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    ONVIF cameras in BVMS: live and playback issues - Ticket Requirements

    In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information.

    Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket.

     

    This article lists the initial troubleshooting steps and concrete instructions for collecting logging for issues with ONVIF cameras, added to BVMS system. We will classify the different issue scenarios one can have using ONVIF cameras in BVMS system. Depending on the issue the article lists the required logging to start initial troubleshooting.

    mechanic.png Case1 -  Camera connection problems:

     

    1. Check: URL, time, username, password
    2. Reproduce the issue and provide Video Streaming Gateway complete folder  Zip the complete folder with all it's contents.
    • If VSG is installed on the same machine like  BVMS Management Server, or BVMS Configuration Client, or BVMS Operation Client, use BVMS Configuration Collector to get VSG logs.
    • If the VSG is standalone, then follow the below steps:
      • Go to This PC > Local Disk (C:) > ProgramData > Bosch 
      • Provide the directory VSG

    3     SystemInfo

    • If BVMS Configuration Collector is used SystemInfo will be gathered automatically
    • For VSG stand alone systems, please use the Windows tool msinfo32

     

    mechanic.png Case 2 - live stream problems:

     

    1. Enable VSDK loggings at the BVMS Operator Client:

    2     Reproduce the issue and provide Video Streaming Gateway complete folder -  Zip the complete folder with all it's contents:

    • Same as Case 1, Point 2

    3. SystemInfo

    • same as Case 1, Point 3

     

    mechanic.png Case 3 -  VSG Crashing problems:

     

    1   Video Streaming Gateway complete folder  Zip the complete folder with all it's contents.

    • Follow the below steps:
      • Go to This PC > Local Disk (C:) > ProgramData > Bosch 
      • Provide the directory VSG
    • Do not use BVMS Configuration Collector to get the VSG logs for this scenario, because it doesn't collect VSG memory dumps. In case of VSG crash memory dump is needed for troubleshooting and it can only be manually copied from the VSG directory.

     

    mechanic.png Case 4 - VSG Recording problems:

     

    1. Check live stream - provide the information if there are issues also with the live stream
    2. Video Streaming Gateway complete folder  Zip the complete folder with all it's contents.
    • Same as Case 1, Point

    3    VSG Maintenance Log

    • For VSG version 7.02 and onwards use the Configuration Manager to get the logs
      • In Configuration Manager right click on the VSG
      • File Download - Maintenance Log
    Central_Support_0-1621925854929.png

     

    • For VSG versions below 7.02 contact support to receive BVIP Log collector tool and use it to collect the VSG Maintenance Log

    4     VRM logs

     

    • for VRM version till 3.81 - contact support to receive BVIP Log collector tool and use it to collect VRM logs
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