Surveon NVR5000 Troubleshooting Guide

Surveon Training Program
NVR5000 Troubleshooting Guide
Sales & Marketing Department
Surveon Technology 2015
Version 1.0

Surveon NVR5000 Training
Training Materials
1 NVR5000 Deployment Guide
2 NVR5000 Installation Guide
3 NVR5000 Operation Guide
4 NVR5000 Troubleshooting Guide
2

The Objective
This troubleshooting guide is here to help you solve the
frequently encountered problems when operating the
NVR5000.
For other themes that are not covered here, please
refer to the NVR5000 user manual.
3
Click to read the user manual.

4
● Basic Troubleshooting
● Advanced Troubleshooting
● Contact Support
● Appendix
The Contents

Basic Troubleshooting
5
 Why Can’t NVR5000 Find Cameras?
 Why Can’t NVR5000 Add Cameras?
 Why Can’t I See the Live View?
 Why Can’t I See the Playback Videos?
 Why Can’t NVR5000 Record Videos?
 Why Can’t Remote Client Access NVR5000?
 Why Is the Camera Time Different from the NVR5000 Time?
 Why Does the GUI Respond Slowly?
 Why Is the Image not in Real-time on NVR5000?
 Why Is the Video not Smooth in Playback?

6
In this section, you’ll learn how to clear up the possible
problem when NVR5000 can’t find cameras:
 Network Configuration Issues
Why Can’t NVR5000 Find Cameras?

For network configuration issues, use the following to check which part went wrong.
1. Check Camera:
 Power on: Surveon camera status LED shows green when the camera is working properly.
 Camera’s IP address is located in the same network segment as NVR5000’s.
 Camera (3rd party camera) in use is supported. NVR5000 can’t find unsupported cameras.
 Check NVR5000 support camera list: http://www.surveon.com/product/NVR_support.asp
2. Check Switch:
 Ethernet switch port is lighting on and blinking when the switch is working properly.
 Some advanced switches might block the network broadcast packets. Check the switch or
use a simple switch to test.
3. Check NVR:
 NVR5000’s IP address is located in the same network segment as the camera’s.
4. Simple Verification Procedure:
 Connect NVR5000 and IP cameras to the same switch under the same network segment.
 Set the IP addresses of NVR5000 and of IP cameras to the same network segment.
 The default IP address of the Surveon camera is 192.168.88.10.
 If the IP cameras are supported by NVR5000, scan cameras to add the cameras in.
 If not, add the cameras in manually.
7
Why Can’t NVR5000 Find Cameras?

8
problems when NVR5000 can’t add cameras:
 Surveon Cameras
 Surveon Supported 3rd Party Cameras
 ONVIF Supported Cameras
Why Can’t NVR5000 Add Cameras?

Why Can’t NVR5000 Add Cameras -
Surveon Cameras
For camera basic settings and connection problems, check the items below:
1. Check the username and password:
 Default username: admin
 Default password: admin
2. Check the HTTP port (camera port) and stream port:
 Default HTTP port (camera port): 80
 Default stream port: 6002
3. Make sure camera model names are correct
4. Make sure 1 camera is connected with no more than 2 NVRs.
5. Make sure this camera is in the same network segment as NVR5000’s
9
D
A
B
C
A
B
C
D

When using 3rd party cameras supported by Surveon, check the followings:
1. Check if the 3rd party camera username and password are correct
2. Check if the 3rd party HTTP port (camera port) and stream port are correct
3. Make sure camera model names are correct
10
A
B
C
D
3rd Party Cameras
A
B
C
D

When using the ONVIF cameras, make sure it is ONVIF conformant.
1. Click to check if the camera is ONVIF conformant on the website.
2. Or click to download the ONVIF Device Manager (odm-v2.2.250.msi, 22.0 MB) to
check the ONVIF conformant products offline. Click to read ONVIF Device Manager
installation and user guide.
 Input the camera user name and password and click “Log in” button
 Select target camera
11
Note: If the camera is found on the ONVIF conformant product list but cannot be added in the
NVR5000, refer to Contact Support in the later section.
ONVIF Supported Cameras (1)
A
B
B
A

