Applies to Models: All Hanwha Multi-Sensor Cameras that use plug-in modules

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to configure your device, please refer to the user manual for your product. 

Issue Summary

This article outlines some potential causes of video loss on the channels of some of our multi-sensor cameras and how to fix them.

To diagnose an issue:

1. Click the Gear icon at the top of the screen.
    
2. In the navigation bar on the left, select System > Log, then click the System log tab. 
   
   
   
   When the camera boots normally, the system log should look like the following:
   
   [2020-03-17 05:22:35] [PowerOn] [[Ch 4] LensDetection: SLA-5M4600Q]
   [2020-03-17 05:22:35] [PowerOn] [[Ch 4] Network camera power on]
   [2020-03-17 05:22:40] [PowerOn] [[Ch 3] LensDetection: SLA-2M2400Q]
   [2020-03-17 05:22:40] [PowerOn] [[Ch 3] Network camera power on]
   [2020-03-17 05:22:40] [PowerOn] [[Ch 2] LensDetection: SLA-2M2400Q]
   [2020-03-17 05:22:40] [PowerOn] [[Ch 2] Network camera power on]
   [2020-03-17 05:22:39] [PowerOn] [[Ch 1] LensDetection: SLA-5M4600Q]
   [2020-03-17 05:22:39] [PowerOn] [[Ch 1] Network camera power on]
   [2020-03-17 05:24:13] [PowerOn] [Network camera power on]

Resolution

To resolve an issue:

1. Ensure the camera firmware is up to date.

   IMPORTANT: If your camera is integrated with a third-party VMS, always use their
   recommended firmware.
   

2. Check the status indicator lights on the multi-sensor units. 
   
   Red indicator - A problem exists with the module in that socket.
    

   Green indicator - The module is functioning normally.
   
   

   NOTE: Some cameras have status indicator LEDs for the modules, some
   stay on continuously, and some turn off after about a minute in order
   to not cause a reflection inside of the dome.
   

   Example of a sensor module boot failure:
   
   
    

   If reseating the module and initializing the camera does not clear the error, try moving one of the working sensors in the other sockets to the module socket reporting errors.
    

   If the problem follows the module, then the module is bad.
    

   If the problem always exists on the same channel, the camera body is not functioning normally.