In order for Vicon to accurately review system logs or issues please provide us with the following:
- System information and any system diagrams
- Valerus and Windows logs (use the Valerus log tool listed in this procedure)
- A detailed description of issues
- Time and date on which the issues are believed to have occurred
From the Vicon sticker on each of the unit(s) involved please provide:
- Model, PN, SN, Mcode
- Software version
Details of the issues
- Reply to your assigned ticket with the details below, please be as detailed as possible:
- Describe what the system does (such as recording or viewing)
- List any camera models
- List any errors seen on this system or elsewhere that are related to the issue(s)
- Provide us with any other relevant details
- Include time & date when the problem was observed
- What a user might have been doing on the system when the problem(s) occurred.
- Provide any screenshots if available.
- Version(s) of Valerus software being used
- New system or existing
- How often does the problem occur
- Can the user recover from the problem? If so how? (e.g. restarting equipment)
- Any other details or observed issues
- Provide information about the network equipment used
- Network diagram
- Equipment make(s) and model(s)
- Are there any VLANs in use
Preparing logs for submission
- Add all of the collected files to a folder named "Ticket #XXXXXX" (your ticket number)
- Right click the folder and select send to "Compressed (zipped) folder"
Using the Valerus log retrieval tool
- Valerus log file tool V1.4 (download)
- Unzip the log retrieval tool and copy the complete folder to a USB stick or other media
- Run the Valerus retrieval tool directly from the USB device on the machine(s) in question
- The tool will guide you through the steps
- Name the folder with the Ticket number you've been assigned
- Upload the zipped log file(s) to Click here to upload logs
Special procedure for NVRs & DVRs with RAID:
Use the tool attached at the bottom of this KB when RAID logs are required (NVRs & DVRs using RAID).
The tool will collect extended information about the RAID and it's current operational status.
The option under the web console menu is not a replacement for this tool as it will not provide us with all of the information we need for an adequate review of the systems health.
Units with 24 drive bays will also have dual OS drives, these drives are configured as RAID-1 and are managed by a separate controller. The log tool above will not collect any information from this controller, however, any events from this controller can be found in the Windows application log. The event source will be MRMONITOR. This is the management service attached to the RAID driver. This should show everything that has happened while the system is operational. Each event will be tagged with a controller ID (e.g. controller #0) which corresponds to the embedded SATA controller. For further info please review this knowledge baseClick here to download the RAID log tool
- Unzip the tool on the system and run lsigetwin.bat as (run as Administrator)
- Add the output file to the log folder you created earlier (e.g. FileWithLongName.7z)
Upload the logs
Upload the completed and zipped logs folder to the following link
BE VERY MINDFUL OF USB DEVICES & SMARTPHONES CONNECTED TO NVRs OR DVRs THESE WILL OCCUPY DRIVE LETTERS IN WINDOWS. THIS MAY IN TURN CHANGE THE DRIVE LETTER SEQUENCE WHICH MAY INTERRUPT STORAGE DATABASE OR GENERATE DB ERROR MESSAGES DUE TO THE DRIVE LETTERS NOT MATCHING.
BEFORE INSERTING ANY USB DEVICE VERIFY IN WINDOWS THE DRIVE LETTER ORDER AND LABELS!
E.G. [E: DB-1] [F: DB-2] [G: DB-3]
WHEN INSERTING ANY USB STORAGE DEVICE WATCH DRIVE LETTERS FOR ANY CHANGES! WHEN REMOVING ANY USB STORAGE DEVICE CONFIRM THAT THE DRIVE LETTER ORDER AND LABELS HAVE NOT CHANGED!