Troubleshooting Guide 05182011

Troubleshooting Guide
2011 DIGIOP Technologies Rev. 5/2011
Contents
Contents ....................................................................................................................................................................... 2 About this Guide .......................................................................................................................................................... 3 Dell Onboard Quick Diagnostics ................................................................................................................................. 4 Dell 32bit Diagnostics.................................................................................................................................................. 6 Determining Software Versions ................................................................................................................................... 8 How to Exit NetBackup Agent .................................................................................................................................. 10 Checking the Event Logs in DIGIOP/Windows Event Viewer ................................................................................. 11 Hard Drive Diagnostics.............................................................................................................................................. 13 Memory Testing ......................................................................................................................................................... 14 Video Capture Card ................................................................................................................................................... 15 DVDR/CDR Drive ..................................................................................................................................................... 16 PTZ installation/troubleshooting ................................................................................................................................ 17 Testing Com port using HyperTerminal with 4-pin connector .................................................................................. 22 Troubleshooting Audio Issues ................................................................................................................................... 25 How to boot with a bootable disk .............................................................................................................................. 27 How to Burn Image/*.iso to a CD/DVD with Nero ................................................................................................... 28 Why am I unable to ping DVR?................................................................................................................................. 31 Setting up the DIGIOP DVR for Remote Access ...................................................................................................... 34 System Keeps Rebooting (Bios Setting) .................................................................................................................... 40 How to Extract Executables (.exe) with Universal Extractor..................................................................................... 41 DIGIOP Series 7 Licensing Error Codes ................................................................................................................... 42 G3 (Dell) Beep Codes ................................................................................................................................................ 43 G3 (Dell) System Lights ............................................................................................................................................ 44 G3 (Dell) Diagnostic LEDs........................................................................................................................................ 45 G3 (Hewlett-Packard) Diagnostic Lights and Beep Codes ........................................................................................ 47 Unit does not power up .............................................................................................................................................. 51 Recovering a lost password........................................................................................................................................ 53
DIGIOP Troubleshooting Guide
About this Guide

This guide provides diagnostic information and troubleshooting steps for the DIGIOP digital video management system and is intended for installers, administrators, or others charged with servicing the system. If you have any further questions about DIGIOP products, you can visit www.digiop.com where additional guides and video tutorials are available.
Dell Onboard Quick Diagnostics

All DIGIOP DVRs on the Dell hardware platform include a quick onboard diagnostic tool to check hard drives and memory and can be accessed from the F12 menu on system boot.
Select the drive that you want to test.
When the test is complete, you will be prompted to run additional memory tests.
Results of these tests will be posted for your review and you will be forced to reboot the system.
Dell 32bit Diagnostics

Each Dell platform has its own 32bit diagnostics tool that can be downloaded from Dells web site or DIGIOPs FTP site. This tool performs a detailed hardware evaluation to identify potential hardware issues. When downloading the tool, you must first burn the file as bootable ISO on a DVD. You can find this bootable disc at: http://support.dell.com/support/downloads/index.aspx?c=us&cs=19&l=en&s=dhs. Enter your service tag and download the Dell 32bit Diagnostics that is for your model. Also note the Diagnostics LEDs on the front or back of the unit and note which lights are on or off. For more information in regards to Dell LED indicators and beep codes, reference the DIGIOP Server Technical Guide or contact a DIGIOP Product Support Representative. Place the 32bit diagnostic DVD in the drive and reboot the system. From this initial screen, select Test System and then either run an Extended Test or customize which hardware components you desire.
On the right side of the screen, results will be posted from your tests.
Determining Software Versions

How to find your version information on the DVR: Login to DIGIOP Server Double left click the DIGIOP (Older versions say General Solutions) icon in the lower left hand corner. The software version is located under Version Information about midway down the page. Note: Other useful information can be determined from this page as well. Model Information contains specific model details about the unit. Version Information contains software version and the date that version was implemented System Information will give information on the HD space in the unit, type of CPU, total RAM, video RAM, the MAC address, and the IP address assigned to the unit Record Amount Information is useful for determining how many days the unit will store information and will automatically adjust for changes made to the unit by the user.
How to find your software version number on Remote Manager: Login to the Remote Manager client software. Right click ANY video channel/input window to pull up a menu. Select About from the bottom of the menu and it will pop up a window showing the version of the Remote Manager at the top of the window as show below.
How to find software version information on Reflection:
Reflection tells you what version currently resides on the client when you launch the product. The information is located in the upper left hand corner.
How to Exit NetBackup Agent

What is NetBackup Agent? NetBackup Agent is a network video archiving utility. It also prevents you from opening any windows on the desktop. When opening windows on the desktop, such as, Internet Explorer, it will close the IE window. To prevent this you must exit NetBackup Agent. To exit NetBackup Agent, exit DIGIOP application.
On the Windows desktop you will see this icon. If you hover your mouse over the icon, it will display NetBackup Agent. Right click the Icon and select exit.
To re-enable NetBackup Agent, browse to c:\DissTech\Bin and double click the DIGIOP Netbackupagent.exe, or restart the machine.
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Checking the Event Logs in DIGIOP/Windows Event Viewer

DIGIOP Event Logs are a great way to find out what issues your system may be having. It will log shutdowns, startups, hard drive failures, system restarts, video loss and many more events. To check DIGIOP Event logs, log in as admin. Click Event Log View
In this example, you would select the time/date of hard drive failure and on the right side you would find the Event ID failure
To check Windows Event Viewer logs, exit DIGIOP application and exit NetBackup Agent. Browse to Start, Run and type eventvwr.msc. You can also access Windows Event Viewer by right clicking on My Computer and selecting manage.
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Click on the System events to access logs stored by Windows that will show you hardware errors. Warnings, Errors and Information are all logged on the right sided panel.
You will see the Event ID along with description of the information logged. You can find out more information at the web link provided by Microsoft.
You may also use http://www.eventid.net/ a non-affiliated Microsoft website that can help explain in more detail what the Event ID means.
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Hard Drive Diagnostics

