MAXPRO R750 Quick Tips and Learning Guide

SEPTEMBER 26, 2022
MAXPRO R750 QUICK TIPS AND

LEARNING GUIDE
MAXPRO R750 QUICK TIPS AND LEARNING GUIDE
MAXPRO R750 Quick Tips and Learning Guide

Recommendations
NVR recommendations
• The Chrome browser version must be 100.0 or above for the cameras to render in NVR, VMS, and
Intelligent Command Web Client.
• The user can configure up to 1080p resolution for the bounding box in Axis camera analytics.
VMS recommendations
• Use the following Windows Operating Systems to use HVA:
o Windows 2019 Version 1809 (OS Build 17763.1999)
o Windows 2016 Version 1607 (OS Build 14393.2273)
o Window 10 Version 20H2 (OS Build 19042.1052)
• Reinstall the ADPRO and ENVR driver pack after upgrading to R750
Intelligent Command recommendations

• Windows Operating System is up to date (ensure there are no pending Windows updates)
Known Issues
NVR
• Save Panamorph is not working for Immervision/GrandEye cameras
VMS
• Cameras will not render in the Web Client for the recorders older than R6.7.
Intelligent Command
• The camera/recorder timeline feature will work only in 7.5 and higher versions of NVR.
• If the safety compliance dashboard is not configured in the space, upgrading NVR, VMS, and
Intelligent Command to R750 will result in users not receiving occupancy alarms in the safety
compliance dashboard. Intelligent Command will also not display the previously recorded occupancy
data.
• The bounding box feature doesn't support classification, such as Human, vehicle, etc.
1 www.security.honeywell.com
• Intelligent Command supports bounding box for 60 Series, 70 Series, and Xtralis VA cameras, but not
for Axis cameras.
• The exported incident clip does not include a bounding box.
Limitations
• Zoom-in after Tilt/Zoom for Panorama double view in dewarping enabled Axis camera displays a
black half-circle at the top of the screen.
• The alarm sound plays with a nine-second delay if the sound file is in Audio Interchange File Format
(AIFF) format.
• The 180-degree (single panorama) and 360-degree (double panorama) views for Axis dewarp
cameras do not support zoom.
• Post-upgrade settings for Axis dewarpping camera:
o NVR 7.5 upgrade resets the Axis Fisheye dewarping camera to default mode (overview and
wall mount). Reset the camera once again to the desired view and mounting position.
o The VMS upgraded to R750 is required to rediscover the NVR 7.5 with Axis Fisheye
dewarping cameras.
• Post-upgrade settings for Axis encoder camera:
o Delete and re-add AXIS M3007-PV Network Camera after upgrading to NVR 7.5
Troubleshooting
NVR
Q: I am not able to get audio alerts.
A: Enable audio service (open Services under Control Panel > System and Security > Administrative Tools and
check Windows Audio) and check the audio settings on your machine, including speaker volume.
__________________________________________________________________________
Q: The upgrade process displays the Windows temp user profile detected popup for a system with temp user
profiles.
A: Disable temp users. See, https://community.spiceworks.com/how_to/96107-how-to-fix-temporary-

profile-in-windows
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Q: I added a 60 Series camera but could not see the video.
A: Open the camera webpage and check if the resolution pushed from NVR matches the camera resolution. It
could be due to 4MP/5MP mode difference.
__________________________________________________________________________
Q: I am not able to see bounding boxes for analytics-enabled cameras.
A: Change the rendering mode in MMShell preferences from GPU+GPU to GPU+CPU.
__________________________________________________________________________
Q: Incorrect alignment in NVR/VMS Web Client webpages.
A: Please ensure the browser client is Chrome and is updated and running with version 100.0 or more recent.
__________________________________________________________________________
Q: The VLC player is not displaying the camera name and timestamp in exported WMV clip.
A: Kindly use Windows Media Player to view the exported clip
__________________________________________________________________________
Q: Silent installation is aborting in the beginning.
A: Enable .NET 3.5 in the windows feature
__________________________________________________________________________
Q: The Axis camera resolution in NVR is not changed, and streaming stops when you change it in the camera
webpage by changing the dewarping mode.
A: update the resolution in the NVR camera configuration tab to match the changed setting on the camera
webpage
__________________________________________________________________________
Q: The NVR timeline reflects the on-device data only after the recording stop time of the SD card clip. The
recording is not synced with the NVR if the recording is going on on the SD card
A: The recordings sync after flushing into the SD card

