issue between NB 570 - DCE and pelco sarix IJP121

[DCIM_Support]

Hi

very 5 minutes the communication between the NB and the Pelco camera is lost and after 5 minutes it is recovered again.
This NB monitored with a DCE transfers the error to it.

But the camera keeps working correctly at all times, if you access its web interface

What is the reason for this error?
Both NB and Pelco are updated to the latest version
you can see the error in this graph

 

The client requires an urgent solution because he receives many false errors in this situation

(CID:128063739)

[DCIM_Support]

This are the version of NB

and pelco

(CID:128063785)

[DCIM_Support]

Hi Miguel,

If it's happening every 5 minutes, it should be fairly easy to troubleshoot. The first thing I would do is take all 3 systems (NetBotz, Pelco, and laptop) and put them on a separate network by themselves. Does the issue still happen on this isolated network? If so, it's likely something specific to your network rather than these systems. 

Something else I suggest is looking at k-base FA167042. Make sure you've got everything configured properly as noted in that documentation. You may also want to reset the NetBotz appliance to it's defaults and only configure the Pelco integration (no DCE yet) so as to make sure there's nothing in the config that's causing this.

If you look on the Pelco itself, what firmware does it report. With the Pelco unit you have, version 01.16.17 was specifically tested as per k-base FA158450.

Steve

(CID:128063818)

[DCIM_Support]

Hi

The issue is in the realtion between pelco and NB,

I have in diferent network, and switch, i have the same problem in several sites, with the same NB and Pelco, and diferent network, so network don´t be the problem.

I made the installation following the note you sent me, but the problem is not solved

is there someone who has put these systems NB and Pelco, and is it working?

(CID:128065911)

[DCIM_Support]

Steven

In some case the time change between 5, 10 or in one case 45 minutes, but the average is 5 minutes aprox.

Could it be that he does not make any communication with the camera every 5 minutes?

(CID:128063951)

[DCIM_Support]

Hi Miguel,

There's no reason I am aware of that this could happen. This is why I suggested verifying Pelco firmware, this is why I suggested resetting the NetBotz appliance, this is why I suggested limiting the network. The graph shows that specific camera very regularly so it looks like something is happening every 5-7-10 minutes. The graph appears very regular. Perhaps you want to contact tech support directly as they can look at the specifics in real-time.

Steve

(CID:128063959)

[DCIM_Support]

i try now downgrade pelco firmware to 1.16.17.

NB rebbot, and limit network was done before this query,

(CID:128065917)

[DCIM_Support]

i try now downgrade pelco firmware to 1.16.17.

NB rebbot, and limit network was done before this query,

(CID:128063981)

[DCIM_Support]

hi

I have the same problem.

DCE version 7.5.0.62

Advanced View version 4.6.2

Pelco Camera-IJP121-1IS-T72304626     version 01.16.30

I have patched everything I can think of and reloaded it more than once.

What's the fix?

Regards

(CID:128749641)

[DCIM_Support]

I am waiting, i haven't fix

(CID:128749674)

[DCIM_Support]

Miguel, as I suggested, perhaps you'll want to contact tech support directly. We can't really go that in-depth here. I know of no reason for a consistent loss and regain of communications. It needs to be troubleshot more in-depth. When/if you communicate with them, perhaps you can provide detail as to what you did for troubleshooting from the suggested k-base...possibly run packet captures as well. If you've not done so already, I'd start with the Pelco, laptop, and NetBotz on a test network all by themselves. 

Steve

(CID:128749681)

[DCIM_Support]

Steven before this, i Had conect with tech support but they dont fix that issue.

(CID:128751113)

[DCIM_Support]

Hi Miguel,

I'll see if I can get someone in escalation from that region to reach out to you. 

Steve

(CID:128751172)

[DCIM_Support]

thanks Steven. i'm wait for your answer

(CID:128751204)

[DCIM_Support]

Please keep me in the loop.

(CID:128751224)

[DCIM_Support]

Hi,

I just Installed pelco camera and Netbotz in the same configuration and got the same problem. Is there any "screenshot" documentation existing that shows step by step what to do to make it work together.

Customer configuration:

(CID:128762051)

[DCIM_Support]

Hi Jaroslaw,

The basic Pelco integration document can be found in  k-base  FA167042. AS for Miguel's specific issue, we're looking into it off-line currently.

Steve

(CID:128762118)

[DCIM_Support]

Hi

Has this been fixed yet?

I have had to do another job for the past few months so have missed out on the current status of this problem, but am back now looking for the fix.

Regards

Mark

(CID:134025578)

[DCIM_Support]

i've try a new fix, but don´t go fine with dce

(CID:134025590)

[DCIM_Support]

Miguel,

One of the local support people mentioned they would contact you and work with you for the secondary issue you are having. I will contact them again to make sure they do so. Please note the issue you are having with being unable to see the camera in surveillance is not due to the testing we have done with you. That was happening before we did any updating of your systems.

Mark,

In testing with NetBotz and that Pelco camera, the next revision of the NetBotz firmware (soon to be released) as well as the most recent firmware for that Pelco camera (v1.16.37 ) does not seem to have any communications issues on the NetBotz appliance.

Steve

(CID:134026333)

[DCIM_Support]

Steve.

Thanks for the update. I already have the camera at v1.16.37 so await the new NetBotz firmware. Will you please update this page will a link to the firmware when released?

Regards

Mark

(CID:134026366)

[DCIM_Support]

I'll try to remember.  😃

(CID:134027450)

[DCIM_Support]

Hi Mark,

NetBotz 4.6.3 is out today. It's not available yet as a download but it is available through Advanced view. Download links and the option to upgrade through DCE should be available within the next few weeks.

(CID:137112124)

[DCIM_Support]

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