Symptoms of a bad hard drive: Clicking hard drive, system blue screens, drive not formatted, computer keeps rebooting, system freezes or hangs, drive or device not found, no bootable device available, unable to load a recovery.
A hard drive test is necessary to test for surface and mechanical defects on the drive. If youre hard drive reboots randomly or shows the previous symptoms there could be a bad sector on the hard drive or a mechanical defect.
Please refer to the previous section, Checking the Event Logs in DIGIOP/Windows Event Viewer to properly diagnose suspected Hard Drive failure.
For all Dell units, please refer to the Dell Diagnostics sections at the beginning of this document. Please write down all error codes if any and be ready to provide them to DIGIOP Product Support when asked.
If the DIGIOP DVR is on another platform then follow these steps: 1. With the DVR powered off and unplugged, pull out the hard drive out of the DVR and write down the manufacturer and model number.
2. Go to the manufacturer website and download the diagnostic tools for your specific model hard drive. Western Digital: http://support.wdc.com/product/download.asp?lang=en Seagate: http://www.seagate.com/www/en-us/support/ You will want to download the Diagnostics ISO image for DOS. This is a bootable disk image that you can run from a system boot and test the Hard Drives. If you are unable to access the Internet to download these diagnostics, check the Event Logs in DIGIOP/Windows Event Viewer. This will help you find out if the hard drive is failing.
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Memory Testing
Symptoms of a bad memory: random crashes or constant rebooting, failure to boot, blue screen. For all Dell units, please refer to the Dell Diagnostics sections at the beginning of this document. Please write down all error codes if any and be ready to provide them to DIGIOP Product Support when asked. MemTest is a free software utility that tests memory in pc. You can download MemTest iso image from our FTP site (located in the Memory diagnostics folder/memtest) or on the web at www.memtest.org. This disc is a bootable disk image that you can launch from a system boot.
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Video Capture Card

Symptoms of a bad video capture board: distorted graphics on screen, computer keeps rebooting, VXD errors,
no video on a single channel or across all channels. What to do if getting no video on all channels? While the machine is powered off and unplugged. Unseat/reseat the video capture board. Many times during shipment or when the DVR is moved the capture card may become unseated. Verify that you have the video dongle plugged into the right port (please refer to user manual) Unplug the squid cables and re-insert. Verify that cameras are properly powered. While the machine is powered off and unplugged. Clean the contacts on the video capture card, verify it is free from corrosion, debris or physical burn marks on the capture board. Try another PCI slot, if available. The issue may be with the Motherboards PCI Slot. If able, try swapping video capture card to verify the board is defective. Check Capture Card drivers in Device Manager. Please note that location of the drive can vary. Run a recovery to reload the capture card drivers What to do if getting no video on a single or few channels? Verify that you have the video dongle plugged into the right port (please refer to user manual) Try a working port. Swap a known working camera with the defective camera and verify if the issue follows the camera or the port. Swap the camera from the suspected defective port and see if video shows up on the known working port. Try another working video dongle cable. Verify that the cameras are properly powered. Test the voltage of the camera and verify if you are getting one volt peak to peak. What to do if I am getting static or green lines on my video? Try a working port. Swap a known working camera with the defective camera and verify if the issue follows the camera or the port. Swap the camera from the suspected defective port and see if video shows up on the known working port. Try another working video dongle cable. You can adjust the gain for the cameras through our software; this is contingent upon your version of software. Exit out of the DIGIOP application. Once you get to the windows desktop, click Start, Help and Support. A Factory setting windows should open (see below), select DX Display Mode on the right, adjust accordingly, and select 6 for the highest gain. Once you have selected 6, you can exit Factory Settings. Next, launch the DIGIOP application. If your cameras show up correctly, run a System Backup, by selecting Tools, Configure, System tab, System Backup
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DVDR/CDR Drive
Symptoms of a bad DVDR/CDR Drive: failure to boot to a Recovery CD, unable to read media, unable to export video to DVD Drive, DVD Drive not showing up in Device Manager
1. If you receive a message unable to boot verify the disc is bootable. Try the disc in another PC and boot from it. Many times at startup you will have the option to enter Setup for the bios to make adjustments to the boot order in the Boot Menu. Make sure the Bios is set to boot from DVDR/CDR drive first.
2. Try using a bootable disc from another manufacturer. This will give you an indicator if the issue resides on the DVDR/CDR Drive or the disc. 3. If you have a CD-RW Drive make sure you are not using DVD media.
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PTZ installation/troubleshooting
Unable to control PTZ:
1. Check to make sure you have a PTZ serial com cable attached.
2. Make sure the 4-pin color cable is connected. You will use a 2 wire RS422 connection. Pin 4 (TX-) and Pin 3 (TX+) are always the two wires closest to the RJ-11 jack. Do not go by the color scheme because the color scheme is different on many machines.
3. Verify the cable connection to the PTZ camera RX- and RX+ are correct. The RX- goes to pin 4 (TX) and RX+ goes to pin 3 (TX+) on the 4-pin connector on the back of the DVR. Note: Remember the DIGIOP DVR transmits (TX) data and the camera receives data (RX).
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4. Select the analog PTZ Dome address and protocol needed for you PTZ. You will find this in the manual provided by your PTZ camera manufacturer. If you do not have this document you can look up the manufacturer manuals online if available or request one from the manufacturer. You cannot setup a PTZ without this information. 5. For Demonstration purposes, we are using PTZ Dome Address 1 and Pelco D protocol Analog PTZ Dome Manual:
6. On the analog PTZ Dome we have changed the dip switches for the protocol Pelco D Protocol with Baud rate of 2400. 1, 2, ON, 3,4,5,6 OFF 7. Set Dome ID Address. For this demonstration we have set the ID to 1
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8. Check the jumper on the IO board accordingly, defaulted at 422
9. Exit out of DIGIOP application and exit Netbackupagent.exe (See page 10).
10. On the Windows Desktop click the Start menu and select Run and type devmgmt.msc If unable go to the Control Panel, right click the System Icon, select properties. Click on the hardware tab, click Device manager. Verify the COM 1 port available.
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11. When you first logon DIGIOP you will see the specifications configured for the PTZ camera.
12. Click Tools and select Configure. Then click the PTZ tab and select the Use PTZ checkbox. Select the camera and the Enable PTZ option. In this example, Pelco D with 2400 baud rate is used. Select Com1. Next, click the keyboard icon next to Camera Address and type in camera address assigned to PTZ and exit PTZ configuration. Run a system backup to save your changes.
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13. You can control the PTZ through the Pan/Tilt tab or double click camera 1 screen at the Logon page to control the PTZ camera. You will see the PTZ enabled at the bottom right hand corner of the display. Click Tools to exit and double click the screen to go back to normal display.
14. If the PTZ camera will not move or function, then verify the PTZ camera is not defective by connecting a joystick to test PTZ function. 15. Try a different protocol; many cameras can emulate Pelco D and Pelco P. These are the most widely used common protocols. 16. Do a loopback, HyperTerminal to the Com port on the DVR to see if the com port is defective (See the next section).
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Testing Com port using HyperTerminal with 4-pin connector

