Performance and Troubleshooting - Status log errors - Problems and Resolutions

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varghesesa
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Joined: Thu Jul 11, 2019 9:52 pm

Performance and Troubleshooting - Status log errors - Problems and Resolutions

Post by varghesesa » Tue Feb 23, 2021 5:25 pm

Introduction
The Status -> log provides the clues as to what may be causing issues with Blue Iris. Below is a list of problems/error messages with an explanation of the underlying issue and the remedy.

The Status->Log shares good summary information regarding the health of the server. However, if you are experiencing crashes, we need to know what BI was doing BEFORE the crash. If you can share a snippet of the status->log BEFORE the crash so we know what BI was doing prior, that would be more helpful. Status -> Log -> Open file -> scroll to bottom and copy/paste 10-15 lines before the crash.

Furthermore, the various tabs in the Status dialog provide a wealth of information regarding the health of the server.
  • Status -> Cameras: Are the camera streams healthy. See Camera Stream Optimization article for details. viewtopic.php?f=11&t=2049 Help button in the dialog has additional information too.
  • Status -> Clip Storage. Any red errors? See corresponding Help file by pushing Help. The Storage and Recording webinar shares best practices. https://www.youtube.com/c/BlueIrisSupport/videos

Issue: BI takes a long time to start
If your BI takes a long time to start, i.e. 5+ seconds, you could have corrupt files. Run Microsoft's System File Checker on your hard drive to see if there are any damaged files. From command prompt, run "sfc /scannow".



DeepStack Errors
The DeepStack article is a great resource to understand the DeepStack integration and get it running.

DeepStack: Server Error 100

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The DeepStack Server Error 100 means DeepStack is responding with a 100 error instead of processing the image. The root cause is still not known. Suggestions for next steps:
  • Restart BI
  • If DeepStack was working before, consider reinstalling DeepStack.
  • Troubleshoot your DeepStack server by isolating the BI server from the DeepStack server by running each independently. The "Run DeepStack Manually to Confirm Installation" section in the DeepStack article provides details. See article link above.


DeepStack: Not running or unreachable

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Issue: Error message is obvious. BI cannot talk to DeepStack

Fix:
  • Double check your server settings. Global settings -> AI. Confirm the server address and port number.
  • If your settings are correct, you probably installed the wrong version of the software from DeepStack.
    See Gotcha in DeepStack AI Installation section of the DeepStack article.


Storage Errors

MoveFile Errors

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  • MoveFile Error 0
    BI is having problems accessing/copying files to a drive and is receiving a Windows error. This is usually due to NAS permissions. Check the NAS login exactly matches the username/password used by the account running BI or the service account running BI as a service.
    Confirm Windows is not in conflict with BI by walking through checks in the Windows Tuning article. viewtopic.php?f=12&t=2080
  • MoveFile Error 2
    The database has records of files that no longer exist on your Windows filesystem. This is usually due to users accessing / deleting files manually.
    Fix:
    • A database repair/regenerate will cause BI to rescan the storage folders and synchronize. From the clip list, right click -> Database -> Repair/Regenerate.
    • If the warnings continue, there may be issues with your hard drive. Microsoft utilities such as "sfc /scannow" may need to be used to check your hard drive.
  • MoveFile Error 3
    Similar to above, Error 3 means Folder is not found. The usual issue is an external drive such as a USB drive or a NAS device has lost connection to the BI server. Double-check all your external hard drives are functional and accessible by BI.
    Another common cause is you renamed BI storage directories through Windows Explorer instead of the Clips and archiving tab which is a major no, no.
    Fix: Go through your Clips and archiving tab and confirm all drives that are being used by BI exist and are functional.
    • Check your Clips and archiving settings so that you are not over-allocating disk space. The Status log -> Clip Storage tab provides a quick visual if storage was allocated correctly. There should be no red regions. Click on the Help button within the Clips and archiving dialog to get dialog specific help. The Storage and Recordings webinar also walks through these settings. YouTube link.
    • Are you running BI as a service? Running the service under the LocalSystem account can cause issues. Disable and re-enable the service on settings/startup to run with your own local Windows account (w/ admin privileges). See Windows Tuning article for details.
    • Are you using a NAS device for storage? Are you also running BI as a service? If so, the Windows username/password used to run the service has to be identical to the credentials on the NAS device otherwise writing to the NAS device will not work. See Windows Tuning article for details.
    • Double check all security software exemptions for BlueIris.exe and the recording folders. See Windows Tuning article for details.
  • NAS Access Errors
    When BI identifies NAS access errors, common error codes returned by the NAS device are:
    • ERROR_LOGON_FAILURE 1326L
    • ERROR_WRONG_PASSWORD 1323L
    • ERROR_SHARING_VIOLATION 32L (BI cannot access the file because it is being used by another process)
    • ERROR_REQUEST_ABORTED 1235L (The request was aborted by the NAS device)
    • ERROR_INTERNAL_DB_ERROR 1383L
    • ERROR_FILE_READ_ONLY 6009L (The requested file is read only)
    The Status->Log entry will look like below with various error code numbers.
    1 4/6/2021 09:55:14.025 Clips MoveFile Error 1235: c:\BlueIris\New\Cam2\Cam2.26052021_180000.bvr
    Fix:
    • Are you running BI as a service? Running the service under the LocalSystem account can cause issues. Disable and re-enable the service on settings/startup to run with your own local Windows account (w/ admin privileges). See Windows Tuning article for details.
    • Are you using a NAS device for storage? Are you running BI as a service? If so, the Windows username/password used to run the service has to be identical to the credentials on the NAS device otherwise writing to the NAS device will not work. See Windows Tuning article for details.


