Pelco Video Server 2.7 / Software House C CURE 9000 v2.7 Troubleshooting Guide C5638M-F 10 / 2018

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1 Pelco Video Server 2.7 / Software House C CURE 9000 v2.7 Troubleshooting Guide 10 / 2018

2 Contents Contents Preface: Introduction... iv Chapter 1: Adding and Editing Pelco Video Server and Cameras... 5 Pelco devices or Pelco video are not available Unable to add a Pelco Video Server Pelco Video Server is not showing up in the context menu Pelco Video Server is not connecting Changing the domain property of the Pelco Video Server causes an exception Failing to click Import before saving a manually added camera causes errors Chapter 2: Video Playback... 6 Black bars are visible during video playback Unable to view 16 simultaneous h.264 streams The Pelco Video Camera is not showing a stream in its View window On Windows Server 2008, there is currently no video being displayed Take Snapshot & feature is not working What is the default location for video snapshots?... 7 High CPU Usage message appears when I try to play video > 16 streams message appears when I try to play video Trying to view live or recorded video in a popup view generates a black image with the message "High memory usage" Trying to view live or recorded video in a popup view generates a black image with the message "High CPU usage"... 7 How do I change the number of viewable streams?... 7 How can I stream unicast or multicast?... 8 Chapter 3: PTZ (Pan, Tilt, Zoom) functionality... 9 PTZ control ceases after 15 seconds of continuous movement Patterns activated by alarms cannot be stopped using the Stop pattern command Chapter 4: Exporting Video Video export is not working What is the default location for video exports? Chapter 5: Alarms and Events Unable to get notification for device offline/online status Chapter 6: Video View The video stream from Pelco Video Server is failing in the Video View window Camera list is not sorted while editing Video View Video does not display in Video View layouts Chapter 7: Connection and System Issues Is there a tool or utility I can use for troubleshooting? Pelco Video Server / Software House Contents

3 How can I find the version number of Pelco VideoXpert? What is the default poll time? Pelco Video Server / Software House 3

4 Pelco Video Server / Software House Introduction Introduction The primary focus of this documentation is troubleshooting the integration of Pelco IP products with the Software House C CURE For additional information, refer to Pelco Video Server / Software House C CURE 9000 v2.7 Integration Guide (C4692M-D). NOTE: This documentation is not a replacement for general C CURE 9000 documentation. It is highly recommended that you review the following documentation and become familiar with C CURE 9000 concepts before proceeding: C CURE 9000 Bioscrypt Reader Reference Document C CURE 9000 Hardware Configuration Guide C CURE 9000 Reader Input Output Guide C CURE 9000 Data Views Guide C CURE 9000 Getting Started Guide C CURE 9000 Installation and Upgrade Guide C CURE 9000 Monitoring Station Guide C CURE 9000 Personnel Configuration Guide C CURE 9000 Software Configuration Guide The Software House documentation is available on their website at as well as in the C CURE 9000 help menu, accessible by pressing the F1 key. This guide has been organized by task, and describes typical issues encountered with the Pelco-C CURE 9000 v2.7.0 Integration and provides suggested solutions. iv Pelco Video Server / Software House

5 Adding and Editing Pelco Video Server and Cameras Adding and Editing Pelco Video Server and Cameras What's in This Chapter? Pelco devices or Pelco video are not available. Unable to add a Pelco Video Server. Pelco Video Server is not showing up in the context menu. Pelco Video Server is not connecting. Changing the domain property of the Pelco Video Server causes an exception. Failing to click Import before saving a manually added camera causes errors. This section details issues encountered with Adding or Editing Pelco Video Server and Cameras to the Pelco-C CURE 9000 Integration software. Pelco devices or Pelco video are not available. Please re-install the software. Unable to add a Pelco Video Server. After installing the driver I am unable to add a Pelco Video Server system. The video tree inside C CURE 9000 does not list Pelco Video Server. In some cases it is required to restart the machine after installation of the Pelco-C CURE 9000 integration driver. Pelco Video Server is not showing up in the context menu. Pelco Video Server is not showing up in the context menu in the Administration Workstation in the Video tree. Please verify that the current user is an administrator for SQLEXPRESS, and run the installer again. The license option will not be added without database administrator privileges. If the license option is not present, the Pelco installation will not operate. Please refer to Microsoft's website for details: Pelco Video Server is not connecting. There are several potential issues: The IP Address or Communication Port values might be incorrect. Your authentication values (User Name and Password), might also be incorrect. Please verify these values on your Pelco Video Server. Changing the domain property of the Pelco Video Server causes an exception. The domain property must remain blank in the C CURE Failing to click Import before saving a manually added camera causes errors. Resolve by deleting the camera and adding it again, making sure to import it before saving. Pelco Video Server / Software House 5

