Symptom

Installation Error

1. iomnidemo/iomnimgr account was not created, due to password security policy…
   
   
   
   
2. Error 1608: unable to create installDriver instance, return code: -2147319784. -or- Error -1608: Unable to create InstallDriver instance.

Cause(s)

1. Different computer security policies require different levels of password complexity. If the policy requires a password more complex than the default password “demo”, a more complex password must be used to create the user accounts.
2. Error 1608 is a very system specific issue and is often caused by limited system privileges, incorrect DCOM settings, or another malfunction on the computer.

Solution

1. Download http://www.iomniscient.com/Tools/addusers_v3.0.zip and run the script to create a user account with password ‘Admin1234’ for iomnidemo and iOmniMgr.
2. There are a number of possible solutions to this problem
1. Check to make sure that your DCOM settings are configured to allow full permissions to the users.
2. Update to the Latest InstallShield Installation Engines.
3. Manually Register IDriver.exe.
4. Install Microsoft Networks Client.

Symptom

1. Create DATABASE failed.
2. Error executing SQL script IQSysDatabase.sql
3. Error 1603 while the installer is performing custom script actions
4. Error connecting to database iQSys.Server: Microsoft SQL Server (LOCAL). Database ‘iQSys’ cannot be opened due to inaccessible files or insufficient memory or disk space. See the SQL Server errorlog for details. (945)
5. While installing iQ Series, you get a SQLError: Could not locate entry in sysdatabases for database ‘iQSys'. No Entry found with that name. Make sure that the name is entered correctly.
6. Error 27506.Error executing SQL script IQSysDatabase.sql during normal installation




7. Error 27506 Error 27506.Error executing SQL script IQSysDatabase.sql during upgrade from version 3.5 to version 4.0

Cause(s)

1. The Pre-requisites installer has not installed the SQL Server
2. The Pre-requisites installer could not install the right instance of SQL Server.
3. There is an existing database using the default name specified by the installer blocking the SQL installer when it tried to create a new instance with the default name.
4. The Database files .mdf/.ldf were in use while pre-requisites installation, and hence the installer could not create the new database
5. The Database files .mdf/.ldf still exist and are preventing the installer from creating new database files which require the same file names.
6. There is not enough space on the hard drive for installation of the database or the user account installing the database does not have administrative rights.

Solution

1. The Database files are still in use by the previous versions. If this is the case then please download www.iomniscient.com/Tools/DropDB.zip and run the batch file to delete existing database. Re-run the installer again. Alternatively, install a database managing program compatible with Microsoft SQL Server (such as SQL Management Studio from Microsoft downloads). Once you have successfully installed it, run the software and connect to the database. Once you have connected, remove database instances called iQSys and iQDomainSys.
   If you still have the same problem, go to step.2.
2. The Prerequisites installer should have installed the SQL Server, and the SQL Server should be running in the windows services. If this is not running confirm if you have used the right language prerequisites for the language of your OS. Pre-requisties installer comes in different language OS support – Chinese, German, Spanish, etc
3. The instance name of SQL Server should be MSSQLSERVER, most SQL Servers install an instance with SQLEXPRESS, this is not correct. So please uninstall all other instances of SQLServer and re-run prerequisites.
4. If any of the above steps did not help, uninstall SQLServer and all its components from the system by using Control panel. Check for these three folders and delete them

   1.C:\ProgramFiles\iomniscient
   2.C:\ProgramFiles\Microsoft SQL Server
   3.C:\ProgramFiles\iOmniscient

   If it’s a 64bit machine, please check for different location for these three folder:
   1. C:\Program Files (x86)\iOmniscient
   2. C:\Program Files (x86)\Microsoft SQL Server
   3. C:\iOmniscient

   Now try to run the perquisites installer again

5. Same as No. 4
6. Ensure that there are at least 6 GB of free space available from the HDD on which you are trying to install the software and ensure that the Windows user account has Administrative rights to that particular HDD.

Symptom

1. IQSeries applications (IQ, DA, or FR) cannot connect to database and prints some SQL errors related to login failure

Cause(s)

1. By default IQ-Series 4.6 and above uses SQL Authentication as opposed to Windows Authentication. So SQL Server Authentication should be enabled

Solution

1. Please ensure to use the latest pre-requisites installer, or
2. If you are installing SQL Server separately (e.g. full version), then:

   1. Go to Server Properties from Management Studio by right clicking the server and select Properties
   2. Go to Security tab, select SQL Server and Windows Authentication mode, click OK to save.
   
