Sensormatic | Intellex | Troubleshooting guide | Sensormatic Intellex Troubleshooting guide

Troubleshooting Guide
Network Client™
Troubleshooting Guide
The first section of this guide answers some frequently asked questions (FAQs) about the
operation of Intellex and the Network Client software. It also addresses common issues when
installing Intellex and Network Client on an existing corporate network or on a private network.
The second section provides a troubleshooting guide that helps you identify possible solutions
to Network Client problems.
Part Number 8200-0240-9900 A0
Network ClientTM
The information in this manual was current when published. The manufacturer reserves the
right to revise and improve its products. All specifications are therefore subject to change
without notice.
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©Copyright 2003 Sensormatic Electronics Corporation
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Part Number 8200-0240-9900 A0
Troubleshooting Guide
What does Network Client 3.1 do now?
With new 3.1 features for both Intellex and Network Client, operation and usability is
improved over their 3.0 predecessors. The following new Intellex 3.1 features can now
be setup and operated remotely by Network Client 3.1: selectable camera rates, covert
camera, improved security, activity logging, enhanced search tools, and enhanced text
search. You can setup parameters, control domes, review recorded video, text and
audio, and view live video.
What is Camera Selectable Rate?
The Camera Selectable Rate feature allows control over recording priority for
individual cameras (a maximum of 30 ips can be assigned to an individual camera).
The record rate is selectable for minimum, normal, and alarmed recording.
What are some of the new search tools?
You can now set video search filters for object size, speed, and motion direction. You
can also perform advanced text searches with exception conditions that search the
database and also trigger alarms.
What kind of information can I expect to receive from Event Notification?
Network Client 3.1 has the ability to notify its user of alarms and events at each
Intellex as each one is generated.
Although I have setup my Network Client PC to receive event notification from Intellex units, I
haven’t received any alarms or events.
Port 5003 needs to be specified in the Network Client Remote Instrument Setup
window, when each Intellex unit is added, so Network Client can receive notifications
from Intellex units.
What is Motion Exception?
Intellex and Network Client now give you the tools to evaluate motion based on type
of motion: size, direction, and speed. Motion Exception, for example, can detect
unusual activity in parking garages, with cars moving against traffic, while ignoring
people walking against traffic. Airport cameras may ignore people walking slowly,
but may generate alarms when a person is running.
What kind of enhancements can I expect in dome control?
The Camera Control selection for each camera now includes the Pelco Matrix
Switcher. This enables Intellex and Network Client users to perform PTZ (pan, tilt,
zoom) and other telemetry functions using the existing Dome Control GUI.
Network ClientTM
Will Network Client still work with previous versions of Intellex software even though they run on
different operating systems?
Yes. Network Client 3.1 is backward compatible with previous versions of Intellex
software. Although Network Client 3.1 will work with previous Intellex versions, it is
limited to the features available in that Intellex.
I used Network Client to remotely setup alarms at an Intellex unit, but it appears some of the
alarms are not working.
Too many video analysis filters may cause overload and force some of the filters to
function at lower than 7.5 ips, causing them to not work. While 7.5 ips is the minimum
recommended rate of images per second, higher rates are recommended for improved
performance. If you use selectable rates, you can give a specific camera 7.5 ips as a
fixed rate.
When I connected with an Intellex unit and attempted to view live video displays at that unit, I was
unable to view them.
Check to confirm that Network Client is correctly connected with the Intellex unit and
cameras in the Remote Instrument Setup dialog. If settings are correct, then check
Display Configurations. Some computers perform better for this function when
DirectDraw is disabled.
When I attempted to build criteria to perform an advanced text search, it didn’t work.
Advanced text search in Network Client 3.1 offers more criteria than text search in
previous versions. Be sure that you enter information in all boxes and select all
options to activate advanced searches. For example, remember to name the search,
enter the information you want to match, and select a search direction (e.g., forward
or reverse). If you use numeric values, indicate less than, greater than, equal to,
between, found, or a string, as needed.
