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Troubleshooting Guide
1.1 October 13, 2011 Updated the MAXPRO NVR Wizard section and Application Notes
section
O VERVIEW
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This document is a guide to troubleshoot common problems that might arise while working
with the MAXPRO NVR. The document provides a description of the problem, the possible
cause and solution.
Solution
Increase the IP range of your network.
For example, the start IP and the end IP mentioned in the wizard is x.x.x.1 and a.a.a.245.
You must change the start ip to x.x.y.1. Now the wizard searches for free IP from x.x.y.1 to
x.x.y.245.
Solution
Go to the following path:
C:\ProgramFiles\Honeywell\MaxproNVR\TrinityFramework\bin\MaxproNvrQuickWizard.
exe and check if the wizard starts.
-If you try to run the wizard from startup, the error displayed above appears.
Solution
1. Close the error message.
2. Stop the MAXPRO NVR Agent.
To stop the MAXPRO NVR Agent
a. Go to Windows tray icon and right-click the MAXPRO NVR Agent icon, and select
Exit as shown in the following figure.
4. Run the wizard from startup by clicking the MAXPRO NVR Wizard icon or you can restart
the system.
• When we try to launch the wizard the following screen appears with the languages
drop down showing no options.
Solution
1. Close both NVR login page and wizard (if open).
2. Wait for a minute and try relaunching the application.
3. If the issue still persists, follow the recovery steps outlined in the following procedure:
a. Go to the installation/Windows path:
"C:\ProgramFiles\Honeywell\MaxproNVR\TrinityFramework\bin" and run
MaxproVMSClientAgent.exe. A pop appears in the System Tray as shown in the
following figure.
b. Run the wizard from startup by clicking the MAXPRO NVR Wizard icon or you can
restart the system.
D ISK M ANAGEMENT
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The status of the configured network drive shows
“Invalid Drive”
Cause
• The network drive is not shared with read-write permission.
• The drive location is not accessible in Windows.
Solution
It is recommended that the username and password on the network drive machine match the
username and password on the MAXPRO NVR box.
Solution
It is recommended that the username and password on the network drive machine match the
username and password on the MAXPRO NVR box.
The disk space values are not updated for network drive,
if it is the current recording drive
Cause
• Recording may not be happening on the network drive.
• The drive name might have been changed.
• The drive is not accessible in Windows.
• The drive is not shared with read-write permission.
Solution
1. If the network drive name is changed after it was added initially, then change the drive
name to the original name or delete the drive and add it again.
2. It is recommended that the username and password on the network drive machine
match the username and password on the MAXPRO NVR box.
G ENERAL
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Unable to see application tabs in MAXPRO NVR
Cause
You might not have sufficient privilege to see application tabs such as Viewer, Configurator,
Search, Reports etc.
Solution
Contact your administrator to enable the privileges for viewing the required application tabs.
Only a user having the administrator role can enable such privileges.
Cause
The user name or password entered is incorrect.
Solution
Verify the user name or password.
2. The “Server doesn't exist in the specified IP” message appears.
Cause
The possible causes are:
• The server or trinity services might not be running.
• The server settings might be incorrect.
• The network might be disconnected.
• The MAXPRO NVR Server and Client might be of different versions.
Solution
• Check if the Trinity services (Trinity Server and Trinity Controller) are running on server
computer.
To check whether the server is running
a. Click Start>Settings>Control Panel
b. Double‐click Administrative Tools, and then double‐click Services.
Or
a. Click Start>Run, and then type services.msc. The Services window appears.
b. In the Services window, check the status of Trinity services. Start the Trinity services if
they are not running. To start the Trinity services.
• Right‐click on the status column corresponding to TrinityServer, and then select Start.
• Right‐click on the status column corresponding to TrinityController, and then select
Start.
• Check your server settings in the login screen and type the correct Server IP/Name.
To check the server settings
a. In the login screen, click Server Settings. The ServerSettings dialog box appears.
b. Type the correct Server IP/Name.
• Connect the network LAN, if it is disconnected.
• Install the same version of MAXPRO® NVR Server and Client.
VI EWER
Solution
• Check the video format, Username and Password for that particular camera.
To change the video format
a. Go to the Camera Advanced Settings tab in the Camera page and change the Video
Format of that camera from NTSC to PAL.
• Go to Start menu, type firewall.cpl and turn off the firewall.
• Check number of open streams and ensure it is less than maximum limit.
Solution
Check the cable connection to the NVR box.
Cause
The possible causes are:
• Trinity Controller service in the NVR box might not be running.
