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This page walks you through the basic level 1 troubleshooting of encoders provided by RetailNext.

Click here to download an MS Word version of this page, or click here to download it as a PDF.

Introduction

Most issues are related to power or network connectivity, and the intent of L1 troubleshooting is to check both of these and fix any problems. To check power and network, you need physical access to the store infrastructure, so you need to be physically at the store or in communication with a technician or store personnel who is at the store.

L1 troubleshooting is generally handled within the customers' IT organization as the intimate knowledge of the store environment helps to resolve issues faster and more economically. In cases where L1 troubleshooting does not fix the problem, the issue should be escalated to RetailNext Support for more advanced L2 troubleshooting.

As a reminder, the Support Process guide details how to perform generic Level 1 troubleshooting, as well as for contacting RetailNext Support.

On This Page

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Hardware

Encoders are used to digitize the video stream from analog-type 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 typical 4-channel encoder has the following common connections:

  • 4x BNC Connector (one per camera)

  • LAN/ethernet cable RJ45 (to network switch)

  • Designated power cable (only for models that aren’t powered by the LAN/ethernet cable)

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Solution Overview

Identifying When A Store Has An Encoder

When browsing 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 LAN/VLAN network as the RN store appliance, restricting streaming abilities for all associated channels of that encoder

Remote Checks

  • Check if other channels that are streaming to the Video tab 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 (you can also power cycle the encoder by toggling the POE power function on the port the device is connected to)

    • In instances where an IP cameras receive camera receives power from this encoder, this will also 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 (contact RetailNext support if you don't have the device’s username/password).

Note: Cameras need to be able to stream to the encoder before they are able to stream to the RN Appliance.

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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