   
   
   3. Back to Object Explorer in Management Studio, go to Security – Logins – right click on “sa”.
   4. Type the password = Demo12345
   5. If you use other password than default, then you have to put the non-default password in AlertRegistration as well.
   
   
   
   6. Restart the SQL Server service

Symptom

IQ-Series applications (IQ, DA, or FR) may not work properly after changing the system's IP-address

Cause(s)

1. IP-address of the system is stored in database for automatic connection
2. Alarm images path uses IP-address of the server as folders name

Solution

1. Don't start servers and perform manual reconnection after IP-address is changed
2. Download http://www.iomniscient.com/Tools/ChangeIPAddress.zip
3. Configure parameters in *.bat files like: DatabaseServer (SQL Server IP-Address), DBName (corresponding database name for IQ,DA,or FR), OLD_IP, and NEW_IP
4. Run the script(s) as Administrator each for IQ, DA, and FR respectively. The script will automatically change the IP-address value in database
5. Start the servers and wait for automatic reconnection


Note: The scripts will only change IP-address for single IQ, DA, or FR server. For multiple server connections like multiple IQServers connected to one FR, we recommend to perform it manually using Management Studio

Symptom

.NET Framework Initialization Error: Unable to find a version of  the runtime to run this application

Cause(s)

Solution

1. Uninstall iQ-Series using the control panel and delete the following folders:
   1 .C:\ProgramFiles\iomniscient
   2. C:\ProgramFiles\iOmniscient
   
   If it’s a 64bit machine, please check for different location for these three folder:
   1. C:\Program Files (x86)\iOmniscient
   2. C:\iOmniscient
   
   Download the installer again and reinstall iQ-Series
2. Uninstall and reinstall the latest supported version of Microsoft .NET Framework.
3. If numbers 1 and 2 are not successful contact support@iomni.ai

Symptom

XML File ‘registration.xml” not found.

Cause(s)

The registration details are saved in an XML file which is missing.

Solution

Enter your contact details and click save in the “Registration Details” tab.

Symptom

Error while trying to generate local key

Cause(s)

The user attempting to generate a local key does not have administrator rights

Solution

1. Ensure that the Windows user account being used to generate the key has administrator rights.
2. Right click the Registration icon on the desktop and select “Run as Administrator” if the option is available (Older editions of Windows operating systems may not require this).

Symptom

Error generating LOCAL key

Cause(s)

The windows user account does not allow to access system information OR database information

Solution

Symptom

Invalid Remote key

Cause(s)

1. Your Windows user does not allow you to apply a registration key.
2. You may have QoS installed on your network adapter (this may happen on a non-English OS).
3. The remote key may not copied fully.

Solution

1. Double check the remote key, ensure the key has been pasted with its full length.
2. Ensure that you are an administrator of the system or possess enough privileges to perform the registration. Alternatively, ask a System Administrator to register the software for you.
3. To uninstall QoS, go to the Control Panel from the Start menu and select Network Connections.

   Right Click on Local Area Connections and select properties. The following will
   now be visible. Then click on the QoS Packet Scheduler and then click Uninstall.

   After you have successfully uninstalled the Qos you must generate a new key.

Symptom

License not applied Successfully

Cause(s)

The difference between the actual time and the system time is greater than 1 day.

Solution

Symptom

Double-clicking ‘start services’ does nothing but a quick window appearance

Cause(s)

1. The application has been installed as SERVICE mode and is set to run in the background.
2. Your License may have expired or become invalid.
3. The Windows user account may not have administrator rights.
4. The iQ-Series service may be disabled

Solution

1. Check for ‘Alertserver.exe’ in the processes tab of the task manager to confirm server-function.
2. If ‘Alertserver.exe’ is not present check the Alert Server log at C:\Program Files\iOmniscient\iQ Series\Server\AlertServer.log for errors.
   Check C:\Program Files (x86)\iOmniscient\iQ Series\Server\AlertServer.log on 64-bit operating systems.
3. Ensure that the Windows user account being used has administrator rights. Right click the Start Services icon and select “Run as Administrator”
4. Go to Control Panel - >Click administrative tools -> select services -> and ensure that the “IQ server” service is not disabled. If it is disabled, change its startup type to automatic by right clicking it, selecting properties, and modifying the startup type from the startup type dropdown menu.

