recording server ignores messages sent from all apps

MIP
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1

Hiya,

I’m using 2017 R2.

I’ve come across an issue this morning in that a recording server is not recording. The audit log has an entry that requests have been received and granted.

Where do I start on trying to resolve this?

Thankyou

2

For this kind of troubleshooting please ask the Support Community..

3

I’m developing my own stand alone application using the SDK and issuing record commands via the SDK. The example applications behave the same.

4

When there is a general issue it is best to leave the MIP SDK out and troubleshoot the general functionality. I might have misunderstood or jumped to conclusions. Does the recording server work as expected if using rules? Does it work using the Smart Client recording button? Works with these methods but fails when the command to record comes from a MIP SDK based application? What is the XProtect product?

5

Thankyou Bo,

I’m using XProtect Corporate 2017 R2.

All example applications behave in the same manner. Manually recording in the smart client works ok.

I’ve noticed a difference in the log message between the examples and the smart client…

Any commands issued for starting and stopping recordings that are issued via the SDK are logged in audit log with a description of ‘User-defined event ‘RequestStartRecording’ activated’ and User-defined event ‘RequestStopRecording’ activated’.

Starting and stopping recordings via the smart client are logged in the audit with a description of ‘Manual recording started.’ and ‘Manual recording stopped.’

Could this be significant or is it expected?

6

Looking through the ‘User-defined event’ page I see that it’s blank. For testing I tried to create a new user event with that same name - my thoughts being that the server is issuing a user event and I cant see any defined. The system seems to let me create the event. Clicking Test Event also succeeds with an ‘event succeeded’ message box. Navigating away from the page gives me an error that the event already exists.

7

Yes. I believe the event is fake / hidden, so you last observation should be correct and how it is supposed to be.

Please as a first check.. Check if you have this rule?

-–

Default Record on Request Rule

--

Perform an action on Request Start Recording

 from External

start recording immediately on the devices from metadata

Perform stop action on Request Stop Recording

 from External

stop recording immediately

-–

and is the rule active?

If possible; could you restart the Management Server service, Recording Server service and the Event Server service and see if the restart makes a difference?

(If you have multiple Recording Servers in your site, do they all have the same malfunction?)

8

Thank you Bo!

It turns out that the rule had been deactived! Activating the rule has solved the issue.

Trying to figure this out issue was confusing considering that the audit log stated permission had been granted - maybe if it had said denied it would have been more obvious? Or at least state in the log that a rule has over-ridden the recording command?

Do you know of the most robust method that I can and should use to verify that a video feed is in fact recording - via the SDK?

9

I think the audit log is logging that the event is triggered even if there is no active rule to carry out the action that the event was supposed to trigger.

With the Event Server you can subscribe to new events and see events like Recording Started, I think that might be a good way to go in monitoring or verifying this. Explore the StatusViewer sample to see this.

10

Thanks again.

I’ll look in that direction.