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Technical Tips
HRG_............................................. 07 Vindicator..................................... 20
Troubleshooting Tips
7. For IR cameras:
• Ensure all LEDs clear the camera housing
• If IR lighting is on but the scene is too dark, ensure the scene contains
objects with higher reflectance
4 Please review the points above for the most immediate assistance.
Fusion
Troubleshooting Tips
2. Ensure that the DVR software is upgraded to the latest version compatible with
the unit’s hardware.
• Check fusiondvrsupport.com for latest software
6. Camera issues:
• Verify the “Frames” tab shows in setup
• Test the camera on a known-good input
7. IP camera issues:
• Verify the cameras display video in Internet Explorer
• Ensure the cameras were added with the correct user name and password
and that these are default
Troubleshooting Tips
6. Verify all necessary ports are open both internally and, if applicable, externally.
• HRDP: 80 (HTTP), 4000 (server), 4002 (H.264 only)
• HREP: 8080 (HTTP), 554 (RTSP)
7. Remote access:
• FVMS requires special licensing for HRDP
• Ensure the “DVR type” field matches the DVR
• There is no remote software for HREP
• Verify the unit can be accessed on the LAN
• HRDP only supports Internet Explorer 6 or higher
• HREP also supports Safari, FireFox and Chrome but only displays one
camera at a time if not using IE
• Ensure Active X is installed and not being blocked
6 Please review the points above for the most immediate assistance.
HRG
Troubleshooting Tips
3. Remember that the DVR’s video retention time is very limited at default
(highest) settings.
• Use the Storage Calculator available in the product page at
www.honeywellvideo.com for an estimate
4. Remote access:
• Ensure Multi-Site 4200 software is up-to-date.
• Do not leave the unit set to DHCP unless using IP reservation on the router
(Default IP: 192.0.0.64)
• If using DDNS and DHCP is disabled both the primary and secondary DNS
must have valid server IPs
i. Use Gateway IP on primary, 8.8.8.8 on secondary
• Ensure that all necessary ports (HTTP: 80, Server: 8000) are open locally
and, if applicable, externally
• If using DDNS the port in the mobile app is always 80
• If Active X will not load, set “Download Unsigned Active X” to “Prompt” in IE
security settings and ensure 32-bit version of IE is being used
Troubleshooting Tips
6. If using an external HDD verify that it was formatted for FAT32 with the
appropriate utility.
10. Ensure all necessary ports are open both internally and, if applicable, externally.
• Network Ports: 8016, 8200, 8201, 10019
• Note the HRDE also uses port 5445 and the HRXD Web Guard uses
port 12088
8 Please review the points above for the most immediate assistance.
IP Cameras
Troubleshooting Tips
Troubleshooting Tips
1. The latest Lobbyworks release and service packs can be downloaded from the
following ftp in the Lobbyworks folder:
https://video1.ademconet.com/login
Username: sdgst
Password: honeyguest12
6. Ensure that Windows firewall, anti-virus and UAC are turned off
before installation.
7. Ensure that all available workstations are added under their corresponding
sites/Buildings.
10 Please review the points above for the most immediate assistance.
MAXPRO® Cloud
Troubleshooting Tips
Troubleshooting Tips
2. Ensure ports 26026, 20007, 10000 (and, if applicable, 80 and 554) are open
both internally and externally.
5. Ensure that the latest compatible firmware is being used on any cameras
and streamers.
6. Note if the server, clients and cameras are on the same VLAN.
• Determine if they are part of a domain or workgroup
12 Please review the points above for the most immediate assistance.
MAXPRO® VMS
Troubleshooting Tips
6. If VMS Client install has SQL authentication errors, ensure that the workstation
is not being added to the database.
Troubleshooting Tips
3. Ensure that DIP switch 6 is on at the gateway panel and off on all
downstream panels.
14 Please review the points above for the most immediate assistance.
NETAXS™ continued
5. On the NetAXS-123 if using EVL, DIP switch addresses are not used as
addressing is configured in the web browser.
6. If accessing the panel over the internet ensure that requests are forwarded to
port 443 on the firewall.
7. If using IE version 11, make sure the URL is added to the compatibility view
settings for full browser functionality.
8. Verify that HTTP 1.1 settings are enabled on the web browser and clear
browser history, cache and cookies.
9. If accessing the panel over the internet ensure that requests are forwarded to
port 443 on the firewall.
10. If using IE version 11, make sure the URL is added to the compatibility view
settings for full browser functionality.
Troubleshooting Tips
4. If using an external HDD verify that it was formatted for FAT32 with the
appropriate utility.
7. Ensure all necessary ports are open both internally and, if applicable, externally.
• Network Ports: 80, 37777, 554, 161 and 443
16 Please review the points above for the most immediate assistance.
PRO-Watch®
Troubleshooting Tips
2. Ensure the correct panel type and address is selected in the software
3. Verify you can Telnet to the panel IP address and specified port
4. Check all relevant logs for any errors (Windows Application, SQL, Install, etc.).
8. Confirm the user has the correct Windows and SQL permissions
10. Verify you can ping between server and client by computer name
Troubleshooting Tips
1. Verify that the protocol and communication settings are correct both at the
camera and the controller.
• Protocol and communication settings (Baud rate, parity, data bit, stop bit)
must be the same both at the camera and the controller
• If you power cycle an HD6 or ACUIX the protocol, communication settings
and other useful information will be displayed on the splash screen
6. Make sure power, video and data runs are within specifications. See app note
for distances. Data: 4000ft RS485, video 750ft coax.
18 Please review the points above for the most immediate assistance.
RapidEye
Troubleshooting Tips
1. Boot issues:
• Reseat all HDDs in the appropriate bays
i. Ensure OS drive is in the bottom left bay
• See built-in LCD screen and VGA monitor for errors
• Disconnect everything but VGA monitor then reboot
• Ensure “brand name” monitor is used (e.g., Dell, HP)
• Attempt to upgrade or rollback software
6. PTZ Issues:
• Ensure the serial device is configured correctly
• If applicable, verify RJ45 pin-out
i. For RS485: Pin1 = D+, Pin2 = D-, Pin4 = GND
Troubleshooting Tips
7. Verify that the serial connection is directed to the correct COM port.
12. Instruct the customer to telnet to port 20000 on the IP of the device in question.
20 Please review the points above for the most immediate assistance.
WIN-PAK®
Troubleshooting Tips
Troubleshooting Tips
22 Please review the points above for the most immediate assistance.
Before Calling Support
5. Ensure that all equipment related to the issue is accessible for troubleshooting.
Troubleshooting Tips
• Hours of Operation:
– Monday through Friday, 9:00 am – 7:00 pm EST
• Phone Support:
– 1.800.323.4576
Technical Support – Option 2
• E-mail Support:
https://www.honeywellsystems.com/ss/techsupp/index.html
• Schedule Support:
https://www.honeywellsystems.com/ss/scheduleSupport/index.html
• Downloads:
– Download Center
www.HASCIM.COM/CIM
24 Please review the points above for the most immediate assistance.
Discover Online Learning Management System
Products covered
• WIN-PAK® XE, SE, PE
• WIN-PAK CS
• MAXPRO® VMS
• MAXPRO NVR XE, SE, PE
• MAXPRO Hybrid XE, SE, PE
• MAXPRO Cloud
26 Please review the points above for the most immediate assistance.
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