Issue Windows Application logs may be requested by Technical Support to assist with a reported issue. Product Line All Product Lines Environment All Microsoft Windows Operating Systems Cause Unspecified cause. Resolution Press WINDOWS + R on keyboard of the Windows system that the report is to be from. The Windows key is usually located between the CTRL and ALT keys and has a picture of a flag on it. Type Eventvwr.exe and click OK Event Viewer will now start. Expand Windows Logs and then right click on Application. Click on Save All Events As... When prompted save the file as an *.evtx file to an accessible location. Email the *.evtx file to your support representative.

Issue Need to capture steps taken to reproduce a problem or a solution Product Line Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Field Devices, OTHER, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Windows 7 Windows 10 Windows Server 2008, 2012, 2016 Cause A series of screen captures will help to demonstrate the steps needed to reproduce a problem or a solution. You can use this tool to capture the steps you take as a problem occurs and send the output to someone so they can see a screenshot of each step. Resolution In Windows click on the Start menu button  Type "PSR" Windows 7 Windows 10, 2012, 2016 Open the Problem Steps Recorder Windows 7 Windows 10. 2012, 2016 Click Start Perform the desired tasks Click Stop Choose a location to save the file output The .zip file will contain a .mht file which can be opened in a web browser The screenshots will appear in order  This will be followed by a detailed output of keystrokes and mouse movements. For additional information please refer to Microsoft webpage on this topic: Record steps to reproduce a problem 

Issue When I/NET interacts with Endura/Digital Sentry, the Video Window can't pop up when swiping a card or an alarm happens. Product Line Pelco, TAC INET Environment I/NET Endura Digital Sentry Cause The Video Window only pops up in Alarm Window, not in Event or Transaction Window. Resolution For card entry, the Video Window needs to be popped up manually by right clicking in the Transaction or Event Window and choose Video. For alarms, the Video Window only pops up in Alarm Window when alarm is active. After the alarm returns to normal or is acknowledged, the video needs to be shown in Event Window.

Issue What camera conditions does Continuum support being shown as a Continuum alarm? Product Line Andover Continuum, Pelco Environment Continuum v2.0 Pelco Video Server Digital Sentry Endura Cause Available documentation is a bit bare on specifically what camera conditions can be monitored / setup to be displayed as alarms in Continuum. Resolution According to the latest Video Compatibility Matrix, only the following video alarms are supported: Video server online/offline Camera video loss (cable connection loss only, not covering of camera lens) Motion detection (per camera) Note: Video loss and motion alarm functionality are not supported on DVX and DVXi Video Servers.

Issue How to enable Continuum site for use with Endura DVRs and cameras. Product Line Andover Continuum, Pelco Environment Continuum V1.91 and above Pelco Endura DVR See the Video Compatibility matrix for supported Pelco Endura products on the various Continuum versions, Cause Want to enable Continuum for use with Endura but unsure which security keys support the addition of the option and what the option provides. Resolution Why is this option required? The Endura -E option for Continuum security keys is required to be able to: Configure VideoServer objects in Continuum to use Endura DVRs. Use VideoAdministrator and VideoMonitor to configure and view Endura cameras. It is not required to be able to configure and view cameras from DigitalSentry DVR's or to view Endura cameras using VideoLayout objects that have already been configured. Which Workstations can have the option added? SU and LAN Cyberstation security keys can be enabled with the Endura -E option. This option cannot be added to the WEBC key for WebClient Servers. If configuring Endura cameras is required, a Cyberstation with the -E option must be used. WebClient browser users are able to use the VideoLayout to view DigitalSentry and Endura cameras. The Endura option is only available through the upgrade process through Repairs. There is no part number to specify to enable Endura at the time of ordering the security key. Once you have the serial number of the key, contact Repairs below. Email:  upgrades.continuum@schneider-electric.com How to tell if the option is enabled? If the system is operating normally (not in Demo Mode), open up a Video Server object. If the key is video enabled it should look like this: If it is not enabled, the Pelco Endura option is not available:

Issue Digital Sentry Product Line with I/NET Seven 2.01 and future revisions. Environment I/NET site with Digital Sentry Cause Digital Sentry working with I/NET software Resolution The following Integral DVR products are compatible with I/NET Seven DS Enterprise - I/NET Seven 2.01 and above DS Enterprise SAVR - I/NET Seven 2.01 and above DS XPress - I/NET Seven 2.00 and above DS Enterprise Hardware –Distributed system –Redundant data hard drives for video storage –Redundant hard drives for operating system –Redundant power supplies –Uses XMUX2 units for video connections Software –Digital Sentry DS Enterprise SAVR Hardware –Single server –Redundant video data hard drives –Redundant operating system hard drives –Redundant power supplies –Uses XMUX2 units for video connections Software –Digital Sentry DS Xpress Stand Alone Hardware –Single server –Non-redundant power supply –Non-redundant operating system hard drives –Non-redundant internal video data hard drives –Optional external redundant video data hard drives Software –Digital Sentry