 Check ONVIF version
 Check if the image appears in preview window
 Check camera HTTP port (camera port) and RTSP port (stream port)
12Why Can’t NVR5000 Add Cameras -
C
D
E
C
D
E

If you confirm the camera is ONVIF conformant, check below items:
1. Check if the ONVIF camera username and password are correct
2. Check if the ONVIF camera HTTP port (camera port) and stream port are correct
13
A
A
B
C
C
B

14
problems when you cannot see the camera liveview:
 NVR5000 Connection Problems
 Camera Connection Problems
 Surveon Camera Concurrent Connection Limit
 The 3rd Party Camera Configuration Problems
Why Can’t I See the Live View?

Why Can’t I See the Live View -
NVR5000 Connection Problems
15
Check NVR5000 network settings:
1. Click the setup icon on the upper right corner to bring out the
VMS Setup Console.
2. Click to select the item Network from the left panel
3. Double click the option Multi LAN to check
4. Make sure the connected LAN port shows “Connected”
5. Make sure the IP addresses of the NVR5000 LAN1/2 and the cameras are in the same network segment.
6. If not, set the IP addresses of NVR5000 and of cameras to the same network segment.
A
B
A
B
C
C

Check if the camera can be accessed from NVR5000:
1. Right click the camera list area and select the option Camera Settings to see the
option General Camera
2. The General Camera Settings window will appear. Click “Go To Web Interface”
The system will redirect you to the camera’s webpage.
3. If the page shows “Unable to connect” check the network and the camera statuses to see
if the network connectivity is working fine and the camera is connected.
16
A
A
B
C
D
C
A B
D
E
E
F
F
Camera Connection Problems

Check the Surveon camera concurrent connections:
1. Input the camera’s IP address in the IE browser’s search bar to log in to the Surveon camera
web interface.
2. Go to Settings and select the option System Log to see the number of users
3. The maximum number of the current user count is 5.
4. If there is more than 5 connections, it means this camera has been added to too many NVRs.
5. Remove the camera from the NVRs and only add it to up to 2 NVRs. Each NVR can support 2
camera connections (stream 1 and stream 2). And the concurrent connection will be limited
to 4.
17
A
B
C
A C
Surveon Camera Concurrent Connect Limit (1)
B

Use the steps below to clear most of the problems caused by Surveon camera concurrent connection.
1. Input the camera’s IP address in the browser’s search bar to log in to the Survoen camera web
interface
2. Go to Settings > User Account to select the user you’d like to edit and click “Edit”
A Edit User Account window will show up, change the login password and reboot the camera.
3. Right click camera-> Camera Settings -> Edit Camera to change the camera’s password on
NVR5000 to the new one.
4. Drag and drop the camera to the liveview area again. You should be able to see the liveview now.
18
D
A
B C
E
F
A
B
C
D
E F
Surveon Camera Concurrent Connect Limit (2)

19
If you have successful added the 3rd party cameras to NVR5000, check their settings:
1. Make sure the 3rd party camera model is supported by NVR5000.
Check NVR5000 support camera list: http://www.surveon.com/product/NVR_support.asp
2. Go to the 3rd party camera’s webpage. Check if the profile setting is “Base Profile”. If not,
change the setting to “Base Profile”.
If you still cannot see the live view, you can refer to the section Why can’t NVR5000 Add Cameras -
The ONVIF Camera Connection Problem to clarify the problem.
3rd Party Camera Settings Problem

20
problem when the playback is not working:
 No Recording Data Problem
Why Can’t I See the Playback Videos?

Check if there are any recording data:
1. Make sure you have recording data. Check if the date you are going to select is in green and
the time bar is not black. These mean there is recording video in that day and can be played.
2. Make sure you know how to use the playback function. Click to read the user manual, or
click to see the demo video.
3. If you are using the remote client, make sure the time zone/time are the same as NVR5000’s.
Refer to the following section to make sure the recording and the disk statuses are normal.
If the settings are correct, you should be able to see the playback.
21
A
A
B
B
Why Can’t I See the Playback Videos?

22
problems when the recording is not working:
 Recording Status
 Recording Schedule Problem
 Motion Recording Problem with Surveon Cameras
 Motion Recording Problem with 3rd Party Cameras
 Storage Status
Why Can’t NVR5000 Record Videos?

