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Alerts raised (Input lost (This alert is raised when VidiReports does not…

- - - - The solution is to lower the resolution to a value that can be accepted by the CPU.
    - - If you need more than 2.5 meters (8 ft) length of cable, you should use active USB2 or USB3 extenders that will amplify the power to the camera.
    - - physically reconnecting the camera.
    - - The only known solution consists in rebooting the device. This is also why, for devices that are not easily accessible, we recommend to reboot them regularly.
    - - It's worth also looking at the alert history for that location, to see if the Input lost alert is recurring for that location; if it is, it is probably due to poor network service quality.
- - - - Do you have more than 10 refused events ?
        
        Yes
        
        The problem comes most likely from here.
        When the time drift is higher than 2 hours, events are refused.
        
        Fix the time drift problem. #
        
        No
        
        Then, this is ok.
        What happens is everytime a box uploads data to VidiCenter, VidiCenter sends back a mssage saying "ok, events inserted" and the box then deletes those events from its memory. Sometimes, the communication between the box and VidiCenter is cut before VidiCenter could say that the last few events were inserted. So the box keeps them locally. Upon the next upload, those events will be sent again. Since they are already in the database, they will be refused.
    - - Have you had this alert for a while?
        
        Yes
        
        Do you have Fingerprint change alerts and Session ID alerts?
        
        Yes
        
        You have a duplicate box ID. This means that 2 different computers use the same ID to upload data to VidiCenter.
        
        Find the duplicate box ID (the IP address you see in VidiCenter should help you find the two boxes).
        The easiest solution is to replace the faulty configuration files by the original one, that was part of the software delivery.
        The other solution is to edit the faulty configuration files and replace all occurences of BoxId=<any_value> and BoxMAC=<any_value> by BoxId=-1 and BoxMAC=0, and to remove all occurence of BoxRequestUID=<any_value>. The 2nd solution is worth when there are other configuration parameters in the file that need to be kept (like the video resolution for example).
        
        No
        
        Please contact help@quividi.com
        
        No
        
        You can ignore it for the moment.
        Sometimes there can be a short network interruption at the end of an upload , that prevents VidiCenter from sending the 'data received' message. At next upload session, VidiReports will try to upload again the same data, but VidiCenter will refuse it because it was already uploaded. This corresponds to most refused events alerts in VidiCenter.
- - - - The machine is not set to the correct UTC time
        
        Verify the timezone of the location.
    - - This is a bug.
        
        Please enter a ticket for support, this can only be debugged by Quividi.
    - - The value for the BoxMAC field in the VidiReports configuration does not match the value of the BoxId.
        
        The BoxId and BoxMAC should never be changed in the configuration file. You can retrieve the original values from the BoxID page in VidiCenter.
    - - The specified box does not exist in VidiCenter.
        
        The box has probably been deleted. Contact help@quividi.com, describe the problem and provide the box ID you are looking for. We will find it and put it back in your network.
    - - Your box is associated with a location/site/network that is flagged as inactive in VidiCenter.
        
        The BoxId and BoxMAC should never be changed in the configuration file. You can retrieve the original values from the BoxID page in VidiCenter.
    - - Do you have a location ready for that box?
        
        Yes
        
        Open the location page and associate the box with it.
        
        No
        
        You'll have to create a new one and associate it to the box. If you need help for that, please have a look at the VidiCenter Manager tutorial.
- - - - The computer is probably turned off, or offline, and this is why there is an Upalod Period alert.
    - - Is VidiReports running?
        
        No.
        
        Start VidiReports. Make sure it is launched upon every start of the computer.
        
        Yes.
        
        The box cannot connect to api.quividi.com. It could be because of the firewall the proxy, the DNS, the internet router that went down…
        
        In a command window, type “ping soap-cid1210.vidiserver.quividi.net” (for VidiReports 6.2.1) or “api.quividi.com” (for VidiReports 6.3 and later).
        
        If the ping answers, chances are you are using a proxy and VidiReports config file is not up to date.
        
        To solve this issue, install the latest version of VidiReports.
        The proxy will automatically be recognized.
        
        If the ping doesn’t answer, try “ping 163.172.103.192”. It is the current IP address of api.quividi.com
        
        It works
        
        1 more item...
        