Issue The Pelco Endura system with cameras at a location and integrating with the TAC I/NET Seven system. Environment Check the system requirements for the version of TAC I/NET Seven and Pelco Endura  Cause Configuration requirements of the Pelco Endura and TAC I/NET Seven are specific for the functionality in I/NET. Resolution Once your Pelco Endura system is configured and the Workstation has discovered all the devices and the System Manager is online with the cameras correctly configured, there are four basic requirements to connect TAC I/NET. Cameras have to have a unique friendly name other than default. Cameras have to have a unique camera number. Netframework 3.5 has to be installed. Windows Media Player 11 has to be installed.   If using I/NET Seven Release 2.40a then the following applies: Once INET and the requirements above are installed the Endura Install can be run. The installer for these files is located on the INET CD in the folder: Support\EnduraSDK. Note: Endura video does NOT work on Windows Vista or Windows 7.   If using I/NET Seven Release 2.40 or above: Dual NIC support is now available. For Endura, 100GB NIC and Router are suggested. 1 for I/O Server, 1  for video   Equipment used: NSMS200 Pelco Endura Network System Manager & Network Video Manager SM5000 Pelco Endura System Manager WS5070 Pelco Endura Workstation with Advanced Management Software WS5000 Pelco Endura Work Station Software package NET5301T Pelco Endura Video Encoder Spectra IV Pelco Camera Visit Pelco.com for more information. Click here to view an extended compatibility matrix for Endura and I/NET.

Issue DVR incorporated with I/NET Seven and Pelco Integral or Digital Sentry Product Line Pelco, TAC INET Environment I/Net Seven Pelco Integral or Digital Sentry DVR CCTV Cause Send back a Integral DVR and it comes back as a Digital Sentry or confusion revisions of I/NET Seven and Pelco Integral of Digital Sentry Resolution This chart to clarifies which versions of I/NET Seven are compatible with which Pelco DVRs: For the latest products (after 2.31 revision) please visit Software and Firmware compatibility matrix for older versions of the traditional product lines which has the most recent Pelco compatibility.

Issue Endura 2 Integration in Continuum V1.92.  Having issues with VideoLayouts not showing the video properly but displaying the date and time properly. Environment CyberStation 1.92 Endura Video Cause Revision incompatibility Resolution See document "Andover Continuum Software and Pelco Video Compatibility Matrix" for video products that can be integrated using Andover Continuum’s video features.

Issue Vista compatibility for video integration in Workstation. Product Line Pelco, TAC Vista Environment Vista Workstation Integral Digital Sentry 4.1/4.2, 7 Cause To pull video into a Vista Workstation front end, the digital recorder software version must be of the correct type and version. Resolution Download TAC Vista Compatibility Matrix for a complete list of Vista compatibility.  < <   5.1.8 5.1.7 5.1.6 5.1.5 5.1.4 5.1.3 5.1.2 5.1.1 5.1.0 5.0.3 5.0.2 5.0.1 5.0.0 Integral Digital Sentry 4.1/4.2 X X X X X X X X X         Integral Digital Sentry 7 X X X X X                   Only Pelco Integral Digital Sentry DVRs are compatible. Individual DVRs are not listed for Vista compatibility because Vista is actually communicating with the Digital Sentry software, which is running as a Video Server.  Ensure the software version is Digital Sentry 4.1, 4.2, or 7, depending on the Vista version.

Issue Video is not displaying or it's displaying with a black screen when using Continuum 1.81, 1.90 and 1.91 with Digital Sentry 4.3 or 7.x Environment Continuum 1.81 Continuum 1.90 Continuum 1.91 Digital Sentry Windows XP Windows Server 2003 Windows Server 2008 Cause Continuum 1.81, 1.90 or 1.91 is incompatible with the Digital Sentry API 4.3 or 7.x  Resolution Use the Digital Sentry version 4.2 Download and install DSConnex hotfix CAUTION: Installing the hotfix for Digital Sentry 7.x slows down videolayout and videomonitor with Digital Sentry units that have v4.2 installed. Increase the amount of virtual memory on the PC to 4096. NOTE: the files that were contained in the hotfix were incorporated into 1.92 and above