Why Can’t NVR5000 Record Videos -
Recording Status
23
Check if the recording icon is shown (red) on the upper right corner of each liveview window
to confirm the image is being recorded.
If you are using the motion recording, make sure there will be motions detected.

Check if the problem occurs in the recording schedule:
1. Click the setup icon on the upper right corner to bring out the VMS Setup Console.
2. Click to select the item Record from the left panel.
3. Double click the option Schedule to check.
4. Check if the schedule has been set to record. 4 recording plans:
 Always recording: records video 24/7.
 Motion recording: records by motion trigger (default).
 Event recording: records by event trigger.
 No record: NVR will not record any video.
24
A
B
C
A
B
C
Recording Schedule Problem

25
Check if the problem occurs in the motion recording with Surveon cameras:
1. Make sure you have set the recording schedule to Motion Recording refer to the previous page.
2. Make sure you have set the camera motion detection on camera.
 Click to select the item VI from the left panel to see various VI options and select
Camera Motion.
 A camera list will appear. Select 1 camera for the camera motion recording.
 A Motion Settings window will appear Set up the motion detection, such as Window Name,
Sensitivity, Percentage and click “New” button to create window.
 After adjusting the window size and position, click “OK” button to confirm the settings.
A
B
A
C
C
D
D
B
Motion Recording Problem (Surveon Cameras)

Check if the problem occurs in the motion recording with 3rd party cameras:
1. Click to check if the camera is supported by Surveon.
2. Make sure you have set the recording schedule to Motion Recording refer to Recording
Schedule Problem
2. If the 3rd party camera supports Camera Motion Detection, go to its web page to make sure
you have enabled this functionality.
3. If the camera does not support Camera Motion Detection, you can use General Motion
Detection instead.
4. To set up the General Motion Detection, Click to watch the demo video for VI
configurations.
Warning: The General Motion Detection will take a lot of CPU resources. Apply this
option only for necessary cameras to avoid heavy loading on your NVR5000.
26Why Can’t NVR5000 Record Videos -
Motion Recording Problem (3rd Party Cameras)

27
Check if the problem occurs in the RAID/disk:
1. Click the setup icon to bring out the VMS Setup Console.
3. Double click the option Storage to check if the statuses are stated as below:
 Online: Yes
 Data Type: Video
 Enable/Disable: Enable
 Status: Normal
A
B
B
A
C
C
Note: If your storage status is different from what is stated above, your storage may have encountered
some problems. Go to the section Why does NVR5000 stop recording? for more details.
Storage Problem

28
problem when the remote client cannot access NVR5000:
 Check and Download the Latest Remote Client Version
Why Can’t Remote Client Access NVR5000?

Check if the problem occurs in the remote client version, the network connectivity, or the PC Firewall.
1. Check the lower left corner for the VMS firmware version
2. Always use the latest firmware version of Remote Client to access NVR5000. To download:
 Click to go to Surveon VMS page. Click the tag Specifications and check the Hardware
Requirements before installing the VMS Remote Client on your remote Windows PC.
 Click to go to the Surveon Download Firmware page. Find the VMS Remote Client
and click to download.
 For the remote client installation and operation, click to watch the demo video and
to read the user manual
3. Check the IP addresses of the remote client and of NVR5000 are in the same network segment.
4. Disable Windows OS Firewall.
29
CB
A
B
C
A
Why Can’t Remote Client Access NVR5000?

30
problem when the camera time and the NVR time are
not the same.
 Set up the Time Synchronization
Why is the Camera Time Different from
NVR5000 Time?

31
This occurs when the camera does not synchronize time with NVR5000.
Follow the steps below for time synchronization:
2. Click to select the item System from the left panel.
3. Double click the option General and select the tab Time Synchronize
4. Tick the option Make this NVR as an NTP server and Apply to all camera
5. Apply this setting to all Surveon cameras. When using the 3rd party cameras, you need to go to the
web interface of the camera to set the camera time the same as the NTP server’s.
6. NVR5000 synchronizes the time hourly and after each reboot.
7. The time difference between the NVR and camera should be less than 40 seconds. Camera time and
NVR time are synchronized
A
B
B
A
C
D
C
D
E
E
Why is the Camera Time Different from
NVR5000 Time?

