- Manufacturer: Avigilon (US/Canada: +1.888.281.5182 (option 3)
International: +800.45678988 or +1.604.629.5182)
- Product: Avigilon ACC
- Type: Video Management Software
- Playback (Back-In-Time)
- Quality Control
- Camera Control
- Get Config
Components and Communication
|Component||Location||Outgoing communication||Incoming communication|
|Avigilon Router Service||Avigilon Server||443 TCP to Receiver Service||443 TCP from Device Plugin|
|Avigilon Receiver Service||Sureview Device Server||N/A||443 TCP from Router Service|
|Avigilon Device Plugin||Sureview Device Server||443 TCP to Router Service||N/A|
|Sureview Server||Avigilon ACC||38880(if using http) & 38881(if using https) TCP||For receiving commands from the Sureview Server on the base port (for custom base port see troubleshooting)|
|Sureview Server||Avigilon ACC||80 TCP||Web command port|
|Sureview Server||Avigilon ACC||51000 UDP & TCP||RTP port for the ACC software (UDP used for video when on the same LAN, 38880 used when external)|
|Avigilon ACC||Sureview Server||80 TCP||Web command port|
|Avigilon ACC||Sureview Server||25 TCP||SMTP Alarms|
The following steps are required to configure this system to work with Sureview.
Before you begin
Before you configure your Avigilon system to work with Sureview make sure you have the following:
- Avigilon Control Center Server (Integration connects via Control Center NOT direct to Avigilon Cameras) Version 5.8, 6 or 7
- ACC Enterprise or Standard Editions - the ACC SDK used by this integration supports [Note: The ACC core edition is not supported by this integration]
- DirectX version 9 must be installed on servers running the Avigilon integration.
- Newer versions of DirectX do not provide the needed DLL files for Avigilon and DirectX version 9 as a standalone installer will not install on Server versions newer than 2008.
- To install the needed DirextX version 9 information into newer server editions use the following Installer found from Microsoft. https://www.microsoft.com/en-gb/download/details.aspx?id=35
- It downloads a 93 Mb file during install. If that is not an option, the file can be downloaded separately for offline install at https://www.microsoft.com/en-us/download/details.aspx?id=7087
- Clustered Setup. ACC version 5 onwards allows the merging of multiple servers into a cluster, however it is recommended that you do not do this as you will have far more control in Sureview over the Get Config. The following is an example of a non-clustered setup:
- List the Alarm Types you want to use.
All Alarm Names in Avigilon will become Alarm/Event Types in Sureview when they are received. You should use a standard list such as "Person Detected", "Object loitering" etc. Avoid using specific names like "Front Door Alarm 1". more information here
- Attached footage requires the SureView SMTP Alarm Receiver version 126.96.36.199 or higher and the Avigilon ACC Server software v5.10 or higher
Pre-Alarm Recording vs Attached Footage
For alarm footage, you can set Sureview to record footage from before the alarm ("PreAlarm"), or you can set up the Avigilon to attach it to the alarm itself ("Attached").
- PreAlarm Recording requires the ACC server to be set to continuously record. Attached footage does not need this.
- There is a significant delay before recorded footage is available from ACC, PreAlarm recording will step backwards to find the newest available footage. This means that it will begin earlier than the PreAlarm for other devices. This is typically 30 seconds before the time of the alarm. Because of this, we recommend that if you have PreAlarm set up, you should set the recording to be at least 40 seconds long to ensure the time of the event is covered. For Attached footage, you do not need to do any setup on the Sureview side.
- PreAlarm footage will contain analytic bounding boxes. At this time, attached footage does not.
- Attached footage will use less Sureview server resources as it does not need to connect out to the device.
Configuring a Failover Cluster
In order to configure a failover cluster you will need to decide which server will perform the roll of the primary server and secondary server. (You can add a 3rd server if required) Add the licences needed to the primary server. This licence(s) will need to contain enough camera licences for all the cameras of both servers. (Adding multiple licences will create a licence pool that all servers utilise)
Load up the Avigilon Client on the primary server and log into each server. Then Right Click on the primary server in the left pane and select setup then navigate to Site Management.
