Resolving Avigilon Third-Party Application Integration Issues
Avigilon's power lies not just in its high-quality video surveillance, but also in its ability to integrate with a wide ecosystem of third-party applications. From access control systems to analytics platforms and point-of-sale software, these integrations enhance the value of your security investment. However, when the link between your Avigilon Control Center (ACC) and a third-party app breaks, it can disrupt your operations.
This guide provides a systematic approach to troubleshooting common issues that arise when working with third-party applications connected to your Avigilon system. We'll cover connectivity, authentication, and data flow problems to help you restore full functionality.
Who is this guide for?
This guide is for Avigilon system administrators and security managers who are responsible for maintaining integrations with third-party software. Whether you're setting up a new integration or troubleshooting an existing one that has stopped working, these steps will help you diagnose the problem.
Common Symptoms of Integration Failure
Problems with third-party app integrations can manifest in several ways. Your first step is to accurately identify the symptom:
- Connection Failed Error: The third-party application explicitly states it cannot connect to the Avigilon server.
- No Video Feeds: The application connects, but no live or recorded video streams are available from the Avigilon cameras.
- Authentication Errors: The application reports an "invalid username or password" or "access denied" error.
- Missing Cameras or Devices: The app connects successfully but does not show all the cameras or devices that should be available.
- Events Not Triggering: Avigilon analytic events (e.g., motion detection) are not being received or are not triggering actions in the third-party software.
- Intermittent Connectivity: The integration works for a while and then disconnects randomly.
- Poor Performance: Video streams are laggy, delayed, or of very low quality compared to viewing them directly in ACC.
How to Troubleshoot Avigilon App Integrations
Follow these steps logically to pinpoint the source of the integration problem.
1. Verify Network Connectivity and Firewall Rules
The most fundamental requirement for any integration is a stable network path between the two systems.
- Ping the Server: From the machine running the third-party app, open a command prompt and try to ping the IP address of the Avigilon ACC server. If you don't get a reply, there is a basic network connectivity issue that needs to be resolved first.
- Check Network Ports: Third-party integrations communicate with Avigilon using specific TCP/IP ports. Consult the documentation for the third-party app to find out which ports it requires. Common ports include 38880 and 38881. Ensure that any firewalls on the Avigilon server, the third-party server, or on network hardware in between are configured to allow traffic on these ports.
- Confirm Server Address: Double-check that the IP address or hostname of the Avigilon server is entered correctly in the third-party application's settings.
2. Check Avigilon User Accounts and Permissions
Integrations do not use your personal login; they use a dedicated user account within ACC.
- Dedicated User Account: Verify that a specific user account has been created in ACC for the third-party application.
- Correct Permissions: This is a critical step. Log in to ACC as an administrator and check the permissions for the integration's user account. This user must be part of a group that has the necessary permissions. For example, if the app needs to view live video, it needs the 'View live video' privilege for the required cameras. If it doesn't have the right permissions, it may connect but will not be able to access any data.
- Password Check: Carefully re-enter the password for the integration user account in the third-party app's settings. A typo is a simple but common mistake.
3. Ensure SDK and Software Version Compatibility
Avigilon integrations rely on the Avigilon SDK (Software Development Kit), and version mismatches are a common point of failure, especially after an upgrade.
- Check ACC Version: Note the exact version of your Avigilon Control Center server software.
- Check SDK Version: The third-party app will require a specific version of the Avigilon SDK to be installed on the machine it runs from. Ensure that the installed SDK version is compatible with your ACC version. This information is critical and should be in the third-party app's release notes or manual.
- Update if Necessary: If you have recently upgraded your ACC server, you will likely need to upgrade the Avigilon SDK on the third-party machine and potentially the third-party application itself.
4. Review Logs
Logs are your best friend for diagnosing complex issues.
- Avigilon Logs: Check the Avigilon Control Center logs for any error messages related to login attempts from the integration's user account or connection failures.
- Third-Party App Logs: The third-party application will have its own logging system. Review these logs for more specific error messages that can tell you exactly why the connection is failing or why data is not being received.
By systematically working through these areas—Network, Permissions, Compatibility, and Logs—you can effectively diagnose and resolve the vast majority of Avigilon third-party integration issues.