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GETTING SIGHTLINE SUPPORT

Initial configuration of our video processors can seem complicated the great deal of configuration flexibility. SightLine takes the support of customer efforts very seriously and looks forward to helping customers have successful integrations.

  • Contact us at support.
  • Sign up for our technical support email notices. A non-marketingy update sent when we post important updates.
  • Read through the extensive documentation in other pages within this Support menu and the FAQ section below. Any feedback on our documentation is greatly appreciated
  • Send us information that will help us provide the best possible support:
  1. - Overview of the problem and which OEM you are using.
  2. - OEM firmware version and (if 1500-OEM) FPGA version. (see bottom bar of Panel Plus application).
  3. - Download and send the OEM Parameter File. (on Panel Plus menu "Parameters" and select "Download (SLA->PC)").
  4. - System Info: What cameras to which ports; Resolution and frame rates; Network Configuration.,
  5. - Contact Support at support@sightlineapplications.com

FREQUENTLY ASKED QUESTIONS (FAQ)

SightLine will endeavor to add updates to the following FAQ section often to provide answers to common questions. Feedback is always appreciated.

  • Given that the OEM is powered up and LEDs indicate that it is running, this is typically a networking issue.
  • Disable all other network adapters on your system. Especially Wireless Network adapter. Panel Plus may be using a network adapter that is not connected to the Video Prodessor hardware.
  • Make sure Windows network icon in lower right corner of screen is not a spinning blue circle. This indicates Windows is still searching for a DHCP server. This search will eventually time out and the icon will become a yellow triangle. At that point Panel Plus should connect.

Also watch this video: video which covers these topics.

  • Disable all other network adapters on your system. Especially Wireless Network adapter. Panel Plus may be using a network adapter that is not connected to the Video Prodessor hardware.
  • Make sure Windows network icon in lower right corner of screen is not a spinning blue circle. This indicates Windows is still searching for a DHCP server. This search will eventually time out and the icon will become a yellow triangle. At that point Panel Plus should connect.
  • If the connection problem is caused by network settings (you get warning like "not on my subnet", try changing the Network setting for 3000 (File -> Ad vanced -> Set IP Address).
  • In 2.23 or later, this may be a indication of VideoTrack crash (but Discover is working). In this case, use Upgrade Utility to delete parameter file

Also watch this video: https://youtu.be/NCPIsxlhIKw which covers these topics.

  • The most common issue is that TX and RX lines are not connected properly.
  • Ensure that the serial port is configured properly using Panel Plus - Serial port should be set for SIGHTLINE PROTOCOL (and not passthrough, or similar)
  • Add a NULL adapter between the SLA system and your PC.
  • Alternatively you can swap pins 2 and 3 on your DB9 connector.
  • Verify you are connected to one of the RS-232 level serial ports and not the 3.3V serial port available on many of the adapter boards

See the startup user guide for details on connecting with the serial port.

EAN-Setup Guide - 1500-OEM and EAN-Startup Guide 3000-OEM

Without a powered switch, when the SLA1500/3000 is power cycled, the PC may lose its network. It can take up to 3 minutes for windows to restablish net work. DHCP timeout. This is not an issue if the PC is assigned a static IP address.

Yes, netmask is as important as IP address. Think of it as a zipcode that goes with a street address. For most networks, 255.255.255.0 is the correct netmask. For IP addresses that start with 169.254.X.X then 255.255.0.0 is the correct netmask. If there is a network mask mismatch between your PC and the SLA1500/3000 SLAPanel+ will report this problem when you try to Connect to your SLA hardware

In some cases, settings / conflicts break communications via the network. The best solution may be to create a bootable SD card, copy firmware to the SD card, and boot the system with the SD card installed. This will reset the firmware to factory default.