        It doesn't work
        
        1 more item...
- - - - The license you are using is not good.
        
        You have an active license.
        
        Install your active license on the device. You need to place in the same folder as the VidiReports executable.
        
        You don't have an active license
        
        Contact Quividi to request a license
    - - Did you change the player of the box recently?
        
        Yes
        
        Then this alert is normal: it indicated that a player different from the previous one is trying to upload data for the given location. You can safely ignore that alert.
        
        No
        
        Two boxes have the same ID, but since they are different players, their fingerprints do not match.
        
        The easiest solution is to replace the faulty configuration files by the original one, that was part of the software delivery. The other solution is to edit the faulty configuration files and replace all occurences of BoxId=<any_value> and BoxMAC=<any_value> by BoxId=-1 and BoxMAC=0, and to remove all occurence of BoxRequestUID=<any_value>. The 2nd solution is worth when there are other configuration parameters in the file that need to be kept (like the video resolution for example).
    - - Session ID alert is raised when two instances of VidiReports try to upload data with the same BoxID
        
        The easiest solution is to replace the faulty configuration files by the original one, that was part of the software delivery. The other solution is to edit the faulty configuration files and replace all occurences of BoxId=<any_value> and BoxMAC=<any_value> by BoxId=-1 and BoxMAC=0, and to remove all occurence of BoxRequestUID=<any_value>. The 2nd solution is worth when there are other configuration parameters in the file that need to be kept (like the video resolution for example).
    - - Did you change the timezone of the box to set it to the correct timezone?
        
        Yes
        
        Good, this is what you should do. You can just ignore this alert.
        
        No
        
        Has the timezone been changed by mistake on the player?
        
        Yes
        
        Change it back to what it should be.
        
        No
        
        Do you also have Fingerprint Change alerts and Session ID alerts?
        
        Yes
        
        1 more item...
        
        No
        
        1 more item...
    - - This alert is raised only in the case the user has set a threshold for the daily viewers alert in the Site edition page. VidiCenter performs a comparison between the number of viewers for the just-expired day and the reference (i.e. average) number of viewers for the corresponding weekday; an alert is triggered if the ratio between the figures drops below that given threshold.
        
        If you get this alert, it means that the watchers are lower than the threshold you defined. It could be due to a lot of different factors (store closed / no traffic in front of the screen / camera moved and is not pointing at viewers...).
        
        You can connect remotely to the player and try to understand what happens by connecting to the localhost if this is an unexpected alert.
    - - Is the camera pointing at an area only lit by daylight, and is the alert occuring at night?
        
        Yes
        
        Then, this alert just indicates that the camera only sees black.
        If this is expected (your camera is in an outside area), you can manually set the "black input" as not an alert in the Site edition page.
        
        No
        
        Connect to the player.
        
        Remotely
        
        Connect to localhost and see if the camera gets the correct input. If not, you may have to physically go and position the camera correctly.
        
        Physically
        
        Is the camera positionned correctly?
        
        Yes
        
        1 more item...
        
        No
        
        1 more item...
- - - - What is most likely happening is that the time of the box is set and given by the box itself. If its internal battery starts losing power, the time will start drifting. To avoid this, set up the correct local time + ensure that this time stays synchronized with a Network Time Protocol server (also called Internet Time Server, ie a server that broadcasts the universal clock).,
    - - Log into the box.
        Set up the correct local time + Ensure that this time stays synchronized with a Network Time Protocol server (also called Internet Time Server, ie a server that broadcasts the universal clock).
- - - - Physically
        
        Go to the localhost and select the camera in the list of available devices.
        
        There is no camera
        
        There is a camera
        
        Select this camera if it is availble, and click "save config and restart VidiReports". It will now be used buy default by VidiReports.
      - Remotely
        
        Go to the localhost, and in the Logs part, look at the error message. Either there is no camera found on the system, either there is one, with a different camera UID than specified.
        
        There is camera with a different UID
        
        Go to the config file and write the new camera UID
        
        Other solution: if your camera keeps switching between two or several UIDs, we have a special tweak since VR 6.4.24 : you can set several possible different UIDs. The first enumerated UID found will be used.
        
        There is no camera
        
        You need to use a working camera.