Issue Summary
The camera does not appear in Cloud Portal to be onboarded.
Resolution
To resolve this issue, try the following troubleshooting methods, working through each one to determine the issue at hand.
- Confirm that you are trying to onboard your device in the right place. Sign in to your Cloud Portal account and click Devices.
- Locate the orange Onboarding button at the top right.
- Confirm you have the latest software.
For direct-to-Cloud cameras, use Wisenet Device Manager for the firmware and CloudConnector app. The product pages are posted at Security Cameras to download the firmware.
For HealthPro Bridge cameras, confirm that you have downloaded the latest HealthPro Bridge software. -
Confirm you have the latest firmware and device-compatible CloudConnector installed and running on your camera. On the device page list view, it is indicated whether your device needs an upgrade for firmware or CloudConnector.
Navigate to the Device Details page, and click Upgrade Firmware or Upgrade CloudConnector to seamlessly upgrade to the latest firmware or CloudConnector.
- Confirm the camera is pointing to an NTP server and the time is accurate in the camera's Webviewer by navigating to Settings > Basic > Date and Time.
- Confirm the camera is in the correct time zone.
- Check the DNS settings in the Wisenet Webviewer under Basic > IP & Port. For example, try using Google’s DNS: 8.8.8.8 and 8.8.4.4.
- Confirm that firewall settings are not preventing the camera from reaching out to the Internet by meeting the guidelines in What are the network requirements for Hanwha Vision Cloud?
NOTE: Firewall can also be tested by having a PC on the same network
and confirming that you can run a Command Prompt and get a response
by typing ping platform.hanwhavision.cloud. - Confirm that the camera is online and physically plugged into the network.
- If all else fails, try a reboot of the device and attempt reconnect to Cloud Portal.