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.
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. Under copyright laws, the contents of this manual may not be copied, photocopied, reproduced, translated or reduced to any electronic medium or machine-readable form, in whole or in part, without prior written consent of Sensormatic Electronics Corporation.
Troubleshooting Guide FREQUENTLY ASKED QUESTIONS 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.
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.
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.
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.
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.
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.
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.
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Installation and Operating Instructions 11 IN CASE OF TROUBLE 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 organized.
Network Client™ Problem 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 properly. Use the IP address of the Intellex instead of the unit name. Intellex and Network Client will not connect. There is a problem with the Intellex. Access the status screen on the Intellex unit.
Installation and Operating Instructions 13 Problem 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 operation. Connect your Network Client and the Intellex unit as a private network.
Network Client™ Troubleshooting Guide Possible Causes Problems Connecting Problem 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.
Installation and Operating Instructions 15 Troubleshooting Guide Problems Possible Causes Suggested Action Problems With Dome Camera Control Video poor; camera control poor or intermittent Faulty camera sync or video output Exchange affected camera with known good camera. Ground loop (improper ground) Check camera ground connections. Check AC wiring with appropriate AC line diagnostic tool.
Network Client™ Troubleshooting Guide Problems Possible Causes Suggested Action Problems with Intellex or Network Client Camera Control Video OK; no camera control Camera Control software component missing or corrupted Reinstall the Camera Control software component. No preset operation Presets not supported by camera control system. Replace camera control system. No video signal; no camera control Camera power is missing or faulty video connections Check camera power and video connections.
