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FAULT FINDING PROCESSES P a g e | 1 Doc NO: INS11 V20140103 CCTV Troubleshootin

FAULT FINDING PROCESSES P a g e | 1 Doc NO: INS11 V20140103 CCTV Troubleshooting Guide Symptom Possible cause Corrective Action Local (DVR) Viewing Monitor is blank Monitor has gone into power saving mode Move the mouse or press a key on the keyboard Monitor is turned off Press power button on monitor Power point is switched off Check switch at power point Power cord is disconnected 1. Check power cord is firmly plugged into back of monitor 2. Check power cord is firmly plugged into power point Video cable is not connected to DVR Check connection of video cable at back of DVR and monitor DVR has no power / Faulty Check DVR Power Has Power Monitor is Faulty LOG A SERVICE CALL DVR has no power DVR is turned off Press the power button on the DVR Power point is switched off / faulty Check switch at power point or change points Power cord is disconnected 1. Check power cord is firmly plugged into back of DVR 2. Check power cord is firmly plugged into power point The UPS has no power See UPS Has No Power DVR Power Supply is faulty LOG A SERVICE CALL UPS has no power UPS is turned off Press & hold down the power switch on the UPS (3 seconds) Power point is switched off / faulty Check switch at power point or change points Power cord is disconnected 1. Check power cord is firmly plugged into back of UPS 2. Check power cord is firmly plugged into power point UPS is faulty LOG A SERVICE CALL UPS is making a beeping sound Power has failed This is normal during a power outage Power point is switched off / faulty Check switch at power point or change points Power cord is disconnected 1. Check power cord is firmly plugged into back of UPS 2. Check power cord is firmly plugged into power point Internal batteries have failed LOG A SERVICE CALL No video on multiple cameras Video connector disconnected from DVR Check video connector is firmly plugged into rear of DVR Camera power supply is switched off at the power point Check switch at power point Power cord for camera power supply is disconnected from power point Check power cord is firmly plugged into power point Fuse has blown on power supply (Cabinet style power supply only) Check main fuse on power supply, Replace if necessary You don’t have permissions to view camera/s Consult your manager Camera power supply is faulty LOG A SERVICE CALL No video on one camera or camera not appearing on screen Camera video cable is loose at the video connector Check BNC connectors on the relevant input to the video connector Camera channel fuse has blown on power supply (cabinet style only) Check camera fuse on power supply, Replace if necessary Camera is faulty LOG A SERVICE CALL You don’t have permissions to view camera/s Consult your manager If new camera, camera may not be configured correctly on DVR or in VMS software. LOG A SERVICE CALL FAULT FINDING PROCESSES P a g e | 2 Doc NO: INS11 V20140103 Symptom Possible cause Corrective Action You can see the DVR application is not responding to input or is frozen Mouse or Keyboard disconnected or wrong input on KVM is selected Check mouse/keyboard is firmly connected DVR Check KVM switch is on the correct input. System has frozen Either press the RESET button (if available) on the DVR or cycle power to restart it The software is locked You need to login and enter a username & password eMap not displayed, even when I click on the eMap button (Freedom VMS only) The eMap is hidden behind another window or minimized Hold down the <ALT> key and press the <TAB> key until you see one of these emap icons or hover mouse over the Windows taskbar and click the MFC icon. There are no eMap available for your site You could create eMaps yourself or talk to your CCTV specialist about having some installed. The DVR is on but the screen is displaying the Windows background DVR software is minimised Move the cursor to the bottom of the screen to display the Windows Task Bar. If the DVR program icon can be seen, click it to restore the DVR software DVR software is not running Click the Windows Start button. Navigate to the DVR software folder under All Programs. Click the DVR program icon Public Viewing Monitor (PVM) is blank Monitor is turned off Press power button on monitor Power point is switched off Check switch at power point Power cord is disconnected Check power cord is firmly plugged into back of monitor Check power cord is firmly plugged into power point Video cable not connected to PVM Check connection of video cable at back of PVM Incorrect video source selected Press the Source button on the PVM to select AV source Monitor is faulty LOG A SERVICE CALL In multi Freedom DVR site, I cannot view cameras from other DVRs like I normally do Connection has been lost Reboot the DVR/s you cannot see cameras from Password this DVR is using to connect to remote DVR is incorrect Change password to correct one. Switch is un-responsive Cycle the switch power. Cannot view cameras from an off-site DVR like I normally do You have no Internet connection either at the remote site or locally Try restarting the router at the remote site & locally Network Switch or router is not working Check switch/router has power. Cycle power to switch/router DVR is off or disconnected or settings have been changed on DVR Turn on DVR, connect DVR or check settings on DVR Port forward is not configured or firewall is blocking connection Configure port forwarding & firewall exceptions correctly Transcode playback or iPhone app not displaying video (Freedom Svr only) Transcode Server may have hung Click the menu button (up arrow icon) and select ‘Re-start Trancode Service’and wait approx. 2minutes. If still not working restart router/switch uploads/Geographie/ troubleshooting-guide 6 .pdf