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Possible causes and solution(s)
Cameras which get connected from the customer's site to Bosch Remote Portal use an outgoing connection via TCP port 42000.
Outgoing connections usually are not blocked by a router, however in a corporate network with proxy server, firewall, etc. involved, the IT department might open the needed ports.
The troubleshooting steps below might help you to connect cameras to Bosch Remote Portal.
Known issues on camera commissioning
In most cases when camera commissioning fails, the root cause is:
- No connection to Bosch Security Cloud from the customer’s site
- Blocked Internet connectivity (e.g. blocked ports by proxy or firewall)
- User belongs to more than one Company in Remote Portal
- The camera is already commissioned to a different cloud instance
- Known camera firmware issues
- Known camera date issue
- Further…
1. Camera does not reach the Cloud Connector:
Causes
Error seen by user on camera | Behavior seen in Remote Portal | Issue / Use Case |
|---|---|---|
Camera not ready for cloud service | Camera does not appear in Remote Portal | Camera does not reach the Cloud Connector |
Solution
Solution |
|---|
Set Cloud-based services Operation mode to ON and click Set / Save Check firewall blocks for
|
Please follow below list to troubleshoot connectivity issues during commissioning cameras to Bosch Remote Portal.
2. Camera does not reach Remote Portal or Video Relay endpoint or the Certificate Revocation List (CRL):
Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“
- Causes
| Error seen by user on camera | Behavior seen in Remote Portal | Issue / Use Case |
|---|---|---|
| Server connection failed. Make sure you are connected to the Internet. | Camera does not appear in Remote Portal | Remote Portal or Video Relay endpoint not reachable from camera |
| Server connection failed. Make sure you are connected to the Internet. | Camera does not appear in Remote Portal | The camera did not yet reach once the CRL, CRL from Escrypt not reachable |
- Solution
| Solution |
|---|
Check firewall blocks for
|
| CRL must be reachable one time. Afterwards it is not necessary any more. Check firewall blocks for
|
See also: What are the ports and domains of cameras to reach the Bosch Remote Portal for remote viewing?
Camera configuration:
Time Server
Navigate to General > Date/Time and configure the Time server address as follows:
ntp-us.cbs.boschsecurity.com (for Americas) or
ntp-eu.cbs.boschsecurity.com (for Europe and rest of the world) or
VRM IP address (when recording on VRM based recorder, e.g. Divar IP)
Note: Make sure that the configured date does not deviate from the actual date.
Network
Navigate to Network > Network Access
Set DHCP to On
If DHCP needs to be off on customer request > configure correct Gateway and DNS server addresses
Navigate to Network > Advanced
Set the Cloud-based services Operation to On and click Set
Cloud Connectivity
Navigate to Service > System Overview
Check Cloud State > should be ‘Ready for cloud service‘
If Cloud State is different from ‘Ready for cloud service‘:
verify Internet connection according to below troubleshooting guide.
Connectivity Troubleshooting
For troubleshooting perform the following steps:
Please check if the camera is connected to the Internet and can reach the Cloud-based Services system.
In the local network open the IP camera's website, navigate to SETTINGS > Advanced Mode > Service > System Overview
Check the ‘Cloud state’:
Expected state: „Ready for cloud service”
Error states | Cause | Solution |
|---|---|---|
| “Trying to connect...” | Trying to establish a TCP connection. | Check the Internet connection *, reset the camera ** |
| “Trying to connect... (Server not reachable)“ | DNS resolution did not work on last connection trial. | Check the Internet connection *, check the router’s gateway settings. |
| “Trying to connect... (Server not responding)” | TCP connection has been timed out on last connection trial. | Check the Internet connection *, check the router’s gateway settings. |
| “Not running” | Cloud-based Services 'Operation' mode is “off”. *** | Set Cloud-based Services 'Operation' mode to “on”, power-cycle the camera. |
| “Not running (DHCP not active)” | Cloud-based Services 'Operation' mode is “auto”, DHCP is disabled or did not get an IP address. | Enable DHCP, check if a DHCP server in the LAN provides a valid IP address to the camera. |
| “Not running (no connection to server)” | Cloud-based Services 'Operation' mode is “auto”, max connection trials exceeded. | Check the Internet connection *, check the router’s gateway settings, power-cycle the camera. |
| “Not running (Device not added to CBS system)” | Cloud-based Services 'Operation' mode is “auto”, max connection duration timed out (8 hours). | Power-cycle the camera. |
* Check that the router does not block outgoing traffic on port 42000.
