novastar tech co.,ltd
TRANSCRIPT
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Content
SYSTEM TROUBLESHOOTING GUIDE ............................................................................................................................. 3
1 TERMINAL, OPERATION AND MAINTENANCE PROGRAM SUPPORTS THE LIST OF OPERATING SYSTEM VERSIONS 3
2 HANDLING OF NETWORK SECURITY PROMPT WHILE ACCESSING TO SERVER ....................................................... 3
3 WEB PAGE ACCESS FAILURE .................................................................................................................................. 5
4 SOFTWARE NOT STARTED NORMALLY ................................................................................................................... 6
4.1 CHECK IF SOFTWARE IS ADDED TO THE FIREWALL EXCEPTIONS ............................................................................................. 6
4.1.1 Add application programs to Windows XP firewall exceptions ........................................................................ 6
4.1.2 Check and add application programs to Windows 7 firewall exceptions ......................................................... 9
4.2 CHECK AND ADD APPLICATION PROGRAMS TO OTHER SOFTWARE TRUST OREXCEPTION LISTS .................................................... 12
4.3 NET FRAMEWORK AND ITS VERSIONS .......................................................................................................................... 12
5 ABNORMAL NETWORK COMMUNICATION .......................................................................................................... 13
5.1 CHECK IF THE PORT IS ADDED TO THE FIREWALL EXCEPTION OR TRUST LIST ........................................................................... 13
5.2 CHECK IN THE LAN .................................................................................................................................................. 14
6 THERE IS NO MONITORING DATA FOR ONLINE TERMINALS ADOPTING M3 CONTROL SYSTEM ............................ 14
6.1 CHECK IF THE TERMINAL REGISTRATION HAS ENABL ......................................................................................................... 14
6.2 ED MONITORING ..................................................................................................................................................... 14
6.3 CHECK WHETHER TERMINAL CONNECTION M3 SYSTEM IS NORMAL.................................................................................... 15
6.4 CHECK IF THE MONITORING SERVICE HAS BEEN SET TO AUTOMATIC DETECTION MODE ............................................................ 15
7 THE TERMINAL AND MC-GO CAN NOT CHECK THE TIME ...................................................................................... 16
8 MEDIA CONVERSION FAILED ................................................................................................................................ 17
9 SCHEDULE RELEASE OR TERMINAL DOWNLOAD IS UNRECOVERABLE AND FAILED ............................................... 18
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OVASTAR TE
CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
10 TERMINAL CANNOT FIND THE WEBCAM .............................................................................................................. 18
10.1 DEBUGGING OF NETWORK CAMERA(YIVIEW) ........................................................................................................ 18
10.2 DEBUGGING OF USB CAMERA ................................................................................................................................... 18
11 THE REGISTERED TERMINALS CANNOT BE SEEN ON MC-GO ................................................................................ 18
12 UNABLE TO EXPORT LOG STATISTICS .................................................................................................................... 19
13 BLANK SCREEN .................................................................................................................................................... 20
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OVASTAR TE
CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
System Troubleshooting Guide
Although Nova has designed a good architecture and using method to reduce the system using
difficulty to the maximum extent, due to the complexity of the system, there will be some
problems caused by some more subtle reasons. A part of these problems shall be shown in the
form for trouble shooting guide in this manual based on the long-term validation and
summarization of Nova Technology. For updated troubleshooting guide information, please log
in the portal of Nova at www.novastar-led.com or call Nova.
1 Terminal, operation and maintenance program supports the
list of operating system versions
Versions above SP3 of Windows XP
32-digit,64-digit version of Windows 7
2 Handling of network security prompt while accessing to
server
NovaCloud use HTTPs as safe connection to transfer data to guarantee the security of network
communication content and NovaCloud system.
HTTPS communication needs the backup of certification which is usually distributed by
authorized agency to identify the server, during which the HTTPS communication is used to
protect the authorization from attack. For NovaCloud system, the identity of server is approved
and the IP address of server deployed on Internet is definite as well. Besides, it is unlikely that
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OVASTAR TE
CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
other servers at the same IP address are running simultaneously. Thus, the application for
certificates issued by specialized agency is not required, and NovaCloud has its own certificate.
As NovaCloud uses its own certificate, the browser, when opening the NovaCloud URL, will
prompt the used security certificate is invalid, please complete the following: add an exception ->
obtain the Certificate -> add an exception, and then you can normally access.
