Previous Next  Print this Topic

The following are frequently asked questions and common issues that you may come across during the course of using SoleraTec's Phoenix EXP. The categories listed below mention the issues and then discuss the possible causes to lead you towards a resolution. See the appropriate heading for details.

Vault Issues


Possible Causes

Cannot see my Vaults?

Check that NAS has a static and valid IP address.

Check that multicast routing is enabled if using a smart switch.
Is there a security software blocking multicast?
Enable our multicast address -, enable traffic, and check your firewall.
Check that local firewall is not blocking any applications.
If the desktop computer has multiple network devices, try disabling them and reboot.
Try using a static IP address on the desktop computer.
Check if application is being blocked by Windows UAC.
If running Vmware, disable Vmware network connections.
Restart the NAS.

My Vault keeps stopping?

Restart the NAS.
Check that the Vault license is current after Vault is seen.

My Vaults are filling up.

Watermarks are not set up properly.
In Data Services Policies, on the Criteria tab, there are options to order the type of media (like data tape, or optical) or purge dispensable data.

My Vault does not see my data tape drive or data tape library.

Check the data tape drive and data tape library configurations for your computer; the Add and Remove Vault wizard will not be able to communicate with the device.
Check for connection using the “device manager” for your operating system.
Disable the SCSI connection. Disabling does not affect the software’s use of the device.

Search Issues

Media Issues


Possible Causes

With SAN or NAS, my media goes offline.

Your SAN or NAS may have become unavailable.  When this happens, the Phoenix EXP media resident on the SAN or NAS are marked as offline.  They need to be brought back online using Vault Admin.  Right-click on each offline media and select Reload media.

With unloaded media, I cannot get back to it or find it.

Check the default location for the media; it may have changed.
Check for correct paths to media.

My data tape drive is slow.

Check number of files in throughput.
Check the size of files in throughput.
Check if there is congestion on the network.
Operating system determines the throughput speed.

Network Issues


Possible Causes

Nothing works after I change my network address.

You must reboot your desktop computer if it changes networks or addresses.

Nothing works after my computer wakes from sleep mode.

Disable sleep mode on your computer.

Numbers rather than policies are in Host IDs.

Check to see if the Locator Service or Services have stopped.
Reboot your computer.
Manually restart the service.

When loading and installing a new version to Apple, it does not update correctly.

Be sure that files have not been moved since the original installation.  If files are moved, the Apple Installer updates those moved files where they currently exist instead of the Phoenix EXP installation folder in Applications.
Try uninstalling the software and installing new copy.

Problems with network connectivity and my Apple laptop.

Ensure connection to an active network. If laptop is not connected to a LAN, the applications may not function properly.

Live Viewer causes my CPU to respond slowly, or I get a wait screen.

Check the current system requirements.
Be aware of CPU speed, and disk read/write capacity.
Check network congestion and connectivity.

When searching, it cannot find files that other people see on the same network.

Check permissions on data.

Can’t run on Windows 2000 or older.

Check the current system requirements.

My Data Service Policies do not run to completion (files are not moved).

Ensure storage resources are active.
Ensure there is enough storage space available.

Cannot find software when making advanced changes to the registry.

Check registry for the company name, then the product name. (For example: CompanyXYZ, ProductXYZ)

Error Messages


Possible Causes

With recorded video, the error “Unable to retrieve resource” displays.

Verify the Vault is online; check if powered down, check network connectivity, and check connectivity of the Vaults.
Keep in mind that original video data from a single source may be stored on various Vaults and if those Vaults are not online then the video may generate this error.

As my job runs, the errors “Unable to allocate resources” or “Cannot find Vaults” display.

Check network connectivity.
Check space availability on media.
Ensure the Locator Service has not stopped.
See troubleshooting entry “Cannot see my Vaults”.

“Libraries not available" warning displays  when starting applications in Linux

Libraries that are required for correct Phoenix EXP operation are not installed on your machine.  Install the requested libraries shown in the message.

My Vault is shown with a “RPC Error” message in Vault Admin.

Vault or NAS is not running correctly.  Reboot the NAS.
Your desktop network configurations are not correct.
Your NAS network configurations are not correct.
NAS is on a different subnet which is not accessible.

I receive an “Rvt” error when starting any GUI application.

Local Locator Service is not running.  Reboot machine.
Firewall settings are blocking correct network operation.
Windows UAC is blocking correct application operation.
Application was not started from “Start” menu on Windows.
Client software was installed as “For my use only”.  Re-install for all users.

Where are the system log files for the NAS?

Look in the Phoenix EXP share.
Log files are best read with WordPad (Windows) or TextEdit (Apple).

The Recording Computer field shows “Not found”.

Check that the NAS is running correctly.
Has the NAS been “factory reset”?  Must reselect recording computer.

Licensing Issues


Possible Causes

My Product Key or license is not valid.

May have been activated previously on a different NAS.
Is a demo product key and is now expired.
Cannot move product keys between NAS units.

Log files

Log files are system output files that can help diagnose or track warnings, issues, and problems with the applications. The following provide insight as to what a log file might include. Each log file should be analyzed and treated individually.

LocSvc.log - Reports networking/NIC issues.

DataSvcsSvc.log - Reports problems mainly related to job scheduling of Data Service policies. For example, warnings at startup, no active Vaults, a Vault is not yet registered, or no found jobs to run. When a Vault does start, Data Services Service picks up its jobs to run.

Vault.log - Contains errors, warnings, or informational messages from the VaultSvc. Normally, for every start message you should see a stop message. If there is another start message immediately following the first start message, then the VaultSvc was not properly stopped in its previous run.  “CYA”  messages are informational messages for Phoenix EXP. There is no loss of data, only a warning that the database had to be rebuilt/re-indexed.

Purge When 80Pct Full.log - Log entries report a summary of the Data Service Job (Purge When 80Pct Full) running. Every Data Service policy that runs produces this file with job information. If there are any errors or warnings, it also creates an “.err” version of the same file.