Canon recording software RM9 V10 User Manual

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Troubleshooting
9
Messages Displayed in the Viewer
„Error Messages in the Video Window
Error Messages
MessageCause
Video windowConnecting to camera. The Viewer is in the process of connecting to the 
camera.
Cannot connect to camera. The Viewer cannot connect to the camera and live 
images cannot be displayed.
Getting camera control. Displayed after the user tries to get camera control.
Cannot get camera control. Another user with higher priority is already 
controlling the camera when you try to get camera 
control.
Control will be lost in  seconds. Displayed if the camera is idle for one minute; 
starts a countdown. The countdown starts at 10 
and counts down one second at a time until it 
reaches zero.
Camera control lost. A timeout occurred while the Viewer was 
controlling the camera or another user with higher 
priority requested camera control. Displayed for 
three seconds.
No recorded video. Displayed when playing back a recording if there 
is no recorded image at the current playhead 
position. 
Cannot Connect to the Storage Server. Displayed when you cannot connect to the Storage 
Server to play back a recording.
Please wait. Displayed when it may take some time to display 
an MPEG-4 or H.264 live/recorded image.
Could not connect to send audio. A connection for sending audio to the camera 
could not be established, so audio cannot be sent 
to the camera.
Could not connect to receive audio. A connection for receiving audio from the camera 
could not be established, so audio cannot be 
received from the camera.
You do not have permission to view the live video. The administrator has prohibited the display of live 
view. 
						

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„Warning Messages in the Viewer
„Confirmation Messages in the Viewer
MessageCause
Event notificationInvalid E-mail Address. Characters other than alphanumeric characters 
and the underscore (_) were entered for the e-mail 
address.
The SMTP server port is invalid. Please specify a 
value between 1 and 65535.An invalid SMTP server port number was entered. 
The POP server port is invalid. Please specify a 
value between 1 and 65535.An invalid POP server port number was entered.
User managementThe user name already exists. Tried adding a user to the Storage Server with a 
name that already exists.
Unable to change the user name. The user  already exists.Tried adding a user name on the Storage Server to 
a name that already exists.
Please ensure that the password and confirmation 
match exactly.The password in the [Confirm Password] field does 
not match the user password.
Are you sure you want to remove this user?  Tried to delete a user.
The number of connecting viewers has exceeded 
the recommended number, and the recording 
server is under high load.Tried connecting 7 or more Viewers at one time.
ConfigurationThe value for maximum must be greater than or 
equal to 1 day.Tried to specify less than one day for the maximum 
storage period.
Adding a recording scheduleStreaming for recording is applied only when the 
following conditions are satisfied:
– the video stream format is JPEG
– the frame rate settings do not exceed 10 fps
– there is no existing recording-mode stream in 
the camera.Tried to enable a recording-mode stream.
MessageCause
Adding and editing a cameraAre you sure you want to remove the camera 
? If the camera is removed, you 
will not be able to play back recorded video.Tried to delete the camera.
Viewer windowThis will replace an existing layout of the same 
name. Are you sure you want to continue?Tried to save the current layout with a name that 
already exists.
Managing a layoutThis layout is included in a layout sequence open 
in another tab or window. Are you sure you want to 
continue?Tried to change and save settings for a layout 
included in a sequence that is open in another tab 
or window.
Are you sure you want to delete the selected layout 
? Tried to delete a layout.
Are you sure you want to delete the folder ;  including all layouts and layout 
sequences inside it? Tried to delete a layout folder.
Shared layout sequences cannot contain personal 
layouts. All of the personal layouts will be 
automatically removed from this layout sequence. 
Are you sure you want to continue?Tried adding a user layout to a shared layout 
sequence.
Are you sure you want to delete layout sequence 
?Tried to delete a layout sequence. 
						

