Troubleshooting: Video units cannot be added

If you cannot add a video unit to an Archiver, you can determine the cause of the issue.

To troubleshoot why a video unit cannot be added:

1. Verify that you can ping the unit:
   1. In the Config Tool Video task, select the red video unit.
   2. At the bottom of the Video task, click Unit > Ping ().
   If there is no reply, the unit is offline (broken, unplugged, and so on), or there is a problem with your network.
2. Make sure you can connect to the unit, and then click Unit > Unit’s web page .
   TIP: You can also determine if you have the correct credentials for the unit.
3. Restart the unit:
   1. In the Config Tool Video task, select the red video unit.
   2. At the bottom of the Video task, click Unit > Reboot ().
4. Try again adding the unit. If it still fails, proceed to the next step.
5. Verify that the unit is supported by Security Center, and that it is running the certified firmware.
   For a list of video units supported by Security Center, see our Supported Device List.
6. Confirm that a camera connection is available in your Security Center license:
   1. From the Config Tool home page, click the About page, and click the Omnicast™ tab.
   2. In the Number of cameras license option, check that a camera connection is available.
   NOTE: Some cameras also require a restricted license.

   • If the video unit you are trying to add is from a restricted manufacturer, confirm there is a camera connection available in the Number of restricted cameras license option.
   • To view a list of manufacturers that require a restricted license, use the Restricted License Type filter on the Supported Device List webpage.
7. Make sure you are using the correct credentials to add the unit:
   For some manufacturers, you must set the default credentials in the Archiver Extensions tab.
   1. In the Config Tool Video task, select the Archiver you want to add the video unit to.
   2. Click the Extensions tab.
   3. To add the extension for the video unit, click Add an item (), select the extension type, and click Add.
   4. Select the extension.
   5. In the Default logon section, enter the username and password for the unit.
8. Make sure the Archiver is connected to the correct database:
   1. In the Config Tool Video task, select the Archiver.
   2. Click the Resources tab.
      • If the Archiver database status is Connected, go to the next troubleshooting step.
      • If the Archiver database status is Disconnected or Unavailable, continue with the next substep.
   3. Switch to a different archive database or create a new one.
      CAUTION: Perform this step at a noncritical time, because all the units connected to the Archiver will temporarily go offline. Do not delete or overwrite the existing database, or your video archives will be deleted.

      1. In the Database field, enter a different name and click Apply.
      2. Wait for the role to connect to the new database. If the database does not exist, it will be created.
      3. If the camera can record using the new database, you can continue to use the new database.
         CAUTION: When you switch to a different database, the video archives referenced in the old database are no longer included in Security Center searches, and will not be deleted by the Archiver's automatic cleanup.
      4. If the camera is still not recording, revert back to the original database, and continue with the next troubleshooting step.
9. Make sure the Media Router is connected to the correct database:
   NOTE: If the camera was previously added in Security Center and the IP address or name was changed, you can also re-create the Media Router database.
   1. In the Config Tool Video task, select the Media Router.
   2. Click the Resources tab.
      • If the Media Router database status is Connected, go to the next troubleshooting step.
      • If the Media Router status is Disconnected or Unavailable, continue with the next substep.
   3. Click Create a database ().
10. Try adding the unit with the firewall turned off.
    For instructions to disable Windows firewall, see KBA00596: "Recommended Windows Firewall Settings" on the Genetec™ TechDoc Hub.

    IMPORTANT: Reactivate it after your tests are complete.
11. Verify that each network on your system is configured properly:
    1. In the Config Tool Network view task, select a network.
    2. Click the Properties tab, and make sure all the settings are correct: IP prefix, subnet mask, routes, network capabilities, and so on.
    3. Change the network settings if required and click Apply.
    For more information, see About networks.
12. Make sure the Archiver, Media Router, and all redirectors are each using the correct NIC (network interface card):
    1. In the Config Tool System task, click the Roles view.
    2. Select the Archiver role, and click the Resources tab.
    3. From the Network card drop-down list, select the appropriate NIC.
    4. In the entity tree, select the Media Router role, and click the Resources tab.
    5. Under the Servers section, click Advanced ().
    6. Select the appropriate Network card for each server, and click Apply.
    7. Click the Properties tab.
    8. Select a Redirector, and click Edit the item ().
    9. From the Multicast interface drop-down list, select the appropriate NIC.
    10. Repeat the previous two substeps for each redirector.
13. Try again adding the unit. If it still fails, proceed to the next step.
14. Verify the NIC priority in Windows:
    1. In Windows, click Start > Run , and type ncpa.cpl.
       The Network Connections window opens.
    2. Click the Advanced menu and select Advanced Settings.
    3. Note which NIC on your server is configured as network priority one (top of the connection list) and which is configured as priority two.
    4. If needed, use the arrow buttons on the right side to reposition the connections in the list.
15. Try again adding the unit. If it still fails, proceed to the next step.
16. It might be a Media Router connection problem. Make sure the Media Router role is online:
    1. In the Config Tool System task, click the Roles view.
    2. Select the Media Router role and click Maintenance > Diagnose ().
    3. Fix any issues that are found.
17. Make sure the Archiver role is online:
    1. In the Config Tool Video task, select the Archiver.
    2. At the bottom of the Video task, click Maintenance > Diagnose ().
    3. Fix any issues that are found.