Resolving Issues with Your Avigilon Cloud Storage
Avigilon Cloud Services (ACS) provide a powerful hybrid solution, combining the reliability of on-premise Avigilon Control Center (ACC) recording with the flexibility and accessibility of the cloud. This allows you to view live and recorded video, manage your system, and receive notifications from anywhere. However, when the connection between your on-site system and the cloud fails, it can disrupt these critical remote capabilities.
Problems with cloud storage can manifest in several ways, such as being unable to view footage remotely, finding gaps in your cloud-based timeline, or receiving connection error messages. This guide will walk you through the common causes of Avigilon cloud storage issues and how to troubleshoot them effectively.
Understanding How Avigilon Cloud Storage Works
It's important to understand that ACS is a hybrid model. Your primary video recording still happens on your local ACC server or NVR. The system then securely uploads specific event footage, bookmarks, or a continuous stream (depending on your configuration) to the cloud. This means troubleshooting involves checking three key areas:
- The On-Premise ACC Server: It must be powered on, running the ACC software, and connected to the internet.
- The Network Connection: The local network and internet connection must be stable and correctly configured to allow outbound communication.
- The Cloud Service Itself: Your ACS subscription must be active and correctly configured.
Troubleshooting Common Cloud Storage Problems
Let's address the most frequent issues step-by-step.
1. Verify Internet Connectivity at the Site
The most fundamental requirement is a working internet connection for your ACC server.
- Check Server Connection: Log in to the ACC server itself (or ask your IT administrator to do so) and try to access an external website to confirm it has internet access.
- Review Network Hardware: Check that all network switches, routers, and firewalls between the server and the internet are powered on and functioning correctly. A simple reboot of the site's primary router can sometimes resolve connection glitches.
- Check Bandwidth: Insufficient upload bandwidth can cause videos to upload slowly or fail altogether, creating gaps in your cloud timeline. Run a speed test from the local network to ensure your upload speed meets Avigilon's recommended levels for your camera count.
2. Check Your Cloud Services Subscription
Ensure that your Avigilon Cloud Services subscription is active and has not expired. Your system administrator can verify the account status through the ACS web portal. An expired subscription is a common reason for an abrupt stop in cloud uploads.
3. Review Firewall and Port Settings
This is a very common technical hurdle. For the ACC server to communicate with the Avigilon cloud, it needs to be able to send data out through your network's firewall.
- Required Ports: Avigilon requires certain outbound TCP ports (primarily port 443 for secure traffic) to be open.
- Firewall Rules: Corporate firewalls often have strict rules that may block the connection. Work with your IT department or network administrator to ensure that the necessary firewall rules are in place to allow traffic from the ACC server to the Avigilon cloud domains. Refer to the official Avigilon documentation for the specific FQDNs (Fully Qualified Domain Names) that need to be whitelisted.
4. Ensure the ACC Server and Services are Running
- Check Server Status: Confirm that the physical or virtual server running the ACC software is powered on.
- Check ACC Services: On the server, check the Windows Services console to ensure that all Avigilon Control Center services (like the ACC Server, ACC Web Endpoint, and ACC Gateway) are running. If a service has stopped, try restarting it.
5. Update Avigilon Software
Running outdated versions of the ACC software can lead to compatibility issues with the cloud platform. As part of your regular maintenance, ensure your ACC Server software is updated to the latest stable version recommended by Avigilon. Updates often include critical bug fixes and performance improvements related to cloud connectivity.
Analysing Logs for Clues
For more advanced troubleshooting, the ACC Server logs are an invaluable resource. The logs will contain specific error messages related to cloud connection attempts. For example, you might see errors indicating "DNS resolution failed" or "Connection timed out," which can point you directly to a network or firewall problem. Reviewing these logs with your system administrator or Avigilon support can rapidly accelerate problem resolution.
If you've worked through these steps and are still experiencing issues, it's time to engage official Avigilon technical support. They have the tools and expertise to perform a deeper dive into your system's configuration and logs.