[KBA-73704] Video files recorded to disk do not play or appear in the search results of Security Desk’s Monitoring and Archives tasks - Security Center 5.4 GA, SR2, SR3

series
Security Center 5.4 GA, SR2, SR3
revised_modified
2016-06-30

[KBA-73704] Video files recorded to disk do not play or appear in the search results of Security Desk’s Monitoring and Archives tasks

This article explains why, starting after midnight of a certain day, video recordings might not play or appear in the search results of Security Desk’s Monitoring task and Archives task.

Symptoms

Recently recorded video does not appear in the search results of Security Desk's Monitoring task and Archives task. Instead, a black timeline and the message No recorded video at this time appear in the tile, and the last video archive that you can find stops at midnight of the previous day or earlier.

Cause

A Recording Stopped event with an invalid timestamp has been inserted in the Archiver's database, preventing Security Desk's queries from returning the proper archive results. This database error can happen at any time during the day, but it will not be evident that something has happened until after midnight, at which point you will not be able to find the affected videos in Security Desk's Monitoring task or Archives task.

Workaround

  • Use the Genetec™ Video Player to play the affected G64 video files directly from the storage disk.
  • If newly recorded video is affected and cannot be queried or played, restart the Archiver role to insert a Recording Started event in the Archiver's database. Restarting the Archiver role ensures that future recordings can be queried and played through Security Desk's Monitoring task and Archives task.
  • Contact the Genetec™ Technical Assistance Center (GTAC) if you require a fix for the invalid database entries caused by this issue.

Status

This issue is addressed in Security Center 5.4 SR3 CU1. Contact the Genetec™ Technical Assistance Center (GTAC) for details.