Hyper Terminal is Windows based tool that allows you to test com ports on a P.C. or in this instance a DVR. Hyper Terminal is often used to troubleshoot PTZ and POS Registers and the data that is being communicated across the serial port. The technique shown below is a loop-back test used to test Com 1 for PTZ cameras.
1. Short pins 1 and 3 together and 2 and 4 together. Insert 4-pin connector to the I/O board.
2. Exit DIGIOP application and exit Netbackupagent.exe 3. Click Start, Run, type in hypertrm
4. Enter your Area code, click ok.
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5. Select the location you added and click ok.
6. Enter in name. (Test, for example). Click Ok.
7. Select Com1 and click OK.
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8. Select Restore Defaults, click OK.
9. On your keyboard start typing characters. If you should see letters the Com port is working correctly and communicating. If you are not seeing characters, the port may be defective.
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Troubleshooting Audio Issues

Make sure you have enabled audio within the software. For instructions on Enabling Audio, refer to your DIGIOP User Guide or the Online Video Tutorial on Setting Up and Troubleshooting Audio on the DIGIOP web site. Before you enable audio for a channel of video, you will need to Pause Recording on your DVR. Remember to Start Recording after you have completed your Audio Set Up. To Enable Audio, select the Camera Tab from the Configure Menu under Tools.
If you are still unable to record audio, verify that your factory settings and DISSFactory settings are correct. To check the Factory Settings, exit DIGIOP and exit NetBackup Agent (see page 10). Then click on the Start Menu, Programs, then DIGIOP, Factory Settings. Select Advanced and click the plus sign on the audio to expand that tree. Once youve selected the setting of your preference, click on the View Settings button. Look for AudioSupportType= to verify that the change was made.
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AudioSupportType= 1 OnBoard Audio Only AudioSupportType= 0 Extended Card Only AudioSupportType= 2 Extended Card and OnBoard Audio These settings can also be accessed at c:\DISSTech\Bin\DISSFactory.ini
The first channels will be designated for the audio extender card, followed by the OnBoard audio channels. If you are using an audio extender card, verify that your connections are correct.
To test the OnBoard Audio, plug a microphone and speaker into the rear audio input and then open SoundRecorder to test and confirm that your OnBoard Audio is recording and playing back correctly. If this test is successful, then there may be another cause is you are experiencing issues with audio recording.
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How to boot with a bootable disk

If the CD or DVD drive is not first in the boot order your PC will start normally (i.e. boot from your hard drive) without even looking at what might be in your disc drive. Insert your bootable CD or bootable DVD in your disc drive. There is a special key function used to access the boot menu for most DVRs and you can visually see the function on system boot. It is accessed through a function key F12, F2 or Escape as it varies across different hardware platforms. Pressing this key continuously at boot up will access this menu. You are then offered to choose your boot device. G3 DVRs: Function key: F12, choose boot to CD-ROM G2 DVRs Function key: F2 or Escape Key
1. Check the boot order in BIOS - The number one reason a bootable disc won't boot is because BIOS is not configured to check the CD/DVD drive first. 2. Do you have more than one CD or DVD drive? - Your computer probably only allows for one of your disc drives to be booted from. Insert the bootable CD or DVD in the other drive and restart your computer. 3. Clean the CD or DVD - If the disc is old, as are many Windows Setup CDs and DVDs by the time they're needed, clean it. A clean disc could make all the difference. 4. Burn a new CD/DVD - If the DVD or CD is one you created yourself, like from an ISO file, then burn it again. The disc may have errors on it that re-burning could correct. 5. Did you burn the image correctly? - You should burn the *.iso image as an image file/iso to CD/DVD not a data or audio CD.
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How to Burn Image/*.iso to a CD/DVD with Nero

There are many programs out there used to burn images to CD/DVDs. Not all programs can burn images to CD/DVD. For our tutorial I will use Nero. You can either click Nero Express or Nero Startsmart. If you do not have a burning utility, you can download InfraRecorder for free on the web, infrarecorder.org. If you need instructions on how to burn an iso using InfraRecorder, contact DIGIOP Product Support.
Example Nero Express, select Disc Image or Saved project.
Example Nero Startsmart, select Copy and Backup Icon, select CD or DVD, select Burn Image to Disc.
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Locate/browse the file *.iso file. For this demonstration the file is located on the Desktop. Click the drop down box for Files of Type, Select Image Files (*nrg, *.iso, *.cue).
The *.iso file will now show. Select the file and click Open.
Verify the writing speed, number of copies and destination drive. Click Next.
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The burning process will start.
Burn process completed successfully. Verify disc is burned correctly by placing into a CD/DVD rom drive. Restart PC and boot from the CD/DVD. Please see section How to boot from a bootable disc. Boot from the CD/DVD to verify it is working correctly and it is bootable before going on site.
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Why am I unable to ping DVR?

If ICMP is disabled in the network connections you may not be able to ping DVR. First, exit DIGIOP application, exit Net Backup Agent. Browse to Start, Settings, Control Panel, Network Connections, local area connection.
Click Properties.
Select the Advanced tab.
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Click Windows Firewall settings.
Click on the Advanced tab.
Click Settings in the ICMP section.
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Allow incoming echo request must be checked in order to ping the DVR, select OK.
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Setting up the DIGIOP DVR for Remote Access

In order to setup Remote Manager or Reflection client software, you must have compatible versions of software on the DVR and Remote Manager/Reflection client software. Please reference the section on how to find system information. Note: 7.6 Remote Manager and 7.7 Reflection are backwards compatible to 6.8 version of server software. However, some functionality may be lost when connecting to older G2 DVRs.
If using remote access externally, your router must be capable of port forwarding. Please look up your manufacturer specifications to see if your router allows port forwarding. When accessing a server internally (inside the network), you can get remote access to your DVR either using an internal or external IP address. When gaining remote access from outside the network you must use an external IP address only and port forward to the internal IP address on the DVR. Note: Port forwarding is necessary only when remote accessing the DVR externally (outside the network). Note: External IP is assigned to you by your IT Department Internet Service Provider.
How can I find my IP Address? The simplest way to find your IP address is by opening up a browser and typing in www.whatismyip.com. This will display your EXTERNAL IP address. Another way to find your external IP address information is in the modem or router settings. In this example we will show a Linksys router. Open up Internet Explorer and in the address bar type in the web address, and username/password for the router (This information is supplied by Linksys in the setup manual/CD). If you are unable to logon to the Linksys router, the default logon address may have been changed. You will have to reset the router to defaults to logon the router, see your manual for this information. For example: Linksys uses 192.168.1.1 for default logon from the factory. In this example, we have changed the IP Address to show 192.168.1.100 for the logon.
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1. This is the Linksys interface to your router. You will see the router IP/Default Gateway for this machine in the Network Setup. Next step, click on Status. For our installation we will use 192.168.1.200 for our static internal IP address. Make sure the IP you are going to use is not already assigned; you can verify this by pinging the IP address.
6. You will find the external IP address along with the subnet mask, default gateway and DNS servers. These settings are assigned to you by your Internet service provider (ISP).
7. Click on Applications & Gaming. Setup port forwarding. Some ports are optional, for example 2-way audio, Alarm input, Time Sync, Events. Note: We are going to use 192.168.1.200 for the static IP on the server.
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Ports needed for remote access:
8. To setup the DVR remote user. Login as admin, click Tools, Configure and Display tab. Click Manage in the user management section. Click Add and create remote user. Note: 6.x DVR software, the same remote user must be created in the Display, User Management section and Network tab, Remote users Admin user by default has remote access to the DVR.
9. Create remote user. For my example, we can create the remote user: guest, password: 1234. Add the supported functions as needed. Minimum access, Remote Access and Search.
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10.
Guest remote user created successfully. Click OK.
11. Click on the Network tab. Click on the Edit button. Check the Network Adapter. Make sure you are using the correct network card in the drop down list if using more than one adapter. Select Specify an IP address. For our example we are going to setup a static internal IP address.
12. The network settings are configured as shown. We use the Subnet Mask and Default Gateway of the router. We use the DNS servers assigned by Comcast in the router status page. Click OK. Run a system backup: Tools, Configure, System tab, System Backup. Note: This is a static internal IP address (nonroutable).
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Connecting using a Remote Client

1. Login Remote Manager. The username administrator is shown by default. Enter any password. This will be the default logon for Remote Manager.
2. Click the Connect button- Lightning bolt.
3.
Check the box Enable. Click the Add button.
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4. Enter in the external dynamic IP address assigned in the status page of the router. Also, the remote user logon you created on the DVR, and the number of channels on the DVR. Click OK
5.
Select the Site name. Select the View Type. Select the channels you want to display and click OK.
6.
Connection successful!
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System Keeps Rebooting (Bios Setting)

