Video Troubleshooting
This section contains Video troubleshooting information.
Message/Problem | Situation | Do the following... |
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Milestone or Siveillance VMS installation problems. | Occasional problems have been reported in installing the VMS server. | In case of difficulty, you can refer to the Installation Troubleshooting section of the VMS Server Administration Manual (see Milestone / Siveillance Support References).
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Milestone / Siveillance Support References
Siveillance Support:
siveillance.support.industry@siemens.com
Siveillance Documentation:
http://www.buildingtechnologies.siemens.com/bt/global/en/security-solution/siveillance-vms/Pages/siveillance-vms.aspx
Milestone Documentation: Milestone documentation can be found on the Milestone web site (registration needed).
http://www.milestonesys.com/My-Milestone/Login-page
Video Hardware Compatibility: The latest list of supported video hardware can be found here:
http://www.milestonesys.com/Support/Technical-Support/supportedhardware/xprotectcorporate/
Message/Problem | Situation | Do the following... |
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- Video images do not display. | Normal situation resulting from a Disconnect command. |
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Problem concerning the internal connection with the BT Video API. | For technical support, provide the Video API Log File from SMC. Read and then save the log file in the Video Settings tab of the project | |
- Video images do not display. | While the Video System was
| This is a normal situation when System Browser does not match Video Configurator.
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The VMS server computer, the Desigo CC server computer, or the Video API Service were restarted immediately after:
| This is a known issue related to how the configuration is aligned after a restart.
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A project was restored incorrectly from backup. Normally, after restoring a project from backup, Video is automatically connected and aligned. If instead a This may happen if some steps in the restore procedure were skipped. For example, if you restored the project but omitted to restore the Video API configuration. NOTE: If there is also a |
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| The currently active VMS provider does not match the VMS provider set for the project. Specifically, in the properties of the main Video node, the Runtime VMS Provider does not match the Project VMS Provider. This can happen if you: | To migrate the project to the currently active provider (be aware there is risk of data loss if the providers are incompatible):
To set an active provider that is aligned with the project:
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A fault event in Event List reports the VMS as unreachable. As a consequence, no video cameras can connect, and video streams do not display. . | This problem concerns the VMS or the connection between the BT Video API (which runs on the Desigo CC server) and the VMS |
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after stopping and restarting the project. | After restarting the project and reconnecting video, client functionality may not resume properly. In this case a |
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A fault event in Event List reports BT Video API as unreachable. The Connect command fails. No video cameras can connect and video streams do not display. | This may be due to a problem with the BT Video API, which runs on the Desigo CC Server | .
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In SMC, the Video Project Settings expander reports the status as | This may be due to Local Security Policy settings on the Desigo CC server or VMS server computer that restrict NTLM Authentication. | Do the following on both the Desigo CC server and VMS server computer:
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A fault event in Event List reports cameras as One or more cameras cannot connect. Video images for those cameras do not display. | This problem may have various causes.
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In a distributed installation:
| The connection to the Desigo CC server with video (VMS connection) is lost. |
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Message/Problem | Situation | Do the following... |
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The video application does not display any video streams. Instead the message | The Desigo CC station does not have an associated monitor group. NOTE: Only the Desigo CC server station has a default monitor group assigned to it. Any other stations need to be manually assigned a monitor group before they can display video . | This problem is due to an incomplete configuration. To display video streams the station must have an associated monitor group.
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The video application does not display video streams, without apparent faults. | To display video streams in Desigo CC, the Windows user who launches the Desigo CC client must be assigned to the StreamingUsers role in the VMS. |
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If encryption of video streams is enabled in the Milestone/Siveillance VMS, the correct CA certificate must be installed on all Desigo CC stations that need to display video streams. |
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Networked Desigo CC client stations do not display video streams, without apparent faults. | The VMS and Desigo CC servers run on the same computer, and in SMC the VMS IP/Name was set to localhost. Although this setting allows the Desigo CC server station to display video streams, it does not permit networked client stations to display video streams. |
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A user or group of users cannot display video streams, or cannot change camera selections previously set by other users. | The user group does not have the necessary security rights. To display video streams, users must have Standard command group rights on camera objects. |
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In assisted treatment, monitor 1 does not show video streams. | The project uses one of the special AT_Video_In_Secondary_[***].LDL client profiles that provide video in the secondary pane during assisted treatment. During assisted treatment of one event, you switched to assisted treatment of another without suspending the first event. | This is a known issue with the Video in Secondary profiles. To avoid it, always suspend an event before switching to treatment of another one. |
A specific camera fails to show video streams, without apparent faults | Video images are missing, even though there is no malfunction detected on the camera. Other cameras are able to display video correctly. |
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Video streams are lost after a remote desktop connection | A station is correctly showing video streams, but after a user connects to that computer using Windows Remote Desktop, the video streams disappear. | This is a known issue. As a workaround, restart the Desigo CC client to recover the video streams. |
A Windows App client station does not display video streams, without apparent faults. | To display video on Windows App clients, an additional configuration step is required. |
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In a distributed Desigo CC installation, there are no camera images without apparent faults. | This may result from the following incorrect configurations: - More than one Desigo CC server is connected to the same VMS. - More than one of the Desigo CC projects in distribution has video enabled.
