Cannot connect to the device

Depending on how the system has been commissioned, there are a few things to check:

Is the username and password correct? Access the camera web UI by entering its IP address (or hostname if the network has been setup with an appropriate DNS configuration) in a web browser. The browser will prompt for a username and password – this can allow you to confirm if the username and password are valid. This same username and password can be used with the camera module.
Is the port being used by the module correct? The module uses HTTP REST requests to communicate with the camera. This is, by default on port 80, but it is configurable. If it has been changed, the port value used by the module must match the “HTTP Port” field on the camera web UI, seen on the “Network” tab:

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Tips and Troubleshooting A s e c u r e c o n n e c t i o n t o t h e d e v i c e i s r e q u i r e d 2 0 3) Is the camera able to communicate with the module? The Connected signal indicates that regular communication is occurring with the camera and the username and password are correct. If you are sure the username, password, and port are set correctly, it is necessary to review if communication is occurring at all between the camera and the module. Enable debugging on the module at a “Verbose” level and view the output using Toolbox or an SSH client. Reviewing the output of the debug messages, especially if the logs are set to “verbose” will indicate quickly if communication is occurring properly between the EC20 camera and the module. Regular operation will see REST requests exchanged between the module and the camera every few seconds. If many “Error” messages are seen indicating a connection refusal or a timeout, this may indicate an issue with the AV network configuration. Troubleshoot this accordingly. Once network configuration has been confirmed to not be an issue, if there is still an issue with device communications, please open a Support ticket with Epiphan, and include the debug logs captured, if available.

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