Canon recording software RM25 V10 User Manual

							Error Messages
9-5
Troubleshooting
9
„Warning Messages in the Viewer
„Confirmation Messages in the Viewer
„Error Messages in the Viewer
MessageCause
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  aleady exists.Tried changing 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.
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.
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.
Managing a layoutThis will replace an existing layout of the same 
name. Are you sure you want to continue?Tried to save an open layout to a folder that 
contains a layout with the same name. Alternately, 
tried to move or copy a layout to a folder that 
contains a layout with the same name.
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.
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 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, however, 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. 
						

							9-6
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 connecting to the Storage 
Server to display a Viewer window. When multiple 
Storage Servers are registered, a window may be 
displayed for each server.
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.
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.
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.
Managing a layoutThis layout cannot be saved using the same name 
as an open layout. Please try again using a 
different name.A layout with the same name exists in the 
destination, and the name is the same as the layout 
currently in use.
You cannot move the folder  
because it contains an open layout.Tried to move a folder that contains an open layout 
to another folder.
You cannot move the layout  
because it is the current layout.Tried to move the current layout to another folder.
You cannot delete the layout  
because it is the current layout.Tried to delete the current layout.
You cannot delete the folder  
because it contains the current layout.Tried to delete the folder containing the current 
layout.
Unable to change the layout folder name. The 
name  already exists.Tried to change the name of the folder to the name 
that already exists.
MessageCause 
						

							Error Messages
9-7
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.
„Error Codes
Winsock Error Codes
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.
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.
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.
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. 
						

							9-8
HTTP Error Codes
wininet Error Codes
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 configuration 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 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
401Unauthorized The user authentication 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.)
CodeError MessagePossible Cause 
						

							9-9
Troubleshooting
9
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.
Event Information
Event InformationDisplayed Message
Record Now [Manual Recording Started] or [Manual Recording Stopped]
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]
CodeError MessagePossible Cause 
						

							9-10 
						

							Appendix 
						

							10-2
You can configure the way the Viewer starts up, for 
example, to have it bypass the login screen with the user 
name and password (P. 3-3, P. 3-4) 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 
configuration 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 update 
tool, and download the configuration backup and 
restore tools.
2Back up the camera configuration using the 
configuration backup tool.
3Update the firmware using the firmware update tool. 
						

							10-3
Appendix
The steps below explain how to check the version of this 
software.
Checking the version of the Viewer
Checking the version of the Storage Server
The VB-C60, VB-C500D, and VB-C500VD support 
MPEG-4 format, while the VB-M40, VB-M600D, VB-C600V 
and VB-C700F support the H.264 format. Note that the 
following limitations apply.
Live display
 The following video window settings are disabled, and 
the frame rate settings on the camera are enabled.
– Maximum Frame Rate
– Auto Adjust Frame Rate
 Synchronization of audio and video is not guaranteed.
How to Check the Version
1Start the Viewer.
2Click [Help] > [About].
3Check the version of the software on the displayed 
dialog box.
1Click the Start button > [Control Panel] > [Uninstall a 
program] or [Add or Remove Programs].
2Check the version of the software in the displayed list.
Functional Limitations for MPEG-4 and H.264 formats 
						

							10-4
A
actions required when recording errors occur .............. 9-2
Aperture Mode............................................................... 4-9
audio
play back ............................................................. 6-10
sound settings ....................................................... 2-5
audio panel ........................................................... 6-3, 6-10
B
backup........................................................................... 8-2
restore .................................................................... 8-3
C
Camera Control ...................................................... 6-3, 6-8
Camera Selector ..................................................... 4-5, 6-3
cameras
adding ................................................................... 3-8
advanced settings ................................................. 4-7
control ............................................................. 6-3, 6-8
editing information ............................................... 3-10
maintenance ........................................................ 10-2
properties ............................................................ 3-10
removing .............................................................. 3-11
searching ............................................................... 3-9
selecting ................................................................ 4-5
settings .................................................................. 4-5
supported .............................................................. 1-4
thumbnail ............................................................. 3-11
capturing a still image ................................................... 6-4
compatibility .................................................................. 1-5
compensation ......................................................... 4-8, 4-9
E
event notification............................................................ 4-4
events
checking .............................................................. 6-12
errors and warnings ............................................... 7-2
searching ............................................................. 6-12
external outputs ........................................................... 4-10
F
firmware ....................................................................... 10-2
focus ............................................................................ 4-10
focus and speed.......................................................... 4-10
format
video ............................................................. 5-4, 10-3
video window ......................................................... 4-7frame rate ............................................................... 4-3, 5-4
full screen display ......................................................... 4-7
G
Gain ............................................................................... 4-9
grid .............................................................................. 4-11
H
H.264 .................................................................... 4-7, 10-3
I
image quality ................................................................. 1-7
image size .............................................................. 1-7, 4-6
images
adjustment............................................................. 4-8
compensate for dark regions .............................. 6-11
installation ..................................................................... 2-2
how to install the software ..................................... 2-2
settings after installation ........................................ 2-4
Iris.................................................................................. 4-9
J
JPEG ...................................................................... 1-8, 4-7
L
layouts ......................................................................... 4-11
creating ............................................................... 4-11
organizing............................................................ 4-12
saving .................................................................. 4-12
shared ................................................................. 4-12
switching ............................................................. 4-12
live events ................................................................... 6-12
log ................................................................ 6-3, 6-12
live image ............................................................... 6-4, 6-7
log files .......................................................................... 9-7
M
maintenance, camera ................................................. 10-2
maximum disk space used ........................................... 3-6
menu bar ....................................................................... 6-3
messages
error ....................................................................... 9-4
log files .................................................................. 9-7
MPEG-4 ................................................................ 4-7, 10-3
Index