Symptom

Please contact the support and quote 'MOE' and the server you are using
Please contact the support and quote 'MOR' and the server you are using
Please contact the support and quote 'MOX' and the server you are using

Cause(s)

Solution

Symptom

There is no image in iQClient

Cause(s)

1. The IPAddress of the camera  could be wrong
2. The camera may require authentication that may not be provided
3. Wrong video input type chosen
4. The camera is set to provide a different output type to the one that is selected. Example the output type for camera

Solution

1. Please check the IPAddress of the camera and ensure that the exact input type is selected. If its MJPEG please copy paste the URL in the browser to confirm if the image is seen. If its MPEG4 or H26x please try the URL in some common players like VLC player.
2. Ensure that username and password are input
3. If using RTSP, ensure the firewall allows the streaming port. If you are unsure of the port# please disable firewall temporarily until you can get the information from your network administrator.
4. Streaming interfaces use ‘server push’ method and cannot be checked with default settings with IE browser, please use Firefox/Safari

Symptom

When you login to the server “You are not authorized to use this system”

Cause(s)

1. You have entered incorrect username or password.
2. You are not a member of the Operators or Administrators group.
3. The default password which the software uses does not satisfy the password policy criteria and results in the user not having a valid password.

Solution

1. Double check the username and password that is given to you by your system administrator and try again
2. Try resetting the iomnidemo password “demo” by downloading the following zip folder from our site and running the addusers.bat file inside it http://www.iomniscient.com/Transfer/adduser.zip or use http://www.iomniscient.com/Tools/addusers_v3.0.zip to set the password to “Admin1234”if your machine requires a more complex password
3. You must be a member of the Operators (or Alert Administrators for access to configuration - you must still be a member of Operators) group in order to log on to the iQ Server . This can be done by accessing Control Panel -> Administrative Tools -> Computer Management -> Users and Groups and check whether the user iomnidemo is a member ofOperators or Alert Administrators. Check with your administrator if you are unsure about how to go about doing this.
4. You may be required to go to Control Panel -> User Accounts and set a new password for the user iomnidemo which fits in with the password policy criteria.
5. In all situations, ensure that the user does not have password expiry set. If the password has expired, please re-set it and enable Password Never Expires .

Symptom

The IPAddress of iQServer is not listed in the login window of the client

Cause(s)

1. The firewall is blocking the port in which the alertserver broadcasts itself
2. There are multiple Network cards and the client is on a different subnet
3. There is another application using the same broadcast portnumber

Solution

1. Click on ‘Advanced” in the login window
2. Manually type in the IPAddress of the server and then connect
3. For further information for this problem, refer to HELP file.

Symptom

Running the iQ Client and trying to connect to Server but following error appears. “No connection could be made because the target machine actively refused it.”

Cause(s)

Solution

Run the iQ Server from the shortcut on the desktop.

Symptom

No Alarms received, but can see bounding box

Cause(s)

1. The communication between DAServer and iQServer is not established because Message Queue service is not installed.
2. The communication between DAServer and iQServer is not established because the IPAddress has been changed after initial setup
3. The communication between  DAServer and iQServer is not established because of firewall blocking
4. The communication between  DAServer and iQclient is not established because of firewall blocking. 

Solution

1. Check for any port block for iQServer/iQClient/DAServer
2. Check if Microsoft Message Queuing service is installed
3. Check if IPaddress of the DAServer and iQServer has been changed after initial setup. If Yes remove this from iQClient and associate them again. Please check HELP File for association process.

Symptom

The console window OR application log of iQServer shows “DAServer is not attached, message is discarded”

Cause(s)

The communication between DAServer and iQServer is not established because the IPAddress has been changed after initial setup.

Solution

Check if IPaddress of the DAServer and iQServer has been changed after initial setup. If Yes remove this from iQClient and associate them again. Please check HELP File for association process.

Symptom

No alarms received with the below error in DAServer Console/Application log
Error in MessageQueueManager::SendMsgtoDAServer:System.MessageQueueE…..

Cause(s)

This is because the size of Message queue has been restricted by windows setting; this is more common in Windows7

Solution

1. Right Click on My Computer and select Manage,
2. In Services and Applications select Message Queue, right click on this and select properties
3. Go to general, select Storage limits - Uncheck – Limit message Storage to (KB) and Limit journal Storage to (KB).

Symptom

Cause(s)

Microsoft Message Queuing is full

Solution

1. Right Click My Computer and select Manage
2. Under the Services and Applications heading right click Message Queuing and select properties
3. In the General tab uncheck Limit message Storage to (KB) and Limit journal Storage to (KB).