							Error Messages
123
Troubleshooting
9
„Error Messages in the Viewer
MessageCause
Recording schedulesThis schedule item overlaps a previously 
scheduled item. Please check your settings and try 
again.Recording schedules overlap.
Recording schedule items must be set at least 15 
minutes long. Please check your settings and try 
again.Tried to set a schedule with a period shorter than 
15 minutes.
Recording schedule items cannot be created for 
the following cameras because of a clash with 
existing schedules:  Tried to drag a recording schedule window to add 
multiple recording schedules, but one camera has 
a conflicting schedule.
Failed to create multiple recording schedule items. 
All selected cameras have recording schedule 
items that clash with a schedule time range.Tried to add a recording schedule to multiple 
cameras using the [Edit Schedule Item] dialog 
box, but the schedule time range clashes with 
schedules that are already set on the cameras.
At least one day must be selected. Please check 
your settings and try again.[OK] was clicked without specifying the day of the 
week.
At least one recording mode must be selected. 
Please check your settings and try again.[OK] was clicked without selecting the check box 
for a recording mode.
You cannot use digital zoom with “Current Camera 
Position”.Tried to specify the electronic zoom range for the 
VB-C60 or VB-M40 and close the [Edit Schedule 
Item] dialog box with [Current Camera Position] 
selected.
Special day schedulesThis schedule type has days set up for it to be 
used on. These need to be removed before 
deleting the schedule type.Tried to delete the special day schedule that has 
scheduled days.
This day has already been set as special day 
schedule . Do you want to 
delete the day from the special day schedule 
 and use it in this schedule?Tried to use dates that are already used for another 
special day schedule.
Special day schedules cannot be set the end time 
which is earlier than the start time.Tried to register a schedule that goes past 24:00.
A schedule with this name already exists. Tried to add a special day schedule with a name 
that already exists.
Viewer windowCommunication with the SSG “” has failed. To ensure that event and 
video data are available from this SSG, identify and 
resolve the problem and then press [OK] to 
reconnect to the SSG. If you press [Cancel], then 
some event data including all future events for 
cameras recording to this SSG will not be 
available.A problem occurred when connecting to the 
Storage Server to display a Viewer window.
Do you want to save changes to this layout? Tried to close a layout that was modified.
Cannot save it in this folder. The Windows folder or the Program Files folder 
was specified as the destination folder for 
snapshots.
This will replace an existing layout of the same 
name. Are you sure you want to continue?Tried to save a layout sequence to a folder that 
contains a layout or a layout sequence with the 
same name.
This layout cannot be saved using the same name 
as an open layout. Please try again using a 
different name.Tried to save a layout using the same name as 
another layout that is open in another tab or 
window.
Adding and editing a cameraCould not connect to camera. Please verify that the 
host name, port number, user name and password 
are correct.Could not connect to the camera.
Are you sure you want to remove the camera 
? If the camera is removed, you 
will not be able to play back recorded video.Tried to delete a camera. 
						

							124
Saving the specified imageThe length of the extracted video must not exceed 
1 hour.Tried to make the time longer than 1 hour.
Unable to extract video. There is no video data in 
the specified timeframe.Could not save an image because there was no 
recorded image in the selected segment.
Cannot save it in this folder. The Windows folder or the Program Files folder 
was specified as the destination folder for a .mov 
file.
[Organize Layouts and 
Layout Sequences] dialog 
boxYou cannot move the layout  
because it is contained in the current layout 
sequence.Tried to move a layout that is registered to the 
layout sequence currently in use.
You cannot move the layout  
because it is the current layout.Tried to move the current layout.
You cannot delete the layout  
because it is the current layout.Tried to delete the folder that contains the current 
layout or the current layout and layout sequence.
Unable to change layout name. The name  already exists.Tried to rename a layout using the same name as 
an existing layout.
You cannot move the layout sequence  because it is the current layout 
sequence.Tried to move a layout that is registered to the 
layout sequence currently in use.
You cannot delete  because it is 
used by the current layout sequence.Tried to delete a layout that is part of the current 
layout sequence.
You cannot delete the layout sequence  because it is the current layout 
sequence. Tried to delete the current layout sequence.
You cannot move the folder  
because it contains an open layout sequence.Tried to move the folder that contains the layout 
sequence currently in use.
You cannot move the folder  
because it contains an open layout.Tried to move the folder that contains the current 
layout.
You cannot delete the folder  
because it contains the current layout.Tried to delete the folder that contains the current 
layout.
Unable to create folder. The name  
already exists.Tried to create a new folder using the same name 
as an existing folder.
Unable to change layout folder name. The  already exists.Tried to rename a folder using the same name as 
an existing folder.
You cannot move  folder because it 
contains layout  used by layout 
sequence  which is 
open.Tried to move a folder that contains a layout 
registered to the current layout sequence.
You cannot delete  folder because it 
contains layout  used by layout 
sequence  which is 
open.Tried to delete a folder that contains a layout 
registered to the current layout sequence.
MessageCause 
						

