Security Expert Client crashes when viewing multiple Status Pages

[AdamSteele]

Warning

Potential for Data Loss: The steps detailed in the resolution of this article may result in a loss of critical data if not performed properly. Before beginning these steps, make sure all important data is backed up in the event of data loss. If you are unsure or unfamiliar with any complex steps detailed in this article, please contact Product Support for assistance.

Issue

When several Floor Plans or Status Pages are open at the same time the Security Expert Client slows down and eventually closes to desktop with a “Security Expert User Interface has stopped working” error message shown.

Error Message

Product Line

EcoStruxure Security Expert

Environment

Security Expert Client

Cause

Security Expert Client is gradually using up system RAM. As the Security Expert Client reaches or exceeds, the windows 32-bit application memory limit, the Client crashes.

The reason for this excessive memory usage was due to the user photo sizes which were found to be very large (approx. 10MP with 5.9MB file size each). The sheer number of User Events displaying these images in multiple windows at the same time eventually overloads the application.

Resolution

1. Reduce the size of the User images to a much smaller size. The default, which is a good starting point is 300x400 pixels. One method of doing this would be to export, batch resize then import the photos back into the database.
   1. *** Backup the Security Expert database first ***
   2. User photos can be exported out of Security Expert by using the inbuilt feature under Global | Sites | User Photos Export. You set a directory, choose a format, and use the Export User Photos Now button to export all the photos when you're ready.User Photos Export
   3. Next, use a batch image resizing application to resize and crop the images in one step. There are lots of applications that can do this such as Photoshop or Microsoft's free Photo Resizer app.
   4. Once the images are resized you can use the Data Sync Service to then import those images back into Security Expert. Find details on how this is done in AN 266 Security Expert - Mass Importing Photos into - Integration Guide.
2. Using two Security Clients running on the same machine can also provide a bit more headroom before the memory limits are hit as the load is spread out over two applications instead of just the one. This would be an additional safeguard if multiple Floor Plans and Status Pages open at the same time was a requirement. Reducing the User image file sizes is what will have the most impact on stability and responsiveness.