32
Problems when the GUI responds slowly.
 Heavy Loading on the CPU
Why Does the GUI Respond Slowly?

This may be caused by the heavy CPU loading in the NVR .
1. See the CPU usage by moving the mouse to the System If the CPU is over 90%, the system
indicator will turn yellow.
2. To decrease the CPU usage:
 Use the icons on the top to reduce the number of stream 1 and 2 live view display to 3x3, 4x4
view layout.
 Reduce the streaming frame rate:
• Change camera frame rate: Stream 1: 15 FPS; Stream 2: 15 FPS.
• Change stream 2 resolution to QVGA.
• When using the Surveon cameras, you can optimize the camera settings. Bring out the VMS
Setup Console. Click to select the item Camera from the left panel. And click Optimize
to set the camera to the default FPS and bit rate.
33
A
A
B
B
C
C
D
D
Why Does the GUI Respond Slowly? (1)

 Reduce the VI numbers:
• NVR5000 currently supports the maximum 8 VIs .
• Only the Camera Motion Detection does not impact the CPU loading.
• To deactivate VIs:
 Bring out the VMS Setup Console.
 Click to select the item VI from the left panel.
 Double click the VI you’d like to disable and then select the camera you’d
like to inactivate the VI functionality.
 Tick off the “Enable Event” and click “Apply All”
34
A
B
C
A
B C
Why Does the GUI Respond Slowly? (2)
D E
E
D

35
problems when the image is not in real-time on NVR5000:
 Camera Problems
 Switch Problems
 NVR Problems
Why Is the Image not in Real-time on NVR5000?

1. Megapixel camera streaming is not 100% in real-time:
In general the delay time is between 0.3 to 1 second depending on the network status.
2. If you use a basic switch to connect the camera with NVR5000 directly, the latency time
should be 0.3 to 0.7 seconds.
3. The latency is caused by the camera:
Use a computer and open Internet Explorer browser to connect the camera (which should
not be connected with other network devices). Check if the latency issue still exists. If yes,
the camera may be overloading. You can:
 Reduce the resolution.
 Reduce the FPS.
 Reduce the connections: go to Camera Settings > System > System Log. Check current
count of users. Change password and reboot the camera to cut off other connections.
Reduce the connections under 2, refer to Why Can’t I See the Live View – Surveon
Camera Concurrent Connect Limit for more details.
36
Why Is the Image not in Real-time on NVR5000? (1)

4. The latency is caused by the switch:
Use a basic switch to connect the camera and computer directly. Check if the latency issue
still exists. If yes, the switch may be overloading. You can:
 Select 1Gbps core switch.
 Setup VLAN to avoid network traffic jam.
5. The latency is caused by the NVR:
Use other camera models to connect with NVR. Check if the latency issue still exists. If yes,
the NVR CPU loading may be too high, you can refer to Why does the GUI respond slowly for
more details.
37
Why Is the Image not in Real-time on NVR5000? (2)

38
problems when the video playback is not smooth.
 Camera FPS
 Disk I/O
Why is the Video not Smooth in Playback?

This is usually caused by the low camera FPS or the low disk I/O performance.
1. Check Camera:
 Open FPS display to check camera current fps settings.
 Check bit rate: lower bitrate will reduce FPS (In 2 megapixel, 20 fps requires 2Mbps at
least; 30 fps requires 3Mbps at least).
 The steaming FPS must achieve to minimum 22 fps for real-time streaming.
2. Disk I/O performance is not enough to write full frame rates in hard disks:
 Non RAID: for the number of camera < 9
 RAID 5/6: for the number of camera > 9
39
Why is the Video not Smooth in Playback?

Advanced Troubleshooting
 Why Does NVR5000 Stop Recording?
 What to Do When the RAID Got Degraded?
 What to Do When the RAID Failed?
 Why Does NVR5000 Keep Beeping?
 Why Can’t I Login NVR5000?
40

41
Before this section, go to Why Can’t NVR5000 Record Videos
and eliminate the possible settings problems.
problems when NVR5000 stops recording:
 RAID in the Pending Mode Problems
 RAID Failure Problems
Why Does NVR5000 Stop Recording?

