Pelco GW5000 Appendix F: Troubleshooting

40 C2694M (7/08)

Appendix F: Troubleshooting

If the following instructions fail to solve your problem, contact Pelco Product Support at 1-800-289-9100 or 1-559-292-1981 for assistance.

Access the properties dialog boxes for the GW5000. Then note the following information before contacting Pelco:

•Unit serial number: Located on the label on bottom of the GW5000.

•Software version: Located on the Advanced Properties dialog box in the WS5000 advanced system software.

WARNING: Do not try to repair the unit yourself. Opening it immediately voids any warranty. Leave maintenance and repairs to qualified

technical personnel. Exchange the defective unit and return it for repair.

Table E. Troubleshooting the GW5000

Problem Possible Causes Suggested Remedy

Unit not ready Power turned off Check that the power indicator is lit.

Faulty cable connections Check all leads, plugs, contacts, and

connections.

Network connectivity issues Contact your network administrator.

Unit status indicator is red Unit fan failure Replace the GW5000 and have it checked

by Pelco.

Power supply output voltage fluctuates

more than 8%

Check power supply and line voltage.

Only one gateway appears in the Gateways

list

Computer entry for additional gateways

was not added in the ActiveDirectory

Update the Active Directory.

User cannot log on to a gateway on

asystem using LDAP authe ntication

User account is missing from the Active

Directory

Add a user account in the Active Directory.

Contents

Main Page Contents Page List of Illustrations Page Regulatory Notices RADIO AND TELEVISION INTERFERENCE Video Quality Caution FRAME RATE NOTICE REGARDING USER-SELECTED OPTIONS Security Notice Description APPLICATION SCENARIO Before You Begin PARTS LIST Qty Description USER-SUPPLIED PARTS LIST Qty Description PACKAGE CONTENTS Figure 3. Accessory Pack Figure 2. Major Package Components ACCESSORY PACK SHOWN ACTUAL SIZE Figure 4. Rack Mount Kit Equipment Placement and Rack Mounting PRODUCT SERIAL NUMBER LABEL PLACEMENT DESKTOP INSTALLATION RACK MOUNTING Page Page Page Connections CONNECTING POWER CONNECTING TO THE NETWORK Operation FRONT PANEL CONTROLS AND INDICATORS u REAR PANEL INDICATORS UNIT STARTUP UNIT SHUTDOWN Network Configuration INTRODUCTION CONFIGURING THE LAN FIREWALL CONFIGURING THE WAN FIREWALL TESTING WEB CLIENT CONNECTIVITY RESOLVING ROUTER SOURCE ADDRESS AND PORT TRANSLATION ACCESSING THE ENDURA NETWORK OVER A VIRTUAL PRIVATE NETWORK Configuring the Endura Gateway LOGGING ON TO THE WEB CLIENT FOR THE FIRST TIME ENTERING THE PUBLIC NETWORK INTERFACE HOST INFORMATION ENTERING THE PRIVATE NETWORK INTERFACE HOST INFORMATION ADDING DEVICE NETWORK ADDRESSES CONFIGURING THE NETWORK DIRECTORY INTERFACE ESTABLISHING EVENT ARCHIVE SETTINGS GETTING STATUS OF ARCHIVED EVENTS MAINTAINING THE GATEWAY SETTING THE MAXIMUM NUMBER OF USERS RESTARTING THE GATEWAY DAEMON REBOOTING THE GATEWAY RESTORING THE DEFAULT DATABASE CONFIGURING THE E-MAIL SERVER SENDING BROADCAST MESSAGES TESTING CONNECTIONS TESTING E-MAIL Page Configuring Users on the Web Client CREATING A USER EDITING USER ATTRIBUTES AND ROLES SETTING USER ATTRIBUTES CHOOSING A ROLE ADDING GATEWAYS DELETING A USER Appendix A: Replacing the Operating System Drive Appendix B: Updating Software Appendix C: Configuring Internet Explorer Appendix D: Working with Multiple Gateways CREATING A NEW ACTIVE SCHEMA ATTRIBUTE CREATING A NEW USER IN THE ACTIVE DIRECTORY CREATING A NEW COMPUTER IN THE ACTIVE DIRECTORY Appendix E: Bandwidth Selection Appendix F: Troubleshooting Specifications MODEL NUMBER VIDEO/AUDIO NETWORK FRONT PANEL INDICATORS/FUNCTIONS PHYSICAL WEB CLIENT SYSTEM REQUIREMENTS STANDARDS/ORGANIZATIONS PRODUCT WARRANTY AND RETURN INFORMATION