How to fix Sarix Camera or Encoder Online/Sync/Security states within Endura Utilities.

NOTICE

POTENTIAL FOR DATA LOSS.
The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure, please contact Product Support Services prior to attempting the procedure below.

NOTICE

COMPLEX PROCEDURE REQUIRED.
The resolution of this article has many complex steps that may result in unforeseen results if not performed correctly. If you are at all unfamiliar with the requirements, please contact Product Support Services for assistance.

Issue

If the Endura Utilities System Attributes tab reveals that a Sarix Camera or Encoder (NET5400T) does not have proper Online State, Synchronization, or Registration with Endura System Manager, there are various side effects which may manifest, including - but not limited to - loss of live or recorded video, inability to locate Camera(s) for addition to NSM Storage Pools, improper time/date display or timeframe playback from within Endura Viewing Devices, and more.

Product Line

Pelco Cameras, Pelco Video Management

Environment

Cause

Endura Devices may lose proper synchronization/registration with Endura System Manager under various circumstances including - but not limited to - power outages, NTP/Time offset issues, lost or corrupt network data packets, rebooting/restarting or updating of Endura or other network devices, & firmware/software problems.

Resolution

note: Steps 1 through 5 below apply only to Sarix Cameras/Encoders; For other Endura Devices, see KCS Lessons Learned Articles LL#8858, LL#9616, and LL#8846.

  1. Launch Endura Utilities, log in and press the Search Button, wait for it to finish, and then press the SM Search Button.
    note: The default login credentials for Endura Utilities version 2.2 and below is [Username: Administrator and Password:configapp], version 2.3 and greater instead authenticate against the Endura SM5000 or SM5200 System Manager (default is [Username:admin and Password: admin] ).
     
  2. Verifying the issue; In the below example screenshot, notice that our IMS0LW10-1E (Sarix IP Dome Camera) shows SM State is Online, Synced is Yes, but Registered is No.
    IMS0 shows not registered with SM5000
    note: Any combination of these three columns that isn't Online / Yes / Yes is a valid reason to reset sync/security with the procedure in this article.
     
  3. See LL#11444 to ensure SSH is enabled on the Sarix Camera/Encoder in question. 
     
  4. From the Endura Utilities System Attributes tab, Right-click the Sarix Camera/Encoder and select SSH Into... (see LL#13089 for more information).
     
  5. Once the Sarix Linux SSH Window opens, enter the command /etc/init.d/ev-compat restart and press enter/return...
    ev-compat restart
    note:
    The ev-compat service will immediately restart and - once Sarix has regained proper communication to your SM5000 - the Camera or Encoder may reboot itself. This can happen under certain circumstances, such as a significant NTP Time Adjustment.

    note: For some newer model Cameras (such as Spectra Enhanced D6xx0 models), you must first change directory using cd /usr/bin and then run the command as ./ev-compat restart .
     
  6. Right-click the Sarix Camera/Encoder from within Endura Utilities, navigate to the Device Actions or Device Macros menu, and select the Reset Security and Reset Sync options.
     
  7. Over the next 3 to 15 minutes (depending on many factors, including whether or not the device rebooted), the Sarix Camera/Encoder state should refresh to Online / Yes / Yes. Use Endura Utilities Right-click Refresh Device Info to track progress.
    refresh device info
    note:
    Step 6 may need to be repeated several times with varying wait time in between over the next 3 to 15 minutes. In the event that the device does not eventually show as Online / Yes / Yes, this may indicate a network/multicast or SM5000 Service issue. Contact Endura Product Support at 1 (800) 289-9100, or your Pelco Certified Dealer/Installer or Manufacturers Representative for further troubleshooting support.