VIVOTEK Speed Dome camera goes offline after updating firmware

Answered

Permanently deleted user

July 08, 2021 04:30

Manufacturer: VIVOTEK
Model: SD9364-EHL-v2
Firmware: 2.2002.22.01e

Diagnostics for camera SD9364-EHL-v2

Confirming target camera provides media stream.
FAILED: Camera request "AddConfiguration" failed with error "Fault info. Reason: Invalid Args. Additional: SOAP-ENV:Sender. Sub info: "http://www.onvif.org/ver10/error":InvalidArgs. ". Please try to reboot the camera, then restore factory defaults on the web-page. Finally, try to update firmware. If the problem persists, please contact support.

Diagnostics complete

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• 

  Anderson Chang

  • Network Optix team

  July 08, 2021 06:34

  Hi @...,

  This issue may relate to the ONVIF request/response between Nx and Vivotek issue, which several users have reported to us.

  We suggest upgrading your Nx Server to 4.2 patch and configuring the media option, please follow the steps below:

  1. Upgrade Nx Server to 4.2.0.33117
  Check MONTHLY PATCH page on: https://my.networkoptix.com/#/download
  
  For Nx Witness In-Client Upgrade:
  Build Number: 33117
  Password: pjpe0h

  2. Modify the Media2 setting
  Go to Camera Settings > Expert tab, select Never in the Use Media2 to fetch profiles dropdown menu, then click OK to save the setting.
  Please give the system 1-2 minutes to initialize the profile.

  

   

  If you found the issue persists after you have done all the above, it is likely we need to have direct access to your devices to have further investigation.
  If you agree to provide direct access for us, I will convert this post into our ticket system for you to provide sensitive information.

  By the way, in order to save time, please refer to this support ARTICLE for providing useful and essential information for us, so we can help to solve the issue as soon as possible.

  Thank you.

  0
• 

  Anderson Chang

  • Network Optix team

  July 16, 2021 07:25

  Hi @...,

  Just checking in to make sure you received our response as it has been a while since we have heard from you. Please let us know if you still need help by responding to this post. We are eager to resolve your question as soon as possible.
  Thank you.

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• 

  Eugene Bogachenko

  March 23, 2022 08:06

  The problem with this camera is still relevant.
  NX Witness version 4.2.0.32840

  Cam SD9364-EHL  Firm. Version: 0114a

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• 

  Anderson Chang

  • Network Optix team

  March 23, 2022 08:40

  Hi Eugene Bogachenko,

  Since the original issue reporter did not come back to us, we still do not find out the cause of the issue.

  Currently, I can only suggest similar things: Please follow the steps below to upgrade your Nx Server to 4.2 patch and configure the media option.

  1. Upgrade Nx Server to 4.2.0.34125
  Check MONTHLY PATCH page on: https://my.networkoptix.com/#/download
  
  For Nx Witness In-Client Upgrade:
  Build Number: 34125
  Password: pjb33u

   

  2. Modify the Media2 setting
  Go to Camera Settings > Expert tab, select Never in the Use Media2 to fetch profiles dropdown menu, then click OK to save the setting.
  Please give the system 1-2 minutes to initialize the profile.

  

   

  If you found the issue persists after you have done all the above, it is likely we need to have direct access to your devices to have further investigation.
  If you agree to provide direct access for us, I will convert this post into our ticket system for you to provide sensitive information.

  Thank you.

  0
• 

  Eugene Bogachenko

  March 23, 2022 09:08

  Thanks.
  It looks like this solved my problem.
  I will update the firmware on another camera and check.
  
  

  1
• 

  Eugene Bogachenko

  April 21, 2022 14:49

  This update solved my problem.

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• 

  Anderson Chang

  • Network Optix team

  April 22, 2022 02:41

  Hi Eugene Bogachenko,

  It is good to hear the issue has been solved.

  We appreciate the updating and confirming this issue.

  Thank you.

  0

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