__________________________________________________________________________
Q: The Video Analytics feature is missing after you upgrade NVR from R6.0 to R7.0 to R7.5.
A: Perform the following steps:
1. Close the MMShell.

2. Execute the LicenseRegistry file.
3. A pop-up is displayed. Click Yes.
4. Kill TSS exe
5. Launch MMShell, and navigate to About > View License > Video Analytics. You will be able to see
features.
__________________________________________________________________________
Q: I could not see configuration screens to add External IO modules from Axis.
A: Only the users with the “External IO - Axis” license can add the External IO modules in NVRs.
__________________________________________________________________________
Q: I am not able to perform PTZ for 360 Axis degree camera:
A: The following modes support PTZ functionality: Single, Single Overview, Quad. Pan functionality is
supported for: Panorama Single and Panorama Double.
__________________________________________________________________________
Q: The analytics-enabled Axis camera added in NVR doesn't have a consistent bounding box.
A: This issue may apply only to Axis Q1798-LE cameras and similar models. This camera has a latency of one
second for the video bounding box.
The configuration settings allow the video and the metadata to play in sync if it comes within 500
milliseconds. In the case of this camera, the metadata is coming with a one-second delay.
Set AnnotationDelay to 1000 in the AxisCustomSettings.xml file (C:\Program Files

(x86)\Honeywell\MaxproNVR\TrinityFramework\bin) and disable and re-enable this camera.
_________________________________________________
Q: Few streams are not rendering while adding multi-imager cameras such as AXIS Q6000-E Mk.
A: In the AXIS Q6000-E Mk camera, the 1st and Quad streams were rendered, while the 2nd,3rd, and 4th
streams did not.
The user is suggested to change the resolution manually to enable rendering. The Axis encoder camera has
1080p and 720p render modes (similar to 5MP/4MP modes on the Honeywell camera). In the above
example: Since for 3 channels 720p mode was set in the camera, NVR was added as 1080p (Default goes to
max), and the camera did not render.
__________________________________________________________________________
Q: MAXPRO NVR Machine Name change
A: Once we change the machine name, we need to make the below changes for the new Maxproweb:
1. Run Machine Name change utility (part of NVR setup)

2. Go to “C:\Program Files (x86)\Honeywell\Security Console\MaxproIdentityCertificate” path and take
a backup of Cers and Private folders.
3. Open Powershell in Administrator mode and execute 3 script files in the same order as below:
1. MakeCa
2. MakeCert
3. SetSiteBinding
4. Go to “C:\Program Files\Honeywell\Streaming Service” and execute the export-cert2.ps script file.
5. Restart Honeywell Streaming Service windows service and IIS.
Follow below to access MaxproWeb from a remote machine:
Certificate installation details:
We would need to install a Honeywell Security console certificate on the remote workstation to avoid
streaming errors. This certificate can be obtained from MAXPRO/Pro-Watch NVR server. Please follow the
below steps to install the certificate:
1. Login into the MAXPRO NVR machine.

2. Navigate to Windows Certificate store using certmgr.msc command in Run Utility.
3. Select the Personal Root Certificate store on the left side menu as shown below screenshot:
4. Navigate to the certificate issued by Honeywell Security Console as shown below screenshot:
5. Right-click on the certificate and export it.

