Home
Troubleshooting
Troubleshoot common issues that can occur.
Performing a factory reset on a Streamvault workstation or server appliance
If the software on your Streamvault™ server or workstation fails to start or stops working as expected, you can perform a factory reset using a USB key.
Resetting the software image on a Streamvault workstation or server appliance
You can reset the software image of your Streamvault™ appliance to its default state by using a USB recovery drive.

Introduction to your Streamvault appliance
Learn how to deploy your Streamvault appliance.
Getting started with SV Control Panel
Configure your Streamvault appliance to work with Security Center access control and video surveillance.
Getting started with Streamvault Maintenance plugin
Configure your Streamvault Maintenance plugin to work with Security Center.
SV Control Panel reference
These reference pages help you understand the SV Control Panel.
Additional resources
Get more insight on your appliance.
Troubleshooting
Troubleshoot common issues that can occur.
- Performing a factory reset on an SV-100E, SV-300E, or SV-350E appliance
  If the software on an Streamvault™ SV-100E, SV-300E, or SV-350E appliance fails to start or stops working as expected, you can perform a factory reset using a USB key.
- Performing a factory reset on a Streamvault workstation or server appliance
  If the software on your Streamvault™ server or workstation fails to start or stops working as expected, you can perform a factory reset using a USB key.
  - Resetting the software image on a Streamvault workstation or server appliance
    You can reset the software image of your Streamvault™ appliance to its default state by using a USB recovery drive.
- Mercury EP controllers remain offline when TLS 1.1 is disabled
  After enrolling a Mercury EP controller in Security Center, the unit doesn't come online.
- Enabling Transport Layer Security (TLS)
  The Transport Layer Security (TLS) 1.0 and 1.1 protocols have several major vulnerabilities, so they are disabled on Streamvault™ appliances. When a device enrolled in Security Center requires one of these protocols for communication, you must enable the protocol on your appliance.
- Remote Desktop can’t connect to a Streamvault appliance
  When you try to access a Streamvault™ appliance using Remote Desktop, you receive a message that Remote Desktop can't connect to the remote computer.
- Removing restrictions from non-administrator user accounts
  By default, non-administrator user accounts, including the Operator, have limited access to Streamvault™ Control Panel features. You can remove the restrictions from those accounts to give them more access to features.
- Local accounts can't access Remote Desktop, file sharing service, and remote management
  When the Remote Desktop service, Remote management, or File sharing service options are turned on in the SV Control Panel, local accounts still can't access the features.
- Enabling Smart Card related services
  If you've upgraded to SV Control Panel 3.0 from an older version and want to enable Smart Card related services, you can do so through the Windows Services application.
- Enabling support for the Mercury controller Overwatch add-on
  To add support for the Overwatch add-on for the Mercury controller, you must add an extra cipher to the SSL cipher suite.
- Enabling support for the Synergis IX plugin
  To add support for the Synergis™ IX plugin, you must add an extra cipher to the SSL cipher suite.
Technical support
Genetec™ Technical Assistance Center (GTAC) assists customers with Streamvault issues related to software and hardware.
Glossary
Where to find product information
You can find our product documentation in the following locations:

Resetting the software image on a Streamvault workstation or server appliance

2024-06-11

You can reset the software image of your Streamvault™ appliance to its default state by using a USB recovery drive.

Before you begin

Make sure you have the USB key that contains the recovery software for your appliance.

What you should know

Resetting deletes all the data currently on the System (OS) drive.
Resetting does not affect the factory default RAID drive settings.
Resetting might fail if the hard drives, RAID drives, or partitions on the appliance have been changed from the factory default settings. In such a case, contact the Genetec™ Technical Assistance Center (GTAC).

Watch this video to learn how to reset the software image on a Streamvault workstation or server appliance.

Procedure

Shut down the appliance.
Insert the bootable USB key that you created into a USB port.
Power on the Streamvault appliance.
When prompted, press F12.
The Boot Manager opens. Click One-shot UEFI Boot Menu.
Select your USB drive, and then press Enter.
The Streamvault factory reset utility opens.
Click Factory reset OS (C:).

A Command Prompt opens and the Streamvault factory reset utility analyzes the system to detect the system (OS) drive.
In the Command Prompt, type Yes to confirm that the correct hard drive was detected, and then press Enter to start the factory reset.

Important: Do not interrupt, shut down, or reboot the workstation during the re-imaging process. It might take up to 20 minutes, depending on the speed of your USB key.
After the factory reset is complete, press Enter when prompted to reboot the workstation.
Remove the USB key from the USB port.

The workstation is now reset to its default state.

After you finish

Log on to Windows using the default username and password that are on the sticker adhered to the appliance.
Activate your license.
If you backed up Security Center configuration before the factory reset, restore the configuration using the SV Control Panel.