GW5532N-V8 - NVR freezes after the upgrade

[Paul Bargiel]

NVR Upgraded to the latest November release. The NVR freezes when GWCAMView is used from an Apple tablet. Once it freezes it is still responding to pings on port 9000 but any attempts to connect report the following error: "Connection to the device failed" . Can you please suggest what the problem is? 

Paul Bargiel

[GW Security Q&A forum]

Can you try using another app called RxCamView and see if you still experience the same freezing problem?

https://itunes.apple.com/us/app/rxcamview/id1062447553?mt=8

[Paul Bargiel]

I just tried to restart it but i get the following when trying to login:

Is there any other way to restart it remotely? 

[GW Security Q&A forum]

Unfortunately for this model there is no remote restart option.

Is the NVR still freezing after you use RXCamView to connect?

[Paul Bargiel]

Yes, looks like it is unrelated. I just did some additional testing.

[Paul Bargiel]

Is there anyway to downgrade? 

[Sunny Kuo]

What type of cameras are connected to your NVR? Are they a mixed of different models?

Do you happen to have any 57 series camera connected to this NVR?

[Paul Bargiel]

I have the following:

15xGW5061IP, 11xGW5088IP, 1xGW5071IP, 1xGW3088IP

[GW Security Q&A forum]

Not sure what firmware the cameras are on.

Are you able to perhaps disconnect the GW3088 temporary and if that camera is causing the freezing?

[Paul Bargiel]

The problem is it happens at random, sometimes it runs for a week, sometimes for a few hours without a need for restart. Are there any logs in the system that I can gather for you? 

[GW Security Q&A forum]

You can download a copy of the log from the NVR's console.

Please navigate to System -> Log then backup the log to a USB drive. Please email the log to sup...@gwsecurityusa.com

[Paul Bargiel]

I am arranging to get the logs. Any chance to downgrade the firmware so it is stable? We did not have this issue on the previous firmware. 

[GW Security Q&A forum]

Unfortunately, not with the current tools we have available.

We are inquiring our developers and see if a downgrade tool is available. We should know something by tomorrow.

[tthurman]

I have just installed the GW5532N-V8 - NVR  firmware version GW5532N-V8_V5.2.0-20171122 with 15x GW-5071IP cameras. I had issues getting the NVR to recognize motion until I upgraded camera firmware to HC400L_V1_AF_V2.3.11_Y_EN_201801081100. 

Here is my major issue. The NVR is not stable with ANY remote login activity. I've tried Web login and Client login from the local network and the RXCamView app on iPhone.  On every attempt the NVR locks up and stops allowing access. Most times, the NVR completely locks up and requires a power cycle to reset. What gives? I paid way too much for the system to have these issues right out of the box.

[Paul Bargiel]

I am running a November release on the GW5532N-V8  and 2.3.11 on 50xx  cameras. I have to say I regret the purchase. I cannot get to the system remotely, it locks up and reboot is required to bring it back on-line. I spent some time with the support and it seemed to be my network and then everything points back at the NVR.It is a nightmare for me and my client. I also have one of the 3088 license plate recognition cameras. It stops streaming Sub-stream after a day or so out of a sudden. I am really at the tipping point of taking a loss and dumping this whole system out and putting Hikvision in. 

[Laurente Cruz]

There's a bunch of us with the same problem.  Basically, there's no fix.  GW Security was gracioius enough to send me a replacement (via RMA).  They stated it tested fine before they shipped it to me.  But when I applied my real life settings it froze again.  Reverting to previous firmware versions will give you problems with the web browser plugin unable to revert to an older version.

Good luck!!

[Dan O'Reilly]

So I do not have this model but in order to make your system not completely useless, maybe there is a tactical solution to use in the interim. Are you able to go into the settings (this can sometimes be done via the NVR but for sure in the individual cameras) and enable P2P. Then you can download Danale from the app store, scan the barcodes or add the camera IDs and access the live feeds of the cameras. It won't help you obtain playback but will allow the live view assuming the camera's support this.

[Laurente Cruz]

For our company it needs the historical data for the ability to go back and see what happened otherwise you'd need eyeballs 24 hours a day to watch the feeds.

I cover network security for my work and I am very skeptical of the Danale service.  Danale is a service located in China.  The cameras go out to Danale; what's preventing someone from going back into your network?

[Dan O'Reilly]

Understood, just trying to provide an interim solution so you aren't completely blacked out from your cameras while being remote :). As of late, I am skeptical about pretty much all of the NVRs or Camera's software since it pretty much is all developed in China. When I couldn't get Realview working properly, Danale was the solution that I used so I could at least use them remotely even for a temporary basis. 