Database Errors

DB Compact Error

This DB Compact Error (00000070) means "DISK FULL". Please ensure the drive with the DB always has enough space for a complete copy of that folder.

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AddtoBIDB failed <error number>

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The database error is most probably caused by improper antivirus exemptions.
Run through the Windows Tuning article just to make sure Windows is not in conflict with BI.



Delete errors

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  • Please right-click in the clips list and select Database -> Repair/Regenerate.
  • If errors remain, these are typically hard read errors on the database.
    Double check the folder is excluded from antivirus and on a local fast (and error free) drive. See Windows Tuning article for details.
    Make sure there is enough free space on the drive to duplicate/copy the Database folder at all times as well.
    Check health of storage drive. Windows comes with sfc /scannow (system file checker). Hard drive vendors, e.g. WD Purple, also comes with software to check their hard drives.
  • If still an issue, choose Database -> Delete & Regenerate. The function will rescan your hard drive and rediscover all your recordings in the All clips folder. However, your alerts may be deleted or just have snapshots based on what is saved in the Alerts folder. In another words, double-clicking an alert will bring up only a snapshot of the trigger image. Playing back the recording will be missing. However, the recording is still there. You can go to the clip and fast forward manually to the time corresponding to the snapshot.



Recording Errors
  • Encoder missing error
    Rarely seen today because 32-bit Windows is rarely used anymore. The issue is Windows 32 does not support H.265.
    Thus, if you set your camera settings to H.265 encoding, this problem may occur.

    Fix:
    • Upgrade Windows to 64 bit
    • Change camera encoding to H.264
  • Access denied creating file.
    BI was not able to create a recording file because of Windows privileges.

    Fix:
    • Are you running BI as a service? Running the service under the LocalSystem account can cause issues. Disable and re-enable the service on settings/startup to run with your own local Windows account (w/ admin privileges). See Windows Tuning article for details.
    • Are you using a NAS device for storage? Are you also running BI as a service? If so, the Windows username/password used to run the service has to be identical to the credentials on the NAS device otherwise writing to the NAS device will not work. See Windows Tuning article for details.
    • Double check all security software exemptions for BlueIris.exe and the recording folders. See Windows Tuning article for details.
  • Out of Memory
    BI ran out of memory.

    Largely seen when running 32-bit Windows. If BI is using more than 1 GB of RAM on a Windows 32 machine, this is a very good indicator that you need a 64-bit system.

