In a big mess need urgent help

[iRepair]

hi guys ok im trying to help out a family member, he just took over a supermarket that has a lts 32ch (16poe) nvr and bunch of switches and other devices ( looks so intimidating lol)

Im having issues with some cameras not showing when plugged in poe ports on back.. Ive tried resetinf dvr to default and nothing.. it shows all the 16 ip adresses but always says network unavailable/reachable.. ( all in the 192.xx )

BUT i can plug ANY camera to the Seperate switch they have and picks them up!? but have a 10.1xxxx ip adresses for them ..

i noticed Nvr in network settings shows ip adress as 10.1.10.199
and on bottom says internal nic ip adress 192.xxxxx is that ok to have 2 diff ranges of ip adresses ?

Also another issue is i cant get the NVR to be shown in the nvms apps or any remote view app for that matter. Ports are open and nvr has internet ... i can log into the nvr through any browser in same network just fine.. But remote view apps lile ivms 4500 and 7000 and lts connect and i cannot see the nvr at all in the " online devices " ? ive done many of these in the past easy no issues.
ive reset the nvr to default couple of times.
I also reset the modem to and even tried disconnecting everything and just leaving one cable from modem to nvr and turned off all other switches and devices and still wont show up on the apps ?? When choosing " online devices " nothing pops up.. Also tried manually adding the device and says connection failed.


im stumped

 

[iRepair]

here are some pics

 

[alastairstevenson]

a supermarket that has a lts 32ch (16poe) nvr and bunch of switches and other devices ( looks so intimidating lol)

Ports are open and nvr has internet

On the assumption that the business LAN also has potentially sensitive devices connected such as tills, management PCs, payment terminals etc you might want to reconsider allowing the entire internet access to the NVR which if compromised due to security weaknesses could put the LAN at risk too.

 

[TonyR]

i noticed Nvr in network settings shows ip adress as 10.1.10.199
and on bottom says internal nic ip adress 192.xxxxx is that ok to have 2 diff ranges of ip adresses ?

Most POE NVR's put the cams on their own, private subnet via it's own internal server to keep the cams off of the Internet; the NVR's LAN is on a different subnet.

IMPORTANT: @alastairstevenson brought up a VERY good point. In the U.S., all vendors that accept debit cards and credit cards MUST be certified to be PCI (Payment Card Industry) compliant. If the business was ever certified by the company that processes your accepted cards (POS or card reader terminal and printer) in the past and changes of any type were done that involved your network or any devices added to the network, then the business is in VIOLATION and should NOT be processing credit cards and debit cards until the issue is resolved (PCI compliance re-established and certified again). I'd contact the company that processes your credit/debit cards and furnished you the terminals/POS's ASAP....like Monday morning first thing. Failure to be out of PCI-compliance, especially knowingly, can put the company at great financial liability.

 

[iRepair]

Most POE NVR's put the cams on their own, private subnet via it's own internal server to keep the cams off of the Internet; the NVR's LAN is on a different subnet.

IMPORTANT: @alastairstevenson brought up a VERY good point. In the U.S., all vendors that accept debit cards and credit cards MUST be certified to be PCI (Payment Card Industry) compliant. If the business was ever certified by the company that processes your accepted cards (POS or card reader terminal and printer) in the past and changes of any type were done that involved your network or any devices added to the network, then the business is in VIOLATION and should NOT be processing credit cards and debit cards until the issue is resolved (PCI compliance re-established and certified again). I'd contact the company that processes your credit/debit cards and furnished you the terminals/POS's ASAP....like Monday morning first thing. Failure to be out of PCI-compliance, especially knowingly, can put the company at great financial liability.

im pretty sure the companies do a montlhy or quarterly check to see if they are compliant if not they inform them and it has to be fixed immediately. Thats what happened to my business years ago.

As for the ip issues im having, what do you thinknis the issue? Forgot to mention they had a 2nd Nvr but died out. Whould that be the issue ? Those cameras were assigned diff ips and the arent appwaring up on this nvrs subnet (192.xx)?? But if plugged into the seperate switch it picks any camera just fine and assigns a 10.xxx ip ??

 

[Gargoile]

You might have an 8 port bank on the NVR that has failed. To check, I would move a known camera's connection that is working and swap it with a camera connection that is not working. If the one that did not work is now working, the issue is at the NVR.

 

[Flintstone61]

You will get that message if your trying to access the cameras from a browser. Camera's plugged into the NVR will be assigned a 10.x.x.x IP network address,....you cannot login to them directly because you are effectively trying to dial the number 10.x.x.x from a phone that only calls out to 192.x.x.x. You have to login to the NVR's IP address from a browser in the 192.168.x.x network address and surf to the Camera's tab and click on the Blue "e"
But also the NVR has a computer monitor connection so you should be able to view it thru a Computer screen

 

[Flintstone61]

Make and model of NVR

 

[iRepair]

You might have an 8 port bank on the NVR that has failed. To check, I would move a known camera's connection that is working and swap it with a camera connection that is not working. If the one that did not work is now working, the issue is at the NVR.

