Avigilon Lenel OnGuard Video & Event Viewer Integration - Manual (Page 15)

Avigilon Control Center 5 System Integration Guide with Lenel OnGuard
12
No Video Display in the Alarm Monitoring Software
When you attempt to view video from an Avigilon camera in the Alarm Monitoring
software, no video is displayed. However, when you test the connection in the System
Administration software, video successfully displays.
The OnGuard Communications Server may be down or closed.
• To resolve the issue, open the Communications Server. See the OnGuard
Alarm Monitoring User Guide for more information.
Recorded Alarm Video Runs Short
When you have an alarm configured to play Double Video on Alarm in the OnGuard
software, the recorded video that is displayed is missing the most recent 15 seconds of
video.
This issue occurs because the Avigilon Control Center software caches the most recent 15
seconds of live video but has not committed it to storage as a recorded video.
To see the full recorded footage, manually open the recorded video for the alarm. See the
OnGuard Alarm Monitoring User Guide for more information.
Cannot Launch Video from the Web Video Viewer
When you try to access Avigilon video from the OnGuard Web Video Viewer, you see the
following error message:
Unable to load video from ‘Avigilon’. Please verify that you can access the
recorder from your machine or that your viewer is on the same domain as your
recorder.
Check the following:
• Check if you can display video in the OnGuard System Administration
software. If not, complete the steps described in Adding an Integration User in
Avigilon on page 5.
• Check if there is a password assigned to the Avigilon user created for the
integration. For more information, see Adding an Integration User in Avigilon
on page 5.
When the Avigilon user does not use a password, the OnGuard System
Administration software will still display video from the integration but the
OnGuard Web Video Viewer will not.