ADPRO Troubleshooting

This guide covers common issues encountered when configuring and operating ADPRO devices with GCXONE, along with step-by-step solutions.

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Troubleshooting

Quick Solutions

Alarm Transmission Issues

No Alarm Transmission

No Alarm Transmission

Symptoms

• Alarms not appearing in GCXONE
• No communication between ADPRO and GCXONE
• Site pulse not working

Solutions

1. Verify Unique Server ID
   • Ensure each device has a unique Server Unit ID
   • Check that the same ID is not used on multiple devices
   • Server IDs must be unique across all ADPRO devices
   
2. Check IP Addresses
   • Verify primary receiver IP address provided by NXG support team
   • Confirm secondary receiver IP address if configured
   • Test network connectivity to receiver IPs
   

   
3. Verify Network Connectivity
   • Test connection to virtual receiver
   • Check firewall rules allow traffic to receiver
   • Verify VPN connection if using VPN
   • Confirm whitelisting is configured correctly
   
4. Test Transmission Paths
   • Test both primary and secondary transmission paths
   • Verify site pulse/lifecheck is configured
   • Check alarm profiles are properly configured
   

Partial Alarm Transmission

Partial Alarm Transmission

Symptoms

• Some alarms appear, others don't
• Intermittent alarm transmission
• Delayed alarm delivery

Solutions

1. Check Alarm Profiles
   • Verify alarm profiles are configured correctly
   • Ensure profiles are active for current operational state
   • Check that "Notify Surveillance Center" is enabled
   

   
2. Review Input/Output Behavior
   • Verify event responses are configured
   • Check camera assignments are correct
   • Ensure view styles are properly set
3. Network Issues
   • Check for network congestion
   • Verify bandwidth is sufficient
   • Test both primary and secondary paths

Duplicate Server IDs

Duplicate Server IDs

Symptoms

• Alarm attribution conflicts
• Cannot identify which device triggered event
• Multiple devices showing same alarms

Solutions

1. Verify Server IDs
   • Check all ADPRO devices have unique Server Unit IDs
   • Document Server IDs for each device
   • Update any duplicate IDs immediately
   
2. Update Configuration
   • Change duplicate Server IDs to unique values
   • Restart ADPRO XO client after changes
   • Verify changes are saved

Critical: Each ADPRO device MUST have a unique Server Unit ID. Duplicate IDs will cause alarm attribution conflicts and make it impossible to identify which device triggered an event.

Analytics Issues

Analytics False Alarms

Symptoms

• Too many false alarms from analytics
• Alarms triggered by non-threat objects
• Missing actual security events

Solutions

1. Adjust Sensitivity Levels
   • Reduce sensitivity for detection zones
   • Fine-tune size and speed criteria for moving objects
   • Test different sensitivity settings
   
2. Refine Detection Zones
   • Review and modify detection zone boundaries
   • Exclude areas with frequent non-threat movement
   • Focus zones on critical entry points
3. Configure Analytics Types
   • Use Intrusion Trace for entry point monitoring
   • Configure Loiter Trace for restricted areas
   • Set up Motion Sabotage for camera protection
   

Scheduling Issues

Arm/Disarm Schedule Problems

Symptoms

• System not arming/disarming at scheduled times
• Incorrect time-based behavior
• Schedule not saving properly

Solutions

1. Verify Time Zone Configuration
   • Ensure time zone matches customer location
   • Check DST settings if applicable
   • Verify time zone is correctly set in ADPRO XO client
   
2. Check NTP Synchronization
   • Confirm NTP server is reachable
   • Verify NTP synchronization is working
   • Check device time matches GCXONE time
3. Review Schedule Settings
   • Verify arm/disarm schedule is properly configured
   • Check schedule times are correct
   • Ensure schedule is saved and active
   

User Access Problems

User Access Issues

Symptoms

• NXG user cannot access device
• Insufficient permissions for operations
• User credentials not working

Solutions

1. Verify User Rights
   • Check NXG user has appropriate rights (Administrative preferred)
   • Verify User rights if Administrative is not possible
   • Confirm user account is active
   
2. Check User Credentials
   • Verify username and password are correct
   • Test credentials in ADPRO XO client
   • Reset password if necessary
3. Review Permissions
   • Ensure all required permissions are granted
   • Check camera-specific permissions if applicable
   • Verify permissions match GCXONE requirements

iFT Gateway Issues

iFT Gateway Configuration Problems

Symptoms

• Event clips not recording
• Custom properties not working
• iFT Gateway not functioning properly

Solutions

1. Verify Custom Properties
   • Check eventClipRecord is set to "True"
   • Verify eventClipRecordAlarmCode is set to "motion.perimeter"
   • Ensure custom properties are saved in GCXONE
   
2. Check Device Subtype
   • Confirm device is actually iFT Gateway subtype
   • Verify device model supports iFT Gateway features
3. Review GCXONE Configuration
   • Navigate to Device → Edit → Additional Settings → Custom Property
   • Verify all custom properties are correctly configured
   • Save changes and restart device if necessary

Quick Reference

✅ Common Fixes

• Verify unique Server Unit ID
• Check IP addresses from NXG support
• Test network connectivity
• Verify time zone and NTP
• Check user permissions

❌ Common Mistakes

• Using duplicate Server IDs
• Incorrect IP addresses
• Missing site pulse configuration
• Wrong time zone settings
• Insufficient user permissions

Related Articles

• ADPRO Overview
• ADPRO Installer Configuration
• ADPRO Supported Features
• Device Registration

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Need Help?

If you're still experiencing issues after trying these solutions, check our General Troubleshooting Guide or contact support.