Troubleshooting: Cameras are not recording - Security Center 5.6

Security Center User Guide 5.6

series
Security Center 5.6
revised_modified
2019-10-09

If you cannot record video, or there are missing video archives or gaps in the archives, you can try to determine the cause of the issue.

What you should know

If you can view live video from a camera but cannot record video, it might be due to the recording mode of the camera, the Archiving schedule, the Archiver role database, or even your CPU usage.

Some of the ways you can tell if the camera is not recording are the following:
  • If you are viewing live video, the recording status of the camera is indicated in the lower-right corner of the tile. If the status indicates , the camera is currently not recording.
  • You are trying to view playback video, but there is no video available for the date and time you selected, and you know that there should be.

If you do not have access to both Security Desk and Config Tool you will not be able to perform every troubleshooting step.

Procedure

  1. Make sure the unit is supported by Security Center, and that it is running the certified firmware.
    For a list of video units supported by Security Center, see the Supported Devices List.
  2. Verify the camera recording type to make sure the camera is set to record video on the correct schedule, as follows:
    1. In the Config Tool Video task, select the red camera.
    2. Click the Recording tab.
      • If the Recording settings option is set to Custom settings, then check that all the recording settings are correct, and then click Apply.
      • If the Recording settings option is set to Inherit from Archiver, then continue with the next substep.
    3. In the Video task, select the Archiver.
    4. Click the Camera default settings tab.
    5. In the Recording modes section, make sure the Archiver is set to record on the right Schedule, and that the recording Mode is not set to Off.
  3. If the camera recording mode is set to On motion/Manual, then make sure the motion detection settings are configured properly, as follows:
    1. In the Config Tool Video task, select the red camera.
    2. Click the Motion detection tab.
    3. Verify the motion detection settings.
      For more information about motion detection settings, see the Security Center Administrator Guide.
  4. Check the status of the Archiver role database, as follows:
    1. In the Config Tool Video task, select the Archiver.
    2. Click the Resources tab.
      • If the Archiver database status is Connected, go to the next troubleshooting step.
      • If the Archiver database status is Disconnected or Unavailable, continue with the next substep.
    3. Click Create a database ().
      CAUTION:
      Perform this step at a non-crucial time, since all the units connected to the Archiver will temporarily go offline. Give the database a new name. Do not overwrite the existing database, or your video archives will be deleted.
      NOTE: When you create a new database, the video archives from the old database are no longer included in Security Center searches, and will not be deleted by automatic database cleanups.
    • If the camera can record using the new Archiver database, you can continue to use the new database.
    • If the camera is still not recording, revert back to the original database, and continue with the next troubleshooting step.
  5. Check how much disk space is available for archiving, as follows:
    1. In the Config Tool Video task, select the Archiver.
    2. Click the Resources tab.
    3. In the disk information table, make sure the Min. free space value is at least 0.2% of the Total size value.

      The Min. free space is the minimum amount of free space that the Archiver must leave untouched on the disk.

    4. If the Min. free space value is less than 0.2% of the Total size, click on the value, and then increase it.
  6. Check for Archiving stopped and Recording stopped events that occurred on your system.
    In Windows on the server where the Archiver role is running, open the .log files, located in C:\ArchiverLogs.

    If there are Archiving stopped or Recording stopped events in the Entry type column, restart the Genetecâ„¢ Server service, as follows:

    1. Open your Windows Control Panel.
    2. Click Administrative Tools > Services.
    3. Click the Genetec Server service, and then click Restart.
  7. Check for Transmission lost and RTP packets lost events that occurred on your system.
    In Windows on the server where the Archiver role is running, open the .log files, located in C:\ArchiverLogs.
    • If there are many Transmission lost and RTP packets lost events in the Entry type column, then it might be a CPU usage or network issue. Continue with the next troubleshooting step.
    • If there are not many Transmission lost and RTP packets lost events, then skip the next troubleshooting step.
  8. Check your CPU usage, as follows:
    1. Right-click in the Windows taskbar.

      The Windows Task Manager opens.

    2. Click the Performance tab, and make sure the CPU Usage is not over 60%.

      If the CPU usage is over 60%, restart the server, and consider adding more CPU to the server.

    3. Click the Networking tab, and make sure the network Link speed is not over 300 Mbps.
  9. If you are only experiencing recording problems with one video unit, try the following:
    1. In the Config Tool Video task, right-click on the red video unit, and then click Delete.
    2. In the confirmation dialog box that opens, choose if you want to keep the video archives from the unit.
      The video unit is removed from the Archiver.
    3. Add the video unit.
      For more information about adding units in Security Center, see the Security Center Administrator Guide.
  10. If you still cannot record video on the camera, contact Genetecâ„¢ Technical Assistance.