Motorola Si500 and LTE RM Help

[MotorolaAPX24]

I just recently purchased a Si500 and I have LTE RM (I think) version 2.5.18.0.
I am trying to configure my device and get the video off of it. I can not get past the server connection screen. I have not figured out how to access setting such as WiFi on the device itself but I have it plugged in via a USB cable. Is there a default network setting I can use or how do I get into configuration directly onto the device?

 

[MotorolaAPX24]

Update - I configured RM server utility and have formed a connection with RM Manager. Now I need to figure out how to reset my device to scan a QR code

 

[Gaq1414]

Update - I configured RM server utility and have formed a connection with RM Manager. Now I need to figure out how to reset my device to scan a QR code

I as well have the S500 and I have LTE however it’s giving me that server issue too. Would you be able to help me or guide me to get to the next step so I can get into my camera setting?

 

[oSPANNERo]

Pile on a third here...

Update - I configured RM server utility and have formed a connection with RM Manager. Now I need to figure out how to reset my device to scan a QR code

When you right click on the device in LTE RM select "schedule job" then check the "Factory Reset" and click "ok" button. If/when your Si500 is connected via USB then it will be made to reset and bring you to the QR code scanner screen.

 

[oSPANNERo]

So what finally worked for me was as follows (PROCEED AT YOUR OWN RISK):

1. Disable Windows Firewall All Together (this is not good for security, but for troubleshooting purposes its most expedient)
2. Install LTE Radio Manager
3. Verify everything is talking as expected
4. In Device Monitor set it to automatically read detected Android devices. (Two checkboxes and then "save")
5. Plug in the Si500 via USB
6. Wait for it to detect and read (you can't schedule a read because the system doesn't know about the device initially)
7. Create a new with at least the "Si500" and "Wi-Fi List" sections populated
8. Assign the Configuration to the device
9. <POINT OF NO RETURN>
10. Create a Job to factory reset the Si500
11. Once the device has wiped and returned to the "QR Scan" interface, unplug from USB
12. Generate the QR code with appropriate settings in LTE RM
13. Scan the code
14. Wait for the Si500 to get past joining the Wi-Fi and is on step 3 of 3 "connecting" (or whatever it says)
15. Verify in Device Monitor that its seeing the Si500
16. Create a Job to push the Config to the Si500
17. Config should push and Si500 restart with correct settings
18. If step 15 doesn't work, try connecting via USB

Again, this is what worked for me to get into an operational state. It may or may not work for you. *NOTE* that once you factory reset the Si500 you are SOL if you can't get it to pair or accept the config again. I may or may not have panicked myself after resetting a functional device and got stuck at the QR and "Connecting" screens.

 

[oSPANNERo]

For #7 it should read: “Create a new configuration with at least the "Si500" and "Wi-Fi List" sections populated.”

 

[oSPANNERo]

Ok, I just re-confirmed that the steps I outlined above should work over Wi-Fi.

*IF* you can't read the device (Step #6) because its already in "QR Scan" mode, then you will need to manually add the Si500 using the "+" button on the "Radio View" interface. You will need the Model number (HK2062A or M7001A) and the serial number off the back of the unit under the battery to do so. Once you have that done proceed with Step #7

 

[oSPANNERo]

To get videos off the device, the *SIMPELIST* way is to use an SD card but you will need to ensure your SD card is formatted as FAT32. Windows 10/11 does not like formatting disks over 32GB as Fat32 so you may need to use command line tools like "format" or "diskpart" *OR* freeware like RUFUS.

Insert the SD card while the Si500 is still in "QR Scan" mode. The VSM will then add the necessary file structure when it boots up into "Shift" mode the first time and you do a recording or take a picture. My method for then getting the videos off is:

1. Put the Si500 into "End of Shift" Mode
2. Wait for it to complete the transition and prompts you to start the next shift
3. Power off the unit
4. Take out the USB drive and put it into my desk top
5. Move the video files from the video folder to my desktop and ensure the *FILES* are deleted from the SD card (not the directory)
6. Go into the "XML" directory(ies) on the SD card and delete the XML *FILES* (not any of the directories)
   1. If you forget to do this, the Si500 will not reset the "incidents" to zero
7. Eject the SD card and put it back into the VSM
8. Power up the unit and return it to service

If you own the M7001A version of the Si500 you could try something like this video to "automate" the offloading of videos but it doesn't appear to work with the HK2062A version:

 

[oSPANNERo]

So what finally worked for me was as follows (PROCEED AT YOUR OWN RISK):

1. Disable Windows Firewall All Together (this is not good for security, but for troubleshooting purposes its most expedient)
2. Install LTE Radio Manager
3. Verify everything is talking as expected
4. In Device Monitor set it to automatically read detected Android devices. (Two checkboxes and then "save")
5. Plug in the Si500 via USB
6. Wait for it to detect and read (you can't schedule a read because the system doesn't know about the device initially)
7. Create a new with at least the "Si500" and "Wi-Fi List" sections populated
8. Assign the Configuration to the device
9. <POINT OF NO RETURN>
10. Create a Job to factory reset the Si500
11. Once the device has wiped and returned to the "QR Scan" interface, unplug from USB
12. Generate the QR code with appropriate settings in LTE RM
13. Scan the code
14. Wait for the Si500 to get past joining the Wi-Fi and is on step 3 of 3 "connecting" (or whatever it says)
15. Verify in Device Monitor that its seeing the Si500
16. Create a Job to push the Config to the Si500
17. Config should push and Si500 restart with correct settings
18. If step 15 doesn't work, try connecting via USB

Again, this is what worked for me to get into an operational state. It may or may not work for you. *NOTE* that once you factory reset the Si500 you are SOL if you can't get it to pair or accept the config again. I may or may not have panicked myself after resetting a functional device and got stuck at the QR and "Connecting" screens.