The above prompts will appear each time the browser reruns. The following is an example of the
FireFox browser:
Fig. 2-1 Firefox browser HTTPS connection warning
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 2-2 Add a certificate exceptions (II)
The examples of IE8 are as follows:
Fig. 2-3 IE browser HTTPS connection warning
3 Web Page Access Failure
Current server's Web supports the browsers of IE8 or above, but some problems may appear at
small places during the use of IE8 and IE9, such as selection unavailable in the drop-down list box
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OVASTAR TE
CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
or information display incomplete in Web page during the use, so we recommend customers to
use Google or Firefox.
4 Software not started normally
The management center software and terminal software are often intercepted by antivirus
software when they start up, so that they cannot normally start. In order to avoid this problem,
add the system software to the antivirus software trust list. The following lists the steps of adding
to the trust lists of Windows XP firewall and Windows7.
4.1 Check if software is added to the firewall exceptions
4.1.1 Add application programs to Windows XP firewall exceptions
1) Open windows firewall
Click on【Start】→【Setting】→【Control Panel】→“windows firewall”,or“Security Center”——>
“windows firewall” in turn,to open the firewall.
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OVASTAR TE
CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 4-1 Windows XP Firewall
2) View the firewall state
If the firewall is in the closing state, and it is not intended to enable the firewall, end up the
operation of setting firewall trust.
If it is intended to enable firewall, please click "exception" option to conduct the next step of
operation. The exception option window is as follows.
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 4-2 Windows XP exception option window
3) Add exceptions
Click on【Add application program】button,and in the program list, search for the application
program to be added. After finding the application program, check if the application program
path is correct. If the application program path is not correct, click on 【Browse】to add the
application program again, and if the application program path is correct, click【OK】.
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CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 4-3 Add exceptional program
Add all application programs related to the terminal software(MarsSite):
LCT 2nd generation service:LCTServerProvider
LCT 3rd generation service: MarsServerProvider.
MarsSite main process:marssite.exe
Software dog:NovaSoftwareDog.exe
Playback software: NovaStudio2012.exe
Management software : MC-go
4.1.2 Check and add application programs to Windows 7 firewall exceptions
1) Open firewall setting window
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CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Click on【Start】→【Control Panel】→【System and Security】→【Windows firewall】,to open firewall
setting window.
Fig. 4-4 Windows 7 firewall
2) If the firewall is closed, end up the operation of adding application program to exception.
3) Add exceptions
a) Open the“firewall setting window”;
b) Left click on the link of "allow a program or function to pass through windows firewall", to
open the window for setting "allowed program" ;
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 4-5 allowed program
c) Click on 【allow another program】 button to open the "add a program" window, and
then click on 【Browse】to select the program to be added to firewall exceptions, and then
click on【add】.
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 4-6 allow another program
d) Click "OK" to complete the adding programs to exceptions.
4.2 Check and add application programs to other software trust orexception
lists
If other anti-virus software (such as Rising, Jinshan drug tyrants, Avira, Kabasiji) and firewall (such
as Rising Firewall, Skynet, etc.) is installed, please according to the actual situation, check and add
terminal software and service process to antivirus software or firewall software trust lists.
4.3 NET Framework and its versions
Operation and maintenance program and terminal software running environment requires
Microsoft NET Framework 2.0, if the operating system environment is not installed with it, the
software will prompt the user to install, as follows:
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CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 4-7 The terminal installation package prompts to install the Net Framework2.0
If in your operating system, other versions of NET Framework have been installed, in order to
avoid the possible incompatibility, it is recommended to firstly unload .NET Framework through
the control panel in the Windows operating system before installing the terminal or the MC-go
software.
5 Abnormal network communication
5.1 Check if the port is added to the firewall exception or trust list
NovaCloud is a software solution based on network that needs backup of network
communication.
NovaCloud uses port of 443 for HTTPs, 20 and 21 for FTP and internally starts connection for data
in FTP Passive mode, in which the scope of ports is between 14200 to 14500.
The above ports must be opened in the firewall, if the network firewall is unable to work properly,
please contact your network administrator.
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
5.2 Check in the LAN
Please check if the IP set by you in the automatic server configuration guide conflicts with the IP
of other equipment.
