Rack monitor 450 USB port issue

[DCIM_Support]

This question was originally posted on DCIM Support by johnhill on 2019-07-31

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Hello,

I have installed two rack monitor 450 one of our client site. And also  i have installed 2 camera 160 pod. One camera is connect with one module, second is connected with second unit. When we power the modules one camera is power up and recording and viewing is fine . But the second camera is not power up. On the side if we change the module Both camera,s are working fine without any problem.I think this issue is with the module USB ports. so please help me in this matter.

(CID:147200310)

[DCIM_Support]

This answer was originally posted on DCIM Support by Balaraman Jagadeesan on 2019-07-31

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Dear Johnhill,

In this situation, I recommend you to contact our CCC technical support to get the replacement if the hardware/appliance is found to be faulty. Our Customer Care team will troubleshoot the issue and arrange the replacement if your product is under warranty. 

You can find the contact details of our customer care center here. Please choose your country to find your region contact details.

Regards,

Bala

(CID:147200422)

[DCIM_Support]

This comment was originally posted on DCIM Support by johnhill on 2019-07-31

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Hello Bala,

May be its firmware issue ? Please share the firmware of rack monitor 450 and 570.

(CID:147200459)

[DCIM_Support]

This comment was originally posted on DCIM Support by Balaraman Jagadeesan on 2019-07-31

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Hi Johnhill, you mentioned that the power is not up when you connect the camera pod to a specific appliance which made me to suspect an issue with the hardware side. I assume you also would have tried swapping the USB cables and appliance to isolate the issue. You can try firmware upgrade if you see the difference in firmware of these appliances. You can download the latest firmware:NetBotz Firmware v4.6.4 in the below link:

https://www.apc.com/in/en/tools/download/index.cfm

(CID:147200468)

[DCIM_Support]

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