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System Diagnostics and Troubleshooting Basics

GCXONE provides deep-level diagnostics to troubleshoot hardware failures and system issues. This comprehensive diagnostic toolkit includes automated checks, manual testing tools, and detailed logging capabilities to help identify and resolve problems quickly.

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Diagnostics

Troubleshooting Tools

Overview​

System Diagnostics provides comprehensive tools for investigating device issues, network problems, and system performance. These tools help technicians quickly identify root causes and implement solutions.

One-Click Collection​

For certain hardware like Uniview, the system allows a "One-Click Collect" of NVR and camera diagnosis information, including operation logs for a specified number of days.

Using One-Click Collection​

  1. Navigate to Configuration App > Devices
  2. Select the device requiring diagnosis
  3. Click Diagnostics > Collect Logs
  4. Select the number of days to include (up to 14 days)
  5. Click Generate Report
  6. Download the collected diagnostic package

Collected Information​

The diagnostic package includes:

  • Operation Logs: Device operation history
  • Error Logs: All error messages and warnings
  • Configuration Files: Current device settings
  • Network Information: Connection details and network configuration
  • System Status: Current device state and resource usage

Crash Reporting​

The platform can generate crash reports and core dumps to investigate software errors or hardware hangs.

When to Use Crash Reports​

  • Device Freezing: When devices become unresponsive
  • Unexpected Reboots: Devices restarting without apparent cause
  • Application Crashes: Software errors causing device failures
  • Performance Degradation: Sudden drops in device performance

Generating Crash Reports​

  1. Navigate to Configuration App > Devices
  2. Select the problematic device
  3. Click Diagnostics > Crash Report
  4. Select the time range for the report
  5. Click Generate
  6. Review the report or forward to support

Automated Troubleshooting Workflows​

GCXONE standardizes the troubleshooting process for technical issues like No Alarm Transmission. A systematic multi-step investigation is used to resolve breakdowns in the communication path.

Step 1: Dashboard Log Review​

Technicians first verify the device dashboard logs within GCXONE to confirm if the hardware is actively sending events.

What to Check:

  • Recent event timestamps
  • Event types and frequencies
  • Error messages or warnings
  • Connection status history

Step 2: Network Validation​

Connectivity is checked by verifying if required ports (e.g., HTTPS 443, RTSP 554, Control 8000) are open and active (Green status).

Port Verification:

  • HTTPS (443): Web interface access
  • RTSP (554): Video streaming
  • Control Port (8000): Device control commands
  • Custom Ports: Device-specific requirements

Step 3: Event Polling​

For devices incapable of pushing direct events, administrators must ensure the Event Polling toggle is enabled to allow GCXONE to pull data at set intervals.

Configuration:

  1. Navigate to device settings
  2. Locate Event Polling option
  3. Enable polling if device doesn't support push events
  4. Set appropriate polling interval
  5. Save configuration

Connection Quality Testing​

Ping Tests​

Test network connectivity and latency:

  1. Navigate to Device Settings > Network Diagnostics
  2. Click Ping Test
  3. Enter target IP address (GCXONE gateway)
  4. Review results:
    • Response Time: Should be < 100ms for good connections
    • Packet Loss: Should be 0% for reliable connections
    • Jitter: Should be minimal for stable connections

Port Checks​

Verify that required ports are accessible:

  1. Navigate to Device Settings > Network Diagnostics
  2. Click Port Check
  3. Select ports to test (443, 554, 8000)
  4. Review results:
    • Open: Port is accessible
    • Closed: Port is blocked (check firewall)
    • Filtered: Port may be blocked by firewall

Authentication Validation​

Verify device credentials are correct:

  1. Navigate to Device Settings
  2. Click Test Connection
  3. Review authentication result:
    • Success: Credentials are valid
    • Failed: Check username/password
    • Timeout: Network connectivity issue

Device Logs & History​

Historical logs are maintained for auditing and forensic investigation.

Audit Tab​

Tracks every action taken by users (e.g., "Mic ON," "Device Details Updated," "Login"). This includes:

  • User Actions: All user interactions with devices
  • Configuration Changes: Settings modifications
  • System Events: Automated system actions
  • Error Events: Failures and warnings

Receiver Logs​

Displays the raw "payload" of incoming messages (e.g., SIA-DC09 packets) to verify that a device is correctly pushing events.

Log Information:

  • Raw Messages: Unprocessed device communications
  • Message Timestamps: When messages were received
  • Message Types: Event types and classifications
  • Processing Status: Whether messages were successfully processed

Data Retention​

Logs and dashboard history are typically retained for up to 90 days upon request. This allows for:

  • Historical Analysis: Review past device behavior
  • Forensic Investigation: Investigate security incidents
  • Trend Analysis: Identify patterns in device performance
  • Compliance: Meet regulatory requirements

Diagnostic Tools​

Device Information​

View comprehensive device information:

  • Device Model: Manufacturer and model number
  • Firmware Version: Current firmware and update status
  • Serial Number: Unique device identifier
  • MAC Address: Network interface identifier
  • IP Address: Current network configuration

System Resources​

Monitor device resource usage:

  • CPU Usage: Processor utilization percentage
  • Memory Usage: RAM consumption
  • Storage: Disk space and utilization
  • Network: Bandwidth usage and statistics

Performance Metrics​

Track device performance over time:

  • Response Time: Average device response latency
  • Uptime: Device availability percentage
  • Event Rate: Events per minute/hour
  • Error Rate: Errors per time period

Troubleshooting Common Issues​

No Alarm Transmission​

Investigation Steps:

  1. Check device logs for event generation
  2. Verify "Notify Surveillance Center" is enabled
  3. Test webhook/event forwarding configuration
  4. Check network connectivity to GCXONE
  5. Review firewall rules

Resolution:

  • Enable event forwarding on device
  • Configure webhook URL correctly
  • Verify network connectivity
  • Check firewall whitelist

Connection Failures​

Investigation Steps:

  1. Test network connectivity (ping test)
  2. Verify port accessibility (port check)
  3. Check firewall configuration
  4. Review device network settings
  5. Test from different network locations

Resolution:

  • Open required firewall ports
  • Verify IP whitelisting
  • Check network routing
  • Review VPN configuration

Performance Issues​

Investigation Steps:

  1. Review system resource usage
  2. Check network bandwidth
  3. Analyze device logs for errors
  4. Review recent configuration changes
  5. Compare with baseline performance

Resolution:

  • Optimize device settings
  • Upgrade network infrastructure
  • Reduce concurrent operations
  • Update device firmware

Best Practices​

  1. Regular Diagnostics: Run diagnostic checks weekly
  2. Document Issues: Keep records of problems and solutions
  3. Proactive Monitoring: Address warnings before they become critical
  4. Systematic Approach: Follow troubleshooting steps in order
  5. Escalate When Needed: Contact support for complex issues

Need Help?​

If you're experiencing issues that cannot be resolved through diagnostics, check our Troubleshooting Guide or contact support.