Of note: I just discovered that if you are in the LTE Radio Management interface, hit F1 to enter the Help interface, then go to Home -> Radio Management Common Tasks -> Configuring Si Video Devices, it basically gives you almost this exact same set of steps to get the Si500 working but includes helpful graphical representations of the buttons.

https://imgur.com/a/e87tUZm

 

[Gaq1414]

I appreciate you much for the breakdown. I still can’t get past the server screen and this is multiple computers. I’m still at the spot stuck on port and address. The si 500 I have is the 2062A. Other than me not being able to access the features it’s still works as a good body camera. Just wanted to use the buffering setting and stuff and also the time. my Windows firewall is totally disabled. Is there a certain time setting that I have to have? That’s one of the thing it mentions I have it sent to my California time so I don’t know if it’s a server issue connecting to the RM. All three apps have the same problem.

 

[oSPANNERo]

I appreciate you much for the breakdown. I still can’t get past the server screen and this is multiple computers. I’m still at the spot stuck on port and address. The si 500 I have is the 2062A. Other than me not being able to access the features it’s still works as a good body camera. Just wanted to use the buffering setting and stuff and also the time. my Windows firewall is totally disabled. Is there a certain time setting that I have to have? That’s one of the thing it mentions I have it sent to my California time so I don’t know if it’s a server issue connecting to the RM. All three apps have the same problem.

can you take a screenshot of the screen you are stuck on and use Imgur to share it and paste the link here? I am not sure where you are in the setup and the screen will help orient me.

 

[oSPANNERo]

I appreciate you much for the breakdown. I still can’t get past the server screen and this is multiple computers. I’m still at the spot stuck on port and address. The si 500 I have is the 2062A. Other than me not being able to access the features it’s still works as a good body camera. Just wanted to use the buffering setting and stuff and also the time. my Windows firewall is totally disabled. Is there a certain time setting that I have to have? That’s one of the thing it mentions I have it sent to my California time so I don’t know if it’s a server issue connecting to the RM. All three apps have the same problem.

And just to be certain we are starting from the same place, you have all these programs installed on the computer you are working from:



And your Firewall settings are set like this:

 

[Gaq1414]

It looks like I’m missing the RM server utility maybe that’s it?

can you take a screenshot of the screen you are stuck on and use Imgur to share it and paste the link here? I am not sure where you are in the setup and the screen will help orient me.

Rmsetup

 

[oSPANNERo]

It looks like I’m missing the RM server utility maybe that’s it?



Rmsetup

Having LTE Radio Management server and its supporting helper apps installed and running is the core requirement. You would have to talk to Moto to get it. Part number is HKVN4631A. I found the comments & replies to this video very helpful in my own search for the software:

 

[Gaq1414]

Ty

 

[oSPANNERo]

I have also confirmed that if you have a Motorola account you can "purchase" the entitlements for LTE APX and Si500 firmware updates for *FREE*. Just visit these links ***AFTER*** you have logged in to Motorola Solutions Online Store - Shop Motorola Solutions

LTE RM = https://shop-business.motorolasolutions.com/3yr-software-subscription-lte/product/HKVN4631A
Si500 Firmware = https://shop-business.motorolasolutions.com/si500-3-yr-sma/product/HKVN4481A

I recommend staying at or below R02.10.02 for firmware and 2.5.18 for LTE RM software.

 

[Dick33]

Just what I needed an update on the SI500. Thanks to oSPANNERo for the write up ! Pretty straight forward once get all the SW needed. I was able to activate a unit that I have had DOA for years ! Works as advertised but one issue I seem to have found. The DOA unit that I have revived has firmware 2.60.00 It would appear that while connected to a APX wirelessly when PTT'd the mic audio is muted almost 90% ?? I hook the mic up via cable and no prob. Recorded video audio no prob. Record audio no prob. Just TX audio while wireless. I have a unit with firm 2.10.02 I have no prob with that one. I just need to do the factory reset and reconfigure for the SD option. I thought I would play with the DOA unit first just to test the process. Yes I have tried down grading firmware it push's and downloads to SI but after the SI reboots you get an error, pulled the batt. it reboots just fine back into 2.60.00

 

[theevanleatherman]

So I was wondering where you can actually find the LTE Radio Manager software?

 

[LAFD_firefighter]

I have also confirmed that if you have a Motorola account you can "purchase" the entitlements for LTE APX and Si500 firmware updates for *FREE*. Just visit these links ***AFTER*** you have logged in to Motorola Solutions Online Store - Shop Motorola Solutions

LTE RM = https://shop-business.motorolasolutions.com/3yr-software-subscription-lte/product/HKVN4631A
Si500 Firmware = https://shop-business.motorolasolutions.com/si500-3-yr-sma/product/HKVN4481A

I recommend staying at or below R02.10.02 for firmware and 2.5.18 for LTE RM software.

it says page not found, i have access to myview, can you help me out pls?

 

[oSPANNERo]

it says page not found, i have access to myview, can you help me out pls?

You have to “purchase” for zero dollars it in the shop *AND* the entitlement conferred on your account *FIRST* or else it will not be visible to you in MyView. To find it in the shop to purchase it you first need to login to the shop itself. The "Motorola Shop" and “MyView” are not the same website and require separate sign-ins.

Motorola Solutions Online Store - Shop Motorola Solutions

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shop.motorolasolutions.com