XI'AN NOVASTAR TECH CO., LTD

Transcription

1 Content SYSTEM TROUBLESHOOTING GUIDE TERMINAL, OPERATION AND MAINTENANCE PROGRAM SUPPORTS THE LIST OF OPERATING SYSTEM VERSIONS 3 2 HANDLING OF NETWORK SECURITY PROMPT WHILE ACCESSING TO SERVER WEB PAGE ACCESS FAILURE SOFTWARE NOT STARTED NORMALLY CHECK IF SOFTWARE IS ADDED TO THE FIREWALL EXCEPTIONS Add application programs to Windows XP firewall exceptions Check and add application programs to Windows 7 firewall exceptions CHECK AND ADD APPLICATION PROGRAMS TO OTHER SOFTWARE TRUST OREXCEPTION LISTS NET FRAMEWORK AND ITS VERSIONS ABNORMAL NETWORK COMMUNICATION CHECK IF THE PORT IS ADDED TO THE FIREWALL EXCEPTION OR TRUST LIST CHECK IN THE LAN THERE IS NO MONITORING DATA FOR ONLINE TERMINALS ADOPTING M3 CONTROL SYSTEM CHECK IF THE TERMINAL REGISTRATION HAS ENABL ED MONITORING CHECK WHETHER TERMINAL CONNECTION M3 SYSTEM IS NORMAL CHECK IF THE MONITORING SERVICE HAS BEEN SET TO AUTOMATIC DETECTION MODE THE TERMINAL AND MC-GO CAN NOT CHECK THE TIME MEDIA CONVERSION FAILED SCHEDULE RELEASE OR TERMINAL DOWNLOAD IS UNRECOVERABLE AND FAILED... 18

2 10 TERMINAL CANNOT FIND THE WEBCAM DEBUGGING OF NETWORK CAMERA(YIVIEW) DEBUGGING OF USB CAMERA THE REGISTERED TERMINALS CANNOT BE SEEN ON MC-GO UNABLE TO EXPORT LOG STATISTICS BLANK SCREEN... 20

3 System Troubleshooting Guide Although Nova has designed a good architecture and using method to reduce the system using difficulty to the maximum extent, due to the complexity of the system, there will be some problems caused by some more subtle reasons. A part of these problems shall be shown in the form for trouble shooting guide in this manual based on the long-term validation and summarization of Nova Technology. For updated troubleshooting guide information, please log in the portal of Nova at or call Nova. 1 Terminal, operation and maintenance program supports the list of operating system versions Versions above SP3 of Windows XP 32-digit,64-digit version of Windows 7 2 Handling of network security prompt while accessing to server NovaCloud use HTTPs as safe connection to transfer data to guarantee the security of network communication content and NovaCloud system. HTTPS communication needs the backup of certification which is usually distributed by authorized agency to identify the server, during which the HTTPS communication is used to protect the authorization from attack. For NovaCloud system, the identity of server is approved and the IP address of server deployed on Internet is definite as well. Besides, it is unlikely that

4 other servers at the same IP address are running simultaneously. Thus, the application for certificates issued by specialized agency is not required, and NovaCloud has its own certificate. As NovaCloud uses its own certificate, the browser, when opening the NovaCloud URL, will prompt the used security certificate is invalid, please complete the following: add an exception -> obtain the Certificate -> add an exception, and then you can normally access. The above prompts will appear each time the browser reruns. The following is an example of the FireFox browser: Fig. 2-1 Firefox browser HTTPS connection warning

5 Fig. 2-2 Add a certificate exceptions (II) The examples of IE8 are as follows: Fig. 2-3 IE browser HTTPS connection warning 3 Web Page Access Failure Current server's Web supports the browsers of IE8 or above, but some problems may appear at small places during the use of IE8 and IE9, such as selection unavailable in the drop-down list box

6 or information display incomplete in Web page during the use, so we recommend customers to use Google or Firefox. 4 Software not started normally The management center software and terminal software are often intercepted by antivirus software when they start up, so that they cannot normally start. In order to avoid this problem, add the system software to the antivirus software trust list. The following lists the steps of adding to the trust lists of Windows XP firewall and Windows Check if software is added to the firewall exceptions Add application programs to Windows XP firewall exceptions 1) Open windows firewall Click on Start Setting Control Panel windows firewall,or Security Center > windows firewall in turn,to open the firewall.

7 Fig. 4-1 Windows XP Firewall 2) View the firewall state If the firewall is in the closing state, and it is not intended to enable the firewall, end up the operation of setting firewall trust. If it is intended to enable firewall, please click "exception" option to conduct the next step of operation. The exception option window is as follows.

8 Fig. 4-2 Windows XP exception option window 3) Add exceptions Click on Add application program button,and in the program list, search for the application program to be added. After finding the application program, check if the application program path is correct. If the application program path is not correct, click on Browse to add the application program again, and if the application program path is correct, click OK.

9 Fig. 4-3 Add exceptional program Add all application programs related to the terminal software(marssite): LCT 2nd generation service:lctserverprovider LCT 3rd generation service: MarsServerProvider. MarsSite main process:marssite.exe Software dog:novasoftwaredog.exe Playback software: NovaStudio2012.exe Management software : MC-go Check and add application programs to Windows 7 firewall exceptions 1) Open firewall setting window

10 Click on Start Control Panel System and Security Windows firewall,to open firewall setting window. Fig. 4-4 Windows 7 firewall 2) If the firewall is closed, end up the operation of adding application program to exception. 3) Add exceptions a) Open the firewall setting window ; b) Left click on the link of "allow a program or function to pass through windows firewall", to open the window for setting "allowed program" ;

11 Fig. 4-5 allowed program c) Click on allow another program button to open the "add a program" window, and then click on Browse to select the program to be added to firewall exceptions, and then click on add.

