Hi there, I’m using Milestone XProtect Smart Client 2014 v9.0b, and I’ve never had a problem exporting video until now. Now whenever I try exporting any video regardless of the length or time stamp, it fails and when clicking on the details button it says the following:
“No data is available in the selected time range”
The time range is correct, the video is there an saved, but no matter what I’ve tried, it just keeps failing. Can someone offer some advice?
Thanks in advance.
Roberto Taylor
Does it make a difference whether you export in Milestone format or AVI or MKV format?
Does it make a difference where you export to? Try your own documents folder, make sure there is disk space.
Is the Smart Client workstation own clock correct? (including date and time zone.) (Is it in sync with the server?)
Do you see this other workstations? Do you see this on multiple / all cameras?
Hi Bo,
- I have tried exporting in different formats with the same outcome.
- I have tried changing the export location with the same outcome, and there’s plenty of disk space.
- The clock on the Smart Client station is correct and in sync with the server.
- I have the only workstation with the Smart Client installed, and I do see the problem with any of the 40 cameras we have.
Thanks for your help.
One Idea I think could explain this. The user has he been set up with the right to export on the cameras?
If you use a user with all rights (like in the Administrators role) do you see the same?
If that is not it I would really like to find out if the server or the Smart Client is to blame, if possible please run another Smart Client in another PC, see if the issue is the same. If that is not where you have the one Smart Client then try to run the Smart Client in the server.
Hi Bo and Milestone tech support,
Did you found the solution to your problem?
I have the same problem on my side. I’ve tried the following:
- The XProtect Essential video server is version 10.0a running on a virtual machine
- The virtual machine is running Windows 7 pro with 6 GB of RAM
- I tried to export with SmartClient 2016 R3 on a computer #1 with Windows 10; it fails all the time but it used to worked once in a while
- Installed SmartClient 2016 R3 on a compuer #2 with Windows 10; it has worked the first time
- Installed SmartClient 2016 R3 on a compuer #3 with Windows 7; it fails all the time
- Can’t use SmartClient 2016 R3 on the server that runs the server because it is a virtual machine and SmartClient complain about it
- I have noticed that the hard faults/sec on the computer running the server increase by a factor of 10 once I start to export from a different computer. Even if the export terminate as failed, the hard faults/sec stays very high.
- If I restart the image server service, the hard faults/sec returns to normal with periodic spikes. That doesn’t fix the export problem.
- If I restart the image server service and the recording server service, that doesn’t fix the export problem.
- I have rebooted the virtual machine and increase its memory to 8GB; that doesn’t fix the export problem and the hard faults/sec is still very high after.
Any suggestion?
I might have found the sequence to reproduce the problem and a sequence to get around the problem.
First, the problematic sequence is :
Click Export
Click Add Item
Select a camera
Change the start time and click Go to
Change the end time and click Go to
Click Start export
The good sequence is :
Click Export
Click Add Item
Select a camera
I move the time bar [ ] under the small video window to change the time; I can see the video changing while doing this. I try to be as close as possible to the window of time I want to export
I fine tune the start time and click Go to
I fine tune the end time and click Go to
Click Start export
In the good sequence, I have noticed on the server computer that the hard faults/sec returns to normal after the export
I’ve done 6 good export in a row without any problem with the good sequence.
I’m still experiencing this issue, and it seems to be sporatic, no matter which sequence I choose. This morning I was able to export about 6 videos, but now they just keep failing no matter what I try.
The error message reads “No data available in the selected time range.”
I was exporting using the Smart Client that is installed on the camera server, as I’m still not able to export video from my remote computer. This is very frustrating as I need to get some additional video to our local police department because we had some things stolen.
I would like to add some info for this post. In my situation “No data is available in the selected time range” error is when device is offline. In my case Axis camera was broken and I could not export video.
My workaround was to take different Axis camera an replace hardware in Milestone. So then exporting worked fine without any problem.
In need to mention that i’m using Milestone Corporate 2019R1 (server and client)