42Why Does NVR5000 Stop Recording -
RAID in the Pending Mode (1)
Check the RAID status:
3. Double click the option Storage to check if the statuses are stated as below:
 Online: Yes
 Data Type: Video
 Enable/Disable: Enable
 Status: Normal
A
B
B
A
C
C

4. When the status is Pending. Click to select and then click “Edit”
5. You’ll see an Edit Window and click “Repair” to fix the pending problem.
6. After the repair is done, restart NVR5000 to activate the change.
43
C
C
D
D
E
F
E F
Why Does NVR5000 Stop Recording -
RAID in the Pending Mode (2)

RAID failure means:
 2 disks failed in RAID 5.
 3 disks failed in RAID 1/6.
1. Check Status:
The status will be displayed on the lower left corner of the live view page.
2. Check Storage:
 Click Storage to see the status.
 A HDD table will show which HDD is down by the red light indicator, if there is any.
44
B
C
A
C
B
RAID Failure (1)
A

3. Remove the broken disk and insert a new disk. The new disk should be the same model and
capacity as the broken one.
4. Go to setup the VMS Setup Console and click to select the item Record from the left panel.
5. Double click the option Storage to check if the status is failed
6. Click on the storage and click “Delete” button to delete the failed RAID.
7. Click “Setting” Dialog window will popup.
 Select the RAID Level from the dropdown list
 Click “Create Logical Drive” to create a new RAID.
45
A
B
A
B C
F
D
G
C
D
E
G
H
E
H
RAID Failure (2)
F

46
In this section, you’ll learn what to do when the RAID
got degraded:
 RAID Degraded Definition
 RAID Rebuild
What to Do When the RAID Got Degraded?

RAID got degraded means:
 1 disk failed in RAID 1/5/6.
 2 disks failed in RAID 1/6.
1. Check if there is any disk error:
 Click the Storage to see the status.
 A HDD table will show which HDD is down by the red light indicator and the error
message will be shown on the log, for example the RAID Degraded
47
A
A
B
B
A
C
C
What to Do When the RAID Got Degraded? (1)

2. Take off the broken disk and insert a new disk. The new disk should be the same model and
capacity as the broken one.
3. You will see the RAID rebuild started. The RAID rebuild process might take several days
depending on the disk capacity and system loading. During the rebuild process, avoid any
abnormal system power on/off. Otherwise, the rebuild might fail.
48
A
A
What to Do When the RAID Got Degraded? (2)

49
problems when NVR5000 keeps beeping:
 Hardware Failure
 NVR Stop Recording
 Disk Failure with RAID Protection
 Disk Failure without RAID Protection
What to Do When NVR5000 Keeps Beeping?

This may occur when:
1. Hardware failure:
Check if the fan or power module has failed.
 Fan/Power:
 Check the rear side of NVR5000.
 Remove the fan or power module if the LED indicator shown red.
 Insert a new fan or power module.
 High system temperature: Make sure the overall temperature is lower than 300ºC (860ºF).
2. NVR stop recording:
Refer to Why Does NVR5000 Stop Recording?
3. Disk Failure with RAID Protection:
Refer to What to Do When the RAID Got Degraded? and What to Do When the RAID Failed?
4. Disk Failure without RAID Protection:
Take off broken disk when the indicator shown red in the Storage Status. Insert a new one. Refer
to Why Does NVR5000 Stop Recording? to configure the new disk.
50
What to Do When NVR5000 Keeps Beeping?

51
problems when you can ‘t login NVR5000:
 Controller Board Failed
 OS Disk Failed
Why Can’t I Login NVR5000?