Symptom: The system reboots immediately before entering Windows. (There may be instances when a Windows Stop: error appears momentarily). Solution: Set the SATA controller to ATA mode or Legacy mode (earlier versions). To fix the problem on most Dell systems: 1. 2. 3. 4. 5. Enter the BIOS by pressing F2 while the system is booting Navigate to the DRIVES menu item Select the option for SATA OPERATION Change the setting from Autodetect/AHCI to AUTODETECT/ATA or Legacy (earlier versions). Press ESC and select the option to SAVE/EXIT
Causes: Common causes of this issue are: 1. Motherboard was replaced and settings were not applied 2. The CMOS battery died, causing settings to be lost 3. The setting was manually changed While the machine is powered off and unplugged. Unseat/reseat all the PCI cards. Clean the contacts on the PCI cards, verify they are free from corrosion, debris or physical burn marks on the PCI boards. Try installing one board at a time until you find the defective card. Power the machine on without the video capture board to see if the video capture board is causing the system reboot. Leave the video capture board installed and unplug the watchdog cable (red/white wire, older systems black/red) attached to the video capture board via a 2-pin connector. The watchdog timer on the video capture card may become defective and send out false reboot signals to the video capture board. There are usually 2 watchdog pin connectors on the capture board. Try a different pin connector. Check the hard drive; Test system memory; Power supply. Test or replace your power supply with another working power supply with the same power wattage. You can also test with a power supply tester found at your local tech stores. Bad processor, bad motherboard. If this is a Dell unit, download the 32-bit diagnostics through Dell support, Drivers and Downloads; enter in your service tag for your specific model. Download and install Dell 32-bit diagnostics. Create utility to a CD-R or flash drive. Run and boot from Dell utility on the Dvr. You can run a custom test. Test the motherboard or processor.
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How to Extract Executables (.exe) with Universal Extractor

Why do I need to extract an .exe? Many times the manufacturer may have you install an .exe that installs software and driver files. A driver alone can make the hardware work without software. With a limited partition on an XP embedded system this could help install just the printer driver. Download Freeware Universal Extractor: http://www.legroom.net/software/uniextract Install and use defaults or adjust accordingly. Example: I have downloaded the Lexmark Z2300 software/driver .exe in the Lexmark Z2300 folder. I also created a Test Extracted file folder where I will extract the software/driver contents. Double click the Universal Extractor icon to get started.
Choose the .exe to extract and destination directory. Click OK when ready to proceed.
Extracting begins.
Check your destination folder and verify contents have been extracted.
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DIGIOP Series 7 Licensing Error Codes

Table H-1 lists some common error codes that may be returned by the DIGIOP Software application when activating or installing the DIGIOP system. Table H-1 DIGIOP Series 7 Common Error Codes The activation server could not be found. Please be sure the activation server Error 2 and Error 4 is set correctly under tools\options\server settings. There are no more activation keys left for this license. The customer has used Error 7 up the allowed number of activations. The URL for one of the internet communication functions is incorrect. Please Error 8 check the URL settings under tools\options\server settings. The license password is invalid. Generally this means the license file Error 13 password has been changed in the wrapped application, but there are still alias files on the computer with the old password. You will probably need to delete the alias files from the machine. The license file was not found. When using a pre-created license file the Error 15 application will attempt to open the license file in the same folder. This error will return if the license file is not found. The activation code was incorrect. This can be caused by a customer Error 69 incorrectly typing in the activation codes, or it may be caused by attempting to activate with the wrong trigger code seed values. Make sure you have the correct IPP file opened if you are activating a customer by phone. The License ID or the Password was not validated by SOLO. Make sure the Error 100 customer has a valid License ID and Password or they are typing them in correctly when activation. The customer is attempting to activate an application with a License ID for a Error 200 different product. If you have modified their HOSTS file to attempt to redirect the online Error 8080 license checks or online activations to another server, this error will be displayed. NOTE: The HOSTS file is only checked if you allow online activations or online license status checking. .
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G3 (Dell) Beep Codes

Your system may emit a series of beeps during start-up if the monitor cannot display errors or problems. This series of beeps, called a beep code, identifies a problem. Each manufacturer has its own specific set of beep codes. These are specific to the Dell Optiplex system that DIGIOP Technologies uses as its hardware platform. For example, one beep code (code 1-3-1) consists of one beep, a burst of three beeps, and then one beep. This beep code tells you the system encountered a memory problem. If your system beeps during start-up, perform these tasks before contacting DIGIOP Technical Support: 1. Write down the beep and check it against the list in Table H-2. 1. Run the Recovery CD/DVD Diagnostics to identify a more serious cause. Table H-2 G3 (Dell) Beep Codes Code 1-1-2 1-1-3 1-1-4 1-2-1 1-2-2 1-2-3 1-3 Cause Microprocessor register failure NVRAM read/write failure ROM BIOS checksum failure Programmable interval timer failure DMA initialization failure DMA page register read/write failure Video Memory test failure Code 3-4-1 3-4-2 3-3-4 3-4-3 4-2-1 4-2-2 4-2-3 4-2-4 Cause Screen initialization failure Screen retrace failure Video Memory test failure Search for video ROM failure No timer tick Shutdown failure Gate A20 failure Unexpected interrupt in protected mode
1-3-1 Memory not being properly identified or through used 2-4-4 3-1-1 3-1-2 3-1-3 3-1-4 3-2-2 3-2-4 3-3-1 3-3-2 Slave DMA register failure Master DMA register failure Master interrupt mask register failure Slave interrupt mask register failure Interrupt vector loading failure Keyboard Controller test failure NVRAM power loss Invalid NVRAM configuration
4-3-1 4-3-3 4-3-4 4-4-1 4-4-2 4-4-3 4-4-4
Memory failure above address 0FFFFh Timer-chip counter 2 failure Time-of-day clock stopped Serial or parallel port test failure Failure to decompress code to shadowed memory Math-co-processor test failure Cache test failure
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G3 (Dell) System Lights

