Database troubleshooting

Symptoms to Resolution

It's easy to state symptoms:
My BI server started crashing.
My recordings are missing.
No alerts are being sent.

Much harder to know how to investigate and self-correct or provide the needed information for support to help.

The articles here are frameworks on how to think about the issue and get to resolution.
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varghesesa
Posts: 90
Joined: Thu Jul 11, 2019 9:52 pm

Database troubleshooting

Post by varghesesa »

Introduction

Having a functioning database is critical to BI performing correctly. If there are database read/write errors, then bad things happen like recordings/alerts go missing.

Many users do not realize this, but the Clips list, Alerts list and Timeline are visual representations of records stored in the database.

Troubleshooting

Basics
Make sure you followed best practices. FYI, reviewing entire Windows tuning article is always beneficial.
Clips missing
Does BI indicate it is no longer recording? In the filter by date image below, it appears as though BI stopped recording from Jan 4 - Jan 21 (no red dots).

record framework_calendar.png
record framework_calendar.png (193.84 KiB) Viewed 22855 times

Not sure yet if BI actually stopped recording or the Database is no longer being updated. An easy check is to run Repair/Regenerate (see below) and see if BI can resolve the issue. Another easy check is to open your New folder and see if new recordings are being created by BI. If so, the issue is with writing to the Database. Look for database errors in the logs.

If new recordings are not being created, you probably have a storage issue or recording issue.

Database tools
If you right click in the Clips list -> Database section, you have access to the database maintenance functions. Help provides details on each function. Repair/regenerate is often used when users notice clips/alerts are missing from the Clips list/Alerts list.

database troubleshooting_maintenance functions.png
database troubleshooting_maintenance functions.png (117.63 KiB) Viewed 22897 times

Log files
The logs will tell you if BI is having issues with your Database. In order to know which errors to look for, we are documenting all the Status log errors. The ones concerning the database are in the Database category. Each log error provides details and possible fixes to self-correct.

The Log files article explains how to easily deal with log files using excel.

Camera stats
If particular cameras are missing alerts, the usual issue is lack of key frames. See key frame ratio section for details.

Submitting a ticket
Issue
Clearly describe the issue. If the issue resides with a remote endpoint, confirm whether there is also an issue in the console. If you tried the Database maintenance commands, please share. Anything else you tried.

Storage
Screenshot of Alerts folder settings.
Screenshot of the Status button -> Storage tab

Camera stats
Status button -> Cameras tab -> Export

Logs
What do the logs say? Copy/paste the exact error events from the log file or screenshot the Logs tab.

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