Common Troubleshooting Cases

Symptom

After a camera that supports intelligent encoding or SuperCoding is connected, video stuttering occurs during live video viewing and recording playback on the LDU.

Possible Causes

The intelligent encoding or SuperCoding function has been enabled for the camera on the LDU.

Solution

1. Log in to the LDU as the admin user. ( Logging In to the LDU)
2. Click in the upper left corner to access the main menu.
3. Choose Camera Management > Video > Video Encoding.
4. Click the camera to be configured in the camera list.
5. On the Main Stream tab page, check whether the check box next to Intelligent is selected, as shown in Figure 6-58.
   Figure 6-58 Camera management page
   
   • If so, go to 6.
   • If not, contact technical support.
   

   The SuperCoding function is available only for some camera models.

6. Deselect the check box next to Intelligent and click Save.
7. Check whether the fault is rectified.
   • If so, no further action is required.
   • If not, contact technical support.

Symptom

After you add an IVS1800 to the iClient S100, connect a camera to the IVS1800, and view live video from the camera, streams fail to be pulled repeatedly on the live video viewing page.

Possible Cause

The iClient S100 client version does not match. For details about the iClient S100 client version matching the HWT-IVS1800, see Obtaining Reference Documentation.

Solution

Perform the following steps to upgrade the iClient S100 version and then view live video from the camera:

1. Visit the HOLOWITS website, and search for and select iClient S100.
2. Download and install the iClient S100 software package by referring to Downloading and Installing the iClient S100.
3. Log in to the iClient S100 and check whether live video streams can be properly pulled.
   • If so, no further action is required.
   • If not, contact technical support.

Symptom

When you play back a recording on the Playback tab page of the iClient S100, the time superimposed on the image is different from that displayed on the timeline.

Possible Causes

• The time zone of the camera is different from that of the server.
• NTP is not enabled for the camera.
• The NTP server parameter of the camera is incorrectly set.

Solution

1. Check whether the camera and the server are in the same time zone.
   1. Log in to the OMU portal as the admin user. ( Logging In to the OMU portal)
   2. Choose System > Time Configuration.
   3. View and record the time zone of the server, as shown in Figure 6-59.
      Figure 6-59 Time zone information
      
   4. Log in to the camera web system as the admin user. ( Logging in to the Camera Web System)
   5. Choose Settings > System > Time.
   6. Check the time zone of the camera, as shown in Figure 6-60.
      Figure 6-60 Time zone information
      
   7. Check whether the camera and the server are in the same time zone.
      • If so, go to 2.
      • If not, change the time zone of the camera to that of the server, and go to the next step.
   8. Check whether the fault is rectified.

      If so, no further action is required. If not, go to the next step.

2. Check whether NTP is enabled for the camera.
   • If it is an HWSDK- or ONVIF-compliant camera, log in to the corresponding OMU portal and check whether camera NTP synchronization is enabled.
     1. Log in to the OMU portal as the admin user. ( Logging In to the OMU portal)
     2. Choose System > Advanced Configuration.
     3. Set NTPIPC to 1, as shown in Figure 6-61.
        Figure 6-61 Checking the NTPIPC value
        
     4. Check whether the fault is rectified.

        If so, no further action is required. If not, go to 3.

   • If it is a GB/T 28181-compliant camera, log in to the camera web system and check whether NTP is enabled.
     1. Log in to the camera web system as the admin user. ( Logging in to the Camera Web System)
     2. Choose Settings > System > Time.
     3. Check whether Calibration mode of the camera is set to NTP.

        If so, go to 3. If not, go to the next step.

     4. Configure NTP time synchronization, as shown in Figure 6-62.
        Figure 6-62 Configuring NTP time synchronization
        
     5. Check whether the fault is rectified.

        If so, no further action is required. If not, go to 3.

3. Check whether the IP address of the NTP server set in the camera web system is the same as that of the device.
   • If not, change the IP address of the NTP server in the camera web system and check whether the fault is rectified.

     If so, no further action is required. If not, contact technical support.

   • If so, contact technical support.

Symptom

When you log in to the iClient S100, select an online camera and search for its server recordings, the system displays a message indicating that no recording is found. The recording plan settings and execution status of the camera are normal, and each module of the server is running properly.

Possible Causes

• The time or time zone of the server is different from the actual time or time zone.
• The time zone of the computer where the iClient S100 is installed is different from that of the server.

Solution

1. Check whether the time and time zone of the server are the same as the actual time and time zone.
   1. Log in to the OMU portal as the admin user. ( Logging In to the OMU portal)
   2. Choose System > Time Configuration.

      The page shown in Figure 6-63 is displayed.

      Figure 6-63 System time
      
   3. Check whether the time and time zone of the server are the same as the actual time and time zone.
      • If so, go to 2.
      • If not, correct the time and time zone of the server and go to the next step.
   4. Check whether the fault is rectified.

      If so, no further action is required. If not, go to the next step.

