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MAXPRO NVR. Troubleshooting Guide
MAXPRO NVR. Troubleshooting Guide
Troubleshooting Guide
2.0 October 13, 2011 Updated the “MAXPRO NVR Wizard” section and the “Application Notes” section.
3.0 January 27, 2012 Removed the “Application Notes” section and updated the “General” section.
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TR O U B L E S H O O T I N G M A X P R O N V R
Overview
OVERVIEW
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This document is a guide to troubleshoot common problems that might arise while
working with the MAXPRO NVR Software-Only solution and MAXPRO NVR Single-
box solution. This 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\MaxproNvrQuic
kWizard.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.
DISK MANAGEMENT
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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.
GENERAL
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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.
Solution
On changing IP address mode from DHCP to Static, Viewer has to be closed and
reopened.
VIEWER
Solution
Solution
Check the cable connection to the NVR box.
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
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.
.
TRINITY CONTROLLER
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Controller appears offline on the status bar
Cause
• TrinityController service is not running.
• Network connection between Server and Viewer computers might not be proper.
Solution
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.
Solution
Reload the device from the device tree or do a refresh from device. If the problems
persists, restart TrinityController service
NEOSTORAGE SERVER
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None of the camera comes online and Playback does not
work. Additionally, the Windows Event Viewer, displays
frequent logs of NeoStorageEngine.exe crashing and
getting restarted
Cause
The system.xml or rules.xml might have been corrupted (went blank) for
NEOStorageEngine in the Path C:\Program
Files\Honeywell\MaxproNVR\TrinityFramework\bin\REIPEngine.
Solution
CONFIGURATOR
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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.
LOCALIZATION
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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 available on the DVD
contents to update the language.
Solution
Reinstall MAXPRO NVR. The required dlls get generated.
INSTALLATION
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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
Click on OK button of the message to proceed.
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.
Solution
You have to change the recording path manually to C drive from the system page &
restart the REIPEngine service.
www.honeywellvideo.com
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