1 – Check if the CT Server is on time (as well as on BIOS level). It is recommended to be connected to an NTP server, a manual time may have offsets and therefore a failure to add the license key.

2 – In the “Update your license key” section, it is recommended to check the option “Send the license key file”.

3 – Is your CT-Server installed in a version whose publication date is older than the end date of the update contract (this is indicated in the license)?

Reminder: You must give priority to adding your cameras via the System page (via “ONVIF detection”).

1 – Has at least one camera been detected & added correctly?
2 – If ONVIF detection: has the ONVIF profile been activated (note: for CamTrace brand cameras, the ONVIF profile is activated by default and cannot be deactivated)?
3 – Is the user/password pair of the camera the same on the ONVIF profile as the user/password pair to connect to your camera manufacturer software?
4 – Is the camera on time (also the CT Server)?
5 – Can you ping these cameras (from the CT-Server, on the ‘System’ page then ‘Network tools’)? Verify that there is no IP address conflict.
6 – Is the camera firmware up to date (if the video stream is displayed in the browser on the camera manufacturer’s web interface: this is not conclusive)? Can you detect the camera with the Onvif Device Manager?
7 – If the message “Unknown error” is displayed: do you have network problems (the ping is not always conclusive)? In particular: is it a camera on a weak network (or wifi)?

1 – Connect to the RAID admin web interface (from the CT-Server admin web interface: choose Admin > RAID)

2 – Default identifiers: “admin” and password: “0000”.

3 – Choose “System Control” > “View Events / Mute Beeper”.

1 – You must ignore/unignore the camera (by clicking on the camera in “Administration” -> “Camera”), or restart the Video Services (in “Administration” -> “System”).

1 – Check if the license key has been correctly added (“Help” then “About”).

1 – The video export processing is performed on the System disk. Check the available disk space (Administration -> Disk space): more free disk space is needed than the size of the video to be exported. If your free disk space is low, then it is necessary to free up some space (don’t forget to purge protected video sequences).

2 – In “Administration”, “Configuration” click on “Modify”. In the “Camtrace server parameter” section, on the line “Maximum space for local export, in GB”: increase the space (eg: from “10” to “50”).

3 – Use FTP software to export them (see Page ‘Technical Documents‘ then read ‘Recovery of recordings from the CT Server via FTP’).

1 – Does the PTZ work on the camera manufacturer software? Is the camera on time (on the camera manufacturer software)?

2 – If Axis camera, it is necessary to declare it via model (and not via ONVIF): on the administration interface, click on “Cameras” then “Modify model”, then “Axis4c” (or “Axis4b”) for the “Type of PTZ” field.

3- If the camera is ONVIF (HIK, Dahua, Bosch, Hanwha…), it is imperative to add the camera by ONVIF detection (do not use the models pre-registered in CamTrace).

4 – On the CT-Client, by clicking on “PTZ”, did you check “Continuous movement”?

5 – Does the camera work via Joystick (and not via mouse)? Check in particular, on the camera manufacturer software, if the Joystick can control the camera.

1 – Make sure that the CamTrace server versions are identical between all the servers in Cluster mode, and that the Cluster license is indeed active (in “Help” > “About”).

2 – The identifiers/password must be identical on the different servers in Cluster mode.

3 – Can the CT Client ping each server?

4 – The master CT Server must fill in the addresses of the cluster slaves. These addresses must be reachable by the CT Client (public or local ip; or name if DNS).

5 – Are the CT Servers on time?

6 – If the second CT Server seems “inactive” from the web interface, this may be due to a bad display on the browser (try again in private browsing and with a cache refresh via: CTRL + F5). And check on the Customer CT.

7 – If the servers are in HTTPS: you still have to declare the server-slave on Port 80. Then disconnect/reconnect on the CT-Client.

1 – Try to update the time in the BIOS of the motherboard (and see if it is taken into account),

2 – Change the BIOS battery on the motherboard.

3 – If the BIOS time setting is out of order, it must be restored by:
UTC+0

1 – On the camera modification pop-up, the “view code” (in the “Interface” section) is already used by another camera. It is necessary to change the view code by indicating a view code that is not used by any camera.

1 – In the Bios, is the boot in UEFI (and not in ‘Legacy’ or ‘Dual Boot’)?

2 – The disk may be defective: has the hard disk been checked? Otherwise: try with another disc, change the connection.

1 – If the graphical interface is disabled: try the “F5” key or the key combination “CTRL+ALT+F7” to return to graphical mode. If KO, from a third-party workstation, connect to the web administration interface of your CT Server and relaunch the graphical interface (Administration -> System -> CamTrace Services -> Graphical interface).

2 – If you are on a command prompt (Linux terminal): type sudo service lightdm restart

3 – Unplug the Data drive (leave only the System drive connected).

1 – In the ‘Boot Option’ tab of the motherboard if the ‘Mode Select’: “Legacy”, it must be changed to “UEFI”.

2 – Check if the boot on the CamTrace USB key in “Live CD” mode works. If yes, launch the “BootLoader Install” in the “Tools” folder, then turn off the machine, remove the USB drive and restart the machine.