Ensure you can see both servers listed separately as in the screenshot about. Click and drag the secondary server on the primary. You will get a pop up stating this will merge the data of both servers click OK and the client will begin the merge. Once complete you will see both servers listed under the primary like the screenshot below.
To add a camera that fails over in the event of a server failure, log into the primary server and Right Click the server and select Setup. Navigate to Connect/Disconnect Devices. You be presented with a list of cameras in the top pane and the servers in the cluster at the bottom.
Drag and drop the camera from the top pane to the primary server. Ensure the pop up box lists the primary server and it labled as primary.
Then to add the camera to the secondary server click Find Devices in the top left and enter the IP of the camera. When prompted enter the username and password. The camera will show in the bottom of the screen.
Click connect and you will be presented with the first pop up box to specify the server. Change the connection type to Secondary and click ok.
Go back to view the camera. They will be listed once until a failover takes place. Once a failover has happend both the primary and secondary servers cameras will be listed, the camera on standby will have an exclamation mark listed against them.
The Application will locate any Avigilon v5 servers that have received digital inputs in the past and add them to their own section in the sync'd devices list (Extra Value). This will allow the receiver service to more accurately distinguish digital inputs and reference them. All setup alarm responses/actions will still point to the correct digital input.
- The database must be updated before the application is run. By running this application the user also agrees that they are happy for their Sureview database to be updated.
2. From the dialog, select find site. This will bring up the search interface for connecting to Avigilon v5 sites (servers). Enter the ip address of the Avigilon site you wish to connect to.
3. With the site (server) found. Select the name of the site from the 'Log in to' drop down box and enter login credentials.
4.You will then be able to see your site along with the devices connect to it in the left hand column. If you wish to add more devices to the site, please see Device Setup.
2. On the setup page, select Connect/Disconnect Cameras
3. The top section on this page shows discovered cameras, If one of these cameras is desired skip to part 4. Cameras that the site is already connected to can be seen in the bottom section of the page. For new connections, select the Find Camera button and enter the relevant information into the dialog and click ok to begin searching for that device. If found it will appear in the discovered camera area.
4. Select the desired camera from the 'Discovered Cameras' area at the top of the page, with the camera highlighted navigate to the bottom of the page and click the Connect button. This will bring up the Connect camera dialog, simply select ok to add the camera to the site, note that if the camera requires authentication, you will be prompted for it in this section.
2. In the Speaker dialog. Select what devices you want associated with that audio ouput (a microphone will appear in the bottom left hand corner of each device you associate with an Audio output, allowing transmission). Ensure to enable the Audio Output channel tickbox.
3.Using Audio transmit in Sureview: The Avigilon integration requires the video feed of the device you wish to transmit to. The data is sent along this same stream and so the audio transmit button must be called on the device that uses that stream. I.e. To transmit to camera 2 (input 2), you must transmit on output 2.
Below you can see audio attempting to be transmitted on the wrong input (Camera feed 2, Audio feed 1). The error provided informs the user that the Audio and Camera inputs do not match.
Alarm Email Setup
In the Avigilon software, you will first need to set up the Central Station Notification details. You will need to know the external address of your server that the device will be sending its alarms to – if you are using other devices that alarm in via SMTP then it will be the same address. You will also need the unique email address assigned to this device, in the format Sxx@Sureviewalarms.com, where xx is a number. This information can be found in the Setup Summary report for the site the device has been added to.
Open the Avigilon Control Center Client, and navigate to Setup. With the server selected on the left, you should see a section on the right marked External Notifications. If you see Email instead, then you may be using a version that is before 5.6 and therefore not compatible.
Click this and a new window will be shown. This should have three tabs, the third of which will be Central Station Monitoring. Ensure “Enable Central Station Monitoring” is checked. Enter the email from the Setup Summary report into the Recipient and Sender email addresses. Enter your server’s host into the SMTP Server field.