Pretty sure all The ports work becuase its picking up half of the cameras but not all.. Couple days ago it picked up not even 1 camera plugged in back , but after reset and trying different cameras ( there are around 45 total ) it picked up only 7 ... im assuming those that dont get recognized are the ones previously on the old nvr ? Whats funny is that if i take any wire and plug into the 16ch seperate poe switch it picks up any camera and assigns it a 10.x.x .x ip and works?

 

[iRepair]

You will get that message if your trying to access the cameras from a browser. Camera's plugged into the NVR will be assigned a 10.x.x.x IP network address,....you cannot login to them directly because you are effectively trying to dial the number 10.x.x.x from a phone that only calls out to 192.x.x.x. You have to login to the NVR's IP address from a browser in the 192.168.x.x network address and surf to the Camera's tab and click on the Blue "e"
But also the NVR has a computer monitor connection so you should be able to view it thru a Computer screen

All of a sudden a day later they connect fine now i can view all cameras on that dvr.. Very wierd maybe a glitch on my phone or the network or the dvr.. Anyways that issue is taken care of.. But now for the cameras that are not showing up

 

[iRepair]

Make and model of NVR

its a Hikvision 32ch ( 16ch poe ) H264 nvr older one i beleive. When i go back ill get the model..

 

[Flintstone61]

I can't do support on Hik NVR's... not familiar.....

 

[Gargoile]

Pretty sure all The ports work becuase its picking up half of the cameras but not all.. Couple days ago it picked up not even 1 camera plugged in back , but after reset and trying different cameras ( there are around 45 total ) it picked up only 7 ... im assuming those that dont get recognized are the ones previously on the old nvr ? Whats funny is that if i take any wire and plug into the 16ch seperate poe switch it picks up any camera and assigns it a 10.x.x .x ip and works?

Well if you do not do this you will not know for sure where your issue is. Removing this possible issue, then you know for a fact it is not the NVR ports.

It's basic problem determination. Build a check list and work through each step to narrow where the issue is. My line of work, the server admins call me to replace a cable when they did something and will not admit what they were doing from a config standpoint. When they lose connection to the server, they always blame the cable first. Is the POE port turned up (active)? Provisioned correctly? etc......

 

[iRepair]

Well if you do not do this you will not know for sure where your issue is. Removing this possible issue, then you know for a fact it is not the NVR ports.

It's basic problem determination. Build a check list and work through each step to narrow where the issue is. My line of work, the server admins call me to replace a cable when they did something and will not admit what they were doing from a config standpoint. When they lose connection to the server, they always blame the cable first. Is the POE port turned up (active)? Provisioned correctly? etc......

ports are good the have power and like i said only some cameras are picked up , im assuming they were originally on this nvr and the other ones where prabably on the old nvr that died. I have a feeling those that dont get recognized have diff ip adresses that need to reset ? each camera has to be reset manually ??

 

[Gargoile]

If the cameras that you cannot reach are on the 192.168.X.X range, then yes you will need to get the camera IP's on the 10.1.10.X range and subnet to be seen by the NVR.

 

[TonyR]

im pretty sure the companies do a montlhy or quarterly check to see if they are compliant if not they inform them and it has to be fixed immediately. Thats what happened to my business years ago.

FWIW, there have been many changes in recent years to PCI compliance, policies and responsibilities, possibly after your experience.
I suggest your family member that purchased the supermarket look into this by speaking directly with their credit card processing company.
And lastly, I recommend that any determinations or assessments about the business' up-to-date, current PCI compliance be made in writing or e-mail, to your family member/ store owner.

 

[iRepair]

If the cameras that you cannot reach are on the 192.168.X.X range, then yes you will need to get the camera IP's on the 10.1.10.X range and subnet to be seen by the NVR.

i tried changing the ips of the cameras on the nvr and still wont connect? Or do i have to reset each camera manually? that would be hard as they are mounted high and there are about 30 of them

 

[Gargoile]

i tried changing the ips of the cameras on the nvr and still wont connect? Or do i have to reset each camera manually? that would be hard as they are mounted high and there are about 30 of them

You have 2 options and it is not on the NVR side.
1. Log in to each camera on the network and change the IP address.
2. You will have to reset each camera and reinitialize each one.

 

[iRepair]

You have 2 options and it is not on the NVR side.
1. Log in to each camera on the network and change the IP address.
2. You will have to reset each camera and reinitialize each one.

But why is does the NVR pick up the cameras if i plug them into the Switch ?? But if to the back of the nvr no??

 

[Gargoile]

But why is does the NVR pick up the cameras if i plug them into the Switch ?? But if to the back of the nvr no??

Re-read post #8