3 – If there is no display (completely black screen, without “-” symbol at the top left of the screen), you can try to restart the machine by connecting a low resolution screen.

4 – If the boot does not work (the screen displays the GRUB interface, or displays the message “Press ESC to skip startup.nsh”: disable all the boot options in the BIOS, and leave only ” UEFI” in 1st boot order.

1 – Have the data discs (containing the recordings) been reset before being mounted?

2 – Following power cuts, the recordings are no longer indexed. Choose “Administration” > “Disk space”, then carry out a verification (“Verify” box to be ticked) of the recordings, camera by camera.

3 – Was there a configuration file import? If yes: you can try Verify (see 2).

4 – On “Administration” > “Disk space”: check the date of the oldest recording. In “Consultation” > “Regular”: do you have all your slices of recordings?

5 – On “Administration” > “Cameras”: click “Show details”, and check the number of days over which the cameras record (“Epur. à d+” column).

6 – On “Administration” > “Sysinfo”: is your ‘Kernel version’ “4.15.0-142” or “4.15.0-143”? If yes: contact CamTrace Support.

7 – On “Consultation” > “Logs” > “System”: filter on PANICs (by clicking on PANIC). Are you getting PANIC type errors? If yes: contact CamTrace Support.

8 – Do you have a RAID? If yes, click “Administration” > “Raid” and check the RAID status.

1 – There is a problem on the disk. Either the disk is too big (ex: you are installing on too big a RAID volume), or badly connected/connected to the motherboard.

1 – Restart the machine.

2 – Perform a filesystem check (fsck) on the concerned disk. Read “Repair a disk via Filesystem Check (FSCK)” in “Resources” > “Technical Documents” on the website.

If the Choose Disk option is grayed out on a camera:

1 – Stop regular/alarm recordings on the camera. Purge all data from the camera (“Administration” > “Disk space”).

2 – If there are Handrails on the camera concerned, it is necessary to delete them manually (read “Purge recordings from a camera” in “Resources” > “Technical Documents” on the website).

3 – On the “Administration” > “Disk space” page, click on “Verify” for the camera concerned.

On the ‘Admin’ > ‘System’ page: the hard drive is unmounted and clicking on ‘Reset’ has no effect.

1 – Connect in SSH on the machine. Read the /var/log/syslog file and look for any ‘DMA EXT’ errors. The latter reflect an HS disc.

1 – Disconnect the Data drive(s). Leave only the System drive plugged in.

2 – Boot in Live CD mode, and use the Gparted tool to destroy the partitions on the System disk in order to reset it.

1 – The data on this Data disk has been overwritten (recordings are lost). On the other hand, it is necessary to reinitialize this disk because, otherwise, you will not be able to mount this disk as a Data disk (on the Admin > System page) after installing CT on the System disk. To do this, boot in Live CD mode, and use the Gparted tool to destroy the partitions on this Data disk in order to reset it.

1 – Switch to private browsing.

2 – Reset your browser’s cache (usually: with the CTRL + F5 keys).

1 – Make sure that each cell is in SD or LD (low resolutions) and not in HD (high resolution). The stream quality is displayed, in each cell, to the right of the camera name.

2 – Switch to “GPU+CPU” decoding in “Options” -> “General” (or to “GPU” decoding if you have a compatible graphics card).

3 – On the video stream from the cameras, press the “i” key on your keyboard. Check that the number of frames per second (fps) is not too high (15 fps is generally sufficient).

1 – Relaunch the Video Services (on the web administration interface, in “System”).

1 – On Windows, right-click on the CamTrace Client shortcut. Then choose “Properties” then “Shortcut”. Add the following argument in the “Target” field:
--safe
(for example : "C:\Program Files\[...]\camtrace-client.exe" --safe)

1 – On the CT-Server web admin, in Administration > Camera > Modify camera > Stream: check that the ‘Video image relay’ is active.

1 – Make sure the date is correctly set on your client workstation.

2 – Make sure you have viewing rights on the cameras concerned (the settings are made on the CamTrace Server).

1 – Make sure the date is correctly set on the CT-Server.

2 – On the CT-Server administration web interface, on the Cameras page: are the indicators green (“Status” column)?

3 – Is the CT-Client of the operator station up to date? Does the CT-Client installed on the CT-Server allow viewing of video streams?

4 – Can the CT-Client read streams from another CT-Server (eg: CamTrace demo server)?

5 – Using VLC, is it possible to play the video stream?

1 – There is possibly a recording problem on this camera. Check the affected disk.

2 – It is possible that no stream is selected for regular recording (or for alarm recording). On the administration web interface, choose “Admin” > “Cameras”. Choose the camera concerned: in the “Recording” section, make sure that the “Recording stream” is not empty.

1 – If your CT Server version is earlier than V8.15.2, you must update the Mobile V2 package on your CT Server.

1 – Declare a small stream (low resolution and low FPS) for smartphones. On the app, select the small stream.

2 – If the small stream is not displayed, it may be due to a hardware decoding problem with your smartphone. Workaround: Enable MJPEG recompression.

3 – Coming soon (Feature in development): activate software decoding on your smartphone.