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SMR8300 Product Troubleshooting Guide
Outline
• Basic Troubleshooting
– Why SMR8300 can’t search any camera in LAN?
– Why SMR8300 can’t add ONVIF camera?
– Why ...
Basic troubleshooting
3
Why SMR8300 can’t search any camera in LAN?
4
Why SMR8300 can’t search any camera in LAN?
• Check camera
– Power on already: Surveon camera status LED would show green
...
Why SMR8300 can’t add ONVIF camera?
6
Why SMR8300 can’t add ONVIF camera
• Check ONVIF camera version by ONVIF device manager v2.2.250
– ONVIF test tool downloa...
Why can't I see live view on SMR8300?
8
Why can't I see the live view on SMR8300?
• Check SMR8300 network setting and status
– Click Setup > Network > Multiple LA...
Why can't I see the live view on SMR8300?
• Open Firefox browser to access camera from SMR8300
– Right click camera -> cam...
Why can't I see the live view on SMR8300?
• Do you select correct camera model?
• Do you use ONVIF to connect camera?
– If...
Why can't I see the playback video on
SMR8300?
12
Why can't I see playback video on SMR8300?
• Check if SMR8300 recording data exists in hard
disks
– Ensure the playback da...
Why SMR8300 doesn’t record video?
14
Why SMR8300 doesn’t record video?
• Ensure the recording icon is presented in the liveview
channel
15
Why SMR8300 doesn’t record video?
• Check recording policy in global schedule
– Motion recording will record by motion tri...
Why SMR8300 doesn’t record video?
• If you setup camera motion recording, check camera motion
recording has been setup com...
Why SMR8300 doesn’t record video?
• Check storage status
– Click setup button and go to Storage
– Check below parameters
•...
Why remote client can’t access the SMR8300
19
Why remote client can’t access SMR8300
• Use the latest version of remote
client to access SMR8300
– http://www.surveon.co...
Advanced troubleshooting
21
Why the image is not real time on SMR8300?
22
Check the delay situation
• Megapixel IP camera streaming is not 100% real time.
– Depends on the network traffic status, ...
Check the delay situation
• Delay issue exists in Camera
– Camera may Overloading
• Reduce Resolution
• Reduce FPS
• Reduc...
Why the video is not smooth in playback?
25
Why the video is not smooth in playback
• Check Camera
– Open FPS display to check camera current fps setting
– Check bit ...
Why I see the RAID degrade or RAID
failed message in event log?
27
RAID degraded
• RAID degraded definition: one disk is failed in RAID 1/5/6
• When you see RAID degraded in event window
– ...
RAID failure
• RAID failed definition: RAID is destroyed, you must replace faulty HD and
rebuild the system.
• If you see ...
How to rebuild SMR8300?
30
How to rebuild SMR8300
• Confirm all hard disks are detected in SMR8300
• Download the application note and follow the ste...
How to handle unsolved issue?
32
Collect background information
• Report SMR8300 version
– Logout and press F8 to check complete version
information
• Repo...
How to handle unsolved issue
• If you are end-user, contact your vendor or System Integrator
• If you are System Integrato...
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Surveon SMR8300 Tower NVR Troubleshooting Guide

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Surveon SMR8300 Troubleshooting Guide is here to help you solve the frequently encountered problems when operating the
SMR8300.