6 There is no monitoring data for online terminals adopting
M3 control system
6.1 Check if the terminal registration has enabl
6.2 ed monitoring
As shown in below
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Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
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Fig. 6-1 View terminal
6.3 Check whether terminal connection M3 system is normal
Including whether all hardware interfaces in the control system are normally connected.
6.4 Check if the monitoring service has been set to automatic detection mode
The monitoring service is the non-automatic detection. If Nova M3 system product is adopted
and terminal is online, but MC-go cannot obtain the monitoring data from the server, consider the
existence of this problem.
If the M3 control system drive service is firstly started before start of control system, or control
system is powered off during use or the serial port line contact is bad, it may cause unrecoverable
monitoring fault.
Open the M3 control system services, as shown in the figure below:
Fig. 6-2 Control system service
Right-click the icon menu of LCT Service Provider in the task tray, as shown below:
Fig. 6-3 Server menu
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Open the Detect Config menu, as shown in the figure below:
Fig. 6-4 Service set
Tick off "Auto detect controller", and the server will automatically and periodically detect the
control system.
7 The terminal and MC-go can not check the time
Windows7 system is the authority control system. Time tick of the terminal or the program can
not be realized unless it has administrator authority, or time tick operation writes in will fail.
Open the installation path of terminal or the Program , find the executable files and right click,
choose "Attribute" and switch to "Compatibility" options tab, tick off "Run this program under the
identity of administrator" below privilege level column and click "OK". XI'AN N
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Fig. 7-1 Run as administrator
8 Media Conversion Failed
Media conversion failed during distribution of schemes to asynchronous terminal may be caused
by the follows:
1) Now asynchronous terminal does not support the videos of the following formats: div2, rmvb
(RV40), 3gp (MPEG-4 v) and .rm, so videos of these formats cannot be used.
2) Play schemes and media containing Chinese characters cannot be converted in non-Chinese
operation system; if the operation system is not in Chinese, the names of schemes and media
shall consist of English characters.
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
9 Schedule release or terminal download is unrecoverable and
failed
The Net Framework version of Windows XP Operating System may be the relatively outdated
version 2.0 and needs to install patch SP1 of .NET Framework2.0 separately. This patch is located
at the Nova Cloud\MarsSite catalogue of Nova Cloud CD under the file name
"NetFx20SP1_x86.exe". Run this file to start patch installation.
10 Terminal cannot find the Webcam
10.1 Debugging of network camera(Yiview)
While there are multiple NICs, the case may be as follows: as different NICs may be located at
different network segments, and web camera driver can not send and search for data packets to
proper network segments, IP camera can not be found.
In this case, temporarily shut down the NIC where the camera is not in, and then search, you
should be able to normally find out it.
After network camera parameters are well configured, open the other network cards to make sure
webcams and network can work normally.
10.2 Debugging of USB camera
Please check if the camera drive is correctly installed.
11 The registered terminals cannot be seen on MC-go
NovaCloud has the group authority management, where different client (MC-go) accounts may
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CH CO., LTD
NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
correspond to different group authorities, and if some terminals cannot be seen at the client, it is
very possible that this account has not the authority assigned to the group where these terminals
are. View the group authority of the account in the server, as shown in the following picture:
Fig. 11-1 View the group authorities of account
The account “zhaoli” does not have the group authorities of the group 113/114/115, so that it is
impossible for the account “zhaoli” to view the terminals under the above mentioned groups.
12 Unable to Export Log Statistics
When the log statistics cannot be exported, it can be solved by deleting the registry
HKEY_CLASSES_ROOT\TypeLib\{00020813-0000-0000-C000-000000000046}\1.6 (office 2003
corresponds to 1.5, and office 2007 corresponds to 1.6).
Steps of deleting the registry:
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NovaStar Tech Co.,Ltd
Phone: NovaStar (Xi’an) +86-29-8450-7048 NovaStar (Shenzhen) +86-755-3359-2491
Website: www.novastar-led.com
Start→Run→Input "regedit" →Unfold HKEY_CLASSES_ROOT→Unfold TypeLib→
{00020813-0000-0000-C000-000000000046}→Office 2003 corresponds to 1.5, and office 2007
corresponds to 1.6.
13 Blank Screen
When the synchronous terminal is used, the functions of remote desktop or screen lock on the PC
of the terminal will affect the display effect, leading to blank screen, which can be recovered by
restarting the terminal or waiting to the playing of next media.
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