To help you troubleshoot problems, your system has a power button light and hard-drive light that may indicate a system problem. Table H-3 lists the System Lights. Table H-3 G3 (Dell) System Lights Power Light Solid green Problem Description Power is on, the system is operating normally. On the desktop system, a solid green light indicates a network connection. The system is in a powersaving mode (Microsoft Windows XP). Suggested Resolution No corrective action is required.
Blinking green
Press the power button, move the mouse, or press a key on the keyboard to wake the system.
Blinks green several times and then turns off Solid yellow
A configuration error exists. Check the diagnostic lights to see if the specific problem is identified (see G3 Dell Diagnostic Lights). The Dell Diagnostics is If the Dell Diagnostics is running, allow the testing to running a test; or a device complete. If the system does not boot, contact DIGIOP on the system board may be Technical Support. faulty or incorrectly installed. A power supply or system board failure has occurred. A problem was detected while the BIOS was executing. Check the diagnostic lights to see if the specific problem is identified (see G3 Dell Diagnostic Lights). See the G3 Dell Beep Codes for instructions on diagnosing the beep code. Also, check the diagnostic lights to see if the specific problem is identified (see G3 Dell Diagnostic Lights).
Blinking yellow Solid green and a beep code during POST
Solid green power light no beep code no video during POST Solid green power light no beep code but the system locks up during POST
The monitor or the graphics Check the diagnostic lights to see if the specific card may be faulty or problem is identified (see G3 Dell Diagnostic Lights). incorrectly installed. An integrated system board device may be faulty. Check diagnostic lights to see if the specific problem is identified (see G3 Dell Diagnostic Lights). If a problem is not identified, contact DIGIOP Technical Support.
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G3 (Dell) Diagnostic LEDs

To help troubleshoot a problem, the system has four LEDs on the front panel, which can be either off or green. (See Table 1 in this guide for the location of the LEDs.) During a normal system start up, the patterns or codes on the lights change as the system is activated. If the POST (power-on-self-test) portion of the system start up is successful, all four lights are solid green. If the system malfunctions during the POST, the pattern displayed on the LEDs can help identify where in the process the system halted. Table H-4 describes various LED patterns. Table H-4 G3 Dell Diagnostic Lights LED Pattern Problem Description The system is in a normal "off" condition, or a possible preBIOS failure has occurred. The diagnostic lights are not lit after the system successfully boots to the operating system. A possible BIOS failure has occurred; the system is in the recovery mode. Suggested Resolution Plug the system into a working electrical outlet and press the power button.
Run the BIOS Update utility, wait for completion, and then restart the system.
A possible processor failure has Reinstall the processor and restart the system. occurred. Memory modules are detected, but a memory failure has occurred. If you have one memory module installed, reinstall it and restart the system (see the appropriate systems Repair Guide for instructions on how to remove and install memory modules). If you have two or more memory modules installed, remove the modules, reinstall one module, and then restart the system. If the system starts normally, reinstall an additional module. Continue until you have identified a faulty module or reinstalled all modules without error. If available, install properly working memory of the same type into your system. If the problem persists, contact DIGIOP Technical Support for assistance.
A possible graphics card failure If the system has a graphics card, remove the card, reinstall has occurred. it, and then restart the system. If the problem still exists, install a graphics card that you know works and restart the system. If the problem persists or the system has integrated graphics, contact DIGIOP Technical Support for assistance. A possible capture card or hard drive failure has occurred. A possible USB failure has occurred. Reseat all power, data cables and application specific cards and restart the system. Reinstall all USB devices, check cable connections, and then restart the system.
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Table H-4 G3 Dell Diagnostic Lights No memory modules are detected. If you have one memory module installed, reinstall it and restart the system (see the appropriate systems Repair Guide for instructions on how to remove and install memory modules). If you have two or more memory modules installed, remove the modules, reinstall one module, and then restart the system. If the system starts normally, reinstall an additional module. Continue until you have identified a faulty module or reinstalled all modules without error. If available, install properly working memory of the same type into your system. If the problem persists, contact DIGIOP Technical Support for assistance. Ensure that no special memory module/memory connector placement requirements exist. Verify that the memory modules that you are installing are compatible with your system (Only use memory provided by DIGIOP Technologies). If the problem persists, contact DIGIOP Technical Support for assistance. Ensure that the cables are properly connected to the system board from the hard drive, CD drive, and DVD drive. Check the system message that appears on your monitor screen. If the problem persists, contact DIGIOP Technical Support for assistance.
Memory modules are detected, but a memory configuration or compatibility error exists.
A failure has occurred. This pattern also displays when you enter system setup and may not indicate a problem.
After POST is complete, all None. four diagnostic lights turn green briefly before turning off to indicate normal operating condition.
46
G3 (Hewlett-Packard) Diagnostic Lights and Beep Codes

