Alert Security Systems

[Boiler4405]

I have two 750e Alert Systems running at different sites since April with few problems; one
using Home Plug the other POE.

Both sites have D-Link DIR-655 Routers but no changes have been made to them.

I started getting errors from both sites: An unexpected error occurred – Status Code Error Video Fault: There was a problem getting video from your camera. (408: Request Timed out)

No changes were made at either site and the errors from both sites started the same
day.  I have logged in to the computers at each site using Team Viewer and can find no problems.

I have gone to the sites and can access the cameras using Commander but get the same error
when I try to use Web Commander from the site computer.  One site computer is Windows 7 the other is
Windows XP, the laptop I use to view both sites is Windows 7.  Windows Firewall on or off makes no
difference.

No changes were made at either of the sites but the problem stared at both sites at the
same time.  This issue is not computer specific; I’ve tried using Web Commander from different computers and different browsers with the same results.

Any ideas?

Thanks in advance,

Jay

[Boiler4405]

I still can’t reliably view live video from either site –
still getting AN UNEXPECTED ERROR OCCURRED
- status code error video fault: There was a problem getting video from your
camera.(408:RequestTimeout)

But, I can view the recorded videos and if I go into
settings I can see the cameras and make changes to all the settings including
reformatting the SD cards.

At least one of the camera’s recorded videos have some of
the videos time stamped wrong – night videos with a few day time clips in
between and day videos with night clips in between.  I did reset that camera with the paperclip,
it made no difference.

[CatLogitech]

Usually when it time's out it means that the cameras are taking too long to upload their video.

I would check your upload speed where the cameras are located. We need at least 1mbps.

Here is a good site: www.speedtest.net

[Boiler4405]

I spent a fair amount of time today on the phone with Logitech Support and here is what we checked and the results:

Logged in remotely with Team Viewer-

speedtest.net speed tests  ping: 26ms  download: 18.31Mbps  upload: 3.23Mbps - ran the test several times and this is the slowest results received

Diagnostics: Bandwith Test - Camera 1: 36,423 kbps

                                               Camera 2: 36,423 kbps

                                               Camera 3: 33,398 kbps

Ran the Diagnostic test several times and this are the typical - all tests were very close to these results

The most interesting thing was that  I created a new account/log-on for the Web Commander (Web Viewer since it was new and not paid for) the problem did not show up - we both could look at all cameras without fail.  But, when switched back to my paid account both the tech and I could not reliably see all the cameras.

The tech advised me to reset/power cycle everything and give it a try but I am two hours from the sites so that will have to wait.  I find it hard to believe that the cameras are all viewable without fail using the new account but using my paid for account they are not and that this is due to needing rest/power cycled - This is true for both sites!

[CatLogitech]

There is definately something odd going on.

You can try enabling the trial of the premium services and see if anything changes then.

Also make sure that you have closed all apps on phones completely to make sure these are not interferring either as if you are signed in in one location and sign in again on another it lags or doesn't connect.

You will need to test the upload speed though where there cameras are because the cameras are uploading to the net..

I have been told that logmein and remote computer viewing has been known to cause issues with the program and ports.

[Boiler4405]

I'm not using a phone - desktop and laptop PCs using either Windows 7 or XP.

The upload speeds listed above were at the camera locations – both sites have Comcast and get close to 20mbps down with 3 to 5 mbps up consistently with pings around 26ms.

Viewing the cameras from both sites works great using a new logon email address with the trial.  When switched back to my paid account viewing the cameras is hit and miss with more miss then hit.

Both sites started having problems the same day (4 days ago now) and there were no changes made to anything at either
sites.  The computers at both sites are just used for the cameras; both have had Team Viewer on them since April with
no viewing problems. I’m two hours away from either site and the sites are two hours away from each other so I plan on getting to the sites as soon as I can and reset and power cycle everything.  Both sites are on UPSs so loss of power is
not an issue.

It just seems strange that my paid account has the 408 error problem but a new trial account doesn’t and the viewing problem started the same day at both sites?  The only thing common to both sites is that they are both on my paid account which is the only account that has the problem?  I was told the paid account can not be transferred to another email address/account?

[CatLogitech]

It would get taken off your old account then refunded through our Sales department and then you would pay online for your new account.

That is odd.

I am not sure how reliable the www.speedtest.net would be if you are not at the site and are doing it over Team Viewer. I am not sure if they are doing still from the physical computer you are at or at the remote computer...

[Boiler4405]

Using Team Viwer is the same as sitting in front of the computer that you are connected to.   Also, I have done speedtest.net from each site and get the same results.

You may want to check out Team Viewer when you get a chance - it is free for nonbusiness use and has proven very usefull when dealing with your cameras.

I'm going to wait unttil I reset/power cycle everything before making any changes; I also have 3 more cameras to add at each site maxing out to 6 cameras at each site.

[CatLogitech]

That is odd. I am having an issue online viewing, but I am able to view with an iPod so I think it is something else on my end. Probably the firewalls on the network or on the computers at work.

I may check it out that program.

I just wanted to verify that because I have not used it before.

[Boiler4405 · Accepted solution]

After doing factory reset of all cameras at both sites,
power cycled everything including the coffee pot and toaster I’m able to view all
cameras at both sites with no errors on my paid account!

So I’m back up and working as good as ever but have no idea
why my paid web commander account had such problems but the trial did not??????

If this happens again I’ll try power cycling first to see if
that cures the problem; I was short on time today so I just reset/power cycled
everything right away.