6. Make sure you select the “Yes Export the private key” option.
7. Copy this exported certificate to the remote machine.
8. Import this certificate in remote machine Trusted certificate store. Use the attached link on how to
import the certificate to the windows store. (https://support.securly.com/hc/en-
us/articles/360026808753-How-to-manually-install-the-Securly-SSL-certificate-on-Windows)
9. Restart the browser and the application should work.
__________________________________________________________________________
Q: Axis camera events are not getting reported.
A: Check the camera webpage to see if the algorithm is running. Events will not get reported to the NVR if the
algorithm is not running. Do the following if the algorithm is not running:
1. Enable the algorithm from the camera webpage.

2. Disable and enable the camera in NVR.
__________________________________________________________________________
Q: Auto Discovered Axis cameras are added with the wrong credentials and are not streaming.
A: You can add the individual Axis camera manually, but use only Axis as the Camera Type to discover Axis
cameras from the network. The camera may get added as ONVIF if the Camera Type for the discovery
includes ONVIF.
You can see from the below image that when the discovered camera type includes ONVIF, the camera got
added with ONVIF credentials.
__________________________________________________________________________
Q: Failed to upgrade the Pro-Watch branded R670 to R700 DB and R750.
A: The steps to follow when the user wants to upgrade from R670 VMS to R750 without upgrading to R700:
1. Execute Database_VMS_670_700.sql (in ISO tools) using the query express tool.
2. Wait for the execution to complete and close the tool.
3. Install OLED driver from ISO:
ProWatchVMSEnterprise_R750\Prerequisites\OLEDB\msoledbsql_18.3.0.0_x64.msi
4. Upgrade to VMS R750.
__________________________________________________________________________
Q: The installer couldn't enable prerequisites automatically in a few systems.
A: This is a rare issue noticed on a few systems. The pop-up message lists the features you need to enable.
The following is its mapping with the actual feature name:
• WCF-MSMQ-Activation45 --> MSMQ-Activation

• WCF-Pipe-Activation45 --> Named Pipe-Activation
• WCF-HTTP-Activation45 --> HTTP Activation
• WCF-TCP-Activation45 --> TCP Activation
The items on the left are the exact command name displayed on the pop-up (and has 45 in them to indicate
Microsoft .NET Framework 4.5)
Enable the feature from the command line, and start the installation again after restarting the system.
__________________________________________________________________________
Q: The playback video for the LPR event shows the wrong plate number in the viewer.
A: Configure the ROI in the camera web page and select an image setting other than full frame.
(camera webpage for LPR:- Image -> save full frame -> "full frame 1920X1080" is not recommended)
__________________________________________________________________________
Q: A license popup is displayed with SERVER ERROR while logging into MMshell in one of the VMS server
machines.
A: Restart Trinity Server Services

To restart the Trinity Server Services from services.msc (preferred method)
1. Press Windows + R to open the Run menu.
2. Type services.msc and press Enter.