I setup Event Notification for an Intellex unit, and now I’m receiving alarm notifications in the
Event Log list. How do I quickly view an alarm’s live view?
Double-click on the alarm notification item you want to view from the Event Log list.
A live view showing the view from that camera is displayed in the pane to the right of
the event list.
Can I be alerted for incoming alarms, without having to open up the Network Client software?
Set the Event Notifier to stay on (use Main Menu/Settings/Views/Events). Then, if
you want to see incoming alarms, even when Network Client is not running, rightclick on the Network Client icon in the PC icon tray to select Notification and choose
your icon notification options (audio and flashing alarm icons).
Troubleshooting Guide
How many Intellex units can I attach to a Network Client?
Network Client supports as many Intellex units as you can attach to your network.
Adding Intellex and Network Client units may affect general network performance,
but not any more than adding other types of computer equipment to the network.
Performance depends on how much video data you retrieve over the network. The
number of concurrent Network Client live video connections is limited to five with
DV16000 or two with DV8000 to prevent performance degradation to unworkable
Why am I having difficulty setting up Intellex units on my network via Remote Instrument Setup?
For more reliable results, use IP addresses, instead of instrument names.
Live Video display on the Intellex switches to the camera selected by Network Client.
Update the TouchTracker software.
The Intellex video screen flickers as the camera is controlled from Network Client.
Update the TouchTracker software.
When using TouchTracker dome control from Network Client, there’s no Intellex MUX control from
Setup a serial connection to the Intellex using the COM 2 MUX port for TouchTracker.
I am using Network Client 3.0 and having trouble receiving live video from Intellex 3.1.
Network Client 3.0 does not reliably connect to the Intellex 3.1. Upgrade your
Network Client software to version 3.1.
Will Network Client still work with previous versions of Intellex software even though they run on
different operating systems?
Yes. Network Client 3.1 is backward compatible with previous versions of Intellex
Network Client 3.1 seems to work fine with previous Intellex versions, but not all the features are
Although Network Client 3.1 will work with previous versions, it is limited to the
features generally available within the earlier version of Intellex.
Can I connect an Intellex unit and a Network Client directly using a CAT 5 crossover cable?
An Intellex unit and Network Client can be connected directly using a crossover
cable. However, we recommend using standard network cables and a network hub or
Can I use IPX on my network for Network Client operation?
No. Intellex and Network Client use TCP/IP to communicate. Therefore, your
network must support TCP/IP. You must also install the TCP/IP protocol stack.
Network ClientTM
Can I browse the Internet using Network Client?
This version of Network Client supports LAN, WAN, and dial-up network
configurations. The Internet may be part of your network topology and you can
access Intellex units through the Internet.
Can I access an Intellex on my network remotely using a laptop computer with a modem?
Yes. You can use a modem to access a corporate or private network with Intellex units
connected or to call an Intellex unit directly if it is equipped with a modem.
Can I view video from one Intellex unit at more than one Network Client workstation?
Yes. Any Network Client can retrieve video and alarm information from any Intellex
that it can connect to. Setup, alarm retrieval, and video retrieval is limited to one
Network Client at a time. While at least two can access setup simultaneously, they
cannot access the same menu item at the same time.
The Live Remote video capability of Intellex and Network Client supports multiple
simultaneous connections. Intellex performance is degraded if more than two
Network Clients are displaying live video from the same Intellex DV8000, and if more
than five Network Clients are displaying live video from the same Intellex DV16000.
The maximum connection restrictions have been set at these values.
I’m using remote Touch Tracker dome control from my Network Client and noticed that the Intellex
video display flickers when I move the camera through the Network Client remote dome controls.
It may be that the Touch Tracker firmware needs to be updated.
Will sending live video over my network affect network performance?
