Installation Manual
14.0 Service
34
14.2 Troubleshooting
The table below identifies possible issues that could occur with the camera, and corrective actions on how to
resolve them. If the issue persists after following the corrective actions, contact CohuHD field service
department at (858) 391-1800 option 2 for additional assistance.
Problem/Symptom
Possible Cause
Correction
Camera doesn’t Power up
No camera power available
Insure power is on
Camera is not connected
Insure cable is connected to power source
Power Cable length is to long
Verify the power cable distance does not exceed the maximum distance
allowed.
Cable is wired wrong
Insure wiring is per installation manual
Cannot Ping
The product is located on a different
subnet
Contact your Network Administrator for valid IP address for your network
Ethernet cable length
Verify the Ethernet cable distance does not exceed 100m.
No valid communication path to cam-
era over network cloud
If you can ping directly at camera site, contact your Network Administrator for
assistance
No link lights on switch
No camera power available
Insure power is on
Ethernet cable length
Verify the Ethernet cable distance does not exceed 100m
Camera is not connected
Insure cable is connected to power source
Cable is wired wrong
Insure wiring is per installation manual
Don’t know cameras IP Address
Address was changed
Use CohuHD RISE discovery tool available at http://www.-
cohuhd.com/Support/Software-Downloads
New Camera Installation
RISE Default IP's are 192.168.2.150, or use RISE discovery tool above to
identify IP address
No Video
Web browser version
Verify the version of your browser supports HTML5
Firewall Setting
Disable your firewall, or open ports 30,000 up to 31,000
Presets are off original position
Mechanical shock uncalibrated
pan/tilt system
Recalibrate camera system
Presets have been overwritten
Reprogram presets and enforce user access levels to prevent unwanted repro-
gramming
Cannot Log in
Access credentials have been
changed
Contact your Camera Administrator for current login credentials
Time/Date setting incorrect
The date and time settings in should be synchronized with an NTP server.
Forgot Admin account credentials
Contact CohuHD Field Support for assistance in resetting the Admin cre-
dentials
Poor Video Quality
Video macroblocks - Insufficient
bandwidth
Lower stream data rate, image resolution and/or frame rate until acceptable
quality is achieved
Moving object smearing - Lost video
packets
Lower stream data rate, image resolution and/or frame rate until acceptable
quality is achieved
Streaming interruptions - no buf-
fering on cellular modem
Use constrained mode, Lower stream data rate, image resolution and/or frame
rate until acceptable quality is achieved
Brightlight blooming- Car Headlights Use intensity reduction mode, lower gain or turn use WDR mode
No camera PTZ control
Camera PTZ settings not configured
properly
Verify camera is setup for the PTZ protocol being used. Refer to user manual
for proper port configurations, protocol, wiring, baud rates etc.
Firewall Setting
Verify the port used for PTZ protocol is open on firewall
Internal PTZ service is not func-
tioning
Reset camera system from browser
