Label: cctv - Building Automation Knowledge Base

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 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 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.

Issue What are the PIN locations for right and left control? Environment MPT24DT Pan/Tilt functions, PT270-24P, PT280-24P, PT570-24P, PT680-24P Cause Loss of manual for PIN layout Resolution On either a 14-PIN or a 9-PIN the following applies:                                                                                                                      PIN 1 is P/T common PIN 3 is Left control PIN 5 is Down control PIN 6 is Up control PIN 7 is Right control PIN 8 is Safety Ground                                                                                          NOTE: MPT24DT can also be used to control 120 VAC pan/tilt  and scanners when used with RB115 relay box                                                                               

Issue The telemetry input can be used to control the lamp and dim function from an external source. Environment WLEDL-150 Cause Remote Operation. Resolution By default, the telemetry inputs are wired together (CLOSED) for standard photocell controlled on/off operation. If required to be activated by an external source, connect as an appropriate volt-free or TTL input source using a dry contact. Volt free input/dry contact: TTL input Non polarity sensitive: Orange = TTL +, Purple = TTL (GND) 0V = Light on, 3V = Light off Short circuit = light on

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 Telnet Command Cause Possible blocked ports Resolution You can check if a port is open in your network by issuing the telnet command. If it is open, you will see a blank screen after issuing the command: telnet [domainname or ip] [port] where [domainname or ip] is the domain name or IP address of the server to which you are trying to connect [port] is the port number where the server is listening If the port is open, you will see a blank screen. This will mean that connection is successful. For example Telnet 192.168.0.20 9001 ( this port i know is closed the result was this)   telnet 192.168.0.20 9003 ( This port i know is open the result was)       For how to enable Telnet in Windows 7 please see Enable Telnet Client on a Windows 7 PC

Issue Windows Application logs may be requested by Technical Support to assist with a reported issue. Product Line All Product Lines Environment All Microsoft Windows Operating Systems Cause Unspecified cause. Resolution Press WINDOWS + R on keyboard of the Windows system that the report is to be from. The Windows key is usually located between the CTRL and ALT keys and has a picture of a flag on it. Type Eventvwr.exe and click OK Event Viewer will now start. Expand Windows Logs and then right click on Application. Click on Save All Events As... When prompted save the file as an *.evtx file to an accessible location. Email the *.evtx file to your support representative.

Issue How to identify what ports are being used on a PC Environment Any Windows OS Cause Running multiple applications  on the same PC  without managing TCP/UDP port assignments can lead to conflicts. Resolution TCPView will help you identify all ports and services to each application. Download from Microsoft's website http://technet.microsoft.com/en-us/sysinternals/bb897437.aspx Detailed instructions are available at the site.

Issue Telnet does not come enabled on Windows 7 PCs Product Line Andover Continuum, EcoStruxure Building Operation, Field Devices, Other, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Windows 7 OS Cause This feature does not come enabled in Windows 7. Resolution Click on the Start Icon and type Programs in the Search Window Click on Programs and Features Click on Turn Windows features on or off When the window becomes populated, check the box for Telnet Client   Click on Ok to apply change, exit Programs and Features window Type Telnet at the prompt and start your session

Issue How to enable Continuum site for use with Endura DVRs and cameras. Product Line Andover Continuum, Pelco Environment Continuum V1.91 and above Pelco Endura DVR See the Video Compatibility matrix for supported Pelco Endura products on the various Continuum versions, Cause Want to enable Continuum for use with Endura but unsure which security keys support the addition of the option and what the option provides. Resolution Why is this option required? The Endura -E option for Continuum security keys is required to be able to: Configure VideoServer objects in Continuum to use Endura DVRs. Use VideoAdministrator and VideoMonitor to configure and view Endura cameras. It is not required to be able to configure and view cameras from DigitalSentry DVR's or to view Endura cameras using VideoLayout objects that have already been configured. Which Workstations can have the option added? SU and LAN Cyberstation security keys can be enabled with the Endura -E option. This option cannot be added to the WEBC key for WebClient Servers. If configuring Endura cameras is required, a Cyberstation with the -E option must be used. WebClient browser users are able to use the VideoLayout to view DigitalSentry and Endura cameras. The Endura option is only available through the upgrade process through Repairs. There is no part number to specify to enable Endura at the time of ordering the security key. Once you have the serial number of the key, contact Repairs below. Email:  upgrades.continuum@schneider-electric.com How to tell if the option is enabled? If the system is operating normally (not in Demo Mode), open up a Video Server object. If the key is video enabled it should look like this: If it is not enabled, the Pelco Endura option is not available:

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 Endura DVR missing the Video in I/NET Seven Rev 2.41 Product Line Pelco, TAC INET Environment I/NET Seven rev 2.41 Endura DVR Cause The Endura Workstation software that comes with the DVR (by default) is set to "Multicast". If this has not been changed, then you DO NOT have to change the three I/Net files listed below. If the Endura Workstation software was changed from the default (Multicast) setting to a "Unicast" setting. Then you WILL have to change the three I/Net files listed below. What is the Pelco definition of “Multicast” mode? By default, Endura encoders and Pelco network IP cameras are default to stream live video in Multicast mode. A common symptom of multicast routing issue is where the date and time stamp can be seen on the workspace but the video is black. This symptom is commonly associated in a layer 3 routing network where appropriate multicast routing protocol has not been enabled globally or inside the VLAN. Resolution The resolution is to modify three files that are installed with I/NET Seven rev 2.41. These three files are located in this directory on the PC – C:\Program Files\INet Seven INetAMT.exe.config INetCfg.exe.config INetW.exe.config Note: If the above three files are not in the I/Net folder, then you have not delete the previous SDK driver. You must delete the previous driver thru the "Add and Remove" option in Control Panel. Once removed then go into the I/Net CD and select the "Support" folder and manually load the new SDK Driver. Then proceed with the rest of the process in this article. Use Notepad to open each one of these files one at a time and change this setting from the "default" of "False" to "True." After making all of the changes in the three file, shut down the I/NET and IO Server ICON. Restart the I/NET again, and the Video should show up in the I/NET program

Issue The Exchange Download Center contains all of the assets you once accessed through the Buildings Extranet are now available on a brand new platform. It's easy to search and fast to download. Stay tuned for more great features as we roll this into the all-new extranet solution for Buildings. We ask that you register for a new account on The Exchange.   Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Field Devices, Other, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Exchange Download Center Cause You can utilize the new Buildings web experience from The Exchange. Resolution Navigate to https://ecoxpert.se.com/ * Use a modern browser for the best experience: Google Chrome, Mozilla Firefox, Microsoft Edge, and Microsoft Internet Explorer version 8 or later. If you receive the following error in Internet Explorer despite using version 8 or later, the browser displays the page in Compatibility View. Click here for more information on Compatibility View and how to disable it. The Download Center will not function properly in Compatibility View.   On the header bar, you will see the option in the top right corner for “Login / Register.” Click it.   If you are already registered, enter your email address and password. If this is your first time registering, click the link for “New to the Download Center? Register here!”   Answer whether or not you are a Schneider Electric employee using the radio buttons. If you are a Schneider Electric employee, enter your SESA ID and your desired password for The Exchange. Click to accept Schneider Electric’s Terms and Conditions and hit “Create Account.” * The first time you register, you must be connected to the Schneider Electric network or connected via VPN. This is only required at registration. All future logins can be done externally. If you are not a Schneider Electric employee, enter your first name, last name, company name, location, business email address, and desired password for The Exchange. * It is important to use your business email address if you are a licensed partner. Your email address is used to automatically validate your Partner status and assign the correct permissions to your user profile.   An email is sent to your designated inbox with a link to click through and validate your email address. Once this is done, your login is created, and you are ready to start using the Download Center. * If an error is displayed when trying to validate your authentication code, please try to log in. This happens when an email address has already been verified and oftentimes does not indicate an error with the registration.   Once logged in, you can search and download assets available to your user profile. If you attempt to download a file that you do not have access to, you will be given a chance to report if this is in error. Your username, email, and the asset you are trying to access are recorded. Please enter a message if any further description is required and hit “Submit.” A member of our team will get back to you promptly with a resolution. Web Site Support For any issue regarding The Exchange Download Center, please contact us at exchangesupport@schneider-electric.com.

Issue The Pelco Endura system with cameras at a location and integrating with the TAC I/NET Seven system. 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.