That depends on how much bandwidth is available on your network and how you
use Network Client. Intellex and Network Client use the same protocols for sending
digital video data as common office applications. Live video is scaled and compressed
before transmission to minimize the network bandwidth requirements.
Bandwidth usage ranges from less than 2000 bytes/sec to about 200,000 bytes/sec but
it is typically less than 20,000 bytes/sec, which is a fraction of one percent of a
100BASE-TX network.
The actual data rate is displayed in the upper right corner of the Live Display
window. Bandwidth usage can be controlled with the Bandwidth Limiter
Configuration feature in Network Client.
Troubleshooting Guide
How much data will you send over my network?
Live Video display uses from 2,000 bytes/sec to 200,000 bytes/sec, depending on the
image content and the Network Client Live Camera Settings. If not enough
bandwidth is available, video frames are dropped to accommodate the bandwidth.
Retrieval of recorded video files can use more bandwidth, but only for the duration of
the download. The size of the download is displayed before the download begins and
the download can be terminated at any time without losing data that has already been
How much video download bandwidth will Intellex/Network Client use on my network?
On a private 100BASE-TX network with no other traffic, Network Client uses from 6%
to a maximum 12% of network bandwidth during video clip downloads.
On a corporate network, bandwidth is usually allocated by the server or servers, and
is affected by network topology and installed equipment. Intellex and Network Client
do not monopolize network bandwidth over sustained periods.
My network consists of numerous mainframes located worldwide. Can I still install Intellex and
Network Client?
Yes. As long as your network supports TCP/IP and any firewalls are configured
properly, the Network Client can connect to the Intellex.
Can Intellex and Network Client perform on a Wide Area Network (WAN)?
Yes. As long as the IP address or the host name can be resolved and routed, the
Network Client can connect to the Intellex.
What must my MIS staff do to install and configure Intellex and Network Client on my network?
This depends on the network configuration and the location of the Intellex and
Network Client units. It may be as simple as providing hook-ups to the network. If
needed, the MIS staff must provide logon capabilities and set up access capabilities
between network domains. They may use subnetting to isolate video traffic from
other parts of the network. If firewalls are used, MIS must properly configure the port
addresses in Intellex, Network Client, and the firewall.
How do Intellex and Network Client establish communications?
Intellex itself does not send any messages. Network Client "pings" or checks the local
area network for the Intellex units entered in the Remote Instruments list. You can
click on a unit in the Sites window to ping an individual Intellex unit. Network Client
also pings units when you select Refresh Instruments in the Action menu.
Can I retrieve more than one video clip from an Intellex unit at the same time?
Only one Network Client can retrieve video from one Intellex at a given time.
Multiple camera video segments can be retrieved simultaneously within that time
Network ClientTM
What is the maximum that can be downloaded from an Intellex unit?
1GB. This limit prevents network saturation. If you try to retrieve more, an error
message appears and video retrieval is not allowed.
Can I run the Network Client as a multi-user application from a server on my corporate network?
No. Each Network Client, and its unique PID, must be installed on each computer
that uses it.
What are the system requirements for Network Client operation?
Refer to Minimum System Requirements in the Network Client Installation and
Operating Instructions.
Can I assign IP addresses using DHCP?
Yes. As long as the name resolution services of the network are properly configured,
Intellex units are found by host name.
The Intellex unit or the Network Client unit does not appear on the Windows Network
Neighborhood screen. Is this a problem?
Intellex and Network Client units do not have to appear on this screen, because they
communicate at a different level than other computers on your network. To verify that
these units can communicate, use the Ping network program from your computer's
MS-DOS prompt. For example, with “” as the IP address of the
Depending on the network configuration, you can also use the unit's ID name with
Ping to verify communication.
How much space is required by the Network Client software?
The software and help files require less then 10MB of hard disk space. However, you
should have at least 2GB available to store the video segments retrieved from the
Intellex units.
Can I retrieve sound with the video?
