[KBA-76510] Archiver processes time out and restart intermittently in Security Center 5.5 and 5.6 - Security Center 5.5 GA - 5.5 SR5 CU3 | Security Center 5.6 GA

series
Security Center 5.5 GA - 5.5 SR5 CU3 | Security Center 5.6 GA
revised_modified
2017-05-01

[KBA-76510] Archiver processes time out and restart intermittently in Security Center 5.5 and 5.6

This article explains why the Archiver processes might time out and restart intermittently in Security Center 5.5 and 5.6, affecting live video streaming and recording .

Summary

In all current versions of Security Center 5.5 (5.5 GA to 5.5 SR5 CU3, inclusively) and in Security Center 5.6 GA, the Archiver processes time out and restart approximately every 25 days. This issue affects live video streaming and momentarily interrupts video recording.

Symptoms

When the Archiver processes restart, you might notice that the Archiver role and all of its cameras briefly turn red. You can view related error messages in the Event Viewer as follows:
  1. Right-click the Windows Start icon and select Event Viewer.
  2. Press the Windows key+R and type eventvwr.
  3. Click OK.

In the Event Viewer, the following errors appear:

  • GenetecArchiverAgent32.exe (Security Center 5.5 and 5.6)

  • GenetecVideoUnitControl32.exe (Security Center 5.6)

Following these errors, a Security Center memory dump is created in C:\Program Files (x86)\Genetec Security Center 5.x\Dumps, as shown in the following image:

Cause

A change in the code.

Workaround

Do one of the following:

  • Upgrade your entire system (all servers and client machines) to Security Center 5.5 SR5 CU4 or to Security Center 5.6 SR1, depending on your current version.
  • Install one of the following hotfixes on the Archiver only:
    • For Security Center 5.5 SR5 CU3, download the hotfix here.
    • For Security Center 5.6 GA, download the hotfix here.
    Best Practice: After you have applied the appropriate hotfix for your version, clear the dump files found in C:\Program Files (x86)\Genetec Security Center 5.x\Dumps.