GOTO endpoint returns no images from AXIS BWC

MIP
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1

We have an installation with XProtect Professional+ 2022 R2.

The cameras are Axis BWC.

The call is the following;

"<?xml version =\\"1.0\\" encoding=\\"utf-8\\"?>

1

goto

1663939489000

50

no

\r\n\r\n"

The response header is the following:

RequestId = 1

Prev = 0

Current = 0

Next = 0

Content-length = 0

Content-type = application/x-genericbytedata-octet-stream

All other installations work as expected.

Please advise.

P.S. According to the customer there has been a recent W800 firmware update.

From the 2 locations affected, the first location has FW version 10.12.58, and the other one FW version 10.12.67

Please let me know as soon as possible. The installation is at a very important customer of ours.

Thank you very much in advance.

2

If we remember correctly, Axis BWC was utilizing edge storage. If so, the video footage needs to be retrieved, please verify that the video footage is retrieved.

3

Hello Rie,

The video footage is retrieved. The video can be played using the smart client on the local machine. Clip requests for the same time frame succeed.

I sent a clip request for 1 hour, received back a clip, and a subsequent request for images for the same time frame still returned no images.

We have in-house BWC that return images successfully.

There are other BWC installations in the field that don’t have this issue.

Is there something in the AXIS or Milestone configuration that could have caused this?

I compared the Milestone recording server settings on our in-house NVR and the customer’s NVR but found no differences.

4

Please find uploaded log files from AXIS Body Worn Manager. Hope this helps.

5

Please find uploaded Devices Configuration Report from Milestone Management Server from one of the locations affected.

Please let me know if there is any additional information that I can provide.

339×480 7.75 KB

6

Please let me know if there are any updates on the investigation of this issue.

Thank you very much.

7

Normally, if Smart Client works fine and see image on viewitems, then you should get image via above code same as Smart Client because they are the same.

So, this issue is a big mystery for us. Smart Client works fine and the integration works on your site but not in your customer’s site.

One thing: please make sure to use the correct Recording Server address in your integration.

We have no clue about AXIS BWC logs from AXIS Body Worn Manager, so please ask Axis about it.

8

Hi Rie,

Our code is using the correct Recording Server address for both clips (working), and images retrieval (currently not working at two locations only). All other field installations and in-house test server work as expected.

Thank you very much

9

Smart Client is using ImageServer protocol, so it is the same way that you have tried to see images via BWC. This means, if it is possible to see image via Smart Client, you should see image via your methods also.

We think, we should clarify where would be the issue, ImageServer protocol or BWC. Can you please verify to see image when you use another camera? If you can see image using another camera (not BWC), then the BWC might have the cause of the issue.

10

Hi Rie,

According to Axis support, the issue is related to BWC not having a DHCP reservation in both locations affected by this issue. We have contacted the customer IT to address this.

Do you believe this could cause the image retrieval not to succeed?

Thank you very much.

11

If Axis support say that retrieval malfunction on some sort of network issue, I think I would trust them on that, after all Axis developed Axis BWS.