If the Archiver role is offline (icon is red), check whether the server that is hosting the Archiver role is online and operational. To help you troubleshoot this issue, learn about its possible causes and their respective solutions.
Host server is offline
Description of cause: The server hosting the Archiver role is offline (server icon is red in Config Tool). To check the status of the server, open Config Tool, and then click .
Solution: In Windows Services, ensure that the Genetec Server service is running on that server. If the service is running, make sure that the expansion server has connected successfully to the Directory. If the server fails to start, troubleshoot the server issue.
Incorrect NIC priority
Description of cause: The priority for the network interface cards (NIC) is incorrect. The order in which the NICs appear might be incorrect in either the network settings in your Windows Control Panel or in the Network View task in Config Tool.
To check the NIC priority, open Config Tool, and then click .
Solution: In both your Windows Control Panel and Config Tool, make sure that NIC used for the Genetec Service appears at the top of the list of network interface cards.
Archiver ports are closed
Description of cause: The ports used by the Archiver role might be either closed or in use by other applications.
- Using Telnet Client, open the command prompt as administrator and enter the following command: telnet <IP address> <port number>. For example, if your IP address is 172.10.10.10 and you want to check port 4502, enter: telnet 172.10.10.10 4502. To enable Telnet Client, in Windows, click , and then select Telnet Client from the list of features.
- Using Powershell, open the command prompt as administrator and enter the following command: tnc -computer name (IP or DNS name of the server) -port (port number)
Solution: Make sure that the Archiver role's ports are open and not in use by other applications. For a list of required ports used in Security Center, click here.
Antivirus or firewalls are blocking communication
Description of cause: Your antivirus or Windows firewall is obstructing communication between servers.
Solution: Check that your exceptions or exclusions are properly configured for your antivirus and firewall:
- For information on how to check your antivirus configuration, see Best practices for configuring antivirus software for Security Center.
- For information on how to check your firewall configuration, see Best practices for configuring Windows Firewall for Security Center.
System process or application is affecting Archiver role
Description of cause: A Windows process or application is negatively impacting the Archiver role. If this is the case, there might be Archiver-related errors in the Windows event logs or dump files that have been created.
To check the Windows logs, open the command prompt as administrator and enter the following command: eventvwr.msc. Make sure to check application, system, and Genetec event logs. To check whether dump files have been created, open C:\Program Data\Genetec Security Center [5.x], and then open the Dumps or Logs folders.
Solution: Contact technical support and provide the event logs and dump files.
Host server has low disk space
Description of cause: The server hosting the Archiver role is running out of disk space on its C drive. Low disk space can have negative effects on your server's performance and cause processes to falter or fail.
Solution: Free up disk space on the server's C drive and restart the Genetec Server Service. Make sure that the archive database, backups, and logs are not on C drive.
- For information on how to change the location of your archive database and logs, see Archiver: Resources tab.
- For information on how to change the location of your Archiver logs, see Change where the Archiver logs are saved.
High CPU or memory usage on host server
Description of cause: The CPU or memory of the server hosting the Archiver role is overloaded. Using the Task Manager, check whether the machine is running within the Security Center specifications. To check CPU and memory usage, open the command prompt as administrator and enter the following command: taskmgr.
- Make sure that the server is set up according to the Security Center specifications.
- Investigate processes and applications that use the most CPU or consume excessive amounts of physical memory (RAM). Consult the vendors of the respective applications or software, if required.
- Close all unwanted applications that might affect CPU and RAM usage.
Archiver.gconfig file corrupted
Description of cause: If the Archiver role is offline but the Genetec™ Server service is running on the host server, the Archiver's .gconfg file might be corrupted or missing.
- Log on to Server Admin and select the server hosting the Archiver role.
- Click .
- Move the corrupted file to another folder and keep it as a backup.
- Create an Archiver role on the same server and use the same database. Make sure that the new role has the same retention period as the old role.
- If the new Archiver role connects, move the video units from the old Archiver role to the new one, using the Move Unit tool in Config Tool.
- After the video units have been moved, deactivate the old Archiver role and wait until its retention period is done before deleting it.