Issue Cameras have learned in successfully but live video shows as black or the Video Administrator shows the preview as black. Product Line Andover Continuum, Pelco Environment Continuum Endura Windows XP Windows Vista Windows Server 2003 Windows Server 2008 Cause Live video is showing black because of a configuration issue. Resolution There can be a number of reasons why live video is showing as black in Continuum. Here are some steps to correct or troubleshoot this: Time between devices is not synced. Verify that the controller(InfinintySystemVariable Date), Cyberstation(DateTime Date), and the Endura system(SM) time are all synced. Video Driver or Card. To allow for Sarix cameras in 1.92 changes were made that could cause a standard VGA driver to not display video. Update the standard driver or change the video card. (Test with a different PC which uses a different card) Multicast traffic. Check that the switches on the LAN are broadcasting traffic using multicast. Run the Sherlock utility which is a free codec utility to determine the codec on the Cyberstation and send the results to Product Support. It can be found at the following web site: http://www.free-codecs.com/Sherlock_The_Codec_Detective_download.htm Ensure that the cameras were renamed from the default name in Endura (defaults to camera, but it's actually a null). Ensure that each camera has its own unique non-zero input/channel number. Both of these two items can cause the Continuum camera learn to not be successful and cause issue when trying to access video. Video.log files. Configure the video.log files per How to create a log file for troubleshooting video integration issues in Continuum. Send these files to Product Support for analysis.

Issue When setting up a Video Server the option for Pelco Type 2 (Endura) can not be selected. Environment Continuum V1.91 and above. See the Video Compatibility matrix for supported Pelco Endura products on the various Continuum versions, link: Video Matrix link Cause Continuum requires the security key to be enabled for Endura video to allow this option to be available. Resolution The Endura option cannot be purchased from the Factory.  In order to obtain the Endura option you must contact our Upgrades department. The upgrade part number is: UPG-ADD-ENDURA You can reach Upgrades by email at upgrades.continuum@schneider-electric.com Note: for testing purposes a Single User may be run in Demo mode for a few hours which will allow the Endura option to be selected.

Issue When integrating a Integral DVR system Vista crashes Video does not work in Vista CCTV video loss in Vista Product Line Pelco, TAC Vista Environment Vista 5.1.3 Vista Integral DVR SDK v6.6.1.57 Integral DVR SDK v7.0.8 Cause Vista uses the same SDK as Controlpoint uses for an Integral DVR system, this mainly means that Vista SDK needs to be at the same versions as Controlpoint's SDK. A good example of this would be that Vista 5.1.3 use SDK v6.6.1.57 and Integral Digital sentry 7 use a newer version of SDK that is not compatible with SDK v6.6.1.57, a integration of this system then causes Vista to crash. An integration with Vista 5.1.3 would need Integral Digital Sentry 4.1/4.2. Please reference Vista Video Compatibility for more information. Vista 5.1.5 has SDK 7.0.8.0 and it appears that HD support was not included prior to SDK7.0.24.0 Resolution Make sure you have the correct version of Integral Digital version versus Vista version.     5.1.5 5.1.4 5.1.3 5.1.2 5.1.1 5.1.0 5.0.3 5.0.2 5.0.1 5.0.0   Integral Digital Sentry 4.1/4.2 X X X X X X           Integral Digital Sentry 7 X X    

Issue Cannot connect to video server when creating a VideoServer object in Continuum and Test Connection is selected. Product Line Andover Continuum, Pelco Environment Continuum DSConnex Digital Sentry Cause Patch not installed for DSConneX versions 4.3 and 7.x not working with Andover Continuum 1.91 or 1.92 or LAN connection problems Resolution Install v1.91 DSConneX Video Patch hotfix for issue with DSConneX versions 4.3 and 7.x not working with Andover Continuum 1.91. For 1.92 these files are included, so if the error is still occurring, then there are LAN connection issues.

Issue Although all the cameras connected to Pelco Endura SM5000 system manager can be found by the video server, when using "Video Administrator" to try to assign alarm points to cameras, sometimes cameras cannot display properly,  such as "1-192.168.5.10"(SM5000 IP Address),  or return "not found' and get an error message such as "Camera or Video server maybe offline....". Environment Windows XP SP3 Cyberstation 1.92, Cyberstation 1.93 Pelco Endura SM5000 system manager Cause It is an Endura configuration problem. A camera should be added into a group. In and Endura system, there is a default group, if no additional group is created. Normally, cameras should be added into this default group. However, in some situation, some cameras will not be automatically added into that default group. In this situation, those cameras do not belong to any group; therefore, those cameras will not display properly in the camera's field drop down menu and cannot be selected. Resolution Create one or more groups in Endura system. Add the desired cameras into the groups created in step 1. Learn cameras again from the video server. Reopen the video administrator and add points to cameras.

