Pelco Mobile fails to connect to DS.

LL#18470 created on Jan 5th, 2016, last modified on Aug 11th, 2016

Issue

After DS Software update Pelco Mobile no longer connects.

Pelco Mobile errors: Login failure/Connection failed.

Event Viewer: Application error 18456

Product Line

Pelco Video Management

Environment

  • DS v7.12
  • DSSRV/2 v7.12
  • DS NVs v7.12
  • Pelco API Bundle v7.12
  • Pelco Mobile

Cause

Pelco Mobile will not connect with Pelco API Bundle even though ports are open, telnet is successful and netstat -ano is listening due to a login failure.

Login failure with SerenityAPI: Go to C:\Users\DSNVSUser\AppData\Local\Pelco\DSSerenityAPI
Open the SerenityAPIService with Notepad, scroll down to the bottom of the text file and you will see "Time stamp SerenityAPI: IntegralSystem exception: Login failed for user admin."

Resolution

Manually copy the DSServiceUser ControlPointCache file replace the DSNVSUser ControlPoinCache file.

  1. Verify all user accounts have the correct usernames and passwords in DS Admin.
  2. Login to DS ControlPoint with the admin account and verify connection / live video.
  3. Close DS ControlPoint
  4. Go to Start > Type %appdata% > Select Roaming (if two are listed select the first Roaming folder)
    1. Double Click Pelco and right click on ControlPointCache and select Copy
  5. Click on the Computer on the left hand side go to > C:\Users\DSNVSUser\AppData\Roaming\Pelco (If you do not see AppData, enable Show hidden files, folders and drives)
  6. Paste and replace ControlPointCache file.
  7. Close all open windows.
  8. Restart the DigitalSENTRY FrameServer Service
  9. Wait two minutes after the service restarts for all connections to update then verify Pelco Mobile connection
    • If Pelco Mobile fails to connect restart Server

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