Introduction Users report gaps in recordings without providing any actionable evidence that points to an issue. Before submitting a ticket, confirm you have an issue by reviewing the Record troubleshooting guidelines and try to self-correct. If you believe you have an issue, below is the needed evi...

Introduction We sometimes require the original bvr file in order to investigate certain issues such as Record, Export or Playback issues. Many users use the popular Combine/cut feature in Record settings to reduce the number of files/recordings that are created on your file system. However, these B...

Introduction It is crucial to understand the camera stats. Poor video feeds can lead to many other issues. Camera stats BI provides two ways to understand the health of your camera streams. For an individual camera, Camera settings -> General tab provides all the relevant information for an individ...

Introduction Hardware acceleration is one lever that can be used to optimize your BI server. This article provides clarity on leveraging GPUs when available in BI. If you are interested in determining hardware specifications for a new server, see server recommendations . If you need to know how to ...

Introduction Short helper article explaining how to provide remote access to your camera for BI testing. Remote testing Occasionally engineering needs to get involved in order to tweak the BI connector to get cameras to work. If connecting a camera cannot be resolved via the troubleshooting steps ,...

Introduction Similar to VLC, ONVIF Device Manager (ODM) is another very valuable open source software application used to troubleshoot cameras with ONVIF support. Helper YouTube videos: The ONVIF Device Manager video is a short 7 min video explaining how to use the software. The How to Get the RTSP...

Introduction If you were directed to this page you are having audio issues. Audio or 2-way audio I cannot hear audio from the camera. I cannot speak to the camera. Below are the settings to double check. If you need support to get involved, the Next steps / Submit a ticket section explains exactly ...

Introduction Having a functioning database is critical to BI performing correctly. If there are database read/write errors, then bad things happen like recordings/alerts go missing. Many users do not realize this, but the Clips list, Alerts list and Timeline are visual representations of records st...

Introduction Issue: CPU utilization > 60-75% is not good. Troubleshooting The CPU management section in the Help file provides a thorough explanation of CPU utilization. Below are the most common issues/fixes that alleviate CPU load. Antivirus and firewall exemptions BI will not perform well if Win...

Introduction We occasionally receive tickets that RAM keeps growing while BI is running. Occasionally there is a RAM leak introduced by BI and if so we will notify you. If not, more often than not, hardware issues or drivers cause the leak. Instability_gotcha 2.png Troubleshooting Version control I...