Yes. Network Client allows retrieval of recorded audio input associated with recorded
video at the remote Intellex unit (with Premier Intellex units).
I am currently using Network Client 1.0. Is my video database compatible with Network Client 3.1?
Your Network Client 1.0 database must be converted to the Network Client 3.1
format. After you install Network Client 3.1, run the conversion utility by selecting
Start/Programs/Network Client/Convert Database.
Troubleshooting Guide
I cannot connect to my Intellex 1.6 units on my network. What's wrong?
Network Client 3.1 is only compatible with Intellex 2.2 or later software. If you have
an Intellex 2.0 unit, it should be upgraded to version 2.4 software. Intellex 1.6 units
are not compatible with Network Client 3.1 and cannot be upgraded.
I cannot see any live video on my Network Client system.
The default display protocol for Network Client is DirectDraw. However, some
combinations of graphics card and operating system do not support DirectDraw. You
can change the display protocol to bit map by turning off (uncheck Enable)
DirectDraw in Setup, Display Configuration in Network Client.
How long does it take to retrieve video clips?
A 5 minute video clip recorded at 30 images per second can contain 20MB to 40MB of
data. Downloading this amount of data requires:
• 1-2 minutes on 100BASE-TX or lightly loaded 10BASE-T, or
• 5-10 minutes on a busy 10BASE-T, or
• 1-3 hours over dial-up.
What kind of refresh rate can be expected for live video over dial-up?
Depending on the image content, the line quality, and the Network Client display
settings, two images per second to several seconds per image is possible.
Video playback looks like it is in slow motion, especially when there is audio.
Check the following on your computer:
• Does it meet minimum platform requirements? A faster CPU or more memory
can help.
• Is DirectDraw supported? If not, turn it off.
• Does your audio card need upgrading?
Network ClientTM
Installation and Operating Instructions
If a problem occurs, review the manual section covering the activity associated with
the problem. If necessary, consult the Troubleshooting Guide on the following pages.
If the problem cannot be solved, you may have to contact your dealer or the factory.
When you call for support, the representative will ask you to provide specific
information about the installation. To save time, spend a few minutes getting
Before calling Technical Support, write down the following information:
• The serial number of your Network Client software.
• The software version as shown on the About screen.
• The version number of the Intellex involved.
• The make and model of each piece of hardware connected to the Intellex and the
Network Client computer.
• The operating system that Network Client is running on.
• Approximate date of purchase and of installation.
• The exact text of the error message (if any).
• The symptoms you have observed.
NOTE: Please do not return any product to the factory without obtaining a Return
Authorization (RA) number. Failure to do so can result in a significant delay in
processing your repair. To obtain an authorization number, contact Technical
In Case of Trouble
Network Client™
Troubleshooting Guide
Possible Causes
Problems Connecting
Suggested Action
Intermittent connection
between Network Client
and an Intellex.
The name resolution
services of the network are
slow or not configured
Use the IP address of the
Intellex instead of the unit
Intellex and Network Client
will not connect.
There is a problem with the
Access the status screen on
the Intellex unit. If
Unavailable appears next to
Network, refer to the Intellex
Troubleshooting Guide.
There is a problem with the
network hardware or
Use the Ping network
program to check if the
hardware is working
correctly. If this works,
contact your MIS
department for assistance.
An incompatible version of
the Intellex software is
installed on the Intellex unit.
Check the software version
on the Intellex unit (see
Intellex Operating
Instructions). If it is not v2.1
or higher, upgrade the
A login ID or user
name/password is required
on some networks.
Contact your MIS
department to configure this
on your Network Client
You may have installed the
network card driver twice,
even though only one
network card is present.
Contact your IT
administrator about
deleting both drivers on the
Network Client computer
and re-install the correct
driver just once.
In Case of Trouble
Installation and Operating Instructions
Troubleshooting Guide
Possible Causes
Problems Connecting
Intellex and Network Client
will not connect.
A power surge may have
affected network operation.