12 Fig. 4-6 allow another program d) Click "OK" to complete the adding programs to exceptions. 4.2 Check and add application programs to other software trust orexception lists If other anti-virus software (such as Rising, Jinshan drug tyrants, Avira, Kabasiji) and firewall (such as Rising Firewall, Skynet, etc.) is installed, please according to the actual situation, check and add terminal software and service process to antivirus software or firewall software trust lists. 4.3 NET Framework and its versions Operation and maintenance program and terminal software running environment requires Microsoft NET Framework 2.0, if the operating system environment is not installed with it, the software will prompt the user to install, as follows:

13 Fig. 4-7 The terminal installation package prompts to install the Net Framework2.0 If in your operating system, other versions of NET Framework have been installed, in order to avoid the possible incompatibility, it is recommended to firstly unload.net Framework through the control panel in the Windows operating system before installing the terminal or the MC-go software. 5 Abnormal network communication 5.1 Check if the port is added to the firewall exception or trust list NovaCloud is a software solution based on network that needs backup of network communication. NovaCloud uses port of 443 for HTTPs, 20 and 21 for FTP and internally starts connection for data in FTP Passive mode, in which the scope of ports is between to The above ports must be opened in the firewall, if the network firewall is unable to work properly, please contact your network administrator.

14 5.2 Check in the LAN Please check if the IP set by you in the automatic server configuration guide conflicts with the IP of other equipment. 6 There is no monitoring data for online terminals adopting M3 control system 6.1 Check if the terminal registration has enabl 6.2 ed monitoring As shown in below

15 Fig. 6-1 View terminal 6.3 Check whether terminal connection M3 system is normal Including whether all hardware interfaces in the control system are normally connected. 6.4 Check if the monitoring service has been set to automatic detection mode The monitoring service is the non-automatic detection. If Nova M3 system product is adopted and terminal is online, but MC-go cannot obtain the monitoring data from the server, consider the existence of this problem. If the M3 control system drive service is firstly started before start of control system, or control system is powered off during use or the serial port line contact is bad, it may cause unrecoverable monitoring fault. Open the M3 control system services, as shown in the figure below: Fig. 6-2 Control system service Right-click the icon menu of LCT Service Provider in the task tray, as shown below: Fig. 6-3 Server menu

16 Open the Detect Config menu, as shown in the figure below: Fig. 6-4 Service set Tick off "Auto detect controller", and the server will automatically and periodically detect the control system. 7 The terminal and MC-go can not check the time Windows7 system is the authority control system. Time tick of the terminal or the program can not be realized unless it has administrator authority, or time tick operation writes in will fail. Open the installation path of terminal or the Program, find the executable files and right click, choose "Attribute" and switch to "Compatibility" options tab, tick off "Run this program under the identity of administrator" below privilege level column and click "OK".

17 8 Media Conversion Failed Fig. 7-1 Run as administrator Media conversion failed during distribution of schemes to asynchronous terminal may be caused by the follows: 1) Now asynchronous terminal does not support the videos of the following formats: div2, rmvb (RV40), 3gp (MPEG-4 v) and.rm, so videos of these formats cannot be used. 2) Play schemes and media containing Chinese characters cannot be converted in non-chinese operation system; if the operation system is not in Chinese, the names of schemes and media shall consist of English characters.

18 9 Schedule release or terminal download is unrecoverable and failed The Net Framework version of Windows XP Operating System may be the relatively outdated version 2.0 and needs to install patch SP1 of.net Framework2.0 separately. This patch is located at the Nova Cloud\MarsSite catalogue of Nova Cloud CD under the file name "NetFx20SP1_x86.exe". Run this file to start patch installation. 10 Terminal cannot find the Webcam 10.1 Debugging of network camera(yiview) While there are multiple NICs, the case may be as follows: as different NICs may be located at different network segments, and web camera driver can not send and search for data packets to proper network segments, IP camera can not be found. In this case, temporarily shut down the NIC where the camera is not in, and then search, you should be able to normally find out it. After network camera parameters are well configured, open the other network cards to make sure webcams and network can work normally Debugging of USB camera Please check if the camera drive is correctly installed. 11 The registered terminals cannot be seen on MC-go NovaCloud has the group authority management, where different client (MC-go) accounts may

19 correspond to different group authorities, and if some terminals cannot be seen at the client, it is very possible that this account has not the authority assigned to the group where these terminals are. View the group authority of the account in the server, as shown in the following picture: Fig View the group authorities of account The account zhaoli does not have the group authorities of the group 113/114/115, so that it is impossible for the account zhaoli to view the terminals under the above mentioned groups. 12 Unable to Export Log Statistics When the log statistics cannot be exported, it can be solved by deleting the registry HKEY_CLASSES_ROOT\TypeLib\{ C }\1.6 (office 2003 corresponds to 1.5, and office 2007 corresponds to 1.6). Steps of deleting the registry:

20 Start Run Input "regedit" Unfold HKEY_CLASSES_ROOT Unfold TypeLib { C } Office 2003 corresponds to 1.5, and office 2007 corresponds to Blank Screen When the synchronous terminal is used, the functions of remote desktop or screen lock on the PC of the terminal will affect the display effect, leading to blank screen, which can be recovered by restarting the terminal or waiting to the playing of next media.