Troubleshooting

Troubleshooting guide to VIS related issues. This section aims to help system integrators and 2nd level support team to diagnose and solve VIS incidents.

System works but no logs recorded

Symptom

The system operates normally—IPIO outputs respond to events—but no event logs appear in Visor. Expected email alerts may also be missing.

Diagnostics

1. Logs but no videos: encoder exception
2. No logs at all: broken SSD - do not restart!
3. Only older logs: full SSD - do not restart!
4. System logs but no event logs and system's new: Interpreter issue
5. System logs and old event logs but no new event logs: Vislet issue

Possible cause 1: Vislet exception

An unhandled exception in the pipeline may break recording. Visor must show previous recordings. H/B may not stop.

Possible cause 2: Broken or full SSD

A permanent or temporary problem with the SSD such as high working temperature may break it, permanently or temporarily. In case of an SSD failure system keeps working until it is restarted so do not restart unless you are ready to attend.

Diagnostics

1. Full disk:
   1. Check Visor logs; older logs and videos should remain accessible.
   2. Check free space. SSH access yields an exception telling there's no disk space. Restart may solve the issue or may open some space to allow SSH to remove manually, else free space manually.
2. Overheating: Check SSD temperature. Consider changing SSD or improve cooling. A broken SSD may prevent from remote access to the device. If it is warm, cooling the system system may fix the SSD so that a remote access is possible.
3. Failed SSD: SSD may need to be replaced with a new one. Do not restart until you are ready to attend.

Possible cause 3: Encoder exception

This applies only to systems with Jetson modules. Visor and outputs works fine. Emails may fail. Logs are recorded but no video play. System logs show GStreamer/NVidia libraries exceptions. Videos in Visor log page seem to exist but when you try to watch it doesn't load but a indicator keeps turning.

Resolution: Restart. If issue continues, open a ticket or escalate.

Possible cause 4: Interpreter exception

An interpreter issue may prevent logs from being recorded. This most probably occurs in systems during deployment and should be found out during initial testing. System must be new, or recently altered and had no prior records of logs and/or video. This applies to event logs only. System logs must be there.

Resolution: Restart. If issue continues, open a ticket or escalate.

No Camera Image

Possible causes

• Camera is offline.
• Network connection is unavailable.
• Camera is being restarted.

Resolution

• Verify the camera status.
• Wait a few moments and try again.
• Contact your system administrator if the problem persists.

No Output

Possible causes

• The event does not trigger an output: check video feed to change outputs
• The warning device is offline: check IPIO via IPIO Manager

Unable to Log In

Possible causes

• Login page loads: Incorrect username or password
• No login page: VIS does not run