    Fix:
    • Upgrade to a 64-bit Windows machine.
    • If you are using the server running BI for other applications, you may need to reassign this machine as a dedicated BI machine with no other applications running.
    • The amount of cameras connected to BI may be causing the memory issue. Disable cameras and see if stability returns.
    • Recording Direct to Disk (D2D) may decrease RAM usage as well.
  • Clip: Disk full
    Hard drive is full.
    status log_clip disk full.PNG
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    Fix:
    • Check your Clips and archiving settings so that you are not over-allocating disk space. The Status log -> Clip Storage tab provides a quick visual if storage was allocated correctly. There should be no red regions. Click on the Help button within the Clips and archiving dialog to get dialog specific help. The Storage and Recordings webinar also walks through these settings. YouTube link.
  • Clip: Disk Not Ready
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    A symptom is BI stops recording at night and after accessing the console directly in the morning, BI starts recording again.
    The underlying issue is BI cannot access the hard drive because Windows has possibly put the PC to sleep (common for laptops).

    Another cause could be the BI Server has lost connection to the NAS storage device and thus stopped recording. This is most often due to the username/password used to run the BI service is not identical to the username/password on the NAS devices. See "Common issues when running BI as a service" section in the Windows Tuning Article.

    Fix:
    • Check Windows Power and sleep settings.
  • AVI 1GB limitation
    Just a warning message. AVI files have a 1GB file size limit. So if a user chooses to record in AVI format (rarely used today) and the camera record settings choose the default parameters, i.e. Combine or cut video with size equal to 4 GB, then there is a conflict. The warning message appears to notify user of the conflict but no action needs to be taken.
  • Cannot append; possibly corrupt
    Two possible issues. The file is open but for some reason, BI is not able to write to the file. Possible issue could be the the disk is full.

    Fix:
    • Make sure you are on the most recent release.
    • Double check free space in your storage directories. The Status log -> Clip Storage tab provides a quick visual if storage was allocated correctly. There should be no red regions. Click on the Help button within the Clips and archiving dialog to get dialog specific help. The Storage and Recordings webinar also walks through these settings. YouTube link.
    • Check Status->log for errors.
    The second issue is a trigger event has occurred, but the camera stream is sending very few key frames resulting in no files being created.
    If you do not know what are key frames, review the Camera Streams Optimization article to set your camera settings to work well with BI.
    This issue occurs when the software is attempting to append to the recording file, yet there are no key frames in the stream. If you are recording direct to disk, make sure you have adequate key frames to start recording. Key frame value above 0.50/sec is recommended. The Status -> Cameras tab will provide camera stats. 5.3.9+ should resolve this issue in software.

    Fix:
  • Format change
    BVR files have different formats based on certain BI settings. If those settings are changed, the BVR recording for that camera will change resulting in a new recording file being created. This is just an informational message. If you are usually expecting 3 recording files per day (default recording settings) you may unexpectedly see 3+ on occasion. A BVR file format change is the culprit due to BI camera setting changes.
  • Clip: write error

    2 2/6/2021 4:40:01.700 PM Basement Clip: write error 80000000, undefined
    2 5/8/2021 1:36:00.782 AM Kitchen Clip: write error 80000057, undefine2 5/14/2021 4:51:09.384 PM App

    Generic error when BI attempts writing a recording to file. Error code 80000057 provides a little more clarity. The 57 error means "invalid format".

    Fix:
    • Confirm the "New" directory is using a local SSD drive (ideally).
    • Reboot machine
    • Check physical hard drive. File write errors could very well indicate hardware issues.
    • Double check all security software exemptions for BlueIris.exe and the recording folders. See Windows Tuning article for details.

GPU / Hardware Errors

Error: CGadSocket thread

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Issue: We suspect this issue is due to an incompatibility between the cameras encoding and your hardware acceleration. If hardware acceleration is not the culprit, the issue has to lie with software decoding and BI support needs to get involved.

Fix:
  • Turning off hardware acceleration for problematic cameras is the quick fix. If your CPU utilization is ok, then no worries.
  • Review Camera Stream Optimization and make adjustments to your camera settings. The article provides tips on simplifying the camera encoding which may make the camera compatible with your hardware acceleration.
  • Update your drivers for the graphics card.