6 Video Playback Video Playback What's in This Chapter? Black bars are visible during video playback. Unable to view 16 simultaneous h.264 streams. The Pelco Video Camera is not showing a stream in its View window. On Windows Server 2008, there is currently no video being displayed. Take Snapshot & feature is not working. What is the default location for video snapshots? High CPU Usage message appears when I try to play video. > 16 streams message appears when I try to play video. Trying to view live or recorded video in a popup view generates a black image with the message "High memory usage". Trying to view live or recorded video in a popup view generates a black image with the message "High CPU usage". How do I change the number of viewable streams? How can I stream unicast or multicast? This section details issues encountered with video playback in the Pelco-C CURE 9000 integration software. Black bars are visible during video playback. This is a common behavior. Configuration changes will not remove the black bars. Unable to view 16 simultaneous h.264 streams. H.264 streams are resource intensive. The Integration will not allow to stream any new streams when CPU or Memory usage reaches 70%. Both of these values can be configured through the registry. The Pelco Video Camera is not showing a stream in its View window. There are several potential issues: 1. Ensure that DirectX 9c is installed on your computer. If DirectX 9c is not installed on your computer, please download it from Microsoft's website: 2. Make sure that the Pelco Video Camera's settings, specifically the Communication Port and Camera Number, are correct. 3. Confirm that the Pelco Video Camera is online. On Windows Server 2008, there is currently no video being displayed. To resolve this issue, disable the firewall. Take Snapshot & feature is not working. The server must be properly configured for this functionality to work. Use Options & Tools > System Variables > Customer Support to set configuration fields. Once configuration fields are visible, edit Server, Address and Contact Information fields values as needed. 6 Pelco Video Server / Software House

7 Video Playback What is the default location for video snapshots? For Windows Server 2008: \Application Data\Pelco\SoftwareHouse\Snapshot For Windows Vista, 7, and 8: \ProgramData\Pelco\SoftwareHouse\Snapshot High CPU Usage message appears when I try to play video. Click Reconnect on the toolbar for the cameras that display this message. If this does solve the problem, try playing fewer video streams at once, or reduce their resolution or frame rate. Also determine if other processes on the computer are using a lot of CPU power, if so halt those processes and try Reconnect again. > 16 streams message appears when I try to play video. Make sure you are trying to play no more than 16 video streams at once. Then, try clicking the Reconnect button on the toolbar for the cameras that display this message. Trying to view live or recorded video in a popup view generates a black image with the message "High memory usage". The Integration will not allow any new streams when memory usage reaches 70%. This value can be configured through the registry: 1. Edit the registry using regedit. 2. Locate HKEY_LOCAL_MACHINE\SOFTWARE\Pelco\SoftwareHouse On a 32-bit system, go to HKEY_LOCAL_MACHINE\SOFTWARE\Pelco\SoftwareHouse. On a 64-bit system, go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Pelco\SoftwareHouse. 3. Change MaxMemoryInPercent to desired value. Example, to change the limit to 80%, enter 80. Trying to view live or recorded video in a popup view generates a black image with the message "High CPU usage". The Integration will not allow any new streams when CPU usage reaches 70%. This value can be configured through the registry: 1. Edit the registry using regedit. 2. Locate HKEY_LOCAL_MACHINE\SOFTWARE\Pelco\SoftwareHouse On a 32-bit system, go to HKEY_LOCAL_MACHINE\SOFTWARE\Pelco\SoftwareHouse. On a 64-bit system, go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Pelco\SoftwareHouse. 3. Change MaxCPUUsage to desired value. Example, to change the limit to 80%, enter 80. How do I change the number of viewable streams? The integration software supports 16 streams by default. To change the number of available streams, follow these steps: 1. Edit the registry using regedit. On a 32-bit system, go to HKEY_LOCAL_MACHINE\SOFTWARE\Pelco\SoftwareHouse. On a 64-bit system, go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Pelco\SoftwareHouse. 2. Change MaxNumberOfStreams to specify the maximum number of streams simultaneously playable. If this value is missing, the default is If desired, change server name. NOTE: Server name is optional and is useful for computers with several network cards connected to different Video Server systems. It specifies the host IP used for a given Video Server system. If this value is missing, it is automatically determined, but automatic detection only works when multiple network cards are not present. Pelco Video Server / Software House 7

