OWS Support Diagnostics

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How to Access Diagnostic Information in OWS

The Support menu in Recorder Management provides info to assist with troubleshooting and diagnosing connection issues.

Within the Customer Portal, access the Recorder List under Management > Recorders > Recorders. Click Edit next to the desired recorder in the Recorder List to view Recorder and Support Settings.

Support provides recorder diagnostic information, a reboot option, and a connection code entry field to allow technical support to remotely access your recorder.

Select a device, and click on the tab to view Support:

Remote Assist Session: If working with Technical Support and they are unable to connect to the recorder using Web Connect, they can attempt to initiate a remote session from this menu. Technical Support will provide a code. Once entered, Connect allows support to temporarily take control of the recorder to remotely resolve issues.

Reboot the Recorder: Reboot will restart the recorder. If the recorder is accepting communications from OWS but not allowing users to connect, this will send a reboot command to the recorder. If the site network is having issues, or the recorder is in a failed state, it may never complete.

Device Application Logs: Download recorder application logs for support purposes.

Diagnostic Information: This gives a quick snapshot of information relating to communication back and forth between the recorder and OWS. Seeing numbers here is a good thing, what you don’t want to see is 0s or a blank field. That would indicate that we are unable to communicate with the NVR.

Recorder Last Active: This refers to the last time OWS received any data from the recorder.
Recorder Last Registered: This refers to the most recent time the recorder initiated a connection with the OWS relay servers. Units that are online but idle (no connections streaming video) should refresh this connection periodically. This time will continue to climb with active connections over the OWS relay such as a connection via Command Station Desktop Client streaming video.
Recorder Last Response: This shows how recently the recorder processed and replied to a request over the OWS relay. If the recorder is idle or no connections are active, this may return “Not Yet Occurred This Session”.
Recorder Response Sequence: This is the number of successful replies the recorder has made to requests sent over OWS. If “Recorder Last Response” has not occurred, this will not either.

Session Request Sequence: This tracks the number of requests sent to the recorder over the OWS relay. Comparing to “Recorder Last Response” can show if the NVR is falling behind on fulfilling OWS relay requests.