Tag: Cannot Connect

Step 1 – Verify Camera Compatibility

Use the exacqVision IP Camera Integration database to confirm that the camera is supported for the exacqVision Server version being used.

To determine the server version, refer to the article How can I find the version of my exacqVision Client, Server, or Web Service software?. If the camera is supported, but the Server version is outdated, check the exacqVision license to ensure that it has the proper SSA for the version of software you need.

If an upgrade is allowed, refer to the Downloads page.

If the sever SSA expired before the camera was integrated, user must contact Sales to purchase an upgraded SSA.

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Step 2 – Verify Camera Firmware

Verify that your camera firmware is compliant with the tested version on the exacqVision IP Camera Integration database by searching the model number of the camera and clicking on the Results button.

If your camera’s firmware does not match the test record paired with the server version, contact the camera manufacturer for firmware updates.

IMPORTANT: Many camera manufacturer’s do not support downgrades to camera firmware, so this is not recommended unless the manufacturer tells you to do so.

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What if my camera or firmware isn’t listed

Refer to the “Will Exacq Support My Camera” section of the article titled, “What IP cameras are supported by exacqVision?“

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Step 3 – Verify Use of Correct Device Type

Ensure that you are using the correct plugin. Within camera test record of the exacqVision IP Camera Integration database is the supported plugin to use. Select this from the Device Type field within the exacqVision Client when adding the camera or other IP device.

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Step 4 – Verify Network Connectivity

1. Open a web browser on the computer running the exacqVision Server software.
   
   To do this, you might need to be logged in to the operating system as an Administrator. On older systems, the default username/password is admin/admin256. On newer systems, the username and password is configured when the machine first runs.<br><br>
2. Enter the IP address of the camera as the URL and press Enter.

If the camera does not appear in the web browser, exacqVision probably cannot connect. This could be a network issue.

1. Try to ping the camera using CMD (Windows) or Terminal (Linux).
2. Enter ping 192.168.xxx.xxx (using the camera’s actual IP address).
3. If the camera responds, try rebooting it. If it does not respond, the camera could not be found at that address, or has an internal problem preventing it from responding, the user may need to contact the site’s IT personnel to assist in locating the networking problem.

If the camera appears in the web browser, exacqVision should be able to connect to it. Check the log files for the system and see why it is not connecting:

1. Open the Config page (gear icon on top-left). Highlight the server name in the site tree (right above ‘Configure System’).
2. From the ‘System Log‘ tab, select a start and end time that contains the connection attempt.
3. Look in a log entry referencing either the plugin used (camera manufacturer) or the IP address of the camera. Use the Search option on the top right of the System Log window to help filter the results.
4. There should be an indication in the log as to why the camera could not be connected to. Common reasons are username/password mismatch and network timeouts.

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Videos on Troubleshooting

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Troubleshooting Camera Connections

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Troubleshooting with VLC

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