VMS: Milestone XProtect Professional+ 2020 R1
using: MilestoneSystems.VideoOS.Platform.SDK 23.2.1
what we do in our integration:
app subscribes to VMS alarms > VMS triggers an alarm > app receives an alarm > app requests VMS for alarm snapshots
vs = VideoOS.Platform.JPEGVideoSource(Item camera)
vs.Init(Width, Height)
vs.GetNearest(DateTime) as VideoOS.Platform.JPEGData
what is the problem:
Before the customer moved its Management Server to Azure our integration worked smoothly and we were getting the snapshots almost every time. Once the customer moved this server from local network to remote Azure host we don’t get any response 2 out of 3 times and it happens for all cameras meaning there are no cameras that would provide snapshots all time or cameras not providing snapshots at all. I assume the customer has multiple recorders and there is a communication problem between the management server and the recorders. Increasing the timeout in our integration did not help.
I found something in the logs:
Error communicating with: sthlem0801.d1.ad.local:7563 with message: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond 10.53.16.66:7563
but it seems some recorders are just offline and those specified entries were by design
How can we help our customer resolve this issue? The customer seems to already have received some response from Milestone Support:
"Dear,
First of all I would like to confirm that the snapshots required by the Calipsa service for each alarm are NOT stored in Milestone. Instead they must be generated by SDK at the moment the Calipsa service requires them. This was confirmed with Milestone engineering. With this confirmation we are oriented in a failure at the time of the generation of these snapshots, which on the Milestone side could be a failure of connection between Management Server (MS) and the Recording Server (RS) that has the information of the video of the alarm."