This may occur when the controller board or the OS disk failed.
1. Controller board failure:
 Shutdown and remove the 2.5” hard disk and install a new disk to the controller.
 Install the controller to NVR5000.
 Run the Wizard.
 Export the hardware information and serial number and send them to Surveon Tech
Support to activate the license.
 All videos and configurations will be kept.
 Click to watch the demo video for more details.
2. OS disk failure:
 Shutdown and remove the broken 2.5” OS disk from the controller and send it to
Surveon. You will receive a new 2.5” OS disk.
 Install the new 2.5” OS disk to the controller.
 Install the new controller to NVR5000.
 Run the Wizard.
 Export the hardware information and serial number and send them to Surveon Tech
Support to activate the license.
 All video will be kept.
 If you have exported configurations before, import the configurations to NVR5000.
Otherwise, all configurations will be lost.
52
Why Can’t I Login NVR5000?

53
In this section, you’ll learn how to contact
Support if you cannot solve the problems:
 Collect the Required Information
 Run the TeamViewer
Contact Support

Contact Support –
Collect the Required Information
If you still cannot solve the problems, you can contact Support for assistance.
Before you contact Support, you should collect the following information:
 NVR5000 version: log out and press the functional key F8 on the keyboard to see the
complete version information
 The camera models and their firmware versions.
 The number of the installed hard disks in NVR5000.
 The hard disk models and their RAID types.
 Snapshots of the issues.
 Serial number of NVR5000 (stated on the label of the NVR5000).
Send the above information to your Support.
54
A
A

55
You can run the built-in TeamViewer for your administrator or system integrator to access your
NVR5000 for remote assistance.
1. Click to select the item Maintenance from the left panel
2. Double click the option Remote Assistance to open the TeamViewer. Make sure your internet
connection is working fine.
3. Wait till the status indicator turns green and you will find your Teamviewer ID and password
You can send such information to your administrator or system integrator for remote assistance.
4. If you need more information on TeamViewer, go to http://www.teamviewer.com/
A
A
B
B
D
D
Contact Support - Run the TeamViewer
C
C

You have learned how to solve the frequently encountered problems
from the:
 Basic Troubleshooting
 Advanced Troubleshooting
which can help you handle many issues on your own. For more
details, please refer to the NVR5000 user manual.
56
Click to read the user manual.
To Sum Up

57
In this section, you will learn:
● Where to Find More Useful Materials
● Where to Watch More Demo Videos
Appendix

58
Appendix - Useful Materials (1)
Go to Surveon’s website: www.surveon.com
You will find the Support section on the upper right corner.
From there you can find demo videos, application notes, the latest firmware, resources,
supported hardware lists and many more.

The NVR5000 Training Program includes the comprehensive training materials:
 NVR5000 Deployment Guide: learn how to choose NVR5000 for your projects.
 NVR5000 Installation Guide: learn how to install NVR5000.
 NVR5000 Operation Guide: learn the daily operations of NVR5000.
 NVR5000 Troubleshooting Guide: find solutions for some common issues.
Find the training materials here:
http://www.surveon.com/Partner/training-materials.asp
59

Find NVR5000 demo video, FAQ, user manual, datasheet, brochure, AE
spec, and more on the product page:
http://www.surveon.com/product/NVR5316.asp
60

NVR5000 pre-installs the latest Surveon enterprise VMS.
Find all VMS related information: http://www.surveon.com/vms/index.asp
Find all CMS (SCC) related information: http://www.surveon.com/vms/scc.asp
61

Demo Video Topic
NVR5000 Installation
NVR5000 Wizard
NVR5000 Basic Live View
NVR5000 Advanced Live View
NVR5000 Access from Remote Client
NVR5000 Playback
62
Click the following icons for demo videos to learn more about the NVR5000 operations.
Appendix – NVR5000 Demo Videos (1)

Demo Video Topic
NVR3000/5000 Built-in VI
NVR5000 Alarm Rule Management
NVR3000/5000 Recording Policy
NVR5000 Easy Maintenance - Controller
NVR5000 Easy Maintenance - Power Module
63
Click the following icons for demo videos to learn more about the NVR5000 operations.
Appendix – NVR5000 Demo Videos (2)
Click to watch more demo videos.

64
Contact Surveon
Surveon Official Website
www.surveon.com
Technical Support
 If you are an end-user, contact your vendor or system integrator.
 If you are system integrator, contact Surveon Tech Support:
- Ticket system http://esupport.surveon.com/LoginPage.aspx
- Support: http://www.surveon.com/support/support.asp
Sales Contact
sales@surveon.com

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