3. Right-click on TrinityServer and click Restart.
Alternatively, you can end the task for Trinity System Service from the Task Manager, and the service restarts
automatically.
__________________________________________________________________________
Q: The alarms newly introduced in R750 report randomly in the upgraded NVR.
A: Restart TrinityController as shown in the following:
__________________________________________________________________________
Q: NVR did not receive the Playback event.
A: The playback event for the camera is reported to NVR only when we restart TSS.
NVR did not receive the Playback event after trying the following troubleshooting:
"EnablePlaybackRequestEvent" in Trinity.SystemServices.exe.config file.
<add key="EnablePlaybackRequestEvent" value="false" />
Make value "true" to enable
The Playback even was reported to NVR after restarting TSS.
__________________________________________________________________________
Q: The camera added with the model number is not listing IO if it is not supported. But the same is not
happening if we add the camera with ONVIF.
A: Add the (old or new) Performance series cameras with the model number and not as ONVIF.
VMS
Q: The bounding box is not working for Motion detection if the firmware and algorithm version of the Axis
camera is older than 10.9 and 4.5-1.
A: upgrade the camera firmware version to 10.9 or the latest and upgrade the algorithm to 4.5-1 or the latest
__________________________________________________________________________
Q: Web Client is not listing devices in some new installations and upgraded machines.
A: Configure a VMS User (with Administrator Privilege) in Web Configurator
__________________________________________________________________________
Q: Web Client login failed in one new installation machine.
A: Reset IIS
__________________________________________________________________________
Q: Video is not streaming in NVR/VMS Web Client
A: Reduce the NVR CPU load if it is above 70 percent.
__________________________________________________________________________
Q: Renaming a recorder in VMS did not update in Intelligent Command.
A: The suggested method to rename a recorder on the VMS:
Do not rename from the recorder list on the device tree view as shown.
Instead, open the details view, and save after changing the recorder name.
__________________________________________________________________________
Q: Crowd detection alerts are not received in the legacy path when the user associates the camera with
crowd detection.
The user performed the following steps to get the crowd detection alarms in the legacy path:
1. Login to VMS.
2. Navigate to Video inputs.
3. Select the camera.
4. Select the Events.
5. Click on associate.
6. Click Crowd Detection and save.
Unable to see any crowd detection alarms in the legacy path after this.
A: The Crowding legacy event maps with analytic crowd detection (since 650 release as per design).
Select Crowding as shown to receive crowd detection alarms in the legacy path.
__________________________________________________________________________
Q: The VMS user with MaxproCredentialManager credentials couldn't log in to MMshell.
Suppose you are doing the following:
Add a new Windows user to VMS and apply MaxproCredentialManager (select MaxproCredentialManager
from C:\Program Files (x86)\Honeywell\UVISOM\Utilities and run as administrator)credentials and restart the
system.
Unable to launch MMshell when you log on to the machine with the new credentials.
A: Use the login credentials of the user and restart all services manually, or Enable service log-on through a
local group policy.
To Enable service log on through a local group policy
1. Sign in with administrator privileges to the computer from which you want to provide Log on as
Service permission to accounts.
2. Go to Administrative Tools, and click Local Security Policy.
3. Expand Local Policy, click User Rights Assignment. In the right pane, right-click Log on as a service
and select Properties.
4. Click Add User or Group option to add the new user.

5. In the Select Users or Groups dialogue, find the user you wish to add and click OK.
6. Click OK in the Log on as a service Properties to save the changes.
The following article provides information about how to enable service log-on as a log-on type.
https://docs.microsoft.com/en-us/system-center/scsm/enable-service-log-on-sm?view=sc-sm-2022
or you can just update the password for one service, access will be added automatically.
__________________________________________________________________________
Q: Observed continuous controller crash and device tree are not updating the camera status.
A: Start the service again after manually setting the Service Logon Account with the Administrator username
and password.
Intelligent Command
Q: How to change the default database backup path after the installation?
A: The default database backup path is saved in the R700_Maintenance.ps1 file (under
C:\programdata\Honeywell\DatamanagementService), as $BackupPath variable. Update this variable if you
want to change the default database backup path after the installation.
Detailed instructions:
Double-click to open the R700_Maintenance.ps1 from

C:\programdata\Honeywell\DatamanagementService path on the Intelligent Command machine and
update the $BackupPath variable for the new database backup path as shown.
NOTE:
• You don't have to stop/restart any services before and after updating the R700_Maintenance.ps1
file.
• The scheduled job for the backup will run at the scheduled time (12:30 AM) every day and considers
the new database backup path configured by the user.
Using Task Scheduler to check the job schedule:
1. Launch Task Scheduler for the Start menu.
2. Check the task details from the Task Scheduler Library.
__________________________________________________________________________
Q: Unable to change the password for a camera from Intelligent Command when the camera user name is
not unique.
A: The camera displays an internal server error message while trying to change the password if it has two
identical user names on the camera web page. The system ignores the letter case.
For example, 'user' and 'USER' are the same.
The camera user name on the camera web page must be unique (and must take into account the letter case
too.)
__________________________________________________________________________
Q: Intelligent Command did not load timelines for a few of the NVRs.
A: Do the following troubleshooting:
• Check if the user can view the video for those NVR cameras in the Intelligent Command.
• If the video is playing, restart the IIS on the NVR box to get a timeline view in the Intelligent
Command.
• Check the NVR connectivity (network, power, user authorization, etc.) if the video is not playing in
Intelligent Command.
Honeywell Secure Unified Mobile App

