Troubleshooting

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The following are frequently asked questions and common issues that you may come across during the course of using SoleraTec's Phoenix RSM. 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

Issue

Possible Causes

Cannot see my Vaults?

 

Check that the Surveillance Feature is enabled and the NAS is running.
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 - 224.0.23.160, 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.

Camera Issues

Issue

Possible Causes

My camera connection fails.

I cannot live view the camera.

I cannot test view the camera.

“Live View” must be checked in Camera Configurations to allow access by Live Viewer.
Check that the camera is powered and configured according to manufacturer’s recommendations.
Check that the camera has a valid static IP address configured.
Check that the camera is not blocked by a local or remote firewall.
Validate that the camera IP address, manufacturer, model, user name, and password settings are correct in the Camera Configurations.
Validate the RTSP URL using VLC Media Player.
1.Once installed, go to Start > All Programs > VideoLAN > VLC media player.
2.In the VLC media player Media menu, select Open Network Stream.
3.Type the RTSP URL and click Play. Verify a connection. If there is no connection here, check the camera.
Ping the IP address to verify connectivity.
1.Go to Start > All Programs > Run.
2.In the Run window type cmd.
3.In the command prompt window, type ping <camera IP address>, and wait for a response. If no connection, the camera may be off.
If remotely connected to a computer, video may not play correctly.

All of my camera configurations and recording policies are missing.

Check that the NAS is running correctly.
Has the NAS been “factory reset” or storage re-initialized?  Must recreate configurations.
Were they manually deleted?

My camera is not recording.

Camera does not exist in Camera Configurations.
Camera is not enabled in Camera Configurations.
Recording policy is not enabled in Camera Policies.
Recording computer selection is not valid in Camera Configurations.
No license.
License is expired.
See resolutions for “Connection fails” above.
The NAS has run out of storage.

My cameras do not show up in a camera search.

Camera is not powered on.
Camera is not connected to network.
Camera is not configured per installation instructions.
Auto discovery is not enabled on camera.
Camera does not support auto discovery.  Must enter IP address manually.

My camera video is poor quality.

Camera is low quality.
Camera is configured to high compression.
Camera is configured to small frame size.
Lighting is insufficient.
Camera is malfunctioning.

How do I install camera drivers?

Camera drivers are not required.

I removed and replaced my drives, now my cameras are not recording and my video is not playable.

Vault has marked the drives as being offline.  You must reload all media.
1.Open Vault Admin.
2.Expand Media tree item.
3.Right-click on each media and select “Reload Media”.

My camera is not viewable in Live Viewer when using “Remote Desktop” or VNC.

Video is not always playable through remote connections because of hardware considerations.  Try another tool such as “Log Me In”, or “Team Viewer”.

How do I know if my camera is recording?

Wait 10 minutes and do a video search using “Surveillance Video Manager”.
Check that there are no yellow warning triangles in Camera Policies or Camera Configurations.
Check the LCD panel on the NAS for an error condition.
Check the NAS Web UI for an error condition.
Check the log files (Advanced user only).

Asterisks in the camera list.

Camera is not active and is ready to be configured.

My applications and camera stop functioning after a change.

Check network and DHCP settings. Applications may not work if there have been any network or DHCP changes.
Each Vault should be assigned a static IP address.
Check IP network camera connectivity and active status if Camera Policies stop working.

How does my software handle camera connections?

Video is streamed to the recording server when the camera is scheduled to record.  Video is also streamed directly from a camera to any Live Viewer session which is watching that camera.

Not seeing the date and time from the camera manufacturer.

Log into the camera's management utility to 'enable' the date and time stamp overlay. Phoenix RSM relies on the network IP camera to superimpose the date and time onto the recorded video.

Thumbnails do not generate with my camera.

Disable the audio setting (if it has audio). Some older cameras do not correctly stream video and audio together.

Forgot camera password on the wizard.

