Security Cameras: Support Resources and Troubleshooting (ETS Internal)

Summary

This article provides information and directions for ET&S personnel providing support to users seeking assistance with campus security camera-related problems. This includes required AD group membership, VPN-related troubleshooting, problems with Wisenet Wave, and other potential security camera-related scenarios. This article is intended as a support-centric, ET&S internal resource to accompany the Security Cameras: General Information article, which is available to all USNH users after SSO login.

 

AD group membership

Access to USNH security cameras is regulated on multiple levels by membership to AD groups. These groups are divided by campus between PSU, KSC, and UNH (note, UNH Durham, Manchester, and Law are all managed under the same AD group).

Verify membership in the appropriate Azure AD group in IIQ or in Active Directory Users and Computers (ADUC):

  • App-KSC-Sec-cameraccess-usr
  • App-PSU-Sec-cameraccess-usr
  • App-UNH-Sec-cameraccess-usr

Access to these groups is controlled by Domain Services (AD) Group.

  • If a user is not in a required group, the user must request access via the Accounts Management System (AMS). Instructions for the end-user are in the Security Cameras: General Information article.
  • If a user is already in the relevant Azure AD group, scroll down to the specific problem they are having and follow escalation instructions there.

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Wisenet Wave troubleshooting

Problems installing Wisenet Wave

  • Access to Wisenet Wave is regulated by AD group membership (see above).
  • Wisenet Wave will not populate in Company Portal if a user is not in one of the AD groups. Confirm that they are a member of one of the AD groups. If they are not, they must submit an AMS request. Instructions for the end-user are in the Security Cameras: General Information article.
  • If they have appropriate group membership and are unable to install Wisenet Wave, contact Client Services for Computer and Device Support.
  • Wisenet Wave is available for MacOS, but we do not currently have it available in Self-Service. If a user is trying to install Wisenet Wave on a Mac, send a TDx ticket to ET&S CN - Security Camera group.

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Problems connecting to camera servers in Wisenet Wave

image of failed to connect to server

 

  1. ​​​​​​If a user has successfully installed Wisenet Wave but receives a “failed to connect to Server” error (see above), confirm that they have entered the correct WAVE connection configuration information  corresponding to the campus of the server they are trying to connect to.
  2. If a user has the correct WAVE connection configuration information but is still encountering the error above, confirm that they are connected to the correct gateway on the GlobalProtect VPN. The VPN  gateway must correspond to the campus of the server they are trying to connect to.
  3. If a user has previously connected to a camera server but all of their saved connections are indicating as “offline”, confirm that they are connected to the VPN gateway corresponding to the campus of the server they are trying to connect to.

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Problems logging in to Wisenet Wave

  • If a user encounters an “incorrect username or password” error, confirm that they are entering just their username, NOT username@usnh.edu (example:  jbd2519, NOT jbd2519@usnh.edu). If this error persists, confirm that their normal USNH login credentials are valid at https://myaccount.microsoft.com .
  • In addition to the AD groups listed above, users also must have their accounts manually imported into Wisenet Wave, which is part of the workflow created through a proper AMS request. If you have confirmed that the user’s credentials are valid and they are still encountering an “incorrect username or password” error, this may be the reason why. If this is the case, send a TDx ticket to ET&S CN - Security Camera.
  • Note: If you are connecting to a UNH camera server, you may encounter a dialogue box prompting you to restart Wisenet Wave in compatibility mode (see below). This is expected behavior; proceed with the restart, which should continue with the user already logged in.

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Problems operating Wisenet Wave

  • If you encounter errors or bugs in the operation of Wisenet Wave that seem related to the application’s performance, perform basic application troubleshooting, and escalate to Client Services for Computer and Device Support as appropriate.
  • Note: Wisenet Wave can be a resource-intensive application, especially on devices with suboptimal graphics processing. Frequent application crashes without error messages are a common symptom of this. This issue can usually be mitigated by limiting the number of different camera views that a user has on their screen at the same time.
  • If you encounter any other sort of problem with Wisenet Wave or if Computer and Device Support is unable to assist, escalate the case to ET&S CN - Security Camera for further review and remediation.

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Camera troubleshooting

If a user reports that they are successfully able to log in to Wisenet Wave but that one or more of their cameras are offline, displaying authorization issues, or otherwise malfunctioning, direct them to submit a Security Camera Problem Report.

  • If several (10 or fewer) cameras are down, please submit an individual Security Camera Problem Report for each affected camera.
  • If there are 10+ cameras down at the same time, please include them all in a single Security Camera Problem Report.  Also contact the ET&S Cybersecurity Ops & Engineering department directly to ensure that the security camera team is aware of the situation.

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Need additional help?

Reach out to your supervisor or Team Lead for assistance, or ask in Teams Chat.

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