Troubleshooting Steps:
Verify whether you're connecting from an appliance or an Enterprise.
Verify your IP cameras are on the list of supported IP cameras.
Verify the scope of the network connectivity problems
Are all IP cameras off?
Are only certain IP cameras off?
Are all cameras off?
Verify the make and model of your PoE switch. Customers frequently purchase 10/100 megabit switches instead of gigabit switches and when extra cameras are added they run into problems because the PoE switch can't handle the excess traffic. Always ask for the make and model so "you" can verify whether the PoE is supported (i.e. a gigabyte PoE).
Verify your network settings and whether they can be pinged from the appliance. From System Managers configuration tab click on the name of the 3VR appliance and go to Common Operations (underlined on the right). From Common Operations go to Network Settings and the 1st adapter highlighted will be your primary adapter. Copy the IP address and gateway of the primary adapter and the IP address of the secondary adapter. Keep in mind that your primary adapter is what connects you to the network through its default gateway. All 3 of these IP addresses should ping successfully. In the event they do not it could indicate the IP addresses are not correct or there is some other issue with their network. If the default gateway fails to PING it could indicate there is a problem in the way the gateway was configure that may include but is not limited to the default gateway port assignment and it's actual IP address.
PING the address of any network camera that is failing and also the address of any network camera that is NOT failing. If the PINGS on the primary adapter (IP address and gateway) and secondary adapter (IP address) succeed, try to ping an IP camera that does not connect. If that PING fails try to PING an IP camera that is working.
When the PING fails on your IP camera it indicates there may be a problem with the camera or a problem with the way the camera was configured. You'll need to verify whether the user and password are required to access the IP cam. You may also need a camera manufacture URL so that you can login to the camera and verify the configuration is correct.
If your IP cam PING fails connect your cam to a laptop and verify whether you can access the camera via a browser (put the camera’s IP address into a browser and see if you can access the camera or verify the manufacturer's login to access the camera admin settings).
If the PING on the bad IP cam succeeds you may want to verify the IP cam's RTSP and HTTP settings (port, URL etc.). Each manufacturer will have different settings for their IP cameras but if these are enabled you'll need to make sure the settings specified by the manufacturer are appropriately added into the application. *Check with Identiv Support on this*.
If all of user PING tests succeed and they still running into video problems you may want to reassess whether this is a "Network Connectivity" problem and not a problem caused by their camera configuration creating too much network traffic for their 3VR to handle. There are steps to adjusting the camera (analogue and IP) to reduce the amount of resources consumed but in some cases it may simply require that they purchase a more powerful system. If this is suspected you should always grab logs and system diagnostics to confirm before proceeding further.
When dealing with network connectivity problems it's essential to verify that the problem is NOT related to the 3VR unit. Once that's been verified it's not a problem to suggest where the actual issue may reside but it is the customer's responsibility to address and implement the fix. Following these steps we can usually determine whether the problem resides with 3VR within 10-15 minutes. Also keep in mind that these problems are not stand alone. They can work individually and collectively to prevent your IP camera from connecting or showing images.