PTZ actions are not performed on camera even though the PTZ commands are successful

MIP
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1

Hi,

We have written a PTZ service in c# using the samples available on Milestone github pages. We were successfully able to perform PTZ on cameras using this service.

However, when we tried to perform PTZ yesterday, we noticed that the cameras were not moving even though the PTZ commands were successful in the PTZ service. We did not observe any error logs.

What could be the reason for this? We have not upgraded milestone xprotect version or have made any changed to the Milestone setup.

Milestone version: XProtect Corporate 2022 R2

Let me know if you need anything specific from my side.

2

Have you seen the same issue on Smart Client (not the application)? If so, it could be a general issue. In that case, please ask again in the support community, you should get better help from the partners using the support community.

https://supportcommunity.milestonesys.com

If you see the issue only from your application, then please get back to us.

3

@Rie Kiuchi (Milestone Systems)​ Hi, I think we are able to reproduce this. We create a user in Milestone and did not give it permission to perform PTZ. We also verified this in smart client as ptz options were disabled for this user. However, we are able to send successful PTZ requests from the SDK to the milestone server and we get a success response as well BUT that camera does not actually move.

Do you think its a bug in the SDK or we are missing something? let me know if you need to see the source code for PTZ using the milestone sdk. its pretty standard and we have referred to the various articles from milestone itself.

Camera is moving when we use a user who has PTZ rights both from smart client as well as the SDK

4

@Rie Kiuchi (Milestone Systems)​ we also noticed following logs:

log file location -

[C:\ProgramData\Milestone\XProtect](file:C:/ProgramData/Milestone/XProtect) Recording Server\Logs\WebServer.log

 
 
 
2023-08-02 16:30:01.143+05:30 [    77] WARNING    - SOAPRequesthandlerBase.HandleRequest: SOAP exception, SOAP fault: <?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"><soap:Body><soap:Fault><faultcode>soap:Server</faultcode>
 
<faultstring>Manual Ptz control not allowed</faultstring>
 
<detail><ErrorNumber>40295</ErrorNumber><SubErrorNumber>60</SubErrorNumber></detail></soap:Fault></soap:Body></soap:Envelope>

These msgs are logged during the time I was testing with the user who did not have PTZ rights.

5

Thank you for the reply, may I ask you one more thing?

Can you please test this PTZ Preset sample https://doc.developer.milestonesys.com/html/index.html?base=samples/componentsamples/ptzandpresets/readme.html&tree=tree_2.html and see if you can see the same issue? Please don’t modify the sample, just run as it is and test with it?

Download sample site is here https://github.com/milestonesys

Also, can you please give me the name of the camera? I am wondering if it is related to the specific camera.

6

@Rie Kiuchi (Milestone Systems)​ Sorry for the delayed response.

As suggested by you, I tested the PTZ Preset sample, when I login with a user which does not have PTZ rights, it was not able to move the camera, no error was shown. and When I logged in with a user which have PTZ permissions, camera was moving.

Camera name that I have used to test is AXIS Q6135-LE PTZ. However, please note that it is getting reproduced with many other cameras as well which our customer is using.

Regards,

Alok Kumar

7

@Rie Kiuchi (Milestone Systems)​ Please note that I was able to see the same error msg in the following log file

C:\ProgramData\Milestone\XProtect Recording Server\Logs\WebServer.log

Error message:

2023-08-14 07:26:34.162+05:30 [   461] WARNING    - SOAPRequesthandlerBase.HandleRequest: SOAP exception, SOAP fault: <?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"><soap:Body><soap:Fault><faultcode>soap:Server</faultcode><faultstring>
 
Manual Ptz control not allowed
 
</faultstring><detail><ErrorNumber>40295</ErrorNumber><SubErrorNumber>60</SubErrorNumber></detail></soap:Fault></soap:Body></soap:Envelope>
 
 
2023-08-14 07:26:38.775+05:30 [   461] WARNING    - SOAPRequesthandlerBase.HandleRequest: SOAP exception, SOAP fault: <?xml version="1.0" encoding="utf-8"?><soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"><soap:Body><soap:Fault><faultcode>soap:Server</faultcode><faultstring>
 
Manual Ptz control not allowed
 
</faultstring><detail><ErrorNumber>40295</ErrorNumber><SubErrorNumber>60</SubErrorNumber></detail></soap:Fault></soap:Body></soap:Envelope>
8

Can you please check if your PTZ service is logging in as a user that has permissions?

9

@Rie Kiuchi (Milestone Systems)​ PTZ service is running with the same user which I have not given the permissions . IN the code, We first try to log into the milestone using the user which is successful as user have login rights however SDK should have given me an error or warning message when I am trying to perform PTZ.

This is the issue I am facing as I dont receive any error from the SDK. Maybe its a bug which has not been caught before.

10

@Rie Kiuchi (Milestone Systems)​ could you please re-produce this at our end. This is impacting our production environment.

Steps to re-produce

  1. Create a user and dont assign it PTZ permissions, you can verify it from smart client by performing ptz, user would not be able to perform ptz
  2. Use the PTZ Preset sample and login with this user, you would see that you wont get any error when you perform ptz

Let me know if you are able to reproduce.

11

I am sorry for asking you a redundant question on the previous post. I have consulted with Milestone Development, and we concluded that it is by design - you send messages, but you don’t get any response - so you will not receive any errors (responses) from MIP SDK. This issue has already been on our wish-list, but for the future functionality, a prioritization needs to be made by Milestone Product Management, so it is not possible to say when, or even if, this will be developed.

12

Thanks @Rie Kiuchi (Milestone Systems)​ for your confirmation that MIP SDK does not send error msgs in this scenario. We would be looking forward to this feature being developed in the upcoming MIP SDK releases.