							Error Messages
125
Troubleshooting
9
Messages Recorded in the Log Files
„Log File Locations
The Storage Server log files are saved in the following folder on the computer where the server is installed.
:\ProgramData\Canon\WebView\NVR30\Log\
Types of Log Files
„Error Message List
Messages shown below are recorded in the log file when an error occurs.
File NameExplanation
storage_server_log_0.csv Log file for the Storage Server
viewer_log_0.csv Log file for the Viewer
MessageExplanation
Cannot rename storage_server.cfg.tmp to storage_server.cfg fileA temporary file for the configuration file was found, but could not 
be renamed.
No configuration file found. Could not find the Storage Server configuration file.
Cannot delete old config , error code  Could not save the configuration.
Cannot rename config from  to 
storage_server.cfg, error code Could not save the configuration.
Cannot write to config {storage server name} Could not save the configuration.
Configuration file failed consistency check, exiting... Inconsistency was found in the configuration file. This occurs when 
the configuration file is rewritten directly.
Error: Local machine not in the config. Could not find the IP address or host name of the Storage Server in 
the configuration file.
Failed to bind to listen port {port number} The Storage Server could not bind to the port.
Failed to setsockopt for conditional accept() Could not apply a socket option to the socket for group 
communication.
LS_start_service(apache) failed. Apache startup failed.
Email Authentication error ():  An authentication error occurred while sending e-mail.
Email error: recipient is unreachable ():  A transmission error occurred while sending e-mail.
Email error: server not responding ():  Could not communicate with the SMTP host while sending e-mail.
Unable to obtain file size on disk, GetFileAttributesEx failed with 
error=%d for file %SCould not determine the size of the media or event file.
CameraServer  disconnected() Could not connect to the camera. 
						

							126
„Error Codes
Winsock Error Codes
SMTP Error Codes
CodeError MessagePossible Cause
10038An operation was attempted on something that is not a 
socket.This may occasionally occur. No action is required.
10048Only one usage of each socket address (protocol/network 
address/port) is normally permitted.All communication resources are in use. This error is 
frequently reported when a video can no longer be displayed 
in a Viewer layout sequence.
10050A socket operation encountered a dead network. Occurs when the computer recognizes that the network is 
down because the router or hub closest to the computer is 
powered off. Normally, this cannot be recognized, therefore 
this error is rarely reported.
10051A socket operation was attempted to an unreachable 
network.Occurs when other network devices recognize that the 
network is down because the router or hub is powered off. 
Normally, this cannot be recognized, therefore this error is 
rarely reported.
10054An existing connection was forcibly closed by the remote 
host.The connection was aborted by the camera due to a camera 
restart or other causes. This may occur when the camera is 
restarted using the restart button on the Setting Page 
provided by the camera software. However, this rarely 
occurs.
10060A connection attempt failed because the connected party 
did not properly respond after a period of time, or 
established connection failed because connected host has 
failed to respond.A timeout occurred in the TCP connection with the camera. 
This occurs when the camera is powered off.
10061No connection could be made because the target machine 
actively refused it.The camera rejected the TCP connection. This occurs when 
the port number is incorrect or from another cause.
10064A socket operation failed because the destination host was 
down.Occurs when the camera is powered off. Normally, 10060 
occurs.
10065A socket operation was attempted to an unreachable host. There is no route for connecting to the camera. This may also 
occur when there is a failure in the network cable connected 
to the computer or hub.
10091WSAStartup cannot function at this time because the 
underlying system it uses to provide network services is 
currently unavailable.There is a failure on the computer’s network adapter.
11001No such host is known. The host name could not be resolved in the DNS.
11004The requested name is valid, but no data of the requested 
type was found.The host name could not be resolved in the DNS.
CodeError MessagePossible Cause
421 Service not available, closing transmission 
channelThe communication was terminated because the mail server 
was stopped.
450Requested mail action not taken: mailbox unavailable The requested mail processing was not performed because 
the mailbox is not available.
451Requested action aborted: local error in processing The requested operation was canceled because an error 
occurred in the mail server.
502Command not implemented The mail server does not support the command that was 
sent.
550Requested action not taken: mailbox unavailable The request was not executed because the mailbox is not 
available. 
						

