Professional Troubleshooting for Your Avigilon Security System
An Avigilon security system is a powerful, enterprise-grade solution for video surveillance. When it's not working correctly, it can compromise the safety and security of your facility. Unlike consumer-grade systems, troubleshooting Avigilon issues often requires a more systematic, IT-focused approach.
This guide is designed for administrators and IT professionals responsible for maintaining an Avigilon Control Center (ACC) system. We will cover the most common failure points, from camera disconnections to server and client connectivity problems.
## Scenario 1: A Single Camera is Offline or Disconnected
When a single camera drops from the ACC system view, the problem is usually isolated to the camera itself or its direct network path.
- Check Physical Layer:
- Power: Most Avigilon cameras use Power over Ethernet (PoE). Check the status lights on the PoE switch port to which the camera is connected. Is it showing that power is being delivered and a link is established?
- Cabling: Test the Ethernet cable or try a new one. A faulty cable is a simple but common point of failure.
- Check Network Connectivity:
- Ping the Camera: From the ACC server (or another computer on the same VLAN), open a command prompt and try to ping the camera's IP address.
- If the ping fails (times out), you have a fundamental network issue. The camera is not on the network. Verify its IP address, subnet mask, and check for any network hardware issues (e.g., a faulty switch port).
- If the ping succeeds, the camera is on the network, and the problem is at the application layer.
- Check Application Layer:
- Credentials: Has the camera's password been changed recently? Log into the camera's web interface directly using its IP address. Verify the username and password. Then, in the ACC Client, go to the camera's setup and ensure the credentials stored there match the camera's actual credentials.
- Firmware: Is the camera's firmware version compatible with your version of ACC Server? Check the Avigilon release notes to ensure compatibility. You may need to upgrade or downgrade the camera's firmware.
## Scenario 2: ACC Client Cannot Connect to the ACC Server
If users cannot log in with their ACC Client software, the issue is between the client workstation, the network, and the server.
- Verify ACC Server Service:
- Log in directly to the Windows machine running the ACC Server software.
- Open the "Services" application (services.msc).
- Find the "Avigilon Control Center Server" service in the list.
- Ensure its status is "Running." If it is stopped, try to start it manually. If it fails to start, check the Windows Event Viewer for error logs related to the ACC service.
- Check Network Connectivity and Firewalls:
- From the client machine, try to ping the ACC Server's IP address. If it fails, you have a basic network connectivity problem that needs to be resolved first.
- Firewalls are the most common cause. The ACC system uses several network ports for communication. By default, the primary ports are TCP/UDP 38880 and 38881. Ensure that the Windows Firewall on the server, any network firewalls, and any antivirus software on the client machine are configured to allow traffic on these ports.
- Check ACC Version Compatibility: Ensure that the ACC Client version is compatible with the ACC Server version. An older client may not be able to connect to a newer server. It is best practice to keep all components on the same version.
## Scenario 3: System is Not Recording
If you can view live video but have no recorded footage, the problem lies with the storage configuration or data flow.
- Check Storage: On the ACC Server, open the ACC Admin Tool. Check the storage volume status. Is the drive full? Is it showing an error? Is it configured correctly as a storage location for the cameras in question?
- Check Camera Recording Schedule: In the ACC Client, navigate to the settings for the camera that is not recording. Check its "Recording" schedule. It might be configured to not record at certain times or on certain events.
- Check for Intermittent Packet Loss: Even if a camera appears online, a very poor network connection can cause severe packet loss. This means the video data never makes it from the camera to the server to be recorded. Check the camera's statistics in the ACC client for high packet loss or latency.
By following these structured steps, you can efficiently diagnose and resolve the majority of issues encountered with an Avigilon security system.