ISX Central 7.0 Surveillance fails to launch

[DCIM_Support]

Hi,

Im having issues with ISX central 7.0.0 when i try to launch the surveillance. IT hangs up and fails to load.I have attached the pictures for your review.What could it be?

(CID:93913096)

[DCIM_Support]

Hi Jose, we will look into it, thanks for sharing!

(CID:93913119)

[DCIM_Support]

Jose, could you please attach your client log file. In Windows 7 this would be found at c:\Users\\.isxc\.7.0.0\.metadata\.log Thanks

(CID:93913201)

[DCIM_Support]

Hi Scott,

Attached the client log file.

(CID:93913510)

[DCIM_Support · Accepted solution]

Hi Jose,

I'm not seeing much in relation to the client log.

Can you advise what OS you installed the client on? The supported OS's for the DCE client are below on the release notes: 

http://stpnotes.apc.com/main/JLER-88FJBB/JLER-88FJBB_R3_EN.pdf

Are you seeing the same issue on another machine? Are you able to install the DCE client on another machine for testing purposes and see if you are able to access the surveillance view? 

As a test can you disable the firewall (if you are using any) to see if it makes any difference? 

Did this just happen recently? Was it working correctly? Did you import a backup recently? 

Did you try and re-install the client on the problematic machine? Is the client installed on a machine on the same network subnet or a different subnet? 

You can also as a test download the client from our test server and see if you have any problems accessing the surveillance view. If so, it may mean it could be a network issue on your side. Go to http://isxc.apc.com/desktop/ username/password apc/apc and download the client. There is information here also: http://testdrive.apc.com/pcim.htm#ic

Regards,

Breda

(CID:93913751)

[DCIM_Support]

Jose,

Thanks for uploading the file, and sorry it took so long for me to get back to you.  Unfortunately there isn't enough information in the log file to fully diagnose the issue.  It looks like there may be something corrupt on your server that is preventing the Surveillance service from loading correctly. I would recommend contacting tech support so they can take a comprehensive look at your system and try to diagnose what has happened.

-Scott

(CID:93913747)

[DCIM_Support]

Hi Breda,

Client is installed in a Windows 7 64 bit Ent.
This error repeats on  other PC's as well.
Customer is not allowed to disable the firewall.
The client works without any problems at all until the customer add the surveillance key. At that moment the error shows. It is a Virtual DCE. 

The client is installed in a PC located on another sub network.

The customer did a test with the test drive and did not work either. I'm waiting for the details of the error. As soon as i have them i will share them with you.

Thanks for your time!!

(CID:93913962)

[DCIM_Support]

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