Camera retrieving old image and incorrectly stating it is live when it is down

MIP
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1

We have a camera that we can confirm is down for over 24 hours, we attempt to connect to it via the protocol methods and get an image from it and we get an image from 24 hours ago and the Milestone methods telling us what we interpret as there being no issues with the camera.

When using the GetCurrentDeviceStatus method we get the following response{

‘CameraDeviceStatusArray’: {

'CameraDeviceStatus': \[

  {

    'Time': datetime.datetime(2024, 6, 6, 15, 48, 30, 661655, tzinfo=<isodate.tzinfo.Utc object at 0x00000223CD7BBF50>),

    'DeviceId': 'b83307c9-53ea-498e-819f-0112eebbce9e',

    'IsChange': False,

    'Enabled': True,

    'Started': True,

    'Error': False,

    'ErrorNotLicensed': False,

    'ErrorNoConnection': False,

    'Recording': False,

    'DbMoveInProgress': False,

    'ErrorOverflow': False,

    'ErrorWritingGop': False,

    'DbRepairInProgress': False,

    'Motion': False

  }

\]

},

‘InputDeviceStatusArray’: None,

‘OutputDeviceStatusArray’: None,

‘MicrophoneDeviceStatusArray’: None,

‘SpeakerDeviceStatusArray’: None,

‘MetadataDeviceStatusArray’: None,

‘EventStatusArray’: None,

‘HardwareStatusArray’: None,

‘ConfigurationChangedStatus’: None

}

And when we go to get an image from the camera (because we are presuming it is live) we use the command that typically works with “sendinitial” set as “no”. We get an image and it is from yesterday. When we look at the live packets for this camera, we see that the status for status-id=5 the value is “0” indicating that there is no problem with the connection between this camera and the recording server.

Could you please tell us what we are doing wrong? We are certain this camera is down and would like to have a way to be able to tell, using protocol integration methods, that this camera is in fact down.

Thank you,

2

Have you considered the simplest explanation for your observation? What I am thinking is that the camera is working perfectly and streaming video, but there is no recording.

Recording is governed by rules and the default is to record on motion. You might have other rules, but please investigate. For a test you could make a record always rule.

One indication that I could be guessing the right explanation is the GetCurrentDeviceStatus .. ‘Recording’: False,

If your integration only find video from yesterday but the Smart Client find video an hour ago then my explanation does not fit. Let me know what you find.

3

Hi Bo, this is how it looks in Milestone Corporate. This is a camera that was previously working that is now showing “no video”. We are not attempting to pull from the recordings and it is not a question about the recordings rather, why is the status, as shown above, the one listed indicating that XProtect lists this camera is “live” when it is not.

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Thank you

4

(Yes, I did misunderstand parts of your question, I hope I now understand the situation better.)

In the screen capture there is a small yellow triangle, this means that there is an error. The Management Client gets the information that there is an error by using the Recorder Status Service.

This means that what you observe is a mystery. I would like you to first double-check that it is the same device by the ids.

If you still observe the same I am thinking if you can list a little more code on how you use the RecorderStatusService2.GetCurrentDeviceStatus .

5

Not quite sure what information I can provide about the service.

We use the WSDL at recorderstatusservice/recorderstatusservice2.asmx at the IP address of the recording server to create the soap service then call the GetCurrentDeviceStatus service using the login token and the device ID of interest. It outputs the information I pasted above.

Please let me know what other information we can provide.

Thank you,

Daniel

6

Would it be possible for a Milestone employee to log in to this site to collect information?

7

I would like you to first double-check that it is the same device by the ids. If you in the Management Client, on the Camera, hold down Ctrl while you switch to the Info tab then a new text box will appear in the top it says “Id and primary table”, does it hold the same GUID as the answer from RecorderStatusService2.GetCurrentDeviceStatus?

(Perhaps as a test do a GetCurrentDeviceStatus where you ask for this one GUID only.)

It might be possible for me or a colleague to log into the site. It will require that you create a Support case. Please refer to this forum thread when you create the support case on the partner portal.

8

Hi Bo,

The ID is the same through the API as it is in the Management client. In case it is helpful this is an interconnect site where the camera is down on the interconnect site and the screenshot I showed above is from the management client of the Milestone Corporate where we access this interconnect site from.

I will create a support case in the meantime, thank you

9

This is interesting.

I don’t know if you are aware but the Id for the camera will be different in the two sites.

If you use the Management Client (MC) of the parent site, does the camera report an error or not?

You have to make sure the information is from the same site, that the MC and the GetCurrentDeviceStatus is actually from the same site.

If you have a interconnected site where the camera shows error in MC, but in the parent (interconnector) site it doesn’t show error, then I guess that is an issue, but then I would troubleshoot that directly, leaving out the complexity of the development of integrations, then this is a question suited for the Milestone Support Community.

https://supportcommunity.milestonesys.com (-or a Support Case (where you can get both regular support and developer support.))

10

I am getting this page https://www.milestonesys.com/Error when I go to sign in to the Milestone Partner Portal…

11

Hi Bo,

We confirmed that the ID we are using in the command and the one that is shown in the Milestone Management Client is the same, like you previously asked. We confirmed with the end user that the status of the camera is down at the local site and we showed you the image of the status in the corporate site where the status is shown with the yellow triangle. The camera is down and the response we showed you is with the IDs of the camera.

I have filed a ticket with the support

https://supportcommunity.milestonesys.com/s/question/0D5bH00000FwBgMSAV/camera-retrieving-old-image-and-incorrectly-stating-it-is-live-when-it-is-down?language=en_US

Thank you

12

I am sorry, but a question in Support Community is just as public and we cannot exchange information like how I can connect and see you site. I have asked colleagues in the Milestone Support in the US (I sit in Copenhagen) to reach out to you so that a Support Case gets made. A Support Case is not public and gives a better chance for me and rest of support to help.