Troubleshooting body-worn cameras in Security Center - Security Center 5.9

series
Security Center 5.9
revised_modified
2020-07-08

Troubleshooting body-worn cameras in Security Center

If you are experiencing problems with body-worn camera (BWC) devices in Security Center, learn about the symptoms, potential causes, and solutions to help you troubleshoot the issue.

Symptoms

Here are the common issues you might experience with a body-worn camera in Security Center. To help you solve the issue, click the error message or symptom that you are currently experiencing.

Configuration file errors for body-worn cameras

If you receive a One or more camera station configuration files are obsolete and must be regenerated for the Wearable Camera Manager role, one or more configuration files for body-worn camera stations contain errors.

Cause

One or more camera station configuration files are obsolete and must be regenerated.

The obsolete camera station configuration file is highlighted in red.

Solution 1

Regenerate one camera station configuration file.
NOTE: Regenerating one file is typically used when the file is obsolete or when you suspect the file has been compromised. Regenerating the configuration file renders all previous instances of the file unusable.
  1. From the Config Tool home page, open the Video task, select the Wearable Camera Manager role, and click the Hardware tab.
  2. In the Camera stations section, select a camera station and click Edit the item ().

  3. Select Generate new configuration file for this camera station and click OK.

  4. Transfer the new .json configuration file to the camera station or the Genetec Clearance™ Uploader.
    IMPORTANT: For security reasons, ensure that the original configuration file is deleted from its original location after it is successfully transferred. For example, C:\Users\username\AppData\Local\Temp\Genetec.

Solution 2

Regenerate all camera station configuration files.
NOTE: Regenerate all is typically used to when the IP address, port, or certificate of the Wearable Camera Manager role has changed. This ensures that all camera stations are able to communicate with the role.
  1. From the Config Tool home page, open the Video task, select the Wearable Camera Manager role, and click the Hardware tab.
  2. In the Camera stations section, click Regenerate all ().
  3. In the confirmation dialog box that opens, click Regenerate all.

  4. Transfer all new .json configuration files to the relevant camera stations or the Genetec Clearance™ Uploader.
    IMPORTANT: For security reasons, ensure that the original configuration file is deleted from its original location after it is successfully transferred. For example, C:\Users\username\AppData\Local\Temp\Genetec.

Conversion warnings for body-worn cameras

Conversion warnings are displayed when evidence files cannot be imported or downloaded.

NOTE: All of these conversion warnings disappear after 2 minutes.

Outside retention period

Cause: The wearable camera user, the Archiver role, or the Wearable Camera Manager role are set to only keep files within a specified retention period, but the Genetec Clearance™ Uploader attempted to import a file outside that period.

Solution: To import older files, the retention period must be extended or the Automatic cleanup option must be turned off. This can be done in Config Tool, from the Archiver's Camera default settings page, the Wearable Camera Manager’s Recording settings page, or the wearable camera user's Recording page.

Error converting resources

Cause: The downloaded file could not be converted because its format is not supported. The downloaded file was copied to the server location specified in the warning message.

Solution: Access the files manually at the location specified in the warning message.

Unable to copy locally

Cause: There was a conversion error and the downloaded file could not be copied to the server location specified in the warning message.

Solution: Check the local disk to ensure that you have enough storage space.

NOTE: A manual intervention is required to recover the file and you must contact Genetec™ Technical Assistance Center.

Failover cannot be configured on Archiver role for body-worn cameras

When failover is configured on the Archiver role that is used by a Wearable Camera Manager role, you receive an Archiver cannot have failover when using wearable cameras warning message.

Cause

Failover and redundant archiving are not supported on Archiver roles used for wearable (or body-worn) cameras.

Solution 1

Change the default Archiver role assigned to the Wearable Camera Manager to one that does not have failover configured.
Best Practice: We recommend using a dedicated Archiver for wearable cameras.
  1. In the Config Tool home page, open the Video task and select the Wearable Camera Manager role.
  2. Click the Properties tab and click Show advanced settings.

  3. From the Default archiver drop-down list, select an Archiver that does not have failover configured.
  4. Select or enter the port that you require.
  5. Click Apply.
    IMPORTANT: You must generate new configuration files for your camera stations after changing these settings. See Configuration file errors for body-worn cameras.

Solution 2

Assign a different Archiver to the wearable camera user in the Area view task.
  1. In Config Tool, open the Area view task.

  2. Select a wearable camera user () and click the Properties tab.
  3. Under Advanced settings, select the Archiver and the Linked camera from their respective drop-down lists.
  4. Click Apply.

Body-worn camera port is already in use

The Wearable Camera Manager role is currently offline because the port is already in use. To resolve this issue, change the port specified in the Wearable Camera Manager role.

Cause

The Wearable Camera Manager role cannot open a connection on the specified port because the port is already in use.

Solution

  1. In Config Tool, open the System task and select the Wearable Camera Manager role.
  2. Change the specified port in the Wearable Camera Manager role Properties tab.
    IMPORTANT: You must generate new configuration files for your camera stations after changing these settings. See Configuration file errors for body-worn cameras.

Archives report for body-worn camera is empty

The Archives report in Security Desk is empty. This occurs when the download or upload process times out.

Cause

This issue can be caused by one or several of the following:
  • Download processing issues when copying from camera to download folder location.
  • G64 file conversion processing issues.
  • G64 file conversions in progress.
  • Upload processing to Security Center archive times out.

Solution

  1. In the Genetec Clearance™ Uploader event logs, check that the files were downloaded.
  2. In Security Desk check that the downloaded files are in the archives folder.

    For example, C:\VideoArchives\Archiver\0000166\2018-02-26.

  3. If you see .G64 mentioned in the archives folder file path, wait a few minutes.

    The role needs time to convert the files so that the Archiver can read them.

  4. If the Archiver is still empty or unresponsive, do the following: