MSC2137031 / Gallagher issues after upgrading to XProtect 2023 R3

MIP
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1

Hello,

I opened a support case, MSC2137031, but was advised by the support representative to also post the issue here.

Our customer had updated to 2023 R3 about a year ago.

Ever since, the integration between Gallagher and Milestone has been broken.

This integration pulls video feed in from Milestone into the Gallagher Command Centre client.

We have exhaustively tested and troubleshot this issue with Gallagher support and development team for a year now.

After extensive and detailed troubleshooting, and several custom versions of Gallagher’s integration, they have now stated that it is an issue on Milestone’s side, rather than theirs.

They recently provided us with a “Video Viewer” tool. At this time, I am unsure if this was provided by Milestone, or created by Gallagher’s team. Either way, it appears to be using MilestonePSTools to function.

This tool fails to load the video on the workstation as it should.

The smart client works perfectly fine and all cameras/footage is perfectly viewable.

Both the Video Viewer and the Smart Client can be running side by side attempting to pull the same camera. The smart client pulls it fine, but the video viewer times out.

Gallagher’s support says this is related to the Milestone SDK, which is also how their integration functions. They claim that once the SDK allows the video to be pulled properly, the integration will begin working again.

This issue has now been reported across 3 of our customers after upgrading beyond 2021.

2

If Gallagher think the MIP SDK isn’t working correctly they should open a support case with Milestone, please kindly ask them to so so.

If an integration breaks it is the developing partner who is responsible for the end-user support, the developing partner will then get support from Milestone if they think the MIP SDK is not behaving as intended. This is the basis for all partner solutions and all our cooperation with developer partners.

I know the Video Viewer, it is a sample provided by Milestone, and as such part of the MIP SDK. It would be interesting if the sample logs any errors. What version is the sample? What version of the MIP SDK NuGets is it built with?

I suggest on the support case you provide log files (from [C:\ProgramData\Milestone\MIPSDK)](file:C:/ProgramData/Milestone/MIPSDK)) and provide a zipped copy of the Video Viewer you have from Gallagher. Then the colleague that handles the case can escalate it to me. But please ask Gallagher to open a support case with me / Milestone Support.

3

Bo,

Thanks for the reply.

As requested, I have uploaded the logs (from our Gallagher case) to the link that Milestone support provided, as well as the Video Viewer tool we used as part of the case.

I reached out on our Gallagher case and shared this message requested that they get into contact.

Thanks