To help you troubleshoot a problem, your system has a Power LED on the front panel and an internal speaker to emit beeps and a series of lights. During a normal system start up, the patterns or codes on the lights change as the system activates. If the system malfunctions during the POST process, the pattern displayed on the LEDs may help identify where in the process the system has halted. Table H-5 describes these light patterns. Table H-5 G3 HP Diagnostic Lights & Beep Codes Light Activity Green Power LED on, No Beeps Green Power LED blinks. ** No Beeps Possible Cause Workstation On. Recommended Action None
Workstation in Suspend to None RAM mode (select models only) or normal Suspend mode Workstation in Suspend to None Disk or "Hibernate mode. Workstation in Suspend None RAM mode (select models only) or normal Suspend mode.
Green Power LED is off. **No beeps. Green Power LED blinks three times, once per second. ** No beeps.
Green Power LED blinks Workstation in Suspend to None four times, once per second. Disk or "Hibernate mode. ** No beeps. For the following LED activity and beeps: The beeps will be heard through the chassis speaker. Blinks and beeps will be repeated for 5 cycles, after that, only the blinks will continue to repeat. Red Power LED blinks two times. Once every second followed by a 2-second pause. Two beeps. Processor thermal protection activated. Ensure that the workstation air vents are not blocked and the cooling fan is running. Open the access panel, press power button, and see A fan may be blocked or if the processor fan spins. If the processor fan is not turning. not spinning, make sure the fan's cable is plugged onto the system board header. Ensure the fan is -ORfully/properly seated or installed. If the fan is plugged in and seated properly but is not spinning, the problem may be in the processor fan. Contact DIGIOP Technical Support for The heatsink/fan assembly assistance. is not properly attached to Verify that the fan assembly is properly attached. the processor. If the problem persists, there may be a problem with the processor heatsink. Contact DIGIOP Technical Support for assistance. Check to see that the processor is present.
Red Power LED blinks three Processor not installed
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Table H-5 G3 HP Diagnostic Lights & Beep Codes Light Activity Possible Cause Recommended Action Reseat the processor.
times, once every second, an (not an indicator of bad indicator of bad followed by processor). a 2-second pause. Three beeps. Red Power LED blinks four times once every second followed by a 2-second pause. Four beeps. Power failure (power supply is overloaded).
Open the access panel and ensure the following connections are secure on the system board: --24-pin --main --power (all systems) 4-pin CPU (xw4000 series) Check if a device is causing the problem by removing ALL attached devices (such as hard, disk or optical drives, and expansion cards). Power on the system and see if the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly. Check the power supply. Disconnect the AC power. Disconnect ALL internal power supply cables. Plug in the AC power. If the power supply fan spins and the BIST* LED lights the power supply is functional. The problem may be on the system board. Contact DIGIOP Technical Support for assistance. If the power supply fan does not spin or the BIST LED does not light the problem may be in the power supply. Contact DIGIOP Technical Support for assistance.
Red Power LED blinks five times once every second, followed by a 2-second pause. Five beeps.
Pre-video memory error
Reseat DlMMs. Replace DlMMs one at a time to isolate faulty module. Replace third-party memory with HP memory. The problem may be on the system board. Contact DIGIOP Technical Support for assistance.
Red Power LED blinks six times, once every second,

48
Pre-video graphics error.
Reseat the graphics card.
Table H-5 G3 HP Diagnostic Lights & Beep Codes Light Activity followed by a 2-second pause. Six beeps. Possible Cause Recommended Action The problem may be on the graphics card. Contact DIGIOP Technical Support for assistance. The problem may be on the system board. Contact DIGIOP Technical Support for assistance. Red Power LED blinks seven times, once every second, followed by a 2second pause. Seven beeps. System board failure (ROM detected failure prior to video). Clear CMOS. The problem may be on the system board Contact DIGIOP Technical Support for assistance. Clear CMOS. Upgrade the ROM using a ROMPak diskette, CD, diskette, or USB removable device. A ROMPaq is a software support bundle of files that lets you upgrade your ROM. The problem may be on the system board. Contact DIGIOP Technical Support for assistance. Red Power LED blinks nine System powers on but times, once every second, does not boot. followed by a 2-second pause. Nine beeps. System does not power on and LEDs are not blinking. No beeps. System unable to power on. The problem may be on the system board or in the processor. Contact DIGIOP Technical Support for assistance. Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then: Remove the expansion cards one at a time and try holding the power button again for less than 4 seconds. The problem may be on the system board. Contact DIGIOP Technical Support for assistance. -ORPress and hold the power button for less than 4 seconds. If the hard drive LED does not turn on green then: Check that unit is plugged into a working AC outlet. Open the access panel and check that the power button harness is properly connected to the system board.
Red Power LED blinks eight Invalid ROM based on times, once every second, bad checksum. followed by a 2-second pause. Eight beeps.
49
Table H-5 G3 HP Diagnostic Lights & Beep Codes Light Activity Possible Cause Recommended Action Check that ALL power supply cables are properly connected to the system board. Check the power supply functionality by: --Disconnecting the AC power --Disconnect ALL internal power supply cables. --Plug in the AC power. If the power supply fan spins and the BIST* LED lights the power supply is functional. The problem may be on the system board. Contact DIGIOP Technical Support for assistance. If the power supply fan does not spin or the BIST* LED does not light, the problem may be in the power supply. Contact DIGIOP Technical Support for assistance.
50
Unit does not power up