** Reset the camera with reset button (press button for 7 secs until the LED turns red). After the LED is green try again to add the camera to the cloud.
*** Cloud-based Services 'Operations' mode can be found on the IP camera's website > SETTINGS > Advanced Mode > Network > Advanced > 'Cloud-based services'.
Ports
Domain Names and IP addresses
- The following domain names must be reachable from the cameras on customer’s site.
- DNS needs to be activated so that cameras can connect to the hosts specified below.
- In case no DNS server is available column “Destination (IP address)” shows the IP addresses to be used.
Note that the IP addresses might change, only domain names stay fix.
- In case no DNS server is available column “Destination (IP address)” shows the IP addresses to be used.
Source | Destination (domain name) | Destination (IP address) (Note that the IP addresses might change, only domain names stay fix.) | Description |
|---|---|---|---|
On-site cameras | 52.29.80.17:42000 | Cloud Connector | |
On-site cameras | 52.28.164.9:42000 | Cloud Connector | |
On-site cameras | 139.15.237.48:80 | Certificate Revocation List (CRL) | |
On-site cameras | 52.29.189.224:443 | Remote Portal | |
On-site cameras | North and South America: Europe, Middle East and Africa: Asia Pacific Region: | North and South America: Europe, Middle East and Africa: Asia Pacific Region: | Remote Portal (Video Relay) |
On-site cameras | North and South America: Europe and rest of the world: | Time server to be used |
3. User is assigned to multiple companies
Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“
- Causes
| Error seen by user on camera | Behavior seen in Remote Portal | Issue / Use Case |
|---|---|---|
| Server connection failed. Make sure you are connected to the Internet. | Camera does not appear in Remote Portal | User is assigned to multiple companies |
- Solution
| Solution |
|---|
| Check if user is assigned to multiple companies: > User Settings > My Companies User needs to set the Default Commissioning Company. |
Configure Default Commissioning Company
A Remote Portal user (Admin or Technician) which belongs to more than one Company needs to set a default commissioning company to be able to add devices to Remote Portal.
4. Camera is already commissioned to a different cloud instance
Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“
- Causes
| Error seen by user on camera | Behavior seen in Remote Portal | Issue / Use Case |
|---|---|---|
| Server connection failed. Make sure you are connected to the Internet. | Camera does not appear in Remote Portal | Camera is already commissioned to a different cloud instance (e.g. Monitoring) |
- Solution
| Solution |
|---|
Check General > User Management, if there is an user entry different from one of the Video Relay endpoints: Type: Cloud User name:
If different Cloud user: |
5. Known issues with camera firmware
Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“
| Error seen by user on camera | Behavior seen in Remote Portal | Issue / Use Case | Solution |
|---|---|---|---|
| Server connection failed. Make sure you are connected to the Internet. | Camera does not appear in Remote Portal | Camera with firmware 6.44.x can not be commissioned to Remote Portal | Update firmware to later version |
| Server connection failed. Make sure you are connected to the Internet. | Camera does not appear in Remote Portal | Camera with firmware v6.60.0065 can not be commissioned to Remote Portal | Mitigation: Step 1: update to firmware 6.61 or later Step 2: if this does not fix the > replace the camera via Bosch Service |
6. Known issues with camera date settings
Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“
| Error seen by user on camera | Behavior seen in Remote Portal | Issue / Use Case | Solution |
|---|---|---|---|
| Server connection failed. Make sure you are connected to the Internet. | Camera does not appear in Remote Portal | Date in camera is deviating more than 3 months from current date. | Stop recording, set correct camera date & time |
7. Further known issues
Precondition: Camera connects to Cloud Connector. Status in "Network > Advanced" is “Ready for cloud service“
| Error seen by user on camera | Behavior seen in Remote Portal | Issue / Use Case | Solution |
|---|---|---|---|
| Server connection failed. Make sure you are connected to the Internet. | Camera changes to offline and stays offline | - Camera already exists in RP - User resets the camera - User (Technician) commissions camera | If the camera is restricted and the Technician user is not allowed to access the camera or group, commissioning fails. Mitigation:
|
| Authentication failed. Make sure that password and e-mail address are correct. | Camera shown in previous state | Wrong credentials entered in camera "Connect to Bosch Remote Portal" dialog. | Use correct user and password. |
Note:
If above steps do not succeed to connect the IP camera to the Security Cloud, please contact support.security-cloud@bosch.com
Nice to know:
For a better understanding of using the Bosch Remote Portal, we encourage you to join our free online Training from Bosch Building Technologies Academy!