Milestone & Bosch cameras - Ticket Requirements

Note

In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information. Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket.

General Information

• Company name
• Company address (country, city, street, number, postal code)
• Customer name
• Phone number
• Site name

Symptom specific Information

Problem Description

• Describe in detail the issue you encounter

System Information

Bosch Devices

• Camera model/ part number
• Firmware version (full build number)
• Number of affected cameras
• Does the issue affect all cameras or only specific units?

Milestone System

• Milestone build/version
• Device running Milestone software
• NVR name
• Hardware model
• Operating system

Compatibility Check

Verify that the camera firmware is compatible with the Milestone version in use.

• Milestone supported devices list: https://www.milestonesys.com/support/software/supported-devices/

Issue Description

Please provide a detailed description of the observed behavior. Include:

• What exactly happens when the issue occurs?
• What does the issue affect (Live view/ Recording/ Playback/ Camera connection)
• How often does the issue occur (Always/ Randomly/ Once per day/ Once per week)
• Time and date when the issue occurred
• Whether any system changes were made before the issue started? When? From what version(s)?

• firmware update

• network change

• Milestone upgrade

• configuration changes

If possible, also provide:

• A screen recording showing the issue
• Screenshots of the affected pages in Milestone
• Screenshots of the camera dashboard when the issue occurs

Camera Behavior Verification

• Does the issue occur only when the camera is connected to Milestone?
• Does the issue persist if the camera is tested independently (e.g., via web interface)?
• If the issue only occurs with Milestone:
• Has the issue been reported to Milestone support?
• If yes, provide the Milestone ticket number

Also verify:

• Does the issue affect Stream 1 only?
• Are other streams working correctly?

Camera Logs

Provide logs from at least one camera that demonstrates the issue.

The logs should be collected while the issue is present.

• Camera Configuration file

• Include decryption password

• Include service user password

• Maintenance logs
• Event logs
• Dashboard logs
• Screenshot of the dashboard page during the issue

Reference article: How to collect logs from your Bosch IP Camera or Encoder?

Network Checks

Please verify the network configuration.

Important items to check:

• DHCP server configuration
• DHCP server logs
• Whether the cameras receive valid IP addresses

Link-Local Address Issue

If a camera cannot reach a DHCP server, it may assign itself a link-local (Auto-IP) address in the range: 169.254.1.0 – 169.254.254.255

This may cause:

• Live view interruptions

• Recording failures

• Device disconnections in Milestone

If such addresses appear, investigate DHCP availability and network connectivity

Logging Information

• How to activate and collect Syslog from Bosch IP cameras
• How to enable the appropriate debug commands for logging during random reboot of Bosch IP cameras?
• How to collect logs from your Bosch IP Camera or Encoder?
• How to enable and collect Video SDK log files?

Nice to know: Milestone related articles:https://knowledge.keenfinity-group.com/video-systems/article/milestone