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When customer Live view the video, it says failed

Publication Date:  2016-10-28 Views:  505 Downloads:  0
Alarm Information
` operation failure`, Error code:999115448
Handling Process
Firstly we ask customer feedback the network topology, customer feedback that the VCN500 and IP camera are the same private network. while customer wish to connect the IVS client via internet. So customer configure a NAT settings in the AR, while the client in the internet can connect the VCN500 NAT IP. While when he live view it, it shows `operation failure`, Error code:999115448

1.       As for this kind of issue, we suggest customer test whether in the same private network the live view can work or not to confirm the service works fine. Customer confirm it works.

2.       We doubt this is relative with NAT network. we capture packets in Client side and analyze below.

3.       We filter via tcp.port==554. We find that client request a private network.. which caused network unreachable. Usually for this kind of NAT network topology, here the client request is a internet IP.

Root Cause

 We suggest customer capture packets in VCN500 side.

Filter the NSS message, we find VCN500 respond a private IP address to the client.

<DstIP>10.x.x.x</DstIP>

The AR NAT only translate private IP into public IP in IP layer, as for the application layer it doesn`t translate. So we need to check VCN500 settings.

Solution

After we configure the NAT settings in the VCN500 into a public IP, the live view works fine.

Suggestions
Be familiar with the product and the troubleshoot way.

END