2. Check whether the time zone of the computer where the iClient S100 is installed is the same as that of the server.
   1. Log in to the computer where the iClient S100 is installed.
   2. Click time in the lower right corner of the desktop. In the window that is displayed, click Date and Time Settings.
   3. Check whether the computer and the server are in the same time zone.
      • If so, contact technical support.
      • If not, change the time zone of the computer to that of the server, and go to the next step.

3. Check whether the fault is rectified.

   If so, no further action is required. If not, contact technical support.

Symptom

When you attempt to add a camera by following the wizard, the verification fails repeatedly.

Possible Causes

• The user name and password configured for adding the camera are different from the actual ones.

  If the user name and password fail to be verified for five consecutive times, the system automatically locks the account for 5 minutes by default. During the lockout period, the camera cannot be added.

  The causes of the incorrect user name or password are as follows:

  • The user name and password are not changed, but either or both of them are incorrectly entered when you add the camera following the wizard. As a result, the verification fails.
  • The user name, password, or both have been changed. However, you still entered the old user name or password to add the camera. As a result, the verification fails.
• The camera software version is earlier than the required. In this version, the HWSDK protocol uses an insecure RSA encryption suite. By default, the device does not support connection to HWSDK-compliant cameras using the insecure RSA encryption suite.

Solution

• Wait for 5 minutes and enter the user name and password again.
  • If the camera is successfully added, no further action is required.
  • If the fault persists, the camera password may have been changed. You are advised to log in to the camera web system, reset the password, and add the camera again.

    The account may be locked again after multiple failed attempts. You are advised to wait for an account lockout period after changing the password. Then add the camera again.

• Log in to the OMU portal and set HW-INIT_FORBID_RSA to 0.
  

  If the insecure RSA encryption suite is not disabled, security risks exist. You are advised to disable the insecure RSA encryption suite and upgrade the camera version.

  1. Log in to the OMU portal as the admin user. ( Logging In to the OMU portal)
  2. Choose System > Advanced Configuration.
  3. Set HW_INIT_FORBID_RSA to 0, as shown in Figure 6-64.
     Figure 6-64 Enabling the access from cameras using the insecure RSA encryption suite
     

Symptom

After the device is powered on, the system stays on the startup initialization screen for more than 10 minutes. The fault persists after the device is restarted for multiple times.

Possible Causes

The system program of the device is damaged.

Solution

Contact the service provider.

Symptom

After the device is powered on, the power indicator is off and no startup screen is displayed. The fault persists after the device is restarted for multiple times.

Possible Causes

• The power adapter has no power supply or is damaged.
• The device is damaged.

Solution

1. Check whether the power adapter is properly connected to the device.
2. Check whether power is properly supplied to the socket.
3. Contact your service provider if the items in the preceding checks are normal (indicating that the device may be damaged).

Symptom

• The device restarts repeatedly after being powered on.
• The device restarts repeatedly during use.

Possible Cause

The system program of the device is damaged.

Solution

Contact the service provider.

Symptom

After the partitions mmcblk0p4 to mmcblk0p8 are merged into one, you press and hold the reset button on the panel to restore the factory settings. Then you cannot log in to the HWT-IVS1800 (no buzz generated during the startup).

Fault Locating

Conclusion

The partition table modification during secondary development causes the inconsistency between the actual partition configurations in emmc and the configurations required by the fixed partition table in golden. After the factory settings restoration, the configurations in fstab are changed. As a result, partitions in the file system fail to be mounted, and the Linux system that enters the emergency mode cannot be logged in to using SSH.

Solution

Run the parted command to restore partitions in emmc based on the original HWT-IVS1800 partition scheme.

parted -s /dev/mmcblk0 mkpart p4 ext4 4608MiB 5632MiB
parted -s /dev/mmcblk0 mkpart p5 ext4 5632MiB 6656MiB
parted -s /dev/mmcblk0 mkpart p6 ext4 6656MiB 13312MiB
parted -s /dev/mmcblk0 mkpart p7 ext4 13312MiB 23552MiB
parted -s /dev/mmcblk0 mkpart p8 ext4 23552MiB 29696MiB

Do not run the fdisk command to restore partitions. Otherwise, the module for restoring factory settings cannot obtain partition names when invoking parted -l -s. As a result, the Linux system enters the emergency mode.

The partition list after restoration is as follows:

Device Start End Sectors Size Type
/dev/mmcblk0p1 2048 1048575 1046528 511M Linux filesystem
/dev/mmcblk0p2 1048576 5242879 4194304 2G Linux filesystem
/dev/mmcblk0p3 5242880 9437183 4194304 2G Linux filesystem
/dev/mmcblk0p4 9437184 11534335 2097152 1G Linux filesystem
/dev/mmcblk0p5 11534336 13631487 2097152 1G Linux filesystem
/dev/mmcblk0p6 13631488 27262975 13631488 6.5G Linux filesystem
/dev/mmcblk0p7 27262976 48234495 20971520 10G Linux filesystem
/dev/mmcblk0p8 48234496 60817407 12582912 6G Linux filesystem