I also believe Danale is P2P, I am not sure what the mobile apps uses. When I was using Danale, I didn't leverage their cloud service for recording videos or images, by the description you provided, I would assume you would not either.

[Paul Bargiel]

GW Security, do you have any ETA on the resolution? Are oyu able to identify the problem? Is there anything we can do to help you track down the issue? 

[Paul Bargiel]

Laurante Cruz,

 

I noticed you also use Surveillance Client, yesterday when I lost connection to the NVR I tried to access it via CamView from outside the network and had no issues. Once I used SC (also from outside) it locked me out and it is not connecting at all from outside. However, I am still able to access the NVR via SC on the local network. Last Saturday I removed all the cameras and had them factory reset and reconfigure and readd to the NVR. I was thinking maybe it is the cable modem and ports redirecting since I can access the NVR locally. Let's try to get as many details as possible on our setups. Maybe we can figure something out. I am also using the GW switches, are you? 

[GW Security Q&A forum]

We are investigating the issue at the moment.

If possible, please email a screenshot of the system info to our support email and we will ask our developers to investigate further.

Our support email is sup...@gwsecurityusa.com

[Laurente Cruz]

For me SC would not work once the NVR froze.

I don't do any port forwarding on our setup.  The NVR and our 25 cameras (I still have 11 more cameras to add) are all on the same Layer2 network and is isolated by our corporate firewall.  I was using the GW switches for a little while but I realized they're just regular POE switches so I moved my cameras over to Juniper POE switches with dual power supplies and better management capabilities.

The NVR has outbound access to our internal DNS servers and the NTP servers on the web (pool.ntp.org), and nothing else.  We have internal network inbound access to the NVR and cameras via its management ports.  I do not have any cloud options enabled - we just vpn into our network and (try to) bring up the browser view.

I have motion detection configured on all cameras, which is scheduled for 24/7.

I have multiple user accounts with different levels of access - some accounts can only view certain cameras, other accounts can view and look at recordings.

My GW-50series cameras have the latest firmware as well (GW_firmware_HC400L_V1_AF_V2.3.9_Y_EN_201710161019.bin)

[Paul Bargiel]

Laurenete Cruz,

I just got a Hikvision NVR, DS9632NI-18, I am testing it with the following GW cameras: 5088P, 5071P, 5061P and 5188P - all cameras work very well with this NVR. I run the latest update on all of them. 

GW Support,

I am going to troubleshoot the issue one more time at my client location. At this point it seems to be the Cable modem as i can connect locally but not remotely but I am not 100% sure as I did not have any issues before the NVR upgrade, if it turns out to be the NVR I would like to get a refund for the NVR and I am putting the Hikvision In. I cannot afford to spend another month troubleshooting this. 

[Laurente Cruz]

Good to know, thanks.

I am actually testing iSpy (Windows based software - opensource) and Zoneminder (Linux based software - opensource).  I'm leaning towards Zoneminder as it appears to have more data mining and management capabilities.

[GW Security Q&A forum]

We have uploaded a new firmware for the GW5532N-V8

https://drive.google.com/drive/u/0/folders/0Bw_lLf-_1mu1VGxrZXpCUnZsQms

The other model will be uploaded within a couple of days.

[Paul Bargiel]

GW Support,

Were you or your developer able to identify the issue? Do you think it is resolved?

[Paul Bargiel]

GW Support, 

Can you please provide what has changed? Were you able to identify the issue in your software? 

Did anyone update yet? I need to wait until next week to update my client's NVR.

[GW Security Q&A forum]

We have taken the firmware off from the drive; there are some bugs we need to fix.

We are testing the P2P connection at the moment. It seems like there was a server issue which caused the slow connection.

[Paul Bargiel]

Thank you for the update, any ETA on when we can expect a stable version? I need to upgrade next week on Saturday, I am really pushing this as I installed the solution in October for my client. 

[GW Security Q&A forum]

We have received a firmware for the built-in PoE version and is currently testing it.

There will also be an update for the app next week around mid-week. We are hoping to have the stable version before then.

[Paul Bargiel]

Thank you for the quick update, much appreciated. Have a great weekend.  

[Paul Bargiel]

Hello GW Security Team,

Can you please update on the status of new firmware?

Paul 

[GW Security Q&A forum]

We are sorry there has been some delay in the testing process. Only the GW5508NP firmware is ready for deploy. Hopefully, we will have the rest of the 55 series by Friday.