• Network connection to the device from NVR box is lost or the device is down.
Solution
• Start Trinity controller services if it is not running.
• Restore the network connection from the server computer to the device or make sure the
device is up and running.
• If there is a random loss in status, right-click on the camera and select refresh from
device.
• If none of the cameras are showing status, right-click the recorder and select Reload
Device.
Solution
• Change the camera configuration to PTZ camera from Fixed
• Disable digital PTZ.
• Start the controller services. To start the controller services.
• Double‐click Administrative Tools, and then double‐click Services.
Or
• Choose Start>Run, and then type services.msc. The Services window appears.
• In the Services window, right‐click on the status column corresponding to
TrinityController, and then select Start.
• Restore the network connection between server and client.
Solution
Contact your administrator to enable privileges to export clips. Only a user with administrator
role can enable this privilege.
Solution
• Redo the clip export operation by right-clicking on the failed clip and selecting restart.
• Change start & end time of the clip and retry the operation.
Solution
• Go to the User tab under Configuration and associate the cameras.
Solution
Set the workstation’s monitor resolution to 1024 x 768 pixels and above.
Solution
Configure the static IP to Loopback Adapter and restart the computer.
Solution
Click the toggle filter button in the Intellisense search box below the device tree.
Solution
Synchronize the time between the MAXPRO NVR client and the recorder.
Solution
Synchronize the time between the MAXPRO NVR client and the server.
.
Solution
• Restart TrinityControllerservices. To restart TrinityController
• Choose Start>Run, and then type services.msc. The Services window appears.
• Right-click TrinityContoller, and then select Start.
• Check the network connection between Server and Viewer computers.
Solution
• Ensure that the cache files are present in the computer.
To check the cache files
• Go to HKEY_LOCAL_MACHINE\SOFTWARE\Honeywell\MAXPRO
NVR\TrinityFramework\Controller and get the cache files path and ensure that the
cache files are present.
• Check if the file size of SPARAM.TCC and TITLE.TCC files are more than 5 KB.
• Restart TrinityServer and TrinityController if the cache files are not present or if the
SPARAM.TCC and TITLE.TCC files size are less than 5 KB.
There might be a problem in communication between MAXPRO NVR Engine and Trinity
Controller.
Solution
Reload the device from the device tree or do a refresh from device. If the problems persists,
restart TrinityController service
Solution
Copy the system.xml and rules.xml from D:\Factory rest config Files\REIPEngine folder
or C:\Program Files\Honeywell\MaxproNVR\TrinityFramework\Default Configuration
Files\REIPEngine folder and paste and replace in the path C:\Program
Files\Honeywell\MaxproNVR\TrinityFramework\bin\REIPEngine(Or installed path).
Restart the NEOStorageServer from the Service Manager.
C ONFIG URAT OR
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Clicking the System or User tab hangs the viewer in the
client or server PC
Cause
The possible causes are:
• TrinityScheduler service might have been stopped in the Server PC
Solution
• Start Trinity Scheduler service in the Server PC.
• Contact your system administrator to get appropriate license supporting the desired
device.
Solution
Start Trinity Scheduler
To start the scheduler services
a. Click Start>Run, and then type services.msc. The Services window appears.
b. Right‐click TrinityScheduler, and then select Start.
Solution
Start Trinity Scheduler
To start the scheduler services
a. Click Start>Run, and then type services.msc. The Services window appears.
b. Right‐click TrinityScheduler, and then select Start.
Solution
Start Trinity Scheduler
To start the scheduler services
a. Click Start>Run, and then type services.msc. The Services window appears.
b. Right‐click TrinityScheduler, and then select Start.
Solution
• Verify SMTP server configuration and the required access. Also make sure that the Stop
Email Service check box is not selected.
• Go to the Event association tab in the user page and check if the respective events are
associated to that particular user.
Solution
Go to the corresponding tab and click on the Reset button.
Solution
Click on OK button of the message and click on Save again.
L OCALIZ ATI ON
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Language does not get listed in the Viewer login screen
Cause
Language files might not be updated.
Solution
Refer to the MAXPRO NVR Localization Guide.pdf which is as part of the DVD contents to
update the language.
Solution
Reinstall MAXPRO NVR SE. The required dlls get generated.
I NSTALLATION
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Pop ups come during installation or un-installation
requesting the user to close the application/services
Cause
NVR installation cannot proceed if the application or services are still running on the system.
Solution
Solution
Start Trinity Server.
To start the Trinity Server
• Choose Start>Run, and then type services.msc. The Services window appears.
• Right-click TrinityServer, and then select Start.
Solution
If you waits for few seconds, the message automatically disappears and un-installation
continues, else press the Cancel button.
Solution
You have to manually change the percentage of the Threshold values in the System page.
Solution
After migration, you have to change the “Device Address” in System page to the new
machine name. This results in the smooth functioning of the controller operations.
Cause
Cause
If you try migrating NVR from a PC, say PC1 to another PC, say PC2.
In PC1, NVR is installed on the C Drive & recordings are saved on the D Drive. PC2 only has
the C drive. After migration to PC2, RE IP Engine crashes since recording path is missing (D
Drive is present in PC2)
Solution
You have to change the recording path manually to C drive from the system page & restart the
REIPEngine service.
A PPLICATION N OTES
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This section lists the frequently asked questions while working with MAXPRO NVR.
3. Select Onboard or USB CD-ROM Drive and press Enter. The DOS boot message
shown in the following figure displays. Let the application continue to run.
5. Press Space bar on your keyboard. The Main Menu screen appears.
6. Select Restore from the Main Menu and click Next. The Restore screen appears.
7. Select Automatic and click Next. The Restore From screen appears prompting you to
select the File Access Method.
8. Select File (CD/DVD) and click Next. The Restore From screen appears prompting you
to select the Drive Interface.
9. Select ATAPI/SCSI and click Next. The Restore From screen appears prompting you to
select the Source Drive.
10. Select TSSTcorp DVD+-rw TS-H653H and click Next. The Restore From screen
appears.
Note: The text in blue indicates the current version of MAXPRO NVR XE, and this
changes with every new release.
12. Select MAXPRO -NVR and click Next. The Warning screen appears.
14. Click Start. The recovery process begins. This may take a few minutes. A progress bar
shows the status.
15. When the message Restore completed successfully displays, click OK.
To re-image both C:\ and D:\ drives
1. With the MAXPRO NVR unit powered up (the hard drive LEDs on the front of the unit are
lit), insert recovery disk into the DVD drive.
2. Restart Windows (press Ctrl+Alt+Del, then click Restart). Press F12 to display the
Boot Menu as shown in the following figure.
3. Select Onboard or USB CD-ROM Drive and press Enter. The DOS boot message
shown in the following figure displays. Let the application continue to run.
5. You do not have to do anything at this point. The restore operation automatically starts.
6. When the message Restore completed successfully displays, click OK.
7. Disable the AutoLogon feature.
Choose Start>Run, type regedit and in registry editor go to
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows
NT\CurrentVersion\Winlogon. Locate the key AutoAdminLogon, and change the value
from 1 to 0 and delete the key DefaultPassword.
Changing the drive names for storing the Metadata after re-imaging
After re-imaging, all the data on C:/ is erased. To prevent further loss of data in the instance of
an hard disk crash if any in the near future, it is recommended that you restore the metadata
to a different drive other than C:/.
You can change the drives names of the restored metadata by editing the
TakeMetaDataBackUp.bat file available in the path
C:\Install\MaxproNVRTaskSchedules\MetaDataBackup. In this file, change the drive
names corresponding to the following parameters: set drive=D:\REIPEngineMetaData and
set drivebkUp=D:\REIPEngineMetaDataBackUp as applicable. Before changing the drive
names, ensure that you create the folders REIPEngineMetaData and
REIPEngineMetaDataBackUp in the respective drives that you are changing.
5. Under Object Explorer on the left pane, right-click Databases, and then click Restore
Database. The Restore Database dialog box appears.
7. Under Specify source and location of backup sets to restore, select From device, and
click . The Specify Backup dialog box appears.
9. Select the. bak file that you have copied from the USB drive to the folder where MAXPRO
NVR is installed, and click OK.
10. In the Specify Backup dialog box that appears, click OK.
1. Copy the metadata that you had saved during the uninstall process to a USB drive.
2. On the new computer, copy the metadata that you have saved on the USB drive to the
folder where MAXPRO NVR is installed.
5. Click Connect. After the connection is successful, the following screen appears.
10. Select the. bak file that you have copied from the USB drive to the folder where MAXPRO
NVR is installed, and click OK.
11. In the Specify Backup dialog box that appears, click OK.
12. In the Restore Database dialog box that appears, click the Restore check box.
H OW T O BURN CLIPS T O A D V D ?
To burn clips to a DVD
1. Generate clips on the time line control.
2. Export the clips in WMV format and save it in clip location.
3. You must install Nero software.
4. Using Nero burn the Clips in the DVD/CD.
www.honeywellvideo.com
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