that either Direct Connects (cable 072) or you need to connect to a controller such as a 7798C (cable 082) Continuum, Vista, Sigma, I/A Series, Pelco, DVR, DS, Com Port, Com, PTZ Control, Serial Port, Comm, Comm Port Cause USB to Com has issues downloading or communicating with system. Resolution The generic drivers which came with your USB to Com adapter do not allow two-way communication.  Prolific driver often helps resolve this issue. Download driver HERE or for the latest driver use link below: http://www.prolific.com.tw/US/CustomerLogin.aspx    you will need to logon as GUEST  

Issue An error has occurred, please try the operation again later when opening a Digital Sentry video layout on a browser PC using Webclient 1.91 Environment Digital Sentry 4.3 or 7.x Webclient 1.91 Windows XP Windows Vista Windows Server 2003 Cause There are 2 updated hotfix files necessary for video display in a browser with 1.91. Resolution Click the link below and follow the instructions for installing the DSConneX_VideoPatch contained in the file Click here to download the file

Issue The purpose of this verification checklist is to provide documentation to the Project Manager that the Site Engineer has confirmed the Continuum Security configuration. Basic Settings Access Events Reporting Alarm Event Notification and Alarm Enrollments Door Alarms Other Alarms Time Sync Video including Pelco Digital Sentry IP Camera System Administrative Tasks Other Tasks Basic Checklist Access Events Reporting Checklist Alarm Event Notification and Alarm Enrollments Checklist Door Alarm Checklist Other Alarm Checklist Time Sync Checklist Video Checklist Administrative Tasks Checklist Other Tasks Checklist Environment Continuum with Security enabled Pelco Digital Sentry IP Camera System Cause Beneficial checklist for Verification of security site settings. Resolution Please find the attached pdf document which will walk you through the Continuum Security Checklist. The first section provides step by step instructions for novice users. The second section is the actual checklist where each task should be initialed by the Site Engineer, and the whole document signed by the Site Engineer and the Project Manager. To print the Checklist section of this procedure, start printing on page 21 of the attached checklist. Please find the attached pdf document which will guide you through a Pelco Digital Sentry IP Camera System Quick-Setup

Issue How to setup a Pelco DVR in Security Expert. Product Line Pelco, Security Expert Environment Security Expert Pelco DVR Endura DVR Cause Unsure what the Service Port and DVR port settings are and how to configure the rest of the settings for a DVR object in Security Expert. Resolution When configuring your DVR in Security Expert you use the Custom DVR Type, all the preset DVR types are for legacy systems. In earlier builds of the software Video Services were integrated directly, these are now being run as separate services. When you install the Video Service you specify a Service Port – it can be any unused port whatsoever, the default is usually fine – take note of this port number. Once installed you need to manually start the service. In Security Expert you set the DVR Type to "Custom", set the IP Address, and then the Service Port same as above – the DVR Port is configured from the DVR software/Web interface, usually their documentation will cover this. Then just add the Username and Password used to login to the DVR. (See image below which shows the relevant settings highlighted in red.) If you make any changes to the DVR settings you will need to restart the Video Service and the Security Expert DVR B service for them to take effect. In Security Expert add DVR objects by going to Monitoring > Setup > DVRS IP Address: IP of the DVR. DVR Port: Defined in the DVR software/Web interface. The default for the more recent Pelco DVRs is 60001, and the older models is 18772 (consult your specific DVR documentation for details). Service Port: Port configured during installation of Pelco Video Service. (This field appears when DVR Type is changed to Custom) DVR Type: Select Custom. Username / Password: Credentials for the DVR. Check the latest information at partnerfirst.pelco.com

Issue Unable to use a Feature of Power Monitoring Expert due to license limitation.    Environment Power Manager Power Monitoring Expert Cause Open the PME Management console Select Help>About You should see the active License Modules as shown below. You may or may not also see additional features that are part of the 90 day trial.   Resolution Contact your sales representative to purchase the additional licenses

Issue Continuum video integration using Pelco Endura. When video alarm comes in, Video Monitor starts up as expected and video is recorded for the specified amount of time but the recorded video does not automatically play back as expected. Product Line Andover Continuum, Pelco Environment Cyberstation Pelco Endura Cause The NVRs configuration for recorded video type has been changed from its default of continuous recording which is what the Continuum-Endura integration supports. You should ensure that your Pelco Endura system is set to continually record. While it is possible to change the recording type, continuous recording is the recommended setting from Pelco. As a result, when an alarm or event occurs, it is "marked" on the Endura system at the time of the event based on the recording time and duration. Such events are then visible from the Endura client as a marked event with details included in the comment for that mark. Resolution SOLUTION #1 If a specific recording type such as motion or schedule has been configured remove it to go back to the default continuous recording type. NOTE: As continuous video recording will utilize more storage capacity, one option for reducing the amount of storage used by all the video is to enable Pelco EnduraStor. SOLUTION #2 The other option is to leave the configuration as is and manually start playing back the recorded video by double clicking the video event. In the screen shot above, double clicking the PSS_Test_AV1 video alarm will cause the recorded video to start playing back.