Record issues

Samples of good tickets that lead to resolution for various topics.
Post Reply
varghesesa
Posts: 90
Joined: Thu Jul 11, 2019 9:52 pm

Record issues

Post by varghesesa » Thu Feb 24, 2022 10:40 pm

Introduction

Users report gaps in recordings without providing any actionable evidence that points to an issue. Before submitting a ticket, confirm you have an issue by reviewing the Record troubleshooting guidelines and try to self-correct.

If you believe you have an issue, below is the needed evidence.

When triggered

As discussed in the Record troubleshooting guide, the When triggered record setting works as follows:

Camera triggers (trigger tab settings) -> Record

Details
Trigger: Camera triggered (motion event in logs). Easy to confirm whether camera triggered (besides checking the logs). In the Trigger tab, set Add to alerts list: = Hi-res JPEG files. If the camera triggers, a corresponding alert image is created in your Alerts folder! Easy way to use BI to tell you what is going on.
--> Record: Recording occurs until the trigger ends

Camera trigger
So if you believe recordings are missing first show the camera triggered. How?

As stated above, in the Trigger tab, set Add to alerts list: = Hi-res JPEG files. If the camera triggers, a corresponding alert image is created in your Alerts folder! Easy way to use BI to tell you when a camera triggered.

Pro tip: If an alert corresponding to the trigger is listed in the Alerts list on the console, you can right click on the Alert -> Open containing folder and BI will find the Alert image for you. If the trigger is cancelled, you should still be able to find the Cancelled alert in the Cancelled alerts folder. Therefore, regardless of whether a trigger results in an alert or cancelled alert, the trigger event should always be recorded in the database!

Record
How do you show a recording did not happen?

With a little creativity. Unselect Combine or Cut video. Camera settings -> Record tab.
This tells BI to create a new recording file every time the camera triggers. If you have an alert image without a corresponding recording, you have just shown a camera triggered but did not record.

Submitting a ticket
Latest log file
Camera stats: Status button -> Cameras tab -> Export
Camera settings
Alert image confirming a trigger event
Screenshot of Confirmed or Cancelled alert in Alerts list

record_cancelled alert.png
record_cancelled alert.png (25.7 KiB) Viewed 3906 times

When alerted

When alerted record setting works as follows:

Camera triggers (trigger tab settings) -> AI (if enabled) -> Alert filters (if any. set in Alerts tab) -> Record

Details
Trigger: Camera triggered (motion event in logs). Easy to confirm whether camera triggered (besides checking the logs). In the Trigger tab, set Add to alerts list: = Hi-res JPEG files. If the camera triggers, a corresponding alert image is created in your Alerts folder! Easy way to use BI to tell you what is going on.
-> AI: If using AI, DeepStack analysis will tell you if an object was found, i.e. confirmed alert. Fortunately a DeepStack event will also be registered in the logs.
-> Alerts tab: Filters in the AIerts tab can block an alert. Easy to check. Do you see the alert in the Alerts list. If not, then you know the Alerts tab is somehow blocking the Alert!
-> Record: Recording occurs until the trigger ends


Camera trigger
So if you believe alerts are not being recorded, first show the camera triggered as described above.

Alert
Show the trigger led to an alert. Easy. If the corresponding alert is in the Alerts list, then an alert was created.

Record
Confirm a recording was generated using same settings as above.

Submitting a ticket
Latest log file
Camera stats: Status button -> Cameras tab -> Export
Camera settings
Alert image confirming a trigger event
Screenshot of Confirmed alert in Alerts list

record_confirmed alert.png
record_confirmed alert.png (27.12 KiB) Viewed 3907 times

Continuous+ record settings
If Continuous recording is causing issues, you probably have a drive issue. Best to visit the Storage troubleshooting link.

If you have other issues with recordings, best to visit the record gotchas in the Record tab article first.


:!: Work in progress
Post Reply