Free Micro Health Checks in 2022-2023
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XProtect software version.
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Milestone Care status.
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XProtect hotfixes and patches.
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Video deletions due to low disk space.
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Video deletions due to media overflow.
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Antivirus presence.
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System CPU utilization.
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System RAM utilization.
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Failover configuration.
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Hardware acceleration configuration.
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This Micro Health Check will identify the required components to keep your Milestone XProtect camera system current. In case your server is more than five years old, we can also design a new server to run the updated software. The advantages to upgrading your software and hardware, outside of bug fixes, are the usage of H.265 compression on compatible cameras. This will save both hard drive storage space and network bandwidth. Additional benefits of keeping the XProtect software current are the updated XProtect rules system and the ability to take advantage of a newly integrated module called Rapid Review.
To schedule your free Micro Health Check, if assistance would be helpful in implementing a resolution listed below, or in case you require a professional setup of your Milestone XProtect VMS, please contact our Milestone-certified support engineers at [email protected] with your product and issue or call us at (310) 370-9500 x1 to speak with a security professional. In addition to the free Micro Health Check, we have customer and non-customer rates for remote support and implementation services.
E-Code, Husky Errors
Applies to Professional VMS Products: XProtect Enterprise, XProtexct Professional, XProtect Express, XProtect Essential, Milestone Husky M30, Milestone Husky M50, Milestone Husky M30 Hybrid, Milestone Husky M50 Hybrid
Failed to add to database – General — Make sure that the media database disk is connected and accessible, and that the system has permission to write to the disk.
Failed to add to database – Specific — Make sure that the media database disk is connected and accessible, and that the system has permission to write to the disk.
Cannot retrieve serial number — Make sure that the camera is correctly connected to the network and working. Verify that live video is available in the Management Application and in XProtect® Smart Client.
Serial number is not correct — A camera on the system has been replaced with another camera of the same type/model and with the same IP address. To fix this issue, remember to use the Replace Hardware wizard after replacing the camera.
Maximum number of cameras allowed to run exceeded — The system has tried to start more cameras than your license allows you to. Make sure that you have the right number of camera licenses to add the number of devices you want to use.
Camera failed to provide an image — Make sure that the camera is properly connected to the network and is working. Verify that live video is available in the Management Application and XProtect Smart Client.
Image failure. Trying to reconnect — Make sure that the camera is properly connected to the network and is working. Verify that live video is available in the Management Application and XProtect Smart Client.
Archiving failed to run — Check the available disk space. If there is still available space on the disk, restart the server.
Database Connect Error — Make sure that the media database disk is connected and accessible, and that the system has permission to write to the disk.
Running out of disk space — The storage area on which the media database is present is running out of disk space. Free up some disk space or move the media database to another disk with more space available. Go to the Management Application and change the Recording paths for the devices to solve this issue.
Error deleting archive — Make sure that the disk where your media database archives are located is connected and accessible, and that the system has full
permission to the disk.
Cannot delete file — One or more files in your media database or archives are locked and you cannot delete the files. Make sure that the disk(s) on which your media database and archives are located is connected and accessible and that the system has full permission to the disk.
Target path invalid — The disk you are trying to archive to is either disconnected or inaccessible. Make sure that the disk on which your media database archives are located is connected and accessible, and that the system has full permission to the disk.
Failed to rename archive on same volume — The system cannot rename one or more archives. Make sure that the disk on which your media database archives are located is connected and accessible, and that the system has full permission to the disk. Also make sure that no files or folders inside the archives are open, locked or in use by other processes than the surveillance system.
Failed to copy archive to different volume — The system cannot copy one or more archives. Make sure that the disk on which your media database archives are located is connected and accessible, and that the system has full permission to the disk. Also make sure that no files or folders inside the archives are open, locked or in use by other processes than the surveillance system.
Error in processing an archive — The system cannot process one or more archives. Make sure that the disk on which your media database archives are located is connected and accessible, and that the system has
full permission to the disk. Also make sure that no files or folders inside the archives are open, locked or in use by other processes than the surveillance system.
Archive file move error(s) — One or more files inside the media database are locked or inaccessible. Make sure that no files or folders inside the media database are open, locked or in use by other processes than the surveillance
system.
C-Code, Husky Errors
Applies to Advanced VMS Products: XProtect Express+, XProtect Professional+, XProtect Corporate, XProtexct Expert, Milestone Husky M50 Advanced
Recording server has restarted after a crash — Use System Monitor in Management Client to view details about system performance.
Cannot retrieve images — Make sure that the camera is properly connected to the network and is working. Verify that live video is available in the Management Application and XProtect Smart Client.
Live FPS is lower than expected — Check that the camera is running correctly and is not overloaded by other systems that connect to it. Alternatively, check that the network connection to the camera has enough bandwidth and is running stable.
Recording FPS is lower than expected — Check that the camera is running correctly and is not overloaded
by other systems that connect to it. Alternatively, check that the network connection to the camera has enough bandwidth and is running stable.
Used space is higher than expected — The camera is using more disk space than expected. This may be the result of several things:
- More activity and/or longer periods of activity than expected.
- Motion detection settings that are too sensitive to movement.
- Image quality and/or bandwidth operating at more disk space demanding levels than setup in the Management Client.
Verify that activity and periods with activity are set up as expected, that the motion detection settings are set up correctly, and that image quality/bandwidth settings are as specified in the
Management Client. Finally, verify that storage calculations are correct and that the retention time has been set correctly.