Check with your camera’s user manual for password setting or for resetting the camera.

Video freezes in low light conditions.

Set the Live Viewer video stream delay value to a larger value to prevent the image from freezing, especially on slow frame rate high definitions cameras.
1.Open Live Viewer
2.Select camera view frame.
3.From the Tools menu, select User Preferences.
4.From the Video Stream Delay drop-down list, select a larger value, such as 700ms or greater.
5.Click Save.

Video Issues

Issue

Possible Causes

I am running out of NAS storage for video.

Default Data Service Policy purge named “RemoveOldVideo” has been disabled or deleted.  Either enable it or create a new purge policy.
Other NAS applications are using up storage.  Install another NAS to store more surveillance video.

My search results thumbnails look like a “fake picture”.

Thumbnails are disabled in recording policy.
Video from camera is not in a supported format.

When I export video, why can’t I play it?

Video format is not supported by your video player.  Try VLC.
Video is corrupted from camera.

Cannot see thumbnail or low resolution companion/proxy video.

Ensure the Generate low resolution proxy and Generate preview image options are selected In Camera Policies, on the Processing tab.
Ensure the Generate low resolution proxy and Generate preview image options are selected from the Camera Policies window > Tools menu > User Preferences.

My export procedure does not complete to 100%.

Ensure you have proper versions of VLC or QuickTime on your computer. When exporting a video segment (or "Clip") that spans a number of video files from storage, one of the final steps in the export procedure is "stitching" the segments together. The Export process gets close to 100%, but then fails.

Search Issues

 

Issue

Possible Causes

My search results do not populate with video?

Ensure a correct camera is selected in the Search Criteria pane.
Try searching without selecting a camera.
Other search options are selected which do not match any video or cameras.  Clear all of these selections and search again.
Try closing the application, restarting, and then press Search.
Ensure the camera has a recording policy configured.
Ensure the created camera policies are saved. Go to the Camera Policies application to view the policies.
Check the parameters associated with the camera policy.
Is the camera configured to record video for the times you are searching?
The NAS is not running.
The NAS is not properly licensed.
A firewall is blocking access to the NAS.
Times on NAS, cameras, and desktop computers are not synchronized.

Cannot find or add metadata.

Metadata search options appear in Camera Policies and SVM only if there is a MetadataExtensions.cfg file in <install directory>\Config
Ensure that the MetadataExtensions.cfg file is on every computer where it would be modified.
Look in documentation for instructions on creating the needed files.

How do I tell if export extensions are running?

The extension is a piece of user code that is invoked when exporting files. It could be a shell script, Perl script, compiled program, built in utility or something similar.
1.Develop and debug your script in a standalone environment. Run it from a terminal or command prompt before integrating it with SVM.
2.The script should send logging to the screen or a file. At the least, it should log any input parameters to a file so you can see if it is running correctly or at all.
3.Try running a simple alternative program from SVM to see if the framework is set up correctly. It could do something as simple as echoing text to the screen, or touching a file.
4.Many times problems are path or permission related, especially if the extension script is developed on a different machine than the final target. Make sure your script is in the Phoenix RSM Bin directory and has execute permission. Ensure Perl or Python are installed (if needed), and the path to find them is set up correctly.

 

Media Issues

Issue

Possible Causes

With SAN or NAS, my media goes offline.

Your SAN or NAS may have become unavailable.  When this happens, the Phoenix RSM 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

Issue

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 RSM 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

Issue

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 RSM 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 RSM 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

Issue

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 RSM. 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.

<policy>.log - A Camera Policies log file, summarizing information which only shows video being sent to the Vault.

<policy>.err - A Camera Policies log file, showing any problems with sending video to a Vault.

<policy>_capture.err - A Camera Policies log file, displaying any problems capturing video from a camera.

If the .err files contain repeating sequences of errors at regular intervals, that would indicate an on-going error. Otherwise, the errors most likely corrected themselves