Issue General use of the Wireshark program. Product Line Access Expert, Andover Continuum, EcoStruxure Building Expert, EcoStruxure Building Operation, Pelco, Satchwell MicroNet, Satchwell Sigma, TAC IA Series, TAC INET, TAC Vista Environment Ethernet Networks Cause General Information on using WireShark. Resolution Wireshark is an Ethernet packet analysis programme, Which can be downloaded from: Latest version available from Wireshark Locally stored version 1.0.9 Installing Wireshark If necessary, unzip the WireShark executable file to a suitable location on the PC/Laptop you wish the programme to be installed on. Run the executable file and follow the on-screen instructions. Rules for capturing LAN traffic using Wireshark: Do not use a switch or router to connect the LAN capture PC to the network as these will filter important network activity that you will need to see. You will want to capture everything that is passing over the network at the point of concern. Usually, this means tapping into the ethernet at the Controller or controllers, that is having an issue. midBit-Technologies-LLC-10-100 is an example of a device that can be used to easily tap into the network to take the capture. The monitoring PC must see all traffic from the controller's point of view. The monitoring PC can be connected in either two ways: Connected to the network at the controller The customers IT department can mirror all the network traffic from the controllers port to another port the PC can be connected to. If connected to the network at the controllers, the connection must be made through a true ethernet hub. A hub will not selectively filter important network traffic as a switch or a router will do. More information on what a "true ethernet hub" can be found at http://wiki.wireshark.org/HubReference There are however some switches that feature port mirroring, please see How to Configure a NETGEAR Prosafe Plus Switch for Mirroring. If connected to a mirrored port, the port must mirror 100% of the network traffic to and from the controller. No filtering should be done. Once a complete capture file has been obtained it can be filtered after the fact using WireShark or EtherReal. Using Wireshark Run WireShark Start a trace by choosing the "Capture" menu and then select "Interfaces" Choose the appropriate interface. Generally, this can be identified by its IP Address, but if not, then the packets increasing are an indication. Press the "Start" button. The trace will start and will be similar to the following screenshot. After an appropriate time, the trace can be stopped by selecting "Capture" menu and "Stop" To save the capture file, choose "File" menu and "Save As".

Issue Unsure how to enable Demo Mode and what features are available in this mode. Environment Cyberstation webClient Cause Need to know what features are supported and how to use demo mode. Resolution Demo mode will only work on a single PC (Single User mode not LAN mode) if there is no Continuum Security Key plugged into the Cyberstation. Make sure that you have never plugged in a Continuum Security Key to the workstation that you want to use in demo mode. (If you have and it is not working then go here.)   The demo mode gives you access to the following Continuum Security Key options: -B Badging Option -D Data Exchange Option – includes Personnel Import Utility -E Endura integration option -F FIPS 201 option -WCxPRO Option to add web.Client Pro to Single User CyberStation (SU), x user connections = 1, 2 With some limitations: Demo mode lasts for 4 hours and then the Cyberstation will pop a warning message before shutting down "Demonstration Mode" shows on the Continuum splash when starting Continuum. Only one network controller can be used and it must be ACCNetID = 1.   Note: When using Continuum v1.94, or greater, in Demo mode you might experience it being very slow to start, possibly taking up to two minutes to initially startup. See article here for further details.

Issue The purpose of this verification checklist is to provide documentation to the Project Manager that the Site Engineer has confirmed the Continuum Security configuration. Basic Settings Access Events Reporting Alarm Event Notification and Alarm Enrollments Door Alarms Other Alarms Time Sync Video including Pelco Digital Sentry IP Camera System Administrative Tasks Other Tasks Basic Checklist Access Events Reporting Checklist Alarm Event Notification and Alarm Enrollments Checklist Door Alarm Checklist Other Alarm Checklist Time Sync Checklist Video Checklist Administrative Tasks Checklist Other Tasks Checklist Environment Continuum with Security enabled Pelco Digital Sentry IP Camera System Cause Beneficial checklist for Verification of security site settings. Resolution Please find the attached pdf document which will walk you through the Continuum Security Checklist. The first section provides step by step instructions for novice users. The second section is the actual checklist where each task should be initialed by the Site Engineer, and the whole document signed by the Site Engineer and the Project Manager. To print the Checklist section of this procedure, start printing on page 21 of the attached checklist. Please find the attached pdf document which will guide you through a Pelco Digital Sentry IP Camera System Quick-Setup

Issue An error is received 'Error connecting to server' while testing a Digital Sentry DVR connection with Cyberstation 1.90 or 1.91. Environment Continuum 1.90 Continuum 1.91 Windows XP Windows Vista Windows 7 Windows Server 2003 Windows Server 2008 Cause The DS Connex version of newer Digital Sentry DVRs are not compatible with Continuum 1.90 or 1.91 Resolution The DSConnex version of newer Digital Sentry DVRs are not compatible with Continuum 1.90 or 1.91 unless the following hotfix is applied. Click here to download the hotfix