Feed Overflow (not all data recorded) — The disk used for recordings cannot keep up with the amount of data it is receiving. To solve this issue, do one or more of the following actions:
- Reduce the amount of data written to the disk by lowering, for example, resolution, frame rate, image quality. Note that if you lower any of these recording settings, you may degrade the recording quality.
- Add extra drives to share the load or install faster disks/controllers to improve the storage system’s performance.
- Move cameras/hardware devices to other recording servers if you have any recording server with free resources.
Running out of disk space The storage area on which the media database is present is running out of disk space. Free up some disk space or move the media database to another disk with more space available. Go to the Management Application and change the Recording paths for the devices to solve this issue.
Archive unavailable — Check if the archive is unavailable due to a lost connection to a network or local drive and restore the connection.
Database storage unavailable — Check if the database is unavailable due to a lost connection to a network drive or local drive and restore the connection.
Failover started Check why the original recording server failed and correct any issues that caused the failure.
CPU usage is high Check all processes running on the server and stop any unnecessary activity if you can. Alternatively, upgrade the server with a more powerful CPU. If the issue with CPU usage is taking place on a recording server, use the move hardware functionality to spread the load among recording servers.
Memory usage is high — Check the server’s memory usage and see if you can stop any unnecessary activity or if you can add any additional memory to the server. Alternatively, use the move hardware function to spread the load
among recording servers.
Service Unavailable — Check why the relevant service has become unavailable and correct any issues that prevent the service from running correctly. Restart the service.
Retention time — The system has predicted that you are recording more video that expected and may run out of space soon. You may not able to record all video as specified. Consider adding more storage, changing your camera settings to a lower image quality/stream bandwidth as well as frame rate. Verify that your motion detection settings are correctly adjusted and that activity and periods with activity are set up as expected.
Archiving not finished — Archiving has started before the previous archiving completed. This issue usually occurs when disks are too slow to finish archiving in time. If you are archiving to a network share or a Network-Attached
Storage (NAS), the issue may also occur if the network is unstable or if it does not have enough bandwidth available.
Database disk full – auto archiving — The disk used to store the database has become full. As a result, the system has started to move existing recordings to the next archive. The issue of the disk becoming full may be a result of:
- More activity and longer periods with activity than expected
- Too sensitive motion detection settings
- Image quality/bandwidth set higher than expected
- Verify that motion detection settings are correctly adjusted, that image quality/bandwidth is as specified and that activity and periods with activity is setup as expected.
- Finally, consider increasing the disk space available for the database.
Database disk full – deleting — the system has started to delete recordings to free up space for new recordings. The issue of the disk becoming full may be a result of:
- More activity and longer periods with activity than expected
- Too sensitive motion detection settings
- Image quality/bandwidth set higher than expected
Verify that motion detection settings are correctly adjusted, that image quality/bandwidth is as specified and that activity and periods with activity is set up as expected. Finally, consider increasing the disk space available for the database.
Database full – auto archiving — The disk used to store the database has become full according to your defined limits. As a result, the system has started to automatically move existing recordings to the next archive. The issue of the disk becoming full may be a result of:
- More activity and longer periods with activity than expected
- Too sensitive motion detection settings
- Image quality/bandwidth set higher than expected
Verify that motion detection settings are correctly adjusted, that image quality/bandwidth is as specified and that activity and periods with activity is set up as expected. Finally, consider increasing the disk space available for the database.
Database repair — The system has started repairing the database as it has detected that the database may have become corrupt. This issue usually happens if the recording server is shut down unexpectedly.
Automatic license activation failed — The system could not automatically activate the license. Verify that the credentials, user name, and password for the license activation are correct and that the Management Server can
access the URL used for the license activation.
Rule-generated alert — Your system has been configured to send a message triggered from a rule. See the alarm description for more information.
No heartbeat from site — The Customer Dashboard is not receiving any heartbeats from your surveillance system.
There could be one or more reasons for this:
1. Your system is disconnected from the Internet. Make sure that the system has access to the Internet.
2. You have disabled the option to Send information to the Customer Dashboard. Go to the Options menu in the
Management Application and make sure that this option is enabled. If not, enable the feature and save your
configuration.
3. Your recording server is not running. Make sure that your recording server is up and running by:
a. Checking that the recording server service is running.
b. Checking for live images in XProtect Smart Client.
Admin cannot log in to any clients:
- Ensure Mobile Server features have no checkmark in the last box for “Deny the built-in Administrators role access to the mobile server.”
- Ensure using correct credentials. Setup new admin credentials to test.
- Ensure role is not corrupted. Setup new admin role to test.
- Ensure port 443 is unblocked.
Cannot get license information from the server. Try this: https://supportcommunity.milestonesys.com/s/question/0D53X00007ECEMtSAP/cannot-get-license-information-from-the-server?language=en_US. Alternatively,
- Open the Management Client.
- Go to License Information tab and you will see that there is no license information there.
- Stop the Management Server while the Management Client is still open on the License Information tab.
- Start the Management Server and very quickly import the initial license file which was already downloaded to your computer.
- In the Management Client → License Information tab, you will see the number of devices but they will be with status not activated.
- Activate your license online or offline. (Important: This should be done within 10-20 seconds, max.)
Storage hard drive(s) are operational, but system still does not record.
- Ensure the motion triggers are set properly for sensitivity and threshold if recording on motion.
- Ensure the default rule is showing to record on motion. It should look something like this:
Perform an action on Motion Started
from All cameras
start recording 3 seconds before on the device on which event occurred
Perform stop action on Motion Stopped
from All cameras
stop recording 3 seconds after