NetBotz 550 Motion Detected but no Picture Attachment

[DCIM_Support]

Hi Team,

I had configured Pelco Sarix Camera to NetBotz 550 and motion used to be detected and images sent as attachement via email.

The client reported that the motion detected email alert is being recieved but no pictures attached.

I have checked all the configuration and they seem to be ok, I tried to remove and rediscover the cameras but still no picture attachment.

Please see below screen shots of my configuration and advise. Could there be a network change that has triggered this? who has experienced this before and how can I solve it?

Regards,

Felix

(CID:97486143)

[DCIM_Support]

Hi Felix,

Are you seeing images in the alert? You show 236 alerts for the last 3 years, do they all include images when viewed through advanced view (AV)?

What Pelco camera are you using?

What version of Botzware and Advanced View are you using?

To how many e-mail addresses are you sending this alert?

Can you test sending with lower resolution and less frame rate? 

What alert action are you using? (send e-mail, primary e-mail, sms?)

In the alert action what is the picture export format?

Is the target e-mail one in the alert action or a threshold specific addres

In the alert profile and the specific sequence you are using for this alert action, What are the capture settings for the pictures option?

Can you test this specific motion threshold with a new profile. Create a new alert action with a single e-mail address. Maybe even a different address to be sure the e-mail server is not stripping out the images. Use a small image and low frame rate. Make sure the sequence is always set to capture pictures. Create motion and verify it is seen. Verify the alert in AV includes these images. Check e-mail.

If the e-mail does not include the images, go to the bot using a web browser. Go to:

http://172.16.8.14/pages/support.html

Click the logread button. Attach the portion of the log that pertains to the timeperiod in question. We'll see if the bot is seeing anything.

Steve

(CID:97486158)

[DCIM_Support]

Are you seeing images in the alert? YES You show 236 alerts for the last 3 years, do they all include images when viewed through advanced view (AV)? ALERTS SHOWING ATTACHMENT STOP AT DATE 19/06/15 What Pelco camera are you using? PELCO SARIX IM10C10 What version of Botzware and Advanced View are you using? V 4.3.0 To how many e-mail addresses are you sending this alert? 3 EMAIL ADDRESS Can you test sending with lower resolution and less frame rate? TRIED What alert action are you using? (send e-mail, primary e-mail, sms?) PRIMARY E-MAIL In the alert action what is the picture export format? JPEG Is the target e-mail one in the alert action or a threshold specific addres ALERT ACTION In the alert profile and the specific sequence you are using for this alert action, What are the capture settings for the pictures option? ALWAYS CAPTURE

(CID:97486167)

[DCIM_Support]

Hi Steve, Please see below few lines of the logread that relate to the camera motion Jun 23 15:43:36 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Camera capture started: camera=nbRmtEnclosure_2_nbCamera_0 Jun 23 15:43:36 DR_DataCentre_NetBotz daemon.err nbAlertMgr: nbAlertCaptureActionStart: still running 'nbCameraCapture/nbRmtEnclosure_2_nbCamera_0/nbErrorCond_45371BEE' Jun 23 15:43:36 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:36 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 1 of 10 failed Jun 23 15:43:38 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:38 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 2 of 10 failed Jun 23 15:43:39 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:39 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 3 of 10 failed Jun 23 15:43:40 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:40 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 4 of 10 failed Jun 23 15:43:41 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:41 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 5 of 10 failed Jun 23 15:43:42 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:42 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 6 of 10 failed Jun 23 15:43:43 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:43 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 7 of 10 failed Jun 23 15:43:44 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:44 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 8 of 10 failed Jun 23 15:43:45 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:45 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 9 of 10 failed Jun 23 15:43:47 DR_DataCentre_NetBotz daemon.err nbCaptureMgr: nbFileSetAddDataChain: error opening /opt/netbotz/mnt/DRCCTV/NetBotz_DR_Backup/00_C0_B7_9C_C2_F6/16609/12/26160000/campic0000.jpg (errno=13) Jun 23 15:43:47 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: Picture 10 of 10 failed Jun 23 15:43:47 DR_DataCentre_NetBotz daemon.notice nbCameraMgr: capture_request_complete: Capture completed (camid=nbRmtEnclosure_2_nbCamera_0, filesetid=nbFileSet_16609_12_26160000) Jun 23 15:43:47 DR_DataCentre_NetBotz daemon.notice nbAlertMgr: Camera capture complete - fileset=nbFileSet_16609_12_26160000 Jun 23 15:43:47 DR_DataCentre_NetBotz daemon.notice nbSendEmailAlert: Send E-mail Alert started Regards, Felix

(CID:97486170)

[DCIM_Support]

Hi Felix,

Are you also using DCE? If so, what version? The only issue I've seen even close to this was related to an older DCE.

I noticed you have 2 cameras, both appear to be Pelco (hot isle and cold isle). Are they both doing the same thing?

I also noticed that since you have 3 year old alerts, you must be using remote storage. Is it possible, for a test, to put the remote share off-line so we can make sure the bot is only looking locally to get the images rather than potentially remotely? Don't tell the bot to stop using so that a reboot of the bot will reconnect assuming the share is back on-line.

Before the next test, please go to the log applet in AV. Set the global level to critical. Set any camera or capture specific component to trace. If using surveillance, set that to trace as well. Please set the UPnP component to trace as well. Run another test and then set these components back to global level and the global level back to where it was prior to this test.

Steve

(CID:97486177)

[DCIM_Support]

Hi Steve,

I have stopped the external storage backup and the email alerts are being recieved with attached images. I am not sure why that is so, but I am still investigating.

Regards,

Felix

(CID:97486179)

[DCIM_Support]

Felix, I believe the images are stored remotely then the bot needs to pull them back to send in the e-mail. There could either be a network latency or there could be a rights issue on the drive. Is the drive local? Have you tried attaching a NetBotz camera to this same appliance for testing to see if those images can be retrieved? Steve

(CID:97486188)

[DCIM_Support]

Steve, The Customer has two sites, one the Main DC and the other the DR. In both DC I had configured the NetBotz appliances External backup storage to the same windows share in a Server at the Main DC. The two NetBotz appliances stopped sending images at the same time despite being in two different geographical location. I therefore dismounted the windows share and now they work perfectly, the problem has to be with the windows share. Thanks a lot Steve, much appreciated. Regards, Felix

(CID:97486193)

[DCIM_Support]

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