Requests to RS failing after the initial login

MIP
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1

I am using Protocol Integration and we encountered a communications issue at a customer site. The site is configured as a Recording Server with a remote Management Server. The site has XProtect Server Professional+ version 12.2.7113.1, Device Pack 9.7a version 9.7.1.119.

After the initial login the very first video request is successful. Any subsequent requests using the same token though fail with the following socket exception.

A request to send or receive data was disallowed because the socket had already been shut down in that direction with a previous shutdown call

If I tear down the connection, and login again the very first request after the login succeeds, and all subsequent requests using the same token fail with the same exception.

I have not been able to reproduce the issue with our in house servers with RS on a different machine from the MS.

Any ideas are deeply appreciated.

2

Hi. Please try Tcp Video Viewer sample.

https://doc.developer.milestonesys.com/html/index.html?base=samples/tcpviewer_sample.html&tree=tree_search.html?search=tcpvideoviewer

I would like you to read this Note titled “Note from XProtect version 2019 R1: Some third-party solutions created using MIP SDK versions earlier than 2019 R1 may need to be updated.” in this page;

https://doc.developer.milestonesys.com/html/index.html?base=content_3.html&tree=tree_3.html

This might be related to this issue but please try the sample.

3

Thank you, I will check the article you mentioned. I have used the TCP Video Viewer sample as the basis for our Milestone integration.

4

Rie, can you please let me know what is the SSL certificate name and what is the expected certificate store it should be found?

Would an update to the Recording Server update its certificate as well?

5

I am sorry for having introduced irrelevant information, I see you are using an older XProtect, so the encryption is not relevant for this case.

Does the Smart Client work in the same PC testing with the same user and camera?

(Trying to establish whether there is a general issue or an issue with the integration.)

Could you please see if the unmodified TCP Video Viewer has the same issue? Does the TCP Video Viewer work in the same PC testing with the same user and camera?

(Trying to establish whether there is a general SDK issue or an issue with the integration.)

Does it make a difference if you test with a user from the Administrators role? Does it make a difference if the user is a Windows/AD user or a basic authentication user?

6

Hi Bo,

Thank you for the clarification.

I can request if we can do the testing using Smart Client on the Recording Server but access may not be granted by the customer. Same goes for the TCP Video Viewer.

Testing with a user in the Administrators role did not make a difference.

We are using basic authentication users exclusively due to security limitations from the customer.

Best regards,

Ruslan

7

HI. We hope you can test using Smart Client because it is important for investigating the issue.

8

Testing with Smart Client on the Recording Server (RS) using the same user credentials does not exhibit the issue testing with multiple cameras.

Just to reiterate what we have so far:

  • The very first request for video always succeeds.
  • All subsequent requests fail with a socket exception stating the connection has been shut down
  • The issue cannot be reproduced in-house on the LAN with MS on a one machine, and RS on another.
  • We are using basic authentication only and we don’t have access to a Windows/AD user account

Is there anything in terms of information, logs, diagnostics, etc. that could be helpful?

Thank you very much for your help.

9

The in-house testing was done using our XProtect Professional+ 2018 R3 Test which is version 12.3.1. Is it possible that there is an issue that was fixed in version 12.3.1 vs. 12.2.7113.1, and an upgrade may fix that? I just wanted to ask

10

I fear I have caused confusion. When I asked to test with the same PC I meant the one where your integration application is also running (this might or might not be the same as the recording server service runs on).

Please test with the unmodified TCP Video Viewer sample.

After that test. - Can we open a support case and get logs etc. to troubleshoot and debug?

There is a chance that an upgrade will fix this. However, this is an issue that I never heard about before, it does not seem to fit any known issue, so the chance that an upgrade makes a difference is small.

11

Hi Bo,

Thank you for the clarification. Smart Client ran on the same machine as the RS where our integration server component resides also.

I will try to run the TCP Video Viewer if allowed.

12

The issue was resolved by the customer IT. I am not sure about the actions they took but I will try to find out and update this discussion if an explanation is available.

Thank you very much for your assistance.

13

I have encountered the same error at a different server with the same client.

The error stopped appearing shortly after it was reported.

Please find attached the zip file including the Milestone Analyzer output and Diagnostics Tool output.

14

Can you please find out what the customer IT did and how they solved? I am wondering that it might be helpful to solve this issue.

15

Hi Rie,

I already put a request to the customer IT but haven’t heard from them.

Thank you very much.

Best regards,

Ruslan

16

The error seems to have reappeared at the location I collected the diagnostics from.

17

Did you get any feedback from the customer IT?

18

Rie,

Unfortunately I have not received any feedback. I will put a new request to see if I get a response.

Thanks,

Ruslan