NovaStar Tech 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

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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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