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OpenEye Knowledge Base

Troubleshooting Video Loss Alerts

Use the following steps to troubleshoot a Video Loss Alert:

Load the Alert History to see what cameras are creating the alerts
  • Check the time stamp to see when the event was triggered and when it was restored.

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Connect to the Recorder to view the System Logs
  • Identify any camera disconnects.
  • The log will show a timestamp and the name of the camera that was disconnected.

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Review logs for the following items:
  • Check for time-based patterns such as a camera drops off every night at 6 pm or every morning at 4 am.
  • See if multiple cameras are disconnecting around the same time.
  • If you know the network topology, look for common connection points, same switch, same part of the building, etc.
Review footage for reported cameras
  • Check for video footage in Live and Search.
  • Verify playback for both high and low stream recording.
    • The alert will trip even if one of the streams was not connecting

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Advanced
  • If further diagnosis is needed, download the full logs from the NVR.
    • Navigate to the logs folder->starbox and open the starbox.log file.
    • Use the timestamps in the log to look for events around the time of the alert.
    • Camera disconnects should show here as well as network issues, timeouts and other events.
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