Q: The Honeywell Secure Unified Mobile App is not streaming cameras though they are streaming in the NVR
and Web Client.
A: This issue arose as the streaming server and Gateway are on the same machine, which has a camera IP and
machine IP. The DNS resolved it in favor of the camera IP for which port 8080 is not open.
Change the network setting and set the NVR intranet for higher preference over the camera network by
unchecking the Automatic metric in Advanced TCP/IP Settings.
Set the NVR intranet for higher preference over the camera network by entering a higher value in the
Interface metric field (enabled after unchecking the Automatic metric checkbox.
For example, set the NVR intranet for the highest preference by entering 5 in the Interface metric field when
the preference level for the camera network is 3.
__________________________________________________________________________

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SEPTEMBER 26, 2022

MAXPRO R750 QUICK TIPS AND

MAXPRO R750 Quick Tips and Learning Guide

Intelligent Command recommendations

A: Disable temp users. See, https://community.spiceworks.com/how_to/96107-how-to-fix-temporary-

Q: I added a 60 Series camera but could not see the video.

Q: I am not able to see bounding boxes for analytics-enabled cameras.

A: Change the rendering mode in MMShell preferences from GPU+GPU to GPU+CPU.

Q: Incorrect alignment in NVR/VMS Web Client webpages.

A: Kindly use Windows Media Player to view the exported clip

Q: Silent installation is aborting in the beginning.

A: Enable .NET 3.5 in the windows feature

A: The recordings sync after flushing into the SD card

A: Perform the following steps:

1. Close the MMShell.

Q: I am not able to perform PTZ for 360 Axis degree camera:

Set AnnotationDelay to 1000 in the AxisCustomSettings.xml file (C:\Program Files

Q: MAXPRO NVR Machine Name change

1. Run Machine Name change utility (part of NVR setup)

Follow below to access MaxproWeb from a remote machine:

Certificate installation details:

1. Login into the MAXPRO NVR machine.

5. Right-click on the certificate and export it.

Q: Axis camera events are not getting reported.

1. Enable the algorithm from the camera webpage.

Q: Failed to upgrade the Pro-Watch branded R670 to R700 DB and R750.

Q: The installer couldn't enable prerequisites automatically in a few systems.

The following is its mapping with the actual feature name:

• WCF-MSMQ-Activation45 --> MSMQ-Activation

A: Restart Trinity Server Services

1. Press Windows + R to open the Run menu.

2. Type services.msc and press Enter.

A: Restart TrinityController as shown in the following:

Q: NVR did not receive the Playback event.

"EnablePlaybackRequestEvent" in Trinity.SystemServices.exe.config file.

<add key="EnablePlaybackRequestEvent" value="false" />

Make value "true" to enable

The Playback even was reported to NVR after restarting TSS.

A: Configure a VMS User (with Administrator Privilege) in Web Configurator

Q: Web Client login failed in one new installation machine.

Q: Video is not streaming in NVR/VMS Web Client

A: Reduce the NVR CPU load if it is above 70 percent.

Q: Renaming a recorder in VMS did not update in Intelligent Command.

A: The suggested method to rename a recorder on the VMS:

Q: The VMS user with MaxproCredentialManager credentials couldn't log in to MMshell.

Suppose you are doing the following:

To Enable service log on through a local group policy

4. Click Add User or Group option to add the new user.

Double-click to open the R700_Maintenance.ps1 from

Using Task Scheduler to check the job schedule:

1. Launch Task Scheduler for the Start menu.

2. Check the task details from the Task Scheduler Library.

For example, 'user' and 'USER' are the same.

A: Do the following troubleshooting:

Honeywell Secure Unified Mobile App

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