Error loading Surveillance Model

[DCIM_Support]

Regards,

I installed the APVMACT, everything is correct except when the client is loading the Surveillance Model. Please help. Attached some pictures. I am using Vmware ESXI 5.5

(CID:96044979)

[DCIM_Support]

Hi Francisco,

I see by the screenshot that you're running 7.0.0. I'm assuming this was working OK for some time and has just started throwing this surveillance error.

Do you have any backups from before the error? If it worked before, there could be data corruption. Have you tried purging data? If it is corrupt data, you could also try removing one or more of the NetBotz units as that will also remove it's associated data.

Have you rebooted the server?

Have you made any recent changes to the configuration or added devices?

Can you get the client logs from the local system? On Windows 7, that would be:

C:\Users\\.isxc\7.0.0\.metadata\.log

Are you logged into the local system as admin? Are you logging on to DCE as admin?

Have you tried installing the client on another OS? What OS have you tried?

You may want to update the system, we are up to 7.2.7 at the moment.

Is the client local or are you accessing it through terminal services or some other alternative? This may or may not work but is unsupported.

You may also want to contact tech support directly.

Steve

(CID:96044983)

[DCIM_Support]

Thanks Steven,

i also try with the version 7.2.6 but i got the same error. This case is very strange because i got the error inclusive before to add any device.

(CID:96045003)

[DCIM_Support]

Hi Francisco, That is odd. I'm assuming you've deployed it a number of times as the screenshot shows a server with about 10 groups that have devices. Make sure you deploy the VM as is and make no changes not only in the console, but also no changes in the VMware configuration. You may also want to re-download the OVA and run a checksum on it. I'm running on 5.5 ESXI and do not see this issue. Please also try installing the client on another system, maybe a laptop. As noted previously, make sure you're an admin not only in DCE but also on the client system. Steve

(CID:96763944)

[DCIM_Support]

(CID:96764234)

[DCIM_Support]

Hi Francesco,

I've made some suggestions and asked a few questions in my previous responses that have gone unanswered. If you're unsure how to gather the proper information, perhaps contacting tech support directly would be more helpful. 

Steve

(CID:96764236)

[DCIM_Support]

I see by the screenshot that you're running 7.0.0. NOW I AM USING THE 7.2.6. Do you have any backups from before the error? YES, WE SAVE SNAPSHOTS OF THE VIRTUAL MACHINE. BUT WHEN WE ADD THE LICENCE KEY OF THE SURVEILLANCE WE GET THE ERROR Have you rebooted the server? YES Have you made any recent changes to the configuration or added device? NO Are you logged into the local system as admin? YES, AIM. Are you logging on to DCE as admin? YES, I AM Have you tried installing the client on another OS? YES I AM What OS have you tried? I TRIED IN XP, WIN 7 AND WIN 8. Is the client local or are you accessing it through terminal services or some other alternative? WE ARE TRYING LOCALY. Thanks you Steven for your help.

(CID:96764237)

[DCIM_Support]

Hi Francisco,

With the new virtual machine, if the mac address is different, the key will not work. You will need to speak with tech support directly to resolve this. The key will need to be reset and then registered against the new mac address and tech support must do this. We can't do it over the forums for security sake. 

Please note that if there is indeed an issue with the data in the VM, a snapshot may have that same issue and upgrading it could give the same issue as you're seeing. 

I suggested previously:

Make sure you deploy the VM as is and make no changes not only in the console, but also no changes in the VMware configuration.

This way we can also be sure with a new VM that it is either your data or the VM/network/client environment. 

What resources have been allocated to this VM? Please specify number of drives, drive size, NICs, CPUs, etc.

Steve

(CID:96764316)

[DCIM_Support]

Thanks for your help brothers!

The error was in the DNS, it was not in the same range of the IP Address.

(CID:96765419)

[DCIM_Support]

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