Professional Guide to Resolving Avigilon App Connection Issues
When the Avigilon mobile app won't connect, it can severely limit the flexibility of your enterprise-grade surveillance system. Being unable to access live video, review footage, or receive alerts on the go is a critical failure. This guide provides a systematic, professional approach to diagnosing and resolving connection problems with the Avigilon Control Center (ACC) mobile application.
The solution typically involves verifying the server status, checking network configuration, and ensuring the mobile gateway is functioning correctly.
### Step 1: Verify the Health of the ACC Server
The mobile app is a client that connects to your main Avigilon Control Center (ACC) Server. If the server is down, no clients can connect.
- Confirm Server is Online: Ensure the physical server, NVR, or workstation running the ACC Server software is powered on and has a network connection.
- Check ACC Services: Log in to the server machine. Open the Windows Services management console (
services.msc) and verify that the 'Avigilon Control Center Server' service is running. If it has stopped, try starting it manually. Check the Windows Event Log for any related error messages if it fails to start. - Local Login Test: Can you log into the ACC Client software from a computer on the same local network as the server? If you cannot connect locally, the problem is with the server itself and not the mobile app. Troubleshoot the server first.
## Step 2: Investigate Network and Firewall Configuration
For the mobile app to connect from an external network (e.g., over a mobile data network), traffic must be able to pass through your organisation's firewall and reach the ACC server.
- Port Forwarding: This is the most common point of failure for remote access. You must configure port forwarding rules on your network firewall to direct incoming traffic to the ACC server's internal IP address. You will need to forward the ports for:
- The ACC Server Web Endpoint (check your version's documentation for the exact port number, often TCP 8443 or 443).
- The Avigilon Gateway service if it's in use.
- Firewall Rules: Ensure that both your external network firewall and the Windows Firewall on the server itself are not blocking these ports. Create explicit 'allow' rules for the required ports.
- Public IP Address: Confirm you are using the correct public IP address or dynamic DNS (DDNS) hostname for your site in the mobile app's connection settings. This address must point to your network's firewall.
## Step 3: Check the Avigilon Gateway Service
The Avigilon Gateway is a crucial component that facilitates communication between the ACC Server and mobile clients.
- Ensure Gateway is Installed and Running: The gateway service needs to be installed on a machine within your network (often, but not always, the same machine as the ACC Server). Check the Windows Services to ensure the 'Avigilon Gateway' service is running.
- Gateway Configuration: The gateway must be configured to know the IP address of your primary ACC Server. Open the gateway configuration tool and verify that it is pointing to the correct server address. An incorrect configuration here will prevent the app from finding your sites.
### Step 4: Verify User Permissions and App Settings
Finally, check the settings on the user and client side.
- User Account Permissions: Log into the ACC Client with an administrator account and check the user permissions for the account that cannot connect. The user's group must be granted the right to log in remotely. It's possible to have permissions for local login but not for remote access.
- Correct App Settings: Double-check the connection settings within the Avigilon mobile app on your phone. Ensure the IP address/hostname and port are entered correctly and that there are no typos.
- Update the App: Make sure you are using the latest version of the Avigilon mobile app from the official app store, as outdated versions may not be compatible with your server version.
By systematically inspecting the server, network path, gateway, and user permissions, you can effectively diagnose and resolve any issue preventing your Avigilon app from connecting.