Time Sync Issues
Time synchronization is critical for ensuring that alarms are recorded accurately and that video playback aligns with event logs.
Overview
General troubleshooting involves a systematic approach across layers, typically starting with device logs, followed by network configuration.
| Issue Category | Common Causes | Resolution Steps |
|---|---|---|
| Time Synchronization | Device time does not match GCXONE time; Incorrect NTP server address. | Ensure NTP server is set to timel.nxgen.cloud; Use the GCXONE "time zone sync" button; Ensure time zone configuration in GCXONE matches the physical device. |
| Connectivity | Ports not open on firewall; Incorrect IP address/DNS; Network instability. | Verify all required ports are open and forwarded; Ensure GCXONE service IPs are whitelisted; Check network connections and compatibility. |
Step-by-Step Guide
Step 1: Verify Device Time
Log in to the device's web interface (NVR/Camera) and check the current system time. It should be accurate to within a few seconds of the actual time.
Step 2: Configure NTP
Ensure the device is pointing to a reliable NTP server.
- NTP Server:
timel.nxgen.cloud - Port: 123 (UDP)
Step 3: Synchronize in GCXONE
- Navigate to the Device Dashboard in GCXONE.
- Select the relevant device and click Edit.
- Locate the Timezone setting and ensure it matches the physical location of the device.
- Click the Sync Time button to push the correct time configuration to the device.
Need Help?
If you're experiencing issues, check our Troubleshooting Guide or contact support.