If you have version 5.10 or higher, you will see additional options for attaching video to the alarm. You can attach a single frame of video, or a full video clip.
Once these details have been entered, click OK.
Now that the Avigilon server has been set up with the details of how to alarm to your station, you will need to set which alarms should trigger this notification. Click Rules.
The new window may have some rules already set up, but click Add regardless.
In the next screen, you will need to check each alarm type that you wish to send an alert to your central station. You can check as many as you would like, and if you want to restrict it to only certain devices on this server, you can do so by clicking the blue text at the bottom.
Once you are satisfied, click Next.
On the next page, make sure “Send notification to Central Monitoring Station” is checked.
On the next page, you can specify that a digital input must be in a specific state for alarms to trigger. Leaving this section blank will always send the alarm.
Name the alarm, and if you wish to, set a schedule. Then click Finish. (N.B. The use of "&" in alarm names is known to cause issues with Avigilon Sending these alarms)
You have now successfully set up the event types to send alerts to your central monitoring station. At this stage, alarms will be received, but some may not match with those configured in setup, as we need to tell Avigilon which input number each camera uses.
You will need to repeat the following steps for each camera.
Click the camera name on the left
On this screen, click General
You will see a new window appear that has a field for Logical ID. In this box, enter the input number you would like Sureview to use for any alarms triggered by this camera.
Repeat those steps until each camera has the correct Logical ID.
You are now finished – alarms from this device will now be raised correctly to Sureview.
Event Type Setup
The Avigilon v5 Control Center software has a large list of alarm types that it sends through to Sureview. Liaising with customers provided the insight that most of these alarm types are not wanted. Due to this, only on a new install of the Avigilon v5 (integration and/or receiver) all the event types are set to ignore and match exact alarm except the following:
|Database Lost||System Server Lost Connection|
|Digital Input On||Storage Low Disk Storage|
|Device Tamper||System Hardware Error|
|Device Video Signal Lost||Device Disconnected|
|Device Analytics Start||*Custom Alarms* - added when received|
|System Server Disconnected|
All other event types (alarms) are available and can be set to be received. To set up any event types you wish to receive or ignore in the Event Type Configuration tab on the System page of Sureview.
Analytic Alarm SetupAnalytic alarms in the ACC are defined by the rule names set by the user. As this is user defined we are unable to add every alarm type to Sureview on install, as we cannot know what the user will define. Because of this, every new alarm that Sureview receives will be added to the system and can then be referenced accordingly.
To set up the rules in the ACC software:
Navigate to the setup page
Select the analytic camera
Select Video Analytics Configuration
In the Avigilon control center client dialog select add
In this dialog you can select the type of alarm you wish to setup along with its configuration and name (Highlighted in the image below).
The exact string entered into the name field will become an Sureview alarm.
- It is recommended to develop a set of names to use, and keeping that list across all sites. For example: Naming the alarms after the activity (Object in Area, Object loitering, etc).
Do not use location specific names like "Front Door Object Detected"
- Event types will be added based on the analytic rule names. Failing to keep a standardized list of analytic rule names will result in a very large list of event types added, which will be available to set up on all Avigilon devices in Sureview, regardless of eligibility to a specific device.
The following are the steps required to configured this integration in the Sureview interface.
Before you begin
Before you configure Sureview to work with Avigilon ACC make sure you have the following:
- Open ports on your Sureview server - see Network Requirements
- IP address of Avigilon server
- Username and password of Avigilon Server
- Windows administrator account
- Windows service user account
- Sureview Avigilon installation files
To use this tool, simply enter the device details (host, port, username and password), leaving the 'Device Indexes/Device Identifiers' field blank and then click 'Get Config'. The tool will populate the right hand side of the setup page with all of the cameras, audio devices, relays and alarms from the device, as well as automatically filling in the 'Device Indexes/Device Identifiers' field.
|Host||The external IP address of the device provided by the installer|
|Port||The Base Port of the ACC (See Troubleshooting)|
|User||The username used to log into the ACC client|
|Password||The password used to log into the ACC client|
|Device Indexes/Device Identifiers||
The connection string for the site, this should be retrieved by using the Get Config tool
My device is using too much bandwidthThe Avigilon has been updated with optimized CPU usage on cloud servers, and this is achieved using built in Bandwidth Limitation. In order to manually set the limit for this, you will need to add the following config setting into the Sureview Device Service worker config file (Inside the Sureview install folder, open "/DeviceServer/DeviceWorker.exe.config").
<!-- The value to restrict the bandwidth of Avigilon devices in bytes per second (Bps), 0 is unlimited, default or null is 1MBps -->
<add key="AvigilonBandwidth" value="131072" />
If the value is set as '0' then the bandwidth will be unrestricted, however if this value is not included in the config file then the default value of 1 Megabit per second is used.
My ACC base port is incorrectTo discover your ACC servers base port, or to adjust it. Navigate to the machine/server hosting the ACC server. Open up the Avigilon Control Center 5 Admin Tool. Under the settings tab select Network. This will open up the Network dialog that will show what ports the ACC is using.
Sureview keeps receiving New Event Type Added alarms
When a unknown/new alarm is received by Sureview, the alarm is automatically added to the alarm type list and referenced accordingly. Whenever this update occurs a alarm is triggered to inform the user that a new alarm type has been added. This alarm is the "New Event Type Added".
My device is running with a high CPU
There is a known issue in a previous version of this integration where the CPU usage of the Avigilon integration can be higher than the accepted range that our integrations are tested against. Please ensure you have version 188.8.131.52 or higher of this integration that has improved CPU utilization.
Please note CPU however this depends upon camera quality, bandwidth and the number of frames per second that the device is sending.
What camera resolutions are supported in the Integration?
By using the camera quality setting in Sureview you can request different camera quality from Avigilon. The following describes the corresponding resolution settings
Highest = 4CIF [704x576]
High = DCIF [528x384]
Medium = CIF [352 x288]
Low = SCIF [256x192]
Lowest = QCIF [176 x144]
Alarms are not creating alarm responses in SureviewFor Avigilon SMTP alarms you will need to add a value into the SMTP Receiver Service to allow all new Digital alarms to be added into Sureview as they are received.
Attached alarm footage is not playing at the correct speed
Please contact SureView Support and arrange for the update of your SMTP alarm receiver service to 184.108.40.206 or higher.
Presets Not Matching
The starting count for presets within Avigilon begins at 0. When adding presets in Sureview, the first preset input should be added as 0.
|Device Preset Input||Sureview Preset Input|
Attached alarm clips are not playing in Sureview
Due to an issue in ACC version 6.4.0, the central station notifications were being sent incorrectly. This has been resolved by Avigilon in version 6.4.2 and above, so please update your system to this version. For Avigilon ES devices, you will need to update to firmware version 220.127.116.11 to get the same fix.
Live view doesn't work with 'Failed to Initialise SDK....' error
Try the following to clear the error
- Make sure Direct X 9 or above is installed on the Sureview server that is running the integration
- Reboot the Sureview server
- Reinstall the Avigilon integration
Some alarms are not being received from my ACC
The use of an ampersand in alarm names (&) is known to cause issues with the Avigilon system sending alarms to Sureview. Please remove this from the alarm name.
Some device workers are not closing correctly
Update the device worker config and add the following within the <runtime> section:
This ensures 3rd party errors don't prevent the device worker from closeing down cleanly.
Sureview is not playing live video from Avigilon ACC
In certain networking scenarios, especially when NAT is involved, the integration might need to be switched to a "WAN" mode where the network connection reverts to a more specific nature. This is configurable within the ExtraValue field by adding a "wan" option
Camera will not connect [Failed to login : ErrFailure]
- Verify that the Sureview user account is able to login and has sufficient privilege's. Note that Avigilon user names are case sensitive.
- Verify the version of Avigilon installed on server vs Integration. v5 integration (for example) is incompatible with ACC 7