RcppSDK: Response timeout error after FW upgrade on FLEXIDOME IP 3000i IR

Possible causes and solution(s)

Symptoms

After upgrading FLEXIDOME IP 3000i IR (NDE-3502-AL) cameras from firmware 7.83.0027 to 7.90.0098, the following error message may appear:

• “RcppSDK: Response timeout”

Additional symptoms:

• The issue occurs on all cameras upgraded from firmware 7.83.0027 to 7.90.0098

• VCA menu is not accessible

• Other menus are really slow or not responsive (both in Configuration Manager and in the camera web browser).

• The issue persists after reboot

• Same behavior is observed:

  • when accessing from multiple PCs

  • when using different versions of Configuration Manager

Causes

This issue may occur due to a network or communication problem with the camera.

Solution

To resolve the issue, perform a factory default as this ensures that all firmware changes are fully applied.

If the camera is not accessible after factory default (via web GUI or Configuration manager), perform a hardware reset.

Hardware reset procedure:

• Locate the hardware reset button on the camera block (next to the audio and alarm in / out connectors).

• To access the reset button, remove the camera bubble

• Press and hold the reset button for more than 8 seconds. The red LED indicator on the PCBA board will come on to show that the hardware reset started.

• Wait for the camera complete a self-check. The red LED will turn off once finished.

• Search again for the IP address. Access the camera using the web browser. Set the initial password for the camera.

After performing these steps cameras become accessible again.

Note: If the hardware reset does not restore access to the camera, the cameras has likely encountered a fault that requires the intervention of the RMA repair team.

For more details regarding the RMA process please refer to this article.

Additional Information

• The firmware upgrade from 7.83 → 7.90 does NOT require intermediate versions

• Downgrading back to 7.83 is supported if needed