NetBotz 755 Camera Feed not showing after Firmware Upgrade

[Mr.T]

Hi All,

I have upgraded a NetBotz 755 Firmware from v5.3.5 to v5.4.1 sequentially as recommended however after getting to v5.4.1, I cannot no longer see any Camera Feed on the NetBotz.

I unscrewed the Camera Pod to reset it, restarted the NetBotz and also power cycled the NetBotz but the issue is still the same.

I also noted that the Camera Pod is no longer showing the start-up red lights as the NetBotz restarts.

Any ideas to resolve this?

Thank you in advance!

[Mr.T · Accepted solution]

Hi All,

If anyone faces this similar problem I managed to solve it by detaching the Camera Pod 165 from the NetBotz and pressed the Reset button for 20 seconds then deleted the Camera on the NetBotz via the Web UI and restarted the NetBotz via the Web UI. Lastly I powered off the NetBotz and re-attached the Camera Pod 165 and then Powered up the NetBotz.

Regards,

Mr. T

[APC_Steve]

Hi @Mr.T ,

I've not seen any NetBotz update affect the POE output of the NetBotz. If the camera isn't powering on, that would be the only cause on the NetBotz itself.

The update also does not affect the camera firmware so I wouldn't expect anything on the camera itself failing to power on.

Since you've already unmounted the camera, I would suggest doing so again and this time, try connecting it to a POE switch. Does the camera power on by itself If so, there may have been some kind of hardware issue on the bot or a connection issues but again, I've not seen that caused by a firmware update. If the camera won't power on by itself on a POE switch, there could be a hardware failure in the camera itself.

If the camera works on a POE switch, perhaps you can try connecting the camera to the private LAN port on the under side of the bot. This will at least show if the POE output of the camera is working. 

If it is, maybe there's a connection issue, I can't say for certain.

Is the bot rebooting at all when the camera is connected and is it connected to an APC POE injector or a POE switch? I do know of issues with POE switches when the port is set to auto where the NetBotz may not get enough power and some times the port needs to manually be set to 30+ watts.

Thanks,

Steve

[Mr.T]

Hi @APC_Steve 

Thank you for your response. It is much appreciated.

I managed to resolve the issue and I posted an update under the original post however the post is waiting for approval.

I lost access to my previous account (@Tafadzwa) and my posts now have to be approved first.

Regards,

Mr. T

[sc_460]

Same issue here.  Unfortunately I updated multiple devices before realizing the camera is no longer functional.  In the web admin, device indicates communication status is “Communicating”. Frame rate and resolution appear unchanged. Option to delete camera (to re-discover) is greyed-out.

Is the firmware downgrade-able ?  Web search on downgrading did not turn up any results. 

[Mr.T]

Hi @sc_460 ,

Please go through the post. I gave feedback with a resolution, please let me know how that goes.

@APC_Steve Seems like this might be an actual issue. Might be worth looking into it for the next firmware release.

Regards,

Tafadzwa.

[APC_Steve]

Hi @sc_460 ,

Is your camera not powering on? @Mr.T  suggested his is not.
If the NetBotz is suggesting that the camera is communicating, grayed out image or not, you will not be able to delete the camera. You'd want to disconnect the camera, maybe even reboot the bot, then delete the camera. You can try resetting the camera when connected to a POE switch then reconnecting it to the bot. Again, I can understand maybe a communications issue and I will make note of this to engineering but the camera itself not booting at all sounds like hardware. 

If you want to follow up on this more, you may want to contact support directly where they can get logs and it can get escalated if this basic troubleshooting does not help.

Steve.

[APC_Steve]

@sc_460 ,

P.S.
There is no downgrade option but tech support has a few things they can try.

Steve

[Mr.T]

Thank you for your input @APC_Steve .

Its always helpful getting your expert advice!

Regards,

Tafadzwa.

[sc_460]

Thanks @Mr.T .  Unfortunately I do not have physical access to the affected bots.  This is probably our 5th or 6th time updating the FW and we've not lost the video with prior updates.  Hopefully support can provide a solution that does not require a dispatch.

[sc_460]

Thanks @APC_Steve .  I have seven bots where the camera failed, so unlikely it is hardware.  I opened a case with support and am waiting to hear back.  I will post a follow up if we are able to get them back without dispatching to the sites. 

[Mr.T]

You are welcome @sc_460 

Please update with your solution once you are sorted.

Regards,

Tafadzwa.

[APC_Steve]

Hi @sc_460 ,
Yea, I not only mentioned this to engineering to be on the lookout for such issues (they actually do test this stuff, honest) but I also asked the reps if they'd seen this type of issue come in. One of the reps mentioned a case and when I looked it up, I realized it was you. I've asked them to let me know the outcome or if they couldn't resolve it, let me know that too.

thanks,

Steve