Warning: 4/17/2021 9:57:35.064 AM HW encode Setup failed: <error code> for 'recording 0'

Error codes: -1, -22

This error is saying you want to stream the saved camera video using your HWVA accelerator but it's causing problems so BI does so with software. Keep in mind streaming to file (i.e. exporting to an mp4) or streaming to a website is the same functionality for the software. This is a warning message because if the streaming fails in hardware, BI will continue by using software encoding. BI will continue future attempts with HWVA and will continue to switch to software encoding with each failure.
It is possible that the hardware can only support one stream at a time and is busy when BI makes the streaming request.
It's also possible the hardware can only decode streams. In that case, it's best to turn HWVA off when trying to stream.
Streaming occurs in many places. One common place is with the web server. Global settings -> Web server -> Advanced -> Configure. Change Hardware acceleration to No.
Streaming is also used when exporting to mp4. For example, right click on an alert in the clip list -> Convert/Export -> Configure.

Fix: Turn off HWVA as seen below.
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"live sem stuck" error

Issue: Blue Iris is getting errors when accessing your hardware acceleration (gpu) to decode a camera stream.
Fix:
  • Turn off HA for that particular camera and confirm issue goes away. You may leave HA off if CPU utilization is ok.
  • Otherwise, you may need to update the firmware on the graphics card or the camera until there is compatibility.
  • Otherwise, simplify the camera encoding and observe whether issue goes away, e.g. H265 -> H264. Switch encoding profile from Main -> Baseline.


HW VA not compatible: <error number>

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Issue: "HW VA not compatible" are just warnings or messages not errors. HW VA stands for Hardware Video Acceleration. Basically, the software now turns off HA automatically for a camera if it determines the stream is not compatible and this is logged to Status->log as well.

Fix: If you want to fix the problem, you can go to the camera settings on the camera and adjust the encoding to a more simple format that may start working with your hardware. A simple example is if the camera was set to H.264 High encoding, adjust the setting to H.264 Baseline. If you were using H.265, switch to H.264.

Alternatively, driver updates may occasionally resolve the issue. And at times, the only solution is to leave the setting at No and let BI decode the camera stream via software. As long as the CPU utilization is reasonable, the No setting should be fine.



Memory Errors

8000007a Error

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The 7A error during clip/alert playback means "insufficient buffer", a type of "out of memory" error.

Fix:
  • Dial back number of cameras. If successful, your server needs more RAM to operate your cameras.
  • Switching to D2D can reduce RAM requirements.

If the error is reproducible on specific clips, please send a BVR example for review.



Registry Errors

"Error importing the registry Key:5"

Running BI without admin privileges or security software (Kaspersky) is preventing access to registry. Error code 5 means access denied.
  • Run REGEDIT and locate the key "HKLM\Software\Perspective Software\Blue Iris Import". It's the import key you want.
  • Find the 'a1' key in "HKLM\Software\Perspective Software\Blue Iris Import" and right-click edit permissions. Add "full control" to the administrators group.
  • You should now be able to delete the import key and startup.
  • Go through the Windows Tuning article to make sure Windows is not in conflict with Blue iris.
    viewtopic.php?f=12&t=2080

Windows console: Missing camera windows.

It sounds like the camera may be open in a window behind the main window, another monitor, or possibly minimized?

You can always run REGEDIT and delete the camera from this key:
HKEY_CURRENT_USER\SOFTWARE\Perspective Software\Blue Iris\Cameras --> NOTICE this is CURRENT_USER and not LOCAL_MACHINE!!
This is where the window position and state are memorized.




Blue Iris Dependencies

Source File Format is Corrupt

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Usually, BI actually does not come bundled with an mp4 player. So even though BI can save in mp4 format, ironically you cannot play the mp4 back in BI. Most users just double-click the mp4 file in Windows Explorer and has it play on Windows default player. If you want to play an mp4 within BI, please install the k-lite plugin. You need only the “basic” version:
https://codecguide.com/download_kl.htm
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