General troubleshooting of the XProtect integration with CCure 9000

  • Is the Milestone system licensed and are the cameras configured inside the Milestone system?

    • Ensure your Milestone XProtect VMS is licensed, and all cameras are configured.

    • Ensure you can view Milestone video within the Milestone XProtect Smart Client.

    • Integration with CCure system should only be performed after the standalone Milestone system is configured and running as required.

    • Ensure the integration license from Software House is applied.

    • If the problem is with video only (black tiles) and Recording Server data encryption is enabled in XProtect, verify that the appropriate certificate is installed and trusted on every CCure client machine where video is displayed (see Limitations section for more details).

  • Milestone VMS Recording Server does not show up for creating the Recording Server object in Administration Station:

    • Ensure Milestone.SwhIntegration.Server.MiSwhVideoServerComponent is enabled and running in Server Configuration Application under Server Components tab.

    • Ensure Milestone integration Client Components are installed in the Client machine.

    • Ensure Milestone SDK Redistributable is installed in the client machine.

  • Online checkbox is not selected which indicates system is not online in the Milestone VMS Recording Server object edit screen:

    • Ensure IP address field has the IP address of the Milestone XProtect Management Server.

    • Ensure Domain field has the domain value of the Milestone XProtect Management Server.

    • Ensure correct values are entered for username and password.

    • Ensure the appropriate Recording Server is selected in the drop down.

    • Clicking the Connect button might give more details about what the connection problem is.

  • Import Cameras button is not enabled in the Milestone VMS Recording Server object edit screen:

    • Ensure cameras are available, configured, and streaming video within Milestone system. Use the XProtect Smart Client to verify.

    • Ensure online checkbox shows up as selected in the Edit screen which indicates system is online. See the previous note about online checkbox.

  • Milestone cameras do not show up after clicking Import Cameras.

    • Ensure Save and Close button is clicked after Import Cameras process succeeds.