Symptom

No alarms received or late alarms received ( for example: alarms from images long ago)

Cause(s)

Some messages are stuck in MSMQ or there are lots of orphan MSMQ messages due to processing delay

Solution

1. Download http://www.iomniscient.com/Tools/clearmq.zip and run the script as Administrator. The script will automatically cleanup all orphaned MSMQ
2. Open Computer Management by Right Click My Computer and select Manage
3. Check the MSMQ under the Services and Applications - MSMQ - Private Queues should be empty

Symptom

MSMQ stuck in IQServer side when DAServer or FRServer is remote (connected through internet / tunnel)

Cause(s)

Security feature of the network blocks MSMQ access from IQServer

Solution

1. Ensure network & windows firewall are opened for MSMQ access in both IQServer and DA or FR
2. Enable MSMQ un-authenticated RPC calls by navigating to Computer Management - Services and Applications and right click on MSMQ - Properties
3. Go to Server Security tab, then untick the option Disable un-authenticated RPC calls
   
   
   

Symptom

WCF connection or discovery does not work (applicable for FR, LPR, IQ-Mobile, DwellTime, & DriverMatch products)

Cause(s)

The default port is being used by other application like: Teamviewer, Skype, your web applications, etc..

Solution

1. Use netstat command from cmd to check whether the port is being used by other application
2. You can change the default port of application like FRServer, DAServer, MobileServiceHost, or DSH from the config file or *.ini file
3. Talk to iOmniscient support personnel to get to know the list of default port numbers used by our applications

Symptom

You get the alarm in the mobile device, but you cannot see the alarm thumbnail image and you cannot play the alarm video

Cause(s)

1. Media Streaming setting in the IQ-Mobile app is not correct
2. There is no connection or connection between the IIS web server and the mobile device is blocked
3. IQServer Alarm Export Path is not correct
4. Streaming configuration in IIS web server is not correct

Solution

1. Check the Media Streaming setting in the IQ-Mobile app. It should reflect the IP address and port number of the IIS webserver from the mobile device point of view.
2. Check the connection between the IIS webserver and the mobile device, the IP address and port number should be accessible, and should not be blocked by firewall or antivirus software. If you change the default port number, then you should open firewall exception for that port number.
3. Check the Alarm Export Path of IQServer, it should point to the directory where the IIS webserver is hosting the video streaming service. Incase of multiple IQServers implementation, this location should be a common directory for all IQServers.
4. If you have multiple sites hosted in the same IIS webserver, make sure that the streaming setting for the IQ-Mobile host is correct. Please contact support@iomni.ai for more solution options regarding this multiple sites implementation

Symptom

You can see the thumbnail image, but you can't play the alarm video

Cause(s)

1. The android media player does not support the video format
2. video encoding request does not reach the corresponding IQServer
3. The video streaming is not allowed or blocked by the network

Solution

1. Make sure you have android device version 4.3 Jelly Bean or higher. The media player should support H.264 codec in mp4 container.
2. Check the mp4 video in the streaming directory. If video is not available then it could be that IQServer unable to create the video. If video is available, then check the network configuration whether it allows the video streaming
3. Check the IQServer log whether the video encoding request reach the IQServer correctly. If there's no video encoding request in the log, it could be that the request is blocked somewhere in the network or “Enable Mobile Notification” flag is not ticked in IQServer
4. If you are using mobile network like 3G or 4G, check that the network provider allows video streaming from public IP.

Symptom

IQServer is generating some alarms, but there's no alarm received in the mobile device

Cause(s)

1. Connection between the MobileServiceHost and the mobile device is blocked
2. The camera in IQServer does not have “Enable Mobile Notification” option selected
3. The alarm refresh rate interval in your mobile device is set too high

Solution

1. If the IQ-Mobile app is not able to detect available IQServer(s) in the network, then check whether you have the correct MobileServiceHost IP address & port number in IQ-Mobile configuration. This also could be a sign that there is no network connection between the mobile device and MobileServiceHost.
2. If you can see the IQServer from IQ-Mobile, then check the camera which is generating alarm. The camera should have “Enable Mobile Notification” option selected
3. IQ-Mobile pulls the alarm data from MobileServiceHost periodically, check that you configure the alarm refresh rate interval correctly. By setting the interval to a high value, IQ-Mobile will pull the alarm data less often, means there's possibility of losing alarms

Symptom

You ever receive alarm before, but now you can't receive alarm anymore

Cause(s)

Solution

Restart the IQ-Mobile app in your mobile device. The application should be fully stopped and restarted. Please note that if you just close the app, it is still running in background.

Symptom

Alarm video is lagging, buffering video is very slow, or FR query request gets time-out

Cause(s)

1. Not enough network bandwidth for the IQ-Mobile app
2. Alarm video is in high resolution and high frame-rate

Solution

1. If you are using mobile internet like 3G or 4G, please make sure that IQ-Mobile gets sufficient network bandwidth. Closing other apps which consumes network bandwidth will definitely help much
2. If the camera in IQServer is using high resