Surveon SMR8300 Troubleshooting Guide is here to help you solve the frequently encountered problems when operating the SMR8300.

1. SMR8300 Product Troubleshooting Guide

2. Outline
• Basic Troubleshooting
– Why SMR8300 can’t search any camera in LAN?
– Why SMR8300 can’t add ONVIF camera?
– Why can't I see the live view?
– Why can't I see the playback video?
– Why SMR8300 doesn’t record video?
– Why remote client can’t access the SMR8300
• Advanced Troubleshooting
– Why I see the RAID degrade/RAID failed message in event log?
– Why the image is not real time on SMR8300?
– Why the SMR8300 display quality doesn’t like Full HD?
– Why the video is not smooth in playback?
– How to rebuild SMR8300
• How to handle unsolved issue?
• Support resource
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3. Basic troubleshooting
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4. Why SMR8300 can’t search any camera in LAN?
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5. Why SMR8300 can’t search any camera in LAN?
• Check camera
– Power on already: Surveon camera status LED would show green
– IP is correct: IP address is located the same as SMR8300
– Camera is in supported list: SMR8300 can’t search non-support camera. Check
the support camera list: http://www.surveon.com/product/NVR_support.asp
• Check switch
– Check the switch Ethernet ports are lighting on and blinking
– Some advanced switch might block network broadcast packet, check the
switch or use a basic switch to test.
• Check NVR
– IP address is located the same as IP camera
• Simple Verification Procedure
– Please use a simple switch to connect camera and SMR8300 directly and
search again
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6. Why SMR8300 can’t add ONVIF camera?
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7. Why SMR8300 can’t add ONVIF camera
• Check ONVIF camera version by ONVIF device manager v2.2.250
– ONVIF test tool download link http://goo.gl/sDwdlU
– Input camera user name and password
– Check camera IP address and double click the camera
– Check ONVIF version
– Check if the image can show on preview window
• If the image can show on preview window in ONVIF device manager but
SMR8300, please contact your SI or Surveon FAE for support. Refer to
topic “how to handle unsolved issue”
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8. Why can't I see live view on SMR8300?
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9. Why can't I see the live view on SMR8300?
• Check SMR8300 network setting and status
– Click Setup > Network > Multiple LAN
– Status is Connected? Is it located same LAN as cameras?
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10. Why can't I see the live view on SMR8300?
• Open Firefox browser to access camera from SMR8300
– Right click camera -> camera settings -> General Camera
– Click Go To Web Interface button
– If SMR8300 cannot access camera directly, please check
the network status or camera status.
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11. Why can't I see the live view on SMR8300?
• Do you select correct camera model?
• Do you use ONVIF to connect camera?
– If you use ONVIF protocol to access the camera, please check the
ONVIF version first in “Why SMR8300 can’t add ONVIF camera?” to verify
camera ONVIF capability
• Check camera connection
– Ensure the camera concurrent connections are not exceeds camera
limitation
• Surveon: Default maximum connections is 5.
• Verify steps (Surveon camera): Change camera login password and reboot
the camera to cut off another connections.
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12. Why can't I see the playback video on
SMR8300?
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13. Why can't I see playback video on SMR8300?
• Check if SMR8300 recording data exists in hard
disks
– Ensure the playback date is marked as green.
– Ensure the playback time bar has video.
– If you use remote client, ensure the time setting are the
same as SMR8300.
• If there is no recording data in RAID, please refer to
the next topic ”Why SMR8300 doesn’t record
video”.
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14. Why SMR8300 doesn’t record video?
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15. Why SMR8300 doesn’t record video?
• Ensure the recording icon is presented in the liveview
channel
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16. Why SMR8300 doesn’t record video?
• Check recording policy in global schedule
– Motion recording will record by motion trigger (Default)
– Event recording will record by event trigger
– No Record won’t record video
– Always recording will record video 7/24.
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17. Why SMR8300 doesn’t record video?
• If you setup camera motion recording, check camera motion
recording has been setup completely
– Surveon camera:
• Go to SMR8300 recording schedule, check the motion recording is setup
• Go to camera web GUI and check the motion detection is enabled
– 3rd party camera
• Go to camera support list and check if SMR8300 support the camera:
http://www.surveon.com/product/NVR_support.asp
• Enable general motion detection
– ONVIF
• Enable general motion detection
• If camera doesn’t support camera motion detection, you can
use general motion detection. But the general motion
detection might impact the SMR8300 performance.
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18. Why SMR8300 doesn’t record video?
• Check storage status
– Click setup button and go to Storage
– Check below parameters
• Online: Yes
• Data type: Video
• Enable/Disable: Enable
• Status: Normal
– If your storage status is different with above setting, it
means your storage encounter problems. Please refer to
the topic “How to rebuild SMR8300”
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19. Why remote client can’t access the SMR8300
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20. Why remote client can’t access SMR8300
• Use the latest version of remote
client to access SMR8300
– http://www.surveon.com/suppor
t/firmware.asp#VMS
• SMR8300 could be added by SCC
• Delete SMR8300 in SCC domain server
• Clean SCC data in SMR8300
• Or use SCC client to login SMR8300
• Check remote client IP address is in
the same IP segment as SMR8300
• Disable Windows OS Firewall
• Create allow rules to let the NVR
pass the firewall.
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21. Advanced troubleshooting
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22. Why the image is not real time on SMR8300?
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23. Check the delay situation
• Megapixel IP camera streaming is not 100% real time.
– Depends on the network traffic status, in general the delay time might
between 0.3 to 1 second.
• If you only use a simple switch to connect the camera and
SMR8300 directly, the latency time should be 0.3 second ~ 0.7
second.
• Verification Procedure: Check the latency issue exists on camera,
switch or NVR
– Camera: Use a notebook and open IE browser to connect camera which
doesn’t be connected by other network devices and check if the latency
still presents.
– Switch: Use a simple switch to connect the camera and notebook directly
and check if the latency still presents.
– NVR: Use another camera model to connect NVR and check if the latency
still presents on NVR
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24. Check the delay situation
• Delay issue exists in Camera
– Camera may Overloading
• Reduce Resolution
• Reduce FPS
• Reduce connections, Go to camera settings>System>System Log, check current count of user.
• Change password and reboot the camera to cut off another connections, reduce the
connections under 2.
• Delay issue exists in Switch
– Switch may Overloading
• Select 1Gbps core switch
• Setup VLAN to avoid network Traffic jam
• Delay issue exists in NVR
– NVR CPU Loading too high
• Check CPU usage
• Try to disable VI setting
• Try to disable general motion detection
• Only display stream 2 on live view, switch stream1 to stream2 on live view
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25. Why the video is not smooth in playback?
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26. Why the video is not smooth in playback
• Check Camera
– Open FPS display to check camera current fps setting
– Check bit rate, lower bitrate will reduce FPS (In 2MP pixels, 20fps
require 2Mbps at least, 30 fps requires 3Mbps at least)
– The steaming FPS must achieve to minimum 22 FPS, it will looks like a
real time streaming
• Disk IO performance is not enough to write full frame rate in
hard disks
– Non RAID for the number of camera < 9
– RAID 5 for number of camera > 9
– RAID 1 depends on how many disks in the RAID group
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27. Why I see the RAID degrade or RAID
failed message in event log?
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28. RAID degraded
• RAID degraded definition: one disk is failed in RAID 1/5/6
• When you see RAID degraded in event window
– Move the cursor to storage icon to locate which disk is broken.
– Power off SMR8300 and replace the faulty HD which shows failed.
– Power on SMR8300 and RAID will start to rebuild automatically
– SMR8300 will show RAID Rebuild Start in event window
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29. RAID failure
• RAID failed definition: RAID is destroyed, you must replace faulty HD and
rebuild the system.
• If you see RAID failure in event window
– Move the cursor to storage icon to locate which disks are broken.
– Power off SMR8300 and replace the faulty HD which are failed.
– Refer to topic “How to rebuild SMR8300”
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30. How to rebuild SMR8300?
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31. How to rebuild SMR8300
• Confirm all hard disks are detected in SMR8300
• Download the application note and follow the steps to
rebuild SMR8300.
• Refer to application note “How to Restore SMR8300 to Factory
Default ”
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32. How to handle unsolved issue?
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33. Collect background information
• Report SMR8300 version
– Logout and press F8 to check complete version
information
• Report camera model, firmware version
• How many hard disks are plugged in SMR8300
• Report disk model, RAID type
• Provide the snapshots to technical support.
• Check the S/N information on the label on SMR8300
• Open remote assistance in network setting
• Describe the problem in detail.
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34. How to handle unsolved issue
• If you are end-user, contact your vendor or System Integrator
• If you are System Integrator, contact Surveon Tech Support
– Ticket system
http://esupport.surveon.com/LoginPage.aspx
– Support mail
http://www.surveon.com/support/support.asp
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