CompleteView Troubleshooting: Cameras Won t Start There are only a few reasons why cameras won't start within CompleteView, below are some items you can check. 1. Check to make sure the license key is attached to the server. You can check that the USB key is being recognized within Windows Device Manager (see screen shot below). You can also go into System configuration and select Feature Keys to confirm licensing is being recognized. You should see a product ID, as well as a frame rate feature key, and enhanced MPEG4 feature key. For Version 3.x customers, you should see a Version 3.x feature key. For customers using CV-ONE, you will see a CV-ONE feature key. Finally, for customer using Enterprise licensing you will have both a Multi-Server and Active Directory feature key. 2. If your feature keys windows shows product not registered under product ID, this error message will commonly appear if: a. The server configuration has already been setup, but the license key is not being recognized. Please confirm that the USB license key is installed and recognized, and then restart the machine. b. When new capture cards are added to a system, but do not match the existing software type. If you are installing new capture cards, please confirm you have purchased the correct type. If you need assistance contact support@salientsys.com, please have the serial number of the system ready and access to the system. 3. For customers using version 3.x software, you should see a Version 3.x feature key. If you do not see this feature key, you need to contact your Salient Regional Sales Manager for pricing, or install a previous version of CompleteView software that corresponds to your licensing. Salient Systems Page 1
4. If you are using analog cameras connected to older capture cards, confirm that the driver is not listed as Fusion4. If you are using version 3.x, you will need to install the CompleteView capture/completeview null drivers. This usually occurs when customers update from version 2.x to 3.x and do not choose to install capture drivers. 5. If you are using IP cameras, try to ping the camera s IP address from the server. To do this: a. Click on Start, Run, type CMD and hit enter. Then type ping, space, the IP address and hit enter. b. If you get the message request timed out, the camera is not on the network or doesn t have the proper IP configuration. c. You can also type ipconfig/all to see the IP settings of the server and compare this to the IP address of the camera. Salient Systems Page 2
6. For customers using IP cameras, within the server configuration, confirm that you have selected to correct, Model and Stream (compression) Type. Confirm that you have entered the proper credentials. Also, confirm the port settings are correct for HTTP and RTSP. If all this is correct, within the Admin Console, look at the event log to see what event information is listed next to the camera. a. The event Error starting camera: Could not reach camera, indicates that the set IP address would not respond. This usually occurs when the camera is not on the network, or the model/stream type settings do not match between the camera and server configuration. b. The event Error starting camera: Authentication failed, indicates that the login credentials for the camera are incorrect in the server configuration. Confirm that you have entered the correct credentials in server configuration. Salient Systems Page 3
7. A corrupted database file can cause the cameras not to start. You can tell if a database corruption has occurred by looking in the server dialog window. The error Error opening internal database will display in the events pane. a. For customer using CompleteView Version 3.5 and below: (only valid for Windows XP / Server 2003, these CompleteView versions were not compatible with Windows 7 or Windows 2008) Solution: Open Windows Computer Management, navigate to Services and Applications, and stop the CompleteView Server Service. Next, navigate to C:\Documents and Settings\All Users\Application Data\Salient\CompleteView\ to rename or delete the file serverdb.sdf. Once the file is renamed or deleted, restart the CompleteView Server Service and the error will be resolved. i. If you cannot find the Application Data folder, the folder is hidden. You will need to show hidden folders and folder in the All Users folder properties. b. For customers using CompleteView Version 3.6 and above: Windows XP / Windows Server 2003 Solution: Open Windows Computer Management, navigate to Services and Applications, and stop the CompleteView Server Service. Next, navigate to C:\Documents and Settings\All Users\Application Data\Salient\CompleteView\ to rename or delete the files serverdb_events.sdf and serverdb_videos.sdf. Once the file is renamed or deleted, restart the CompleteView Server Service and the error will be resolved. i. If you cannot find the Application Data folder, the folder is hidden. You will need to show hidden folders and folder in the All Users folder properties. Salient Systems Page 4
Windows 7 / Windows Server 2008 Solution: Open Windows Computer Management, navigate to Services, and stop the CompleteView Server Service. Next, navigate to C:\ProgramData\Salient\CompleteView\ to rename or delete the files serverdb_events.sdf and serverdb_videos.sdf. Once the file is renamed or deleted, restart the CompleteView Server Service and the error will be resolved. i. If you cannot find the ProgramData folder, the folder is hidden. You will need to show hidden files and folder in the C:\ root folder properties. Salient Systems Page 5