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Platform Access is Offline & Won't Go Online

How to solve Guarding Vision offline issue or locate the causes.

When our customer adds a device to the Guarding Vision account and the APP returns device is offline, we can follow steps below to solve the problem or locate the causes.

1. Go to device to see the register status. Path: Configuration > Network > Advanced Settings. The status can be saw on web GUI, local GUI or SADP.

a) If the Enable box hasn’t been checked, enable it and see the register status.
Enable Platform Access

b) If it has been enabled and the Register Status keeps offline, go to step 2.

2. Make sure the device has been connected to the Internet and it can connect to the Guarding Vision Server.

a) Go to device to see whether the IP parameters belong to LAN. The IP address, subnet mask and default gateway need to be set correctly. Path: Configuration > Network > Basic Settings > TCP/IP.
2 Connect Device to The Internet

b) The DNS Server address is suggested to set as 8.8.8.8 or local frequently-used DNS address.

3. If the Register Status is still offline, you may need to check the network.

a) Check the Guarding Vision Server accessible or not.

i. Connect your PC to the same LAN of the device.

ii. Go to windows start menu, input cmd and click Enter key.
3 Open Command Prompt

iii. Input command ping dev.guardingvision.com and click Enter. If there is response, it means the DNS server address is correct and the Guarding Vision Server IP address is returned to the device. If there is no response, the DNS server address need to be modified correctly.
4 Check Network Settings

b) Check if the fire wall blocks the connection between device and Guarding Vision Server.

i. Connect your PC to the same LAN of the device.

ii. Go to windows start menu, input cmd and click Enter key.
5 Open Command Prompt

iii. Input command telnet dev.guardingvision.com 8555 and click Enter.
6 Telnet Guarding Vision Server

iv. When the telnet works, it will display as the snapshot below.
7 Telnet Guarding Vision Server 2

v. If the telnet failed, you may need to check if there are settings on fire wall block the connection between the device and Guarding Vision server.

NOTES: The Telnet function is disabled on PC as default, so it need to be enabled firstly. Path: Control Panel > All Control Panel Items > Programs and Features > Installed Updates > Turn Windows features on or off.
7 Turn Off Windows Firewall for Guarding Vision