> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/integrations/video-management-systems/milestone/milestone-general-troubleshooting.md).

# General troubleshooting

Diagnose Milestone licensing, middleware, external-system, camera, and connection issues.

*Applies to Command Centre v7.80 or later.*

### Licensing

The licence should contain `[Limits] DVR Cameras=X`, `[Features] Milestone=1`, and `[Plugin] PluginX=Milestone`.

**Licence location.** From CC v7.70+, the licence lives in `C:\ProgramData\Gallagher\Command Centre`. **If the FMF (middleware) is on a different computer, place a copy of the licence there too, named `CommandCentre.lic`**, otherwise camera status may show **"Awaiting Status from Controller"**.

### Software installed?

* CC and FMF on the **same** PC: Gallagher Command Centre, Milestone VMS Integration, FTCAPI Middleware Framework, and Milestone VMS Middleware.
* CC and FMF on **different** PCs: the CC server has Command Centre and Milestone VMS Integration; the middleware PC has FTCAPI Middleware Framework and Milestone VMS Middleware.
* Confirm all versions match the official release note.

### External System is Offline

If it is configured (GallagherFTCAPI.pem imported, GallagherFTCAPI.ini exported) but offline, check the **FTCAPI Router Service** is running.

![Windows Services list with the "FTCAPI Router Service" running: check this when the External System shows offline](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-fa6b7e169442023007472ea144fca609096059d2%2FSECHUB-INT-MILESTONE-GENERAL-TS-02.png?alt=media)

### External System Items are Offline

* Check the middleware PC IP.
* Check the port is not already in use (if you change the port, re-export `GallagherFTCAPI.ini` to the middleware PC).

![External System Server Properties → Setup, with the Host Name field highlighted](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-1627774cae4f84d6b1b0c829fa5264adb219667a%2FSECHUB-INT-MILESTONE-GENERAL-TS-05.png?alt=media)

![External System Server Properties → Setup, with the Port field (1075) highlighted](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-5c9b8da4402ecb6e4a0350da32919612de30793e%2FSECHUB-INT-MILESTONE-GENERAL-TS-06.png?alt=media)

* Check camera names match between Command Centre and the Milestone server.

![Command Centre DVR-item Setup, Identification field showing the camera (Panasonic WV-SC384): the camera name here must match the camera name on the Milestone server](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-880a40c6ceacc2bad246cfb9cb34844a49686eae%2FSECHUB-INT-MILESTONE-GENERAL-TS-07.png?alt=media)

* Check the Milestone Video and Event servers are running.

![Windows Services list with the Milestone XProtect Event Server, Management Server and Recording Server all running](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-821e809a7a385b812167453c30f8966b73759860%2FSECHUB-INT-MILESTONE-GENERAL-TS-08.png?alt=media)

* Check the Milestone login and password (verify with the Channel Partner via **Server Logs** on the Milestone server).

![Milestone XProtect Management Client → Server Logs → Audit logs, showing failed vs succeeded logins: used to verify the Milestone credentials](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-0a619922383b650ef1349dae247ce318ea2cc360%2FSECHUB-INT-MILESTONE-GENERAL-TS-01.png?alt=media)

![Milestone DVR System Properties → DVR Setup, with Username/Password highlighted](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-2c3d828e40051c6c5003d43a315e9025d5cfe3b2%2FSECHUB-INT-MILESTONE-GENERAL-TS-09.png?alt=media)

### Camera will not display in Command Centre?

Distinct error states result from: an incorrect Milestone password; the Milestone server lacking a configured DNS (needed to be queryable); or an incorrect middleware IP. Check the default outgoing ports from the workstation to the Milestone server: **TCP 7563, 80, 443**.

![A camera tile showing "Connection to server failed. Retrying…", alongside the Windows "Use the following DNS server addresses" setting: the symptom when the Milestone server has no DNS configured](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-ac79d1dec781966e956abd03b210887b10b45842%2FSECHUB-INT-MILESTONE-GENERAL-TS-03.png?alt=media)

![Error dialog: "A Milestone server was not found at the specified address."](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-f5ad2e3d0c2a946df7496547f39cdaaa1db8396d%2FSECHUB-INT-MILESTONE-GENERAL-TS-04.png?alt=media)

![Error dialog: "Invalid credentials connecting to Milestone server."](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-c580f01ec75dc2e819afeff50815085492b67dff%2FSECHUB-INT-MILESTONE-GENERAL-TS-12.png?alt=media)

### Diagnostic tool

A middleware-side utility, **`MilestoneEventScanner2018.exe`** (in `C:\Program Files (x86)\Gallagher\FTCAPI\Middleware Framework\Plugin`), can quickly confirm the Milestone credentials and connection. It logs "Connected to Milestone Server!" plus the live event and camera-status stream to a TSV file, which is a fast way to check whether the login and event flow are working.

![The MilestoneEventScanner2018.exe middleware utility connected to the Milestone server ("Connected to Milestone Server!") and logging live camera events](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-84d8b499f4dbccbbb88517286ebf24b2ca373df5%2FSECHUB-INT-MILESTONE-GENERAL-TS-10.png?alt=media)

### External-system item alarm zone

The external-system item must have an alarm zone assigned.

![Command Centre external-system item → Event Response, with "Alarm Zone for all Events" set (for example "system alarm")](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-ca77b58c24abec44e7196642b5e72c5ff82c4c8d%2FSECHUB-INT-MILESTONE-GENERAL-TS-11.png?alt=media)

### If issues persist

Contact Technical Support (with remote access if possible) and provide: the FT Support Tool log, Command Centre log, Command Centre client log, `gglMilestoneProxy.log` (at `C:\Users\{username}\AppData\Local\Gallagher\Command Centre\CCVMS`), Middleware FMF log, TCP Exchange Page printout, and TCP Sender Page printout.


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