How to Troubleshoot PTZ Control Issues.

Issue

You cannot pan, tilt, zoom, or access the menu for a camera.

Product Line

Pelco Cameras, Pelco Video Management

Environment

  • Endura NET5400T series video encoders
  • Endura NET5300T series video encoders
  • Endura SP04-140 video encoder
  • All Pelco PTZ Cameras

Cause

Possible causes include the following:

  1. A mismatch of the baud rate, parity, protocol, or address between the encoder and the camera;
  2. camera hardware failure;
  3. loose or mismatched cabling;
  4. encoder hardware failure;
  5. the camera is not configured as a PTZ camera in the Endura system;
  6. the user account in use does not have the permission to PTZ the camera; or
  7. the PTZ priority service on the system manager is not responding.

Resolution

Contents

  1. Test the Web interface
  2. Verify serial communication settings
  3. Verify connections
  4. Test voltage
  5. Check Endura camera settings
  6. Verify permissions
  7. Restart the PTZ priority service
  8. Final steps
  1. Test the Web interface
    1. If the encoder in question is a NET5400T, log into the Web interface for the encoder in question. If it is a NET5300T, skip to Section II.
    2. Click on the Login link in the upper-right corner. Log in with user name admin and password admin.
    3. Once the live view page returns, you should see PTZ controls on the side of the page. Attempt to move the camera using those controls. If it responds, skip to Section V. Otherwise, proceed to Section II.
  2. Verify serial communication settings

    The following baud rates and protocols have been verified to work with both NET5400T and NET5300T encoders by Pelco Technical Support:

    Protocol    Baud rates    Signaling

    Pelco D    2400, 4800, and 9600    RS-422 and RS-485
    Pelco P    2400, 4800, and 9600    RS-422 and RS-485

    Note that in order to support the P protocol, any NET5400T encoders must be running version 1.9.2 or higher.

    Next, verify that these settings match on both the camera and on the encoder. The easiest way to verify the PTZ settings on the camera without PTZ control is to reboot the camera. Once the camera starts back up, it should display a diagnostic message similar to Figure 1, below:

    FIGURE 1
    Camera power-on self test
     

    In Figure 1, above, the camera is set to 2400 baud, no parity, 8 data bits, and 1 stop bit (2400.N.8.1).

    If the camera says Configuration failed, follow the steps in Lessons Learned Entry 10614.

    Next, verify the baud rate, parity, data bits, and stop bit settings also match on the encoder using the following steps:

    1. Open the WS5000 program.
    2. Right-click on the encoder channel you wish to modify and choose Modify settings.
    3. Click on the View hierarchy button in the upper-right corner of the window.
    4. Click on the encoder the camera is attached to in the list and choose Modify settings, as shown in Figure 2, below:
      FIGURE 2
      Device hierarchy
    5. Verify that the baud rate, parity, data-bit, and stop-bit settings for the encoder match the settings shown by the camera, as shown in Figure 3, below.
      FIGURE 3
      Encoder serial settings
  3. Verify connections
    1. The encoder should be connected in the following manner to the camera:
      • The Tx+ terminal on the encoder should connect to the Rx+ terminal on the camera.
      • The Tx- terminal on the encoder should connect to the Rx- terminal on the camera.
      • The Rx+ and Rx- terminals on the encoder are not necessary unless you will be sending alarm data from the camera to the encoder.
      • The maximum distance allowable for the cable run is 4900 feet.

      See Figure 4, below, for an illustration:

      FIGURE 4
      Wiring the camera to a NET5400 encoder

      On the NET5301T and SP04 encoders, the Tx- terminal is to the right of the Tx+ terminal instead of below it as on the NET5400T series. (See Figure 5, below.)

      FIGURE 5
      Wiring the camera to a NET5301T encoder

      If you are using a NET5308T, the camera will need to connect to a CM9760-CDU-T first. Then, the CDU-T will connect using a straight-through cable to the NET5300B. A standard Ethernet cable will work. (See Figure 7, below.)

      FIGURE 7
      Connecting a CM9760-CDU-T to a NET5300B
    2. Next, verify that the wires are securely inserted into the encoder terminal block. If you can pull any of them out easily, they must be inserted again. To insert the wires into the block, first put a small flat-head screwdriver into the hole above the Tx+ and Tx- holes. Then, press down on the clamp inside the hole to open up the hole below. Then, insert the wire and remove the screwdriver, as shown in Figure 6, below:
      FIGURE 6

      If you still cannot PTZ the camera, proceed to Section IV, below.

  4. Test voltage
    1. Remove the terminal block from the back of the encoder.
    2. Turn on a multimeter and set the dial to DC volts.
    3. Touch the ends of both probes together. The LCD screen should read close to 0 volts. If it does not, the unit must be calibrated.
    4. Insert the red probe into the Tx+ hole in the corner of the terminal block.
    5. Insert the black probe into the Tx- hole next to the other probe, as shown in Figure 8, below:
      FIGURE 8
      Testing an encoder with a multimeter
    6. The screen should read a constant 3 volts. If the encoder does not read 3 volts, send the encoder in for repair. Click here to access the online repair form.
    7. Unplug the PTZ wires from the camera and connect the multimeter probes to the end of each wire. If you do not read three volts at the camera's end of the wire, then there is likely a break in the cable or an issue with repeaters not passing the signal through. If a voltage is shown, proceed to Step 8.
    8. Attempt to PTZ the camera. The voltage should fluctuate to various values below 3 volts. If the voltage does not fluctuate, proceed to Section V.
    9. If you are using a NET5300B, the data light should also flash on the CM9760-CDU-T when you attempt to PTZ the camera.
  5. Check Endura camera settings
    1. Configure the camera using the steps outlined in Lessons Learned entry 11104. Be sure to match the address and protocol displayed in Section II.
    2. If the unit is already configured as a PTZ unit, change it back to a fixed camera and apply the settings. Then change it back to a PTZ camera again and apply the settings.
  6. Verify permissions
    1. Attempt to PTZ the camera while logged in as the admin user. If you are able to PTZ the camera while logged in as admin, but not as another user, it may be a permissions issue. If you are not able to PTZ the camera while logged in as admin, proceed to Section VII. Otherwise, continue to Step 2.
    2. Press CTRL + SHIFT + S to access the setup window.
    3. Click on the Roles tab.
    4. Select the role the user belongs to.
    5. Click on the Device tab and then the Modify button, as shown in Figure 9, below:
      FIGURE 9
      Role permissions
    6. Check the box to the left of Pan, tilt and zoom (PTZ).
    7. Click OK.
    8. Ensure that Included items either (a) specifies the permission applies to "All cameras," or (b) the individual camera in question is listed.
  7. Restart the PTZ priority service
    1. Follow the steps outlined in Lessons Learned entry 11759.
  8. Final steps
    1. Reboot the encoder.
    2. Install the latest encoder firmware from pelco.com.
    3. Install the latest version of the WS5200 program from pelco.com.
    4. If you are still unable to PTZ the camera, contact Pelco technical support at 1-800-289-9100.