EAN-Firmware Upgrade Utility include SD Card Upgrade Instructions

Yes - SightLine often works to establish/verify camera compatibility for new cameras. Please send an email to support explaining what you are looking for and we can discuss. Information that will help the discussion:

  • The camera name and model number. A datasheet and ICD for the camera is very useful.
  • The camera resolution,interlace mode, and frame rate you use. e.g. 1080P30
  • The interface type (Camera Link, HDMI, parallel digital, HDSDI)
  • Which video processor you use (1500 or 3000)
  • How soon do you need the testing to be completed

FPGA firmware versions needed for different cameras are listed in the EAN-Camera Compatibility document. There are 2 methods of updating the FPGA firm ware:

1) Using In-System Programming (1500-OEM Rev E boards - blue PCB)
2) Using a FlashPro Programmer (1500-OEM Rev C and E boards - green and blue PCBs)

Both types of FPGA programming are covered in EAN-FPGA-Firmware-Update-1500-OEM

  • For this camera support, firmware version 2.23 or higher and FPGA release 9 is required.
  • The digital definition is normally 'Cam 2' on the Multi Camera tab in Panel+
  • Double check the cable connections on both the FCC board and AGS camera
  • For analog video, the input decoder chip will provide blank video even if an analog camera is not attached
  • For Digital Video, generally this is an issue with bit depth compatibility. If camera is set for extended bit depth (14 or 16 bit pixel depth), the Enhancement application bit is required (see License Upgrade). Either change camera settings to 8 bit pixel depth, or use DEMO mode to confirm that this is the issue.

Yes:

  • Without the HD license you will get an SD (640x480) frame from the middle of the HD video.
  • Alternatively, change camera settings to provide an SD output frame.
  • Use DEMO mode which will allow you to test with HD in / HD out functionality.
  • Purchase a license upgrade to add HD in / HD out functionality.
  • Send an email to support detailing what functionality you are working on optimizing and we will work with you.
  • Sending us sample video that shows your operational scenarios and current performance is imensly valuable.
  • The best videos will be as recorded on the SightLine Board and without any OSD overlays

The most likely reason is that parameter file has become corrupt.

  • In Panel Plus go to menu "Reset" and select "Factory Defaults (params)". This will clear your parameter file. You will then need to reconfigure your system.
  • See EAN - Managing the Parameter File and EAN-Upgrade Utility which explain how to save and re-write a 'golden' param file.

In some cases, settings / conflicts break communications via the network. The best solution may be to create a bootable SD card, copy firmware to the SD card, and boot the system with the SD card installed. This will reset the firmware to factory default.

EAN-Firmware Upgrade Utility include SD Card Upgrade Instructions

Given that the OEM is powered up and LEDs indicate that it is running, this is typically a networking issue.

  • Disable all other network adapters on your system. Especially Wireless Network adapter. Panel Plus may be using a network adapter that is not connected to the Video Prodessor hardware.
  • Make sure Windows network icon in lower right corner of screen is not a spinning blue circle. This indicates Windows is still searching for a DHCP server. This search will eventually time out and the icon will become a yellow triangle. At that point Panel Plus should connect.

Also watch this video:https://youtu.be/NCPIsxlhIKw which covers these topics.

  • Disable all other network adapters on your system. Especially Wireless Network adapter. Panel Plus may be using a network adapter that is not connected to the Video Prodessor hardware.
  • Make sure Windows network icon in lower right corner of screen is not a spinning blue circle. This indicates Windows is still searching for a DHCP server. This search will eventually time out and the icon will become a yellow triangle. At that point Panel Plus should connect.
  • If the connection problem is caused by network settings (you get warning like "not on my subnet", try changing the Network setting for 3000 (File -> Ad vanced -> Set IP Address).
  • In 2.23 or later, this may be a indication of VideoTrack crash (but Discover is working). In this case, use Upgrade Utility to delete parameter file

Also watch this video:https://youtu.be/NCPIsxlhIKw which covers these topics.

  • The most common issue is that TX and RX lines are not connected properly.
  • Ensure that the serial port is configured properly using Panel Plus - Serial port should be set for SIGHTLINE PROTOCOL (and not passthrough, or similar)
  • Add a NULL adapter between the SLA system and your PC.
  • Alternatively you can swap pins 2 and 3 on your DB9 connector.
  • Verify you are connected to one of the RS-232 level serial ports and not the 3.3V serial port available on many of the adapter boards

See the startup user guide for details on connecting with the serial port.

EAN-Setup Guide - 1500-OEM and EAN-Startup Guide 3000-OEM

  • For this camera support, firmware version 2.23 or higher and FPGA release 9 is required.
  • The digital definition is normally 'Cam 2' on the Multi Camera tab in Panel+
  • Double check the cable connections on both the FCC board and AGS camera