WARNING: To avoid personal injury or damage to the equipment, make sure the rack that the Rack Mount Chassis is mounted in is reliably earth grounded. Consideration should be given to the connection of the equipment to the supply circuit and the effect that overloading of circuits could have on overcurrent protection and supply wiring. Questions to ask beforehand (to help find root cause of issue) 1. Was the unit working beforehand? If so, for how long? 2. Did anything happen that may have caused this (lightning strike, power failure)? 3. Is this unit on a UPS? If so, is it connected on the power-protected side and not the surge side? Troubleshooting Questions/Suggestions CAUTION: This installation should be performed only by a qualified service person; it should conform to all municipal codes. Verify that the power lead going into the system is live. Check that the power switch is turned on. Visually inspect whether the LEDs are on and the power supply and CPU fans are operating. Switch the power cord to another outlet. Switch to another power cord. Open the cover to check voltages with a voltmeter on the power supply. These should be 12v and 5v. Inspect the main board for bulging capacitors. Check the processor heat sink and make sure it is properly installed. Check and make sure the voltage input is set to its proper setting, which in most cases is 115 V. If the unit is shipped overseas or to some Latin American countries, you may need to set the switch 230V. Check the power requirements for the country in which the unit is operating. 10. Check the diagnostic lights for hardware reference. Boot the system with the Recovery CD in the drive. Go into the Tools area and then the Diagnostics (Dells Only), then check whether the hard drive detects any problems. If not, try another power connector. 11. DIGIOP Technical Support will have to open a trouble ticket with Dell or HP and possibly dispatch an on-site technician in coordination with the servicing dealer. Or, a replacement part may be sent. 12. If all these items have been checked and the problem still cannot be solved in the field, contact DIGIOP Technical Support, who can issue a help desk ticket and instructions for sending the system in for Return to Depot Repair. Auto Reboot occurs when the DIGIOP Server is running Unit auto reboots from within the DIGIOP Server software 1. Check all camera signals. The voltage should be 1.0 - 1.5 volts from peak to peak. 2. Make sure the capture card is detected by the unit and that the drivers are properly installed. 3. Unplug all camera signals from the system and monitor for up to several hours. 4. Check the Event Log for references to the root cause of the error. 5. Check the Microsoft Windows Event Viewer for the root cause of the error. 6. Perform a factory field recovery in case this is caused by software corruption. 7. Check the memory module(s) and make sure it is properly seated. Uninstall and reinstall it. If there are multiple modules, remove each and test each individually. 8. Perform Western Digital Data Lifeguard Tools with the option to write zeros to the drive (located on Recovery Media of version 6.10.2 and above). 1. 2. 3. 4. 5. 6. 7. 8. 9.
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9. If all these items have been checked and the problem still cannot be solved in the field, contact DIGIOP Technical Support, who can issue a help desk ticket and instructions for sending the system in for Return to Depot Repair. Auto Reboot occurs before the DIGIOP Server launches Unit reboots before loading Windows and or the DIGIOP Server software 1. If unit reboots after completing POST (power on self test), the problem could be in the hardware, memory, hard disk, and or motherboard. 2. If the unit loads Windows and reboots when attempting to load the DIGIOP software, check Microsoft Windows System Device manager for conflicts with device drivers. Re-install driver(s), as needed. 3. Load the BIOS update from the Recovery disk. 4. Perform field recovery with the factory setting options. 5. If all these items have been checked and the problem still cannot be solved in the field, contact DIGIOP Technical Support, who can issue a help desk ticket and instructions for sending the system in for Return to Depot Repair. Unit powers on then shuts off The unit powers on, but only stays on for about 3-4 seconds before it shuts off. 1. Check the heat sink and the processor. Make sure all the latches are secured and the CPU is properly installed. 2. Make sure the processor has the correct amount of heat sink solution (thermal grease) between the heat sink and the processor. 3. Check the memory module(s) and make sure it is properly seated. Uninstall it and reinstall. If there are multiple modules take each one out and test each individually. 4. Check all power cables coming from the power supply. 5. Check voltages coming from power supply; these should be 12v and 5v. 6. (G3 Dell systems only) Check the Dell diagnostic lights for the associated hardware reference (see Table I-4 in this guide). If more assistance is required, DIGIOP Technical Support must open a trouble ticket with Dell or HP and possibly dispatch an onsite technician in coordination with the servicing dealer. A replacement part may also be sent. 7. If all these items have been checked and the problem still cannot be solved in the field, contact DIGIOP Technical Support, who can issue a help desk ticket and instructions for sending the system in for Return to Depot Repair.
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Recovering a lost password

If an administrative password is lost, this procedure lets you reset the password. 1. Attach a keyboard to the system. You must have an external keyboard to perform this procedure. NOTE: If you need to attach a PS2 keyboard, (1) shut down the system, (2) attach the keyboard, and then (3) restart the system. 2. Enter the following keystrokes in this order:
Press and hold Shift+ALT and then press 0 (and release) and then 9 (and release). This exits DIGIOP. 3. Turn off Netbackup agent and open Windows Explorer. See Appendix A, DIGIOP System Tray programs for information about turning off the NetBackup Agent. 4. Open the D: drive and navigate to DATA\DiSS and find the dissuserlist.ini file. 5. Delete the dissuserlist.ini file. 6. Restart DIGIOP (from the Start menu). 7. When you are prompted to enter a new password for the admin user, LEAVE THE PASSWORD FIELD BLANK. 8. Click OK. The DIGIOP Server software launches. 9. Go into Tools > Configure. 10. Set passwords for each user.
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Troubleshooting Guide

2011 DIGIOP Technologies Rev. 5/2011

DIGIOP Troubleshooting Guide

About this Guide

DIGIOP Troubleshooting Guide

Dell Onboard Quick Diagnostics

Select the drive that you want to test.

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

Dell 32bit Diagnostics

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

Determining Software Versions

DIGIOP Troubleshooting Guide

How to find software version information on Reflection:

DIGIOP Troubleshooting Guide

How to Exit NetBackup Agent

DIGIOP Troubleshooting Guide

Checking the Event Logs in DIGIOP/Windows Event Viewer

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

Hard Drive Diagnostics

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

Video Capture Card

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

8. Check the jumper on the IO board accordingly, defaulted at 422

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

Testing Com port using HyperTerminal with 4-pin connector

4. Enter your Area code, click ok.

DIGIOP Troubleshooting Guide

5. Select the location you added and click ok.

6. Enter in name. (Test, for example). Click Ok.

7. Select Com1 and click OK.

DIGIOP Troubleshooting Guide

8. Select Restore Defaults, click OK.

DIGIOP Troubleshooting Guide

Troubleshooting Audio Issues

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

How to boot with a bootable disk

DIGIOP Troubleshooting Guide

How to Burn Image/*.iso to a CD/DVD with Nero

Example Nero Express, select Disc Image or Saved project.

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

The burning process will start.

DIGIOP Troubleshooting Guide

Why am I unable to ping DVR?

Select the Advanced tab.

DIGIOP Troubleshooting Guide

Click Windows Firewall settings.

Click on the Advanced tab.

Click Settings in the ICMP section.

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide

Setting up the DIGIOP DVR for Remote Access

DIGIOP Troubleshooting Guide

DIGIOP Troubleshooting Guide