							Error Messages
127
Troubleshooting
9
HTTP Error Codes
wininet Error Codes
POP Error Messages
CodeError MessagePossible Cause
401Unauthorized The user name and password for connecting to the camera 
is incorrect.
403Forbidden A connection cannot be established due to an IP address 
restriction on the camera. This may also be returned by a 
proxy server.
500Internal Server Error Occurs when the HTTP server is running but the Storage 
Server is not started. It may also occur during normal 
operation if the camera is restarted.
503Service Unavailable Occurs when the camera is temporarily unable to process 
requests due to server overload (excessive requests from 
multiple clients), or an uncompleted start-up process on the 
camera, or other reasons.
CodeError MessagePossible Cause
12002The request has timed out. A request timeout occurred. Indicates that the connection or 
request transmission failed.
12005The URL is  invalid. The URL is incorrect. Normally, this does not occur, however, 
it may occur when an attempt is made to connect to an 
unsupported camera.
12007The server name could not be resolved. The host name could not be resolved. This error is generated 
when a host name that is not registered in the DNS is 
specified or when a problem occurred in communication with 
the DNS itself.
12017The operation was canceled, usually because the handle on 
which the request was operating was closed before the 
operation completed.The communication was canceled. This error does not 
indicate a problem and may be generated during normal 
operation.
12029The attempt to connect to the server failed. The connection to the camera failed. Normally 12002 is 
generated.
12030The connection with the server has been terminated. The connection to the camera has been aborted. The 
disconnect process itself is recorded when it executes 
normally.
12031The connection with the server has been reset. The connection to the camera has been reset.
Error MessagePossible Cause
ERR never heard of mailbox name The e-mail address is incorrect.
ERR invalid password The password is incorrect.
ERR unable to lock maildrop The mailbox cannot be used. It is already in use by another program. 
						

							128
Event Information
Event InformationDisplayed Message
Motion Detection [Motion On] or [Motion Off]
Sensor Recording [Sensor On] or [Sensor Off]
Record Now [Manual Recording Started] or [Manual Recording Stopped]
Intelligent Function [Intelligent Function On] or [Intelligent Function Off]
Volume Detection [Volume Detection On] or [Volume Detection Off]
Recording [Recording Started] or [Recording Stopped]
Change in the recording frame rate [Recording Frame Rate reduced due to high load issues] or [Reverted to the 
Recording Frame Rate due to resolution of high load issues]
Low Disk Space Warning [Warning: Files deleted due to low disk space]
Delete recorded files (when disk space is insufficient) [Delete recorded files (when disk space is insufficient) started] or [Delete 
recorded files (when disk space is insufficient) stopped]
Delete recorded files (when disk space is low) [Delete recorded files (when disk space is low) started] or [Delete recorded files 
(when disk space is low) stopped]
Suspending/Resuming Recording [Recording Suspended] or [Fixed: Recording Resumed]
Camera Communications Error [Error: Cannot Connect to Camera] or [Connection to Camera Fixed] 
Storage Server Starting/Stopping [Storage Server Started] or [Storage Server Stopped] 
						

							Appendix
❏Creating a shortcut icon
❏Camera maintenance
❏Checking the version
❏Limitations for MPEG-4 and H.264 formats
❏Using AXIS models 
						

							130
You can configure the way the Viewer starts up, for 
example, to have it bypass the login screen with the user 
name and password (pp. 39, 40) by creating a shortcut 
icon that specifies Viewer startup options.
[Viewer.exe] is located in the following folder by 
default:
:\Program Files\Canon\WebView\NVR
A dialog box asking whether to create a shortcut on 
the desktop is displayed.
Note
 corresponds to the drive containing the system 
files of the operating system. If the operating system is installed 
on the C drive, the system drive is the C drive.
About the Latest Camera Firmware
You can find the latest firmware and configuration backup 
and restore tools for cameras that are supported by this 
program at the Canon Web site.
Update the Firmware
To update the firmware for your camera, you must use the 
tool that is specific to your camera model.
Note
If the firmware update fails, restore the configuration using the 
Restore Tool.
Create a Shortcut Icon for Starting the Viewer
Important
 You cannot reconfigure the shortcut icon that is automatically 
created on your desktop when you install this software.
 The login password can be easily viewed in the properties of 
the shortcut icon. Make sure to take sufficient security 
measures when using this feature.
1Right-click [Viewer.exe] in the installation folder and 
click [Create shortcut].
2Click [OK].
3Right-click the shortcut icon that was created on the 
desktop and select [Properties].
4On the [Shortcut] tab, add a startup option to [Target].
Startup OptionsDescription
-group nvr://
:@<
storage server group name>The information in the options 
is used to connect to the 
server group and start the 
Viewer, without displaying the 
[Connect to Storage Server 
Group] dialog box on startup.
5Click [OK] to close the dialog box.
Camera Maintenance
1Download the latest firmware with the Firmware 
Upgrade Tool, and download the Backup Tool and 
Restore Tool.
2Back up the camera configuration using the Backup 
Tool.
3Update the firmware using the Firmware Upgrade 
Tool.