Video Backup and Archive Troubleshooting

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Troubleshooting and diagnosing backup issues can be complex. The below information is designed to help provide a list of basic information needed to troubleshoot and isolate the issue.

Information Needed to Diagnose Backup Issues.

Preliminary Requirements
- Ensure you are running the latest recorder software and OS image.
- Suggest that you start with a reboot of the system to ensure cache and temporary files are cleared.
  - This can happen if the OS locks files.
Where are you trying to export video to?
- Type
  - Cloud Export
  - Locally to PC with Client software
  - On the Recorder
- Client
  - Using Video Player?
  - Using Thin Client?
  - Using Command Station?
  - Using Console?
- Type
  - Single Camera
  - Multiple Camera
  - Snapshot
  - Archive
- Connection Method (If Applicable)
  - Local LAN
  - Relay
  - Direct
  - Console (on Recorder)

Clients

OWS Video Player
Command Station
Apex Server Thin Client
Console

Connection Methods

Local LAN
OWS Relay
Local Recorder
Direct Connect

Export Types

Single Camera
Multiple Cameras
Archive
Snapshot

Backup Methods

Export to Web Services (Cloud)
Export Locally over LAN
Export Locally from Recorder

Common Troubleshooting Steps and Causes

(These will help narrow down the issue and provide guidance based off answer)

Upgrade to latest OS image and Apex software
- OS Image Updates
- Software Updates
Check DNS speeds and try a public DNS server.
- DNS resolution is required for backup process to function.
- Try using 8.8.8.8 to see in problem is resolved.
- DNS Troubleshooting.
Check network connection to OWS servers.
- Verify OWS required URLS are in the allowlist
  - Troubleshooting OWS Connections
  - OWS Allowlist URLS
- Wireshark in Support Tools can be used to identify dropped or misaligned packets (RED/BLACK)
If exporting a long video fails, test if a shorter length successfully completes.
- This can help rule out bandwidth or other issues.
- Ensure storage location has adequate space.
- Verify above "Check network connection to OWS servers" topic.
Try using a different Client to export the video
- Example: If Command Station is failing, try Cloud Video Player.
- Ensure all software is updated.
- Check client connection method to OWS. One client may be using a different connection method (Relay, LSF, Direct, etc..) helping point to the issue.
If exporting multiple channels, see if a single channel export succeeds.
- Check to ensure adequate storage space is available
- Check availability of video by verifying it exists in Search.
Try exporting from a local LAN connection to rule out internet speeds.
- Check to ensure adequate bandwidth is available
Try exporting to a different save location.
- This can help identify storage space or HDD issues.
If an export type of Mobile fails, test using Original. This can be swapped as well.
- Different export types can perform different options like downscaling or adding OSD.
Try disabling audio in the export to see if this is causing issues.
Check to verify that Search shows the video and stream you are attempting to export.
- Exports can fail if the video being requested is not available.