Event Clips & Images Missing
Missing alarm snapshots or event clips are usually caused by a failure to fetch the image immediately after the alarm trigger. This is often tied to synchronization, storage, or network latency.
Quick Diagnostic Checklist
| Check | Objective |
|---|---|
| Time Sync | Is the device time within 5 seconds of the platform time? |
| HDD Status | Are there "HDD Failure" or "Disk Full" alarms on the dashboard? |
| Playback | Can you manually play back video from that time in Genesis? |
| Cache | Are images from incorrect sites appearing? (Indicates cache corruption). |
In-Depth Troubleshooting
1. Time Synchronization (Mandatory)
Discrepancies between the device and the GCXONE cloud are the #1 cause of missing images.
- Tolerance: If the difference exceeds 5 seconds, the system may fail to capture the required three-image snapshot sequence.
- DST: Ensure Daylight Saving Time is enabled on the device hardware. Failing to do so will cause image retrieval failures whenever the time shifts.
2. Storage & Recording Configuration
If the device isn't recording, no image can be fetched.
- HDD Failure: Check for platform alarms indicating a hard drive issue. If the local disk fails, all subsequent alarms will lack snapshots.
- Clip Duration: Configure the device to record for at least 30 seconds per event. Short 10-second clips are often missed if there is even a minor time sync slippage.
- Continuous Recording: For high-security sites, continuous recording during armed periods is recommended to ensure "pre-alarm" footage is always available.
3. Network Latency & Flow
- High Alarm Volume: During an "Alarm Flood," a recorder may become too busy processing signals to respond to image fetch requests from the cloud.
- Latency: If network round-trip time is excessive, the fetch request may time out.
4. Cache Corruption (Mixed Images)
If an alarm shows an image from a completely different site:
- Diagnosis: This indicates a corrupted image cache.
- Resolution: Document the affected Site IDs and Camera Names and escalate to the NXGEN Technical Team for a cache purge.
[!TIP] If playback works on the native device interface but fails in GCXONE, it suggests a connection issue between the cloud and the edge device that requires attention.