camera not posting to DCE

DCIM_Support · ‎2020-07-04

This question was originally posted on DCIM Support by juice on 2018-08-07

Good day

Please assist

I have 5 camera monitoring different access doors and these video footage are posted to DCE Expert. I receive email alerts as soon as the door opens and closes and i am able to retrieve video clips.

4x camera in different locations are connected to Netbotz 570 - working perfectly. I am able to receive e-mails with snippets and video clips from DCE.

1x camera connected to Wallbotz 500, which i receive e-mails but not able to retrieve any video clips from DCE.

I have compared camera configurations\surveillance with the others and all seem in order.

Am I missing something ?

Any help is appreciated.

Regards

Juice

DCIM_Support · ‎2020-07-04

This answer was originally posted on DCIM Support by Steven Marchetti on 2018-08-07

Hi Juice,

Are we talking alerts or surveillance? If we're talking about alerts, do they get to DCE without images or not at all?

Check the Data Center Expert applet in Advanced view for that 500:

You should see where the appliance believes it should b eposting for alerts, reports, and surveillance:

If any of these entries are listed as hostnames, it's possible that the DNS configuration of this appliance is incorrect. Make sure a DNS entry that has the appropriate name is listed. You may want to also change these to read the IP. You can't edit them here though. You would have to delete the entry and reconfigure it in DCE. If there are 2 or more entries for different servers (especially for surveillance), this may be causing too much load on the system and you may get a single image or possibly none.

If the issue is with surveillance, delete the surveillance entry in advanced view and then go to DCE and check it's surveillance settings. Change the listing in server settings/StruxureWare Data Center Expert Server from hostname to IP and hit OK.

If the issue is with alerts, delete the alerts entry in Advanced View and then go to DCE. Select the device and using the top menu, choose Device -->NetBotz Appliance Configuration -->Post Alert Data Settings. Choose the IP instead of the hostname under the entry for "Select the Address to Use for Sending Alert Data".

Thanks,

Steve

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-08-07

P.S.

If none of this works, you may want to also try to delete the appliance, reset it to defaults, then re-add it to DCE.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by juice on 2018-08-08

Thank you Steve.

It is the surveillance part that we are not able to retrieve. i have verified all settings against the other cameras and all in order.

To remove the appliance, are you refering to removing it from DCE?

Simply delete and rediscover on DCE ?

Thank you for your swift response, - much appreciated.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-08-08

Hi Juice,

if you’ve checked everything I mentioned, I’d suggest removing the appliance, formatting it, then rediscovering it. To format, connect serially and reboot. Once you see it say hit any key to stop the boot and count down from 10, hit a key to stop it. Once stopped, type configreset. Let it reboot and then reconfigure the IP. If you’ve backed up the appliance, to not restore the backup before adding it to DCE as you may reimport the issue whatever that may be.

Steve.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by juice on 2018-08-14

Thank you Steve.

This seems abit extreme. Is there not another way to solve this issue?

I would have to motivate to our management team should this be the only option.

Please let me know if you have any other tricks that i can try to resolve.

Kind regards

Juice

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-08-14

Hi Juice,

I can't say why this is not posting in your environment so I'm giving you the troubleshooting steps I would take if it were happening in my lab and I wasn't sure. I can say that it posts to DCE over HTTP or https. If these are not open via firewall or if anything is blocking this communication, it will fail. If the NetBotz is posting to too many places, it may fail. If the NetBotz is posting to hostname but DNS is not properly working, it may fail.

It's also possible that there's something wrong with the bot...maybe something corrupt. This is why I'd suggest reformatting it. I'm just trying to cover all the bases.

Steve

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by juice on 2018-08-15

I understand. What troubles me is that the bot posts snippets via e-mail and when i try to retrieve the footage from DCE, (Surveillance) i get none. It almost appears to be a setting that has been disabled and needs to be enabled.

The camera is fully operational and i can view live footage, it feels almost "criminal" having to reformat the appliance and rebuilt.

Thank you for your support it is appreciated.

Juice

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by juice on 2018-08-16

Hi Steve

I have rebooted the appliance a few times and checked the appliance log and found below error;

Netbotz kern.err nbSendHTTPReport: Error posting to url http://#Server IP address:80/botpost/sensor: HTTP code=0, err=7

WOuld this have anything to do with our camera not posting video clips to our server?

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-08-16

Hi Juice,

That appears to be report related and not surveillance but it could be a similar issue. It looks like it's not getting a response from the server which may indicate it is not correctly sending the info or sending it to the wrong IP or hostname.

I still suggest the basic troubleshooting steps I have outlined. If you do not wish to follow these steps, perhaps calling support directly so they can walk through all the settings with you.

Steve

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by juice on 2018-08-27

Hi Steve.

Thank you for all your help, i have YET to successfully resolve this issue, in addition to this, our change team request an alternative solution to this problem... the reformating of the appliance is a NO-GO!

I have rebooted the appliance, shutted down and changed settings and still no success, however i browzed the log files and found below error;

Netbotz kern.err nbSurveilMgr: Error posting to url http://Netbotz_IP_Address:Port/botpost/surveillance: HTTP code=0, err=7

Would this error be related to our problem ?

Once again, thank you for all your contribution.

Juice.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by Steven Marchetti on 2018-08-28

Hi Juice,

You can create a backup and after testing, try bringing that backup back into the NetBotz appliance but reformatting the appliance is the only other basic troubleshooting step I can recommend. As I stated previously, if you don't want to follow my suggestions, perhaps getting someone on the phone from tech support and walking through settings real-time may show something that's been overlooked.

Steve

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by juice on 2018-08-28

Will present to our team.

Thank You Steve, as always it is appreciated!

DCIM_Support · ‎2020-07-04

This question is closed for comments. You're welcome to start a new topic if you have further comments on this issue.