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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.

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 have 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.
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:

Performing a factory reset on a Streamvault All-in-one appliance

2025-03-11

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.

Before you begin

Back up your Directly database in the SV Control Panel
Have the correct license for the version of Security Center you want to restore or install.
Have the System ID and password that was sent by email when you purchased the appliance. See Finding the system ID and image version of a Streamvault appliance.
(Recommended) Connect your appliance to the internet using a wired Ethernet connection so that the system can validate connectivity.
Note: The validation fails if no internet connection is available, but you can continue to use your appliance.

What you should know

A factory reset deletes and overwrites all data currently on the Windows drive (C:), including databases and logs. Video files on other drives aren't affected.

Procedure

After you finish

Reconfigure your appliance.