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Troubleshooting
Troubleshoot common issues that can occur.
Performing a factory reset on a Streamvault All-in-one appliance
If the software on a Streamvault™ All-in-one appliance fails to start or stops working as expected, you can perform a factory reset using a USB key.
Creating a factory reset USB key for a Streamvault All-in-one appliance
Before you can reset the image of a Streamvault™ All-in-one appliance, you must prepare a bootable USB key that contains the required Streamvault software image.

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 a Streamvault All-in-one appliance
  If the software on a Streamvault™ All-in-one appliance fails to start or stops working as expected, you can perform a factory reset using a USB key.
  - Creating a factory reset USB key for a Streamvault All-in-one appliance
    Before you can reset the image of a Streamvault™ All-in-one appliance, you must prepare a bootable USB key that contains the required Streamvault software image.
  - Resetting the software image on an All-in-one appliance
    After you’ve prepared a bootable USB key that has the required Streamvault™ software image, you can use it to reset the software image on a Streamvault All-in-one appliance.
- 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.
- 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 Mercury EP and LP firmware 1.x.x controllers
  Before you can integrate Mercury EP or LP firmware 1.x.x controllers on your Streamvault™ appliance, you must enable an older SSL cipher suite.
- Enabling support for the Synergis IX integration
  Before you can enroll Synergis™ IX controllers on your Streamvault™ appliance, you must add an extra SSL cipher suite.
- Modifying local GPOs for non-administrator user accounts
  By default, non-administrator user accounts have restricted access to Streamvault™ appliance features. To customize their permissions, you can modify the local group policy objects (GPOs) for the Non-Administrators group through the Microsoft Management Console.
- Turning off the Windows firewall
  By default, the Windows Firewall uses local group policy objects (GPOs) from the hardening profiles to secure the Streamvault™ appliance. If you want to turn off the Windows Firewall for troubleshooting purposes, you need to first turn on manual firewall control in the SV Control Panel.
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:

Creating a factory reset USB key for a Streamvault All-in-one appliance

2025-05-26

Before you can reset the image of a Streamvault™ All-in-one appliance, you must prepare a bootable USB key that contains the required Streamvault software image.

Before you begin

Get a USB key with at least 32 GB of storage. Some USB keys are unable to boot the image; if this occurs, try using a different brand or model of key.
CAUTION:
All data on the USB key is deleted when you create a bootable drive.

Procedure

Contact Genetec™ Technical Assistance Center (GTAC) to get the recovery image.
The recovery image comes in one of the following three formats:
- A .zip file containing .swm files.
- A .iso file containing the .swm files and the Streamvault factory reset utility user interface, which you’ll use to reset the software image.
- A .iso file containing the Windows Setup wizard, which you’ll use to reset the software image.
If your recovery image is a .zip file, unzip the contents into any Windows folder.
From the Product Download page on GTAP, download the Streamvault factory reset utility USB creator.
1. From the Download Finder list, select your version of Security Center.
2. From the Other list, download the Streamvault Factory Reset Utility package.
Insert the USB key into a USB port.
Open the Streamvault factory reset utility USB creator that you downloaded from the TechDoc Hub.
From the Select USB drive list, select a USB key that has at least 32 GB of storage.
In the Select Genetec image section, click Browse and select the .swm or .iso file you downloaded.

Note:
If you require a .swm file, select any one of the unzipped files from the wim folder. All the .swm files in that folder will be copied over to the USB key.
Click Create USB Key.
The Streamvault factory reset utility starts to partition the USB key, download the image tools, and copy the image files.

When the download is complete, the following message is displayed: The USB key was created successfully.

Example

The following video shows you how to create a factory reset USB key with an .iso file.

After you finish

Reset the software image of your Streamvault All-in-one appliance.