This article outlines specific checks for POE Pro hubs to rule out hardware errors. For more general troubleshooting, see: Initial Steps for Troubleshooting a POE Hub Offline (New Installations)
Onboarding a New PoE hub
- When onboarding a PoE please do an integrity check on the hub first, which entails having them check the hub for these things, make sure they power off the hub first, and lean over on the side with the power button, USB, and HDMI connection. Open the other side with the thumbscrews and slide that side off to view the components and cables easier. The PoE is in a desktop computer tower case, with thumbscrews on the rear sides to remove like opening up a desktop computer.
- Internal view of hub with cover off:
Hub Integrity check on hardware and cables:
- Verify all cables are connected and secure, both hard drive (HDD) cables, to the motherboard and the power supply unit (PSU). Images below of the drive cables to both the power supply (PSU) and the motherboard:
- Verify the graphics card (GPU) is connected and seated correctly in the motherboard's socket. Verify you do see an error in admin dash once online, indicating this: nvidia nvh264sldec error
- Verify the speaker wire is connected to the motherboard. If secured correctly; they should look like below, pictured:
- Verify the RAM is installed correctly, with the correct amount installed per camera count, in the slot (s) in the motherboard. ** NOTE - ALWAYS discharge any static electricity before touching the RAM ** Grab and hold the metal frame of the case of the Hub this will equal the charge between you and the case and lower the chance for static discharge.
- Check that the cooling/ idle fan is secured in it's place next to the heat sink. The the fan has not come loose, ajar, or disconnected from the motherboard. If secured correctly; they should look like below, pictured:
Perform the following troubleshooting steps, outlined below in greater detail; if the customer is experiencing issues with their PoE system:
Some common errors are:
- The hub overheating and is either powering off physically and/ or going offline.
- The hub not verifying while trying to onboard a new hub
- The speakers do not have sound.
- Graphics Card Error (GPU) in admin dash or Nvidia nvh264sldec error
- Networking errors.
- Hub Overheating, Hub going offline and/ or shutting off constantly. First, verify the power light and drive access light are both on. The Power (PSU) light is the blue one (it stays solid) on the right of the power light is the red light drive access/activity light. It flashed red, intermittingly to indicate drive activity. As pictured below, the red drive activity (flashing) light is just to the left of the blue (solid) power light:
- Hub System will not verify or go online. Perform a hub integrity check and check all components and cables in the hub. Check the network and make sure the network is healthy, configured correctly and the switch is set up and operating correctly.
- Cameras have no sound, check the speaker jumper's connection to the motherboard. * Pictures below. *
- Graphics Card Error (GPU) in admin dash or Nvidia nvh264sldec error- unhook, unseat, reseat and hook back up the Graphics card (GPU) in the motherboard. * Pictures above. *
Hub Overheating and shutting off
- Have them make sure the right amount of RAM is installed per camera count, by visually checking the hub.
- Check the idle fan (which is next to the heat sync)
- Ensure that bracket/clip is securely connected that the fan clips onto the heat sync with. Also, check the fan's cable connection to the motherboard.
- Description of components
- Tall silver unit (sits on top of the CPU) - Heat Sink
- Black Plastic - Idling Fan
- Ensure that the Hub is located in a well-ventilated area
- Check that the cooling/ idle fan is secured in its place next to the heat sink. The fan has not come loose, ajar, or disconnected from the motherboard
Hub will not verify:
- Check network and network cables
- Check Drive Cables
- Check Switch
Cameras have no sounds:
- Check audio jumper's connection to the motherboard.