ViconNet - Log Collection Procedure

 Log retrieval tool and upload link

"ViconNet Log Retrieval Tool V1.6.4.zip " can be downloaded from:
https://vicon-cctvdata.sharefile.com/share/getinfo/s05cd7dfbec640b6a

Upload the completed and zipped logs folder to the following link https://vicon-cctvdata.sharefile.com/r/r29d5425d9b343c08

In order for Vicon to accurately review system logs or issues please provide us with the following:

  • System information and any system diagrams
  • ViconNet and Windows logs (use the Vicon log tool)
  • A detailed description of issues
  • Time and date on which the issues are believed to have occurred

Hardware Information

From the Vicon sticker on each of the unit(s) involved please provide:

    • Model, PN, SN, Mcode
    • Software version

If feasible please also provide the following:

    • ViconNet credentials for admin user (username and password)
    • Hostname (PC name)
    • IP address

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.

Supplemental information

  1. Version(s) of ViconNet software being used
  2. New system or existing
  3. How often does the problem occur
  4. Can the user recover from the problem? If so how? (e.g. restarting equipment)
  5. Any other details or observed issues
  6. ViconNet Settings Summary [Setup > select site > Settings Summary(at the bottom of the menu)]
  7. Provide information about the network equipment used
    • Network diagram
    • Topology
    • 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"

For web server logs

  • Copy the VnWamp folder under C:\ViconNet\VnVer\

Using the ViconNet log retrieval tool

  1. Unzip the log retrieval tool and copy the complete folder to a USB stick or other media
    • The drive needs to be big enough to copy the log folders, these folders can be in excess of 4GB
  2. Exit the ViconNet application and connect your device to the system
  3. Run the ViconNet retrieval tool directly from the USB device
    • If you run into problems, copy the tools folder to the desktop of the system and run it from there
    • If the tool is ran from the desktop the logs will be saved under "C:\Vicon Log Folder"
  4. Follow the green numbers on the left of the tool
  5. Select the log options required, the default will collect all logs and information
  6. Upload the zipped log file(s) to the link in this KB

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 base
 
Click here to download the RAID log tool

Instructions:

  • 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 

https://vicon-cctvdata.sharefile.com/r/r29d5425d9b343c08

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