Connect your Network
Client and the Intellex unit
as a private network. If this
works, contact your MIS
department to reset your
network accordingly.
Network maintenance may
have affected network
Connect your Network
Client and the Intellex unit
as a private network. If this
works, contact your MIS
department to reset your
network accordingly.
The Intellex unit does not reconnect after you disconnect
and try to connect to the
Network Client.
You are using the DHCP to
assign the IP address to the
Network Client computer.
Contact your MIS
department to assign static
IP addresses to all Intellex
After installing new
hardware, the Network
Client computer does not
function correctly.
The new hardware was
installed or configured
Reconfigure the hardware
and its driver.
The hardware installation
corrupted one or more
Windows files.
Reinstall any of the
Windows operating systems
supported by Network
Cannot see live video or
Network Client crashes
when Live Display selected.
Graphics card or driver not
compatible with
Check Settings tab in
Display Properties for True
Color (32-bit).
Suggested Action
Reinstall hardware.
Disable DirectDraw on the
Display configuration menu.
In Case of Trouble
Network Client™
Troubleshooting Guide
Possible Causes
Problems Connecting
Cannot connect to Intellex
through dial-up.
The dial-up settings are not
configured properly for the
operating system of the
Network Client host.
Suggested Action
Refer to the Dial-up
Networking settings for your
operating system in
Appendix A of the Network
Client Installation and
Operating Instructions.
Check that the Server type is
set to Default, and that the
“Enable software
compression” box has been
checked and the “Require
Encrypted Password” has
been cleared.
Problems With Dome Camera Control
Video OK; no camera
In Case of Trouble
Dome camera not equipped
with control functions
Install a control-capable
dome camera.
Dome PTZ control not
Check dome PTZ power.
Camera not configured for
PTZ dome camera control
Set Camera Control Type to
Dome using the Intellex
Camera Setup dialog.
Camera not correctly
connected to Touch Tracker
Review camera connection
at Touch Tracker.
Touch Tracker not properly
connected to Intellex.
Review camera connection
at Touch Tracker.
Installation and Operating Instructions
Troubleshooting Guide
Possible Causes
Suggested Action
Problems With Dome Camera Control
Video poor; camera control
poor or intermittent
Faulty camera sync or video
Exchange affected camera
with known good camera.
Ground loop (improper
Check camera ground
Check AC wiring with
appropriate AC line
diagnostic tool.
Video OK; camera control
poor or intermittent
Electrical interference
Check for noise sources at
Touch Tracker and camera
Check AC wiring with
appropriate AC line
diagnostic tool.
Problems with Intellex or Network Client Camera Control
Video OK; no camera
Touch Tracker faulty or
incorrectly installed
Check all Touch Tracker
Check that the Intellex and
the Touch Tracker are
connected correctly.
Incorrect wiring to camera
control system
Check power to camera
control system.
Check wiring from Intellex
to camera control system.
Incorrect information
entered during setup
Check for correct Camera
Control Type in the Intellex
Camera Setup dialog.
Check for correct Controller
Number, Camera Number
and other information in the
Configure Dome dialog.
In Case of Trouble
Network Client™
Troubleshooting Guide
Possible Causes
Suggested Action
Problems with Intellex or Network Client Camera Control
Video OK; no camera
Camera Control software
component missing or
Reinstall the Camera
Control software
No preset operation
Presets not supported by
camera control system.
Replace camera control
No video signal; no camera
Camera power is missing or
faulty video connections
Check camera power and
video connections.
No video signal; camera
control OK
Faulty video connections
Check video connections.
Lens iris completely closed
Open iris using the Camera
Control function.
Incorrect information
entered during setup
Check for correct Camera
Control Type in the
Transmitter Cameras dialog.
List contents of the dialog;
try to reproduce the
problem; note exact
sequence of events leading
up to system fault; then
contact Factory Technical
Windows™ system fault
dialog appears
In Case of Trouble
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