Troubleshooting
If the following instructions fail to solve your problem, contact Pelco Product Support at
NOTE: Do not try to repair the unit yourself. Leave maintenance and repairs to qualified technical personnel.
Problem | Possible Causes | Suggested Solution |
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User is unable to log on. | The user does not have the remote | An administrator must enable the Remote Access permission |
| access permission enabled. | for the user’s role from the WS5200 application, version |
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| 2.5.3.10286 or later. |
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| The user’s password includes | Log on to an Endura workstation and change your password. |
| unsupported characters. |
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Cameras or devices registered to | Large batches of recently registered | Wait an appropriate amount of time for cameras to appear in |
the system manager do not | devices take additional time to | the Web viewing application. It can take approximately |
appear in the Web application. | appear in the Web viewing | 40 seconds for 100 newly added cameras to appear in the Web |
| application. | application, 6 minutes for 1000 cameras, and approximately |
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| 30 minutes for 5000 cameras. |
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Exported videos do not play back | The video has been removed from | Video is previewed from the NSD on which it was recorded. If |
when previewed. | the network storage device (NSD). | the video is removed from the NSD, you will be unable to |
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| preview it. Download the video to view the clip. |
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| The network storage device is | Check to ensure that the NSD is on line. |
| off line. |
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Exported video stops | The user does not have permission to | An administrator must grant the user permission to access the |
unexpectedly while being | access the camera from which the | camera using the WS5200 software. Permissions are checked |
previewed. | video clip was exported. | regularly on the SM5200. If previewing video from a camera |
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| the user is not permitted to access, the SM5200 will stop |
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| streaming video once the system manager verifies the user’s |
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| permissions. |
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User cannot export video from a | The friendly name of the camera | If the friendly name of a camera contains an apostrophe or the |
particular camera. | contains unsupported characters. | percent symbol, the system manager cannot export video from |
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| it. Change the camera name using the WS5200 application to |
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| export video from the camera using the Pelco Web Viewer. |
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C4688M (8/12) | 17 |