8 Video Playback How can I stream unicast or multicast? The unicast/multicast settings can be changed via the VideoXpert Admin Portal. 8 Pelco Video Server / Software House

9 PTZ (Pan, Tilt, Zoom) functionality PTZ (Pan, Tilt, Zoom) functionality What's in This Chapter? PTZ control ceases after 15 seconds of continuous movement. Patterns activated by alarms cannot be stopped using the Stop pattern command. This section details issues encountered with PTZ (Pan, Tilt, Zoom functionality) in the Pelco-C CURE 9000 integration software. PTZ control ceases after 15 seconds of continuous movement. This is by design. Patterns activated by alarms cannot be stopped using the Stop pattern command. This is known issue. The workaround to stop a pattern is simply to pan or tilt in any direction. The camera will then stop any patterns it is running. Pelco Video Server / Software House 9

10 Exporting Video Exporting Video What's in This Chapter? Video export is not working. What is the default location for video exports? This section details issues encountered with the exporting video in the Pelco-C CURE 9000 integration software. Video export is not working. Please ensure that video recording is working properly. Use the Ops Center software to confirm that Pelco VideoXpert and Pelco Video Camera are configured properly. What is the default location for video exports? For Windows Server 2008: \Application Data\Pelco\SoftwareHouse\Export For Windows 7 and 8: \ProgramData\Pelco\SoftwareHouse\Export 10 Pelco Video Server / Software House

11 Alarms and Events Alarms and Events What's in This Chapter? Unable to get notification for device offline/online status. This section details issues encountered with the alarms and events in the Pelco-C CURE 9000 integration software. Unable to get notification for device offline/online status. The poll period must be considered; the default is 20 minutes (configurable). See Connection and System Issues section below on how to change the poll time. The Videoloss alarm needs to be enabled for the camera. Cameras which do not have this enabled will not report anything. Pelco-C CURE 9000 Integration service must be running to detect when a camera goes offline. Pelco Video Server / Software House 11

12 Video View Video View What's in This Chapter? The video stream from Pelco Video Server is failing in the Video View window. Camera list is not sorted while editing Video View. Video does not display in Video View layouts This section details issues encountered with the Video View in the Pelco-C CURE 9000 Integration software. The video stream from Pelco Video Server is failing in the Video View window. Ensure that the correct manufacturer-supplied video driver is installed on the machine. The default Microsoft driver or other generic driver might not play the video correctly. Camera list is not sorted while editing Video View. This is according to the Software House C CURE 9000 design. Video does not display in Video View layouts Make sure Software House global variable "Connect Camera Asynchronously" is set to FALSE. 12 Pelco Video Server / Software House

13 Connection and System Issues Connection and System Issues What's in This Chapter? Is there a tool or utility I can use for troubleshooting? How can I find the version number of Pelco VideoXpert? What is the default poll time? This section details issues encountered with connection and system issues in the Pelco-C CURE 9000 integration software. Is there a tool or utility I can use for troubleshooting? During the integration software installation, the insaller provides Pelco.Diagnostics.SWH.exe that can help with troubleshooting. The utility is in C:\Program Files\Tyco\Pelco. How can I find the version number of Pelco VideoXpert? The Pelco VideoXpert version number can be found in the Admin Portal under the Devices tab. Versions for other Pelco devices can be found using Device Utility or Pelco Utilities. Visit to download these applications. What is the default poll time? The default poll time is 20 minutes. The value can be changed by editing the Pelco Video Server, under the Poll Period field. The minimum supported poll time is 4 minutes. Pelco Video Server / Software House 13

14 Pelco by Schneider Electric USA (800) Tel (800) Fax +1 (559) International Tel Schneider Electric. All Rights Reserved. All trademarks are owned by Schneider Electric Industries SAS or its affiliated companies.

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