MOBOTIX NAS & QVR Pro Version 2.7.4.1485 - ONVIF access: Connection error! - EN

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Verified Solution: QNAP QVR Pro 2.7.4.1485 – “ONVIF access: Connection error!” in MOBOTIX MxManagementCenter

Overview

If you are using MOBOTIX MxManagementCenter (MxMC) together with a MOBOTIX NAS or a QNAP NAS running QVR Pro 2.7.4.1485, you may encounter an ONVIF connection error while configuring the NAS as a File Server.

This issue has been reproduced on customer installations and confirmed together with QNAP Support.

Affected Environment

Component Version
MOBOTIX MxManagementCenter all supported versions
MOBOTIX NAS / QNAP NAS affected systems
QVR Pro 2.7.4.1485
License Mx-SW-MC-QNAP

Problem

When configuring the NAS under

Settings → File Server

and clicking Test, MxMC reports:

ONVIF access: Connection error!

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Although

  • the NAS is reachable
  • the QVR Pro service is running
  • the Mx-SW-MC-QNAP license is installed
  • the user credentials are correct

the File Server cannot be added successfully.

Cause

QNAP Support has confirmed that this is a known issue affecting certain installations of QVR Pro 2.7.4.1485.

The issue is caused by QVR Pro and is not related to MOBOTIX MxManagementCenter.

Solution

QNAP has already prepared a support hotfix for affected installations.

If you encounter this issue:

  1. Verify that your NAS is running QVR Pro 2.7.4.1485.
  2. Open a support ticket via the official QNAP Helpdesk:

https://service.qnap.com

Reference the following symptom:

“ONVIF access: Connection error!” while connecting MOBOTIX MxManagementCenter to a QVR Pro File Server.

QNAP Support can verify whether your installation is affected and provide the appropriate hotfix.

Information to include in the Support Ticket

Please include:

  • NAS model
  • QTS / QuTS hero version
  • QVR Pro version
  • MOBOTIX MxManagementCenter version
  • Confirmation that the Mx-SW-MC-QNAP license is installed
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  • Screenshot of the error message
  • Download NAS system logs via the Helpdesk app and attach them to the QNAP support ticket
    The required log can be downloaded using the Helpdesk app, which can be accessed via the Help Centre. You may need to launch the app from there first before it becomes available.
    In the Helpdesk app, logs can be downloaded under Diagnostic Tool. In my case, the log generated there was only 1.8 MB in size.
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Community Tip

Tip

Before opening a MOBOTIX support case, verify the installed QVR Pro version.

If your NAS is running QVR Pro 2.7.4.1485 and MxMC reports

“ONVIF access: Connection error!”

the issue is most likely related to QVR Pro.

Contacting QNAP Support directly is currently the fastest way to obtain the available hotfix.

Important Security Information

QVR Pro 2.7.4.1485 includes important security fixes. Therefore, downgrading to an earlier version is not recommended. Instead, affected users should request the official hotfix from QNAP Support until the fix is included in a future public QVR Pro release.

Disclaimer

The hotfix is developed, maintained and distributed exclusively by QNAP.

MOBOTIX cannot provide or distribute this patch. Please contact QNAP Support directly to obtain the appropriate update for your system.

Status

Status Information
Issue Confirmed
Workaround Contact QNAP Support
Hotfix Available from QNAP Support
Official Release Planned for a future QVR Pro version

Keywords

QNAP, QVR Pro, MxMC, MOBOTIX NAS, ONVIF, File Server, Mx-SW-MC-QNAP, Connection Error, QVR Pro 2.7.4.1485, Hotfix, QNAP Support