Hardware
Axis encoders are used to digitize the video stream from analog-type Axis cameras that don’t communicate directly on a LAN network. Encoders are only visible on the LAN network as a result and not the cameras individually.
Cameras connect to the encoder via BNC coaxial cable and are converted to “Channels” on the RN cloud, which can be viewed as cameras from the Video Tab.
A 4-channel encoder has the following common connections:
4x BNC Connector (one per camera)
LAN cable RJ45 (to network switch)
Designated power cable
Solution Overview
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Identifying When A Store Has An Encoder
When browsing to the RetailNext Admin Dashboard, the encoders, just like cameras, are found within Admin Settings -> Cameras.
Simply search the appropriate store to view all its associated devices.
Encoders are denoted as such in the Product/Model fields, usually above the Serial Number / MAC Address.
Note: The associated video stream on the Video Tab will match the name of the channel for its camera.
It is also possible for a store to have both IP Camera and Encoders installed.
Troubleshooting
Should a video channel not stream on the video tab, it’s usually due to one of three scenarios:
There is a problem with the physical connection between the analog camera and the encoder (device/coaxial cable)
There is no power to the encoder, causing all associated channels to no longer stream
The network port of the encoder is not on the same VLAN range as the RN store appliance, restricting streaming abilities for all associated channels of that encoder
Remote Checks
Check if other channels are streaming to the Video Tab that are associated with the same encoder
If so, troubleshooting is isolated to the affected analog camera/cable
If not, check if the IP address of the encoder is reachable from the LAN network, or if the MAC address is visible on the LAN network (check power if not)
Power cycle the encoder from within the admin UI by browsing to it locally via the Maintenance -> Restart option
The camera receives power from the encoder, therefore this will reboot the camera along with the encoder
If unresolved, note the steps taken and escalate the issue to RetailNext Support for assistance
If local access is possible via VPN or direct store access, browsing to the encoder’s local IP address will load up its admin page, such as an IP Digital camera would. (default credentials: root / pass).
Note: Cameras need to be able to stream to the encoder before they are able to stream to the RN Appliance.
Physical Checks
Check the encoder has a power cable connected and displays functioning LEDs
Check the encoder has a LAN cable connected to the appropriate and allowed network port
Check if any BNC coaxial cable is damaged/unscrewed on the encoder end
If unresolved, note the steps taken and escalate the issue to RetailNext Support for assistance