Troubleshooting Pelco Mobile with DigitalSentry.

Issue

  • Pelco Mobile fails to connect.
  • Pelco Mobile no longer connects.

Product Line

Pelco Video Management

Environment

  • DSSRV / DSSRV2
  • DS NVs
  • DS Pelco API Bundle / DS Web Service
  • Pelco Mobile

Cause

  • Connection failure due change in settings.
  • After software update connection fails.

Resolution

Troubleshooting steps to verify DS API Bundle is working correctly on the DSSRV.

  1. Verify Pelco API bundle is installed or DS Web Service. Your DS version must MATCH the Pelco API Bundle. Refer to article - Digital Sentry DS Bundle API installation
  2. If services fail to install refer to article's - DS FrameServer, NSMRest service, Serenity, and API services fail to install. or DigitalSENTRY DS Serenity Service fails to install. or DS WebService installation hangs when installing on the DSSRV
  3. Verify Pelco API Services are started. (i.e. DigitalSENTRY FrameServerDigitalSENTRY PelcoAPI, DigitalSENTRY Serenity)
  4. Verify DS ControlPoint for the DSNVSUser is using the correct hostname, IP Address, username and password. Refer to article - Update DS PelcoAPI bundle service connection and user authentication settings.
    Note: Name = dsservices, Hostname or IP Address = IP address of DS server and username/password.
  5. Verify port 443 is open:
    1. Open command prompt and telnet to port 443. Telnet must be enabled as a Feature in Programs and Features. example: telnet 192.168.0.10 443
    2. Online port scan for 443, this requires that you have access to the internet. Verify the public IP address and scan port 443 - Online Port Scan If you do not know what your public IP address is, in your address/search bar type whatsmyip.
  6. Go to C:\Users\DSNVSUser\AppData\Local\Pelco\DSSerenityAPI, open the SerenityAPIService with Notepad. Scroll to the bottom of the log file and check the error(s) you are getting.
  7. Remove the system from Pelco Mobile > Close the app > Relaunch app and re-create system, verify connection.
  8. Open command prompt type: netstat -ano | findstr "443"
    1. Locate the line item(s), to the far right you will see a 4 digit number, this will be the process ID that is using 443 verify that you only have two line items. If not, document the PID and proceed to step 2.


       
    2. If the DS Serenity Service is Stopped, a program or service is taking over port 443, use Task Manager > Processes, go to View > Select Columns, check mark PID.
      1. Find the PID from the netstat and stop or close the program that is using it. If you do not see the process click on Show processes from all users.
  9. Remove the system from Pelco Mobile > Close the app > Relaunch app and re-create system, verify connection.
  10. Contact Technical Support - 800.289.9100

 

Related Articles:

Pelco Mobile requirements connecting to Digital Sentry recorders?

Which mobile devices are compatible with Pelco Mobile?

Pelco Mobile devices can not view cameras after changing the username and password of a configured system.

iTunes installed on the Digital Sentry HVR, NVR, or NVS preventing Pelco Mobile from connecting.

Pelco Mobile DS Web Service installer errors with "HttpCfg.exe was not found" on a Windows XP or Server 2003 system.

Pelco Mobile fails to connect to DS.

Pelco Mobile App won't connect to a system when switching from an external IP (3G) to internal IP (WiFi)

Pelco Mobile does not connect to a Digital Sentry NVR behind a Router/Gateway.

Pelco Mobile fails to connect to DSSRV running v7.5.609 with DS Web Service v2.1.

Configure a Windows service to restart on a schedule using Task Scheduler.