Resolving Avigilon System Synchronisation Issues
Avigilon is a leading provider of professional-grade security solutions, known for its powerful Avigilon Control Center (ACC) software and high-quality cameras. A fully synchronised system is essential for reliable surveillance and recording. When you find that your Avigilon system won't sync, it means that cameras, servers, and clients are not communicating correctly, which can lead to missing footage, inaccurate status information, and a compromised security setup.
This professional troubleshooting guide is designed to help IT managers and system administrators diagnose and resolve the common causes of synchronisation failures within an Avigilon ecosystem.
Common Symptoms of an Avigilon Sync Failure
Identifying the specific symptoms is the first step toward a solution. A sync issue can manifest in several ways across the Avigilon Control Center software.
You may be experiencing a sync problem if you notice:
- Cameras Appear Offline: In the ACC client, one or more cameras are shown as 'Offline' or 'Disconnected', even though you have confirmed they are powered on.
- 'Version Mismatch' Errors: The system reports a version mismatch between the ACC server software and the camera's firmware, preventing them from connecting.
- Time Sync Errors: You receive explicit warnings about time synchronisation (NTP) errors between devices and the server.
- Inability to Configure Devices: You are unable to access or change the settings of a camera from the ACC client because the system cannot establish a stable connection.
- Missing Footage: There are unexplained gaps in the recorded video timeline, indicating the server lost its connection to the camera.
- Red or Yellow Status Icons: Devices in the system tree within ACC are marked with red or yellow icons, indicating a connection or configuration issue.
How to Troubleshoot Avigilon Synchronisation Problems
Follow these technical steps to methodically diagnose and fix the root cause of the sync failure.
1. Verify Network Connectivity and Configuration
The vast majority of sync issues are rooted in network problems. A systematic check is crucial.
- Check Physical Connections: Ensure all network cables are securely plugged into the cameras, the network switch, and the Avigilon server/NVR. Look for link lights on the network ports.
- IP Address Verification: Confirm that every camera and the server have a unique, valid IP address within the same subnet. Use a tool like the Avigilon Camera Configuration Tool to discover devices on the network and verify their IP settings. There should be no IP address conflicts.
- Ping Test: From the Avigilon server (or a computer on the same network), open a command prompt and use the
pingcommand to test connectivity to the IP address of the problematic camera (e.g.,ping 192.168.1.50). A successful response means the network path is open. If it fails, you have a fundamental network issue to resolve.
2. Check Firewall and Port Settings
Firewalls are a common cause of blocked communication. Avigilon systems require specific network ports to be open.
- Server and Client Firewalls: Check the Windows Firewall on the Avigilon server and any client machines. Ensure that rules exist to allow the Avigilon Control Center software to communicate. It's often best to create explicit 'allow' rules for the ACC executables.
- Network Firewalls: If your cameras are on a separate network segment from the server, ensure that any network firewalls or routers are configured to allow traffic on the necessary ports used by ACC for video streaming and control data. Refer to the Avigilon documentation for a full list of required ports.
3. Ensure Software and Firmware Compatibility
Avigilon regularly releases updates. A mismatch between component versions can prevent synchronisation.
- ACC Server and Client Version: Make sure that all ACC client software installations are the same version as the ACC server software.
- Camera Firmware: Check the firmware version of your Avigilon cameras. It must be compatible with your version of the ACC server. If a camera's firmware is too old or too new, it may fail to connect. You may need to upgrade or downgrade the firmware on the camera to match the server's compatibility list.
4. Synchronise System Time (NTP)
All devices in a surveillance system must have their clocks synchronised.
- Configure a Common NTP Server: Designate a single Network Time Protocol (NTP) server for your entire system. This could be a local server or a reliable internet-based one (e.g.,
pool.ntp.org). - Apply to Server and Cameras: Configure the Windows operating system on your ACC server to use this NTP server. Then, log in to the web interface of each Avigilon camera and ensure they are also pointing to the exact same NTP server. Discrepancies of even a few seconds can cause sync failures.
By systematically addressing these four key areas—network, firewalls, software versions, and time—you can resolve the vast majority of Aviglion synchronisation issues and restore the stability and reliability of your security system.