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Surveon SMR8300 Tower NVR Troubleshooting Guide

  1. 1. SMR8300 Product Troubleshooting Guide
  2. 2. Outline • Basic Troubleshooting – Why SMR8300 can’t search any camera in LAN? – Why SMR8300 can’t add ONVIF camera? – Why can't I see the live view? – Why can't I see the playback video? – Why SMR8300 doesn’t record video? – Why remote client can’t access the SMR8300 • Advanced Troubleshooting – Why I see the RAID degrade/RAID failed message in event log? – Why the image is not real time on SMR8300? – Why the SMR8300 display quality doesn’t like Full HD? – Why the video is not smooth in playback? – How to rebuild SMR8300 • How to handle unsolved issue? • Support resource 2
  3. 3. Basic troubleshooting 3
  4. 4. Why SMR8300 can’t search any camera in LAN? 4
  5. 5. Why SMR8300 can’t search any camera in LAN? • Check camera – Power on already: Surveon camera status LED would show green – IP is correct: IP address is located the same as SMR8300 – Camera is in supported list: SMR8300 can’t search non-support camera. Check the support camera list: http://www.surveon.com/product/NVR_support.asp • Check switch – Check the switch Ethernet ports are lighting on and blinking – Some advanced switch might block network broadcast packet, check the switch or use a basic switch to test. • Check NVR – IP address is located the same as IP camera • Simple Verification Procedure – Please use a simple switch to connect camera and SMR8300 directly and search again 5
  6. 6. Why SMR8300 can’t add ONVIF camera? 6
  7. 7. Why SMR8300 can’t add ONVIF camera • Check ONVIF camera version by ONVIF device manager v2.2.250 – ONVIF test tool download link http://goo.gl/sDwdlU – Input camera user name and password – Check camera IP address and double click the camera – Check ONVIF version – Check if the image can show on preview window • If the image can show on preview window in ONVIF device manager but SMR8300, please contact your SI or Surveon FAE for support. Refer to topic “how to handle unsolved issue” 7
  8. 8. Why can't I see live view on SMR8300? 8
  9. 9. Why can't I see the live view on SMR8300? • Check SMR8300 network setting and status – Click Setup > Network > Multiple LAN – Status is Connected? Is it located same LAN as cameras? 9
  10. 10. Why can't I see the live view on SMR8300? • Open Firefox browser to access camera from SMR8300 – Right click camera -> camera settings -> General Camera – Click Go To Web Interface button – If SMR8300 cannot access camera directly, please check the network status or camera status. 10
  11. 11. Why can't I see the live view on SMR8300? • Do you select correct camera model? • Do you use ONVIF to connect camera? – If you use ONVIF protocol to access the camera, please check the ONVIF version first in “Why SMR8300 can’t add ONVIF camera?” to verify camera ONVIF capability • Check camera connection – Ensure the camera concurrent connections are not exceeds camera limitation • Surveon: Default maximum connections is 5. • Verify steps (Surveon camera): Change camera login password and reboot the camera to cut off another connections. 11
  12. 12. Why can't I see the playback video on SMR8300? 12
  13. 13. Why can't I see playback video on SMR8300? • Check if SMR8300 recording data exists in hard disks – Ensure the playback date is marked as green. – Ensure the playback time bar has video. – If you use remote client, ensure the time setting are the same as SMR8300. • If there is no recording data in RAID, please refer to the next topic ”Why SMR8300 doesn’t record video”. 13
  14. 14. Why SMR8300 doesn’t record video? 14
  15. 15. Why SMR8300 doesn’t record video? • Ensure the recording icon is presented in the liveview channel 15
  16. 16. Why SMR8300 doesn’t record video? • Check recording policy in global schedule – Motion recording will record by motion trigger (Default) – Event recording will record by event trigger – No Record won’t record video – Always recording will record video 7/24. 16
  17. 17. Why SMR8300 doesn’t record video? • If you setup camera motion recording, check camera motion recording has been setup completely – Surveon camera: • Go to SMR8300 recording schedule, check the motion recording is setup • Go to camera web GUI and check the motion detection is enabled – 3rd party camera • Go to camera support list and check if SMR8300 support the camera: http://www.surveon.com/product/NVR_support.asp • Enable general motion detection – ONVIF • Enable general motion detection • If camera doesn’t support camera motion detection, you can use general motion detection. But the general motion detection might impact the SMR8300 performance. 17
  18. 18. Why SMR8300 doesn’t record video? • Check storage status – Click setup button and go to Storage – Check below parameters • Online: Yes • Data type: Video • Enable/Disable: Enable • Status: Normal – If your storage status is different with above setting, it means your storage encounter problems. Please refer to the topic “How to rebuild SMR8300” 18
  19. 19. Why remote client can’t access the SMR8300 19
  20. 20. Why remote client can’t access SMR8300 • Use the latest version of remote client to access SMR8300 – http://www.surveon.com/suppor t/firmware.asp#VMS • SMR8300 could be added by SCC • Delete SMR8300 in SCC domain server • Clean SCC data in SMR8300 • Or use SCC client to login SMR8300 • Check remote client IP address is in the same IP segment as SMR8300 • Disable Windows OS Firewall • Create allow rules to let the NVR pass the firewall. 20
  21. 21. Advanced troubleshooting 21
  22. 22. Why the image is not real time on SMR8300? 22
  23. 23. Check the delay situation • Megapixel IP camera streaming is not 100% real time. – Depends on the network traffic status, in general the delay time might between 0.3 to 1 second. • If you only use a simple switch to connect the camera and SMR8300 directly, the latency time should be 0.3 second ~ 0.7 second. • Verification Procedure: Check the latency issue exists on camera, switch or NVR – Camera: Use a notebook and open IE browser to connect camera which doesn’t be connected by other network devices and check if the latency still presents. – Switch: Use a simple switch to connect the camera and notebook directly and check if the latency still presents. – NVR: Use another camera model to connect NVR and check if the latency still presents on NVR 23
  24. 24. Check the delay situation • Delay issue exists in Camera – Camera may Overloading • Reduce Resolution • Reduce FPS • Reduce connections, Go to camera settings>System>System Log, check current count of user. • Change password and reboot the camera to cut off another connections, reduce the connections under 2. • Delay issue exists in Switch – Switch may Overloading • Select 1Gbps core switch • Setup VLAN to avoid network Traffic jam • Delay issue exists in NVR – NVR CPU Loading too high • Check CPU usage • Try to disable VI setting • Try to disable general motion detection • Only display stream 2 on live view, switch stream1 to stream2 on live view 24
  25. 25. Why the video is not smooth in playback? 25
  26. 26. Why the video is not smooth in playback • Check Camera – Open FPS display to check camera current fps setting – Check bit rate, lower bitrate will reduce FPS (In 2MP pixels, 20fps require 2Mbps at least, 30 fps requires 3Mbps at least) – The steaming FPS must achieve to minimum 22 FPS, it will looks like a real time streaming • Disk IO performance is not enough to write full frame rate in hard disks – Non RAID for the number of camera < 9 – RAID 5 for number of camera > 9 – RAID 1 depends on how many disks in the RAID group 26
  27. 27. Why I see the RAID degrade or RAID failed message in event log? 27
  28. 28. RAID degraded • RAID degraded definition: one disk is failed in RAID 1/5/6 • When you see RAID degraded in event window – Move the cursor to storage icon to locate which disk is broken. – Power off SMR8300 and replace the faulty HD which shows failed. – Power on SMR8300 and RAID will start to rebuild automatically – SMR8300 will show RAID Rebuild Start in event window 28
  29. 29. RAID failure • RAID failed definition: RAID is destroyed, you must replace faulty HD and rebuild the system. • If you see RAID failure in event window – Move the cursor to storage icon to locate which disks are broken. – Power off SMR8300 and replace the faulty HD which are failed. – Refer to topic “How to rebuild SMR8300” 29
  30. 30. How to rebuild SMR8300? 30
  31. 31. How to rebuild SMR8300 • Confirm all hard disks are detected in SMR8300 • Download the application note and follow the steps to rebuild SMR8300. • Refer to application note “How to Restore SMR8300 to Factory Default ” 31
  32. 32. How to handle unsolved issue? 32
  33. 33. Collect background information • Report SMR8300 version – Logout and press F8 to check complete version information • Report camera model, firmware version • How many hard disks are plugged in SMR8300 • Report disk model, RAID type • Provide the snapshots to technical support. • Check the S/N information on the label on SMR8300 • Open remote assistance in network setting • Describe the problem in detail. 33
  34. 34. How to handle unsolved issue • If you are end-user, contact your vendor or System Integrator • If you are System Integrator, contact Surveon Tech Support – Ticket system http://esupport.surveon.com/LoginPage.aspx – Support mail http://www.surveon.com/support/support.asp 34

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