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Message/Problem | Situation | Do the following... |
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Duplicated video objects after restoring a V1.x configuration and creating new V2.0 video objects. | Old V1.x video objects are not automatically removed from an V2.0 configuration. |
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Missing video objects in System Browser after restoring a project that previously included video objects. | Failing to restore video objects in the VMS before refreshing the system will result in the loss of video objects and related links in System Browser. |
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Some video objects do not work properly, or are not available at all in System Browser. | Desigo CC is not properly aligned with the VMS configuration. This may be a normal situation after a change in the camera configuration of the VMS. Cameras deleted in the VMS will not respond to any system command |
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Video configuration misalignment in large configurations with 500 cameras or more. | The configuration fails to align and System Browser may not include all the objects. |
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First camera added to VMS appears in | The problem occurs when only one camera is configured. It can be solved by restarting VMS and Video API. |
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Camera status incorrectly reported as | The cameras are connected to a video management system (VMS) that is not reachable. | This is a known issue. When the VMS is unreachable the camera status is incorrectly reported as |
Cameras in | A Refresh command was issued with the video system |
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Erroneous | New cameras added in VMS that are in fault conditions are reported as not covered by a proper license. |
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Troubles with PTZ control. | PTZ commands do not work. |
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Wrong report about Focus and Preset controls in PTZ camera configuration. | In the PTZ Capabilities of the Video Source Settings expander, Focus and Preset controls may be reported as available even though they are not. | PTZ capabilities reporting in the configuration page may be occasionally incorrect. |
Cameras disabled in the VMS are not removed from the System Browser tree.
| System Browser does not automatically remove disabled cameras and/or add re-enabled cameras. You must manually set which cameras to add or remove from the Video Configurator tab.
| In the Video Configurator tab, select VMS > Video Devices and, in the pane on the right, manually adjust the cameras you want to include or exclude. For detailed instructions see Excluding Cameras from the Project. |
Cameras re-enabled in the VMS are not added to the System Browser tree. | ||
Camera links and customizations are lost when a camera is excluded and later re-imported in the project.
| Exclusion is intended for permanent removal of cameras from the project. When the same camera is removed and then re-imported, its configurations are not fully retained, and re-engineering may be required. Specifically:
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Message/Problem | Situation | Do the following... |
Erroneous event counter in the Summary bar. | The number of events indicated by the counter does not exactly correspond to the system status. Event List is however always correct. | Different alarm classes are mapped on the same lamp counter and this may result in a wrong count. Be aware that the total count may summarize more detailed conditions, for example in case of multiple faults or exclusion. |
Events from the License Plate Recognition (LPR) plugin of Siveillance VMS are reported as | The Desigo CC video alarm table contains entries for the two default lists (in English language) of the Siveillance LPR plugin:
If the names of these lists in the VMS are changed (or put in a different language), you must customize the Desigo CC alarm table with the new name. If additional lists are created in the VMS, you must add entries for them in the Desigo CC alarm table.
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For detailed instructions see Customizing Video Alarm Tables. |
Duplicate event generated on activation of VideoApiStartEventRecording trigger. | The video alarm table was customized to generate a event when the VideoApiStartEventRecording trigger is activated. By default, event generation for this trigger is skipped because it is used to initiate video recording in response to an event. For more information, see Set Up Custom Rules for Event Recording. When you activate this trigger from the contextual pane, two events are generated instead of one. | This is a known issue. If the event is not required, you can customize the alarm table to disable event generation for this trigger. |
Erroneous unknown events on cameras in single-server solutions. | Instability after restarting the server. | Some problems may occur after restarting the common server.
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Missing fault events from VMS. | Fault events of cameras are not presented after restarting VMS. | Some problems may occur after restarting the VMS.
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Message/Problem | Situation | Do the following... |
Video recording does not actually start even though the | Video recording does not start in case of:
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Video recording status in the system does not correspond with the actual camera condition after recovering from a failure of a VMS recording unit. | After a connection failure with a Network Video Recorder (NVR), the camera recording status cannot be properly realigned in the system. Specifically, if video recording was stopped during the communication problem, the system may still report the video recording as active. |
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Cannot find tags starting with character "[" | In the video archive, cannot find tags if the search string starts with character "[" |
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Unable to export recorded video clips to a file | The procedure for exporting a video recording to a file fails owing to incorrect permissions. |
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Message/Problem | Situation | Do the following... |
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The video application does not display in System Manager. | You do not have the rights to display the video application. | To access the Video application, the Application Rights for video must be enabled (they are disabled by default). See Video Application Rights. |
Cannot modify Video Application Rights. Modifications do not apply correctly. | Previous modifications were made from the secondary System Manager, and you are now trying to modify the Application Rights from the main System Manager. |
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Desigo CC client application crashes when attempting to display video streams, for example when doing drag-and-drop of video cameras or video sequences to the monitor group. | The Desigo CC client station does not have a graphics card (GPU)that meets the requirements set out in Recommended Hardware for Video Stations. When using the Milestone / Siveillance VMS, hardware acceleration is required for client stations that display video streams. This issue may also occur as a result of an outdated graphics card driver, particularly in the case of Nvidia GPUs. |
In case of a GPU without hardware acceleration, apply the following workaround to avoid crashes:
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In video object description strings, some special characters are replaced. | Some special characters (“.”, “:”, “?”, “*”) are replaced by other special characters due to technical constraints. |
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Video commands (for example, start recording, tag, or trigger activation) do not work, and video events (for example, motion) are not reported in Desigo CC.. |
While the status of the Video System is
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Video command feedbacks are not correctly reported in Desigo CC. | This is a known issue that occurs after a stop and restart of the Milestone / Siveillance VMS event server. |
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On Windows App client, Microsoft .NET Framework Exception error upon selecting a camera to display live video. | Missing proxy components on the networked client can cause this error. |
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Problem on Windows app clients when you expand Event List over a window that displays live video. | The problem may concern Investigative Treatment and Assisted Treatment windows with live video monitors. In certain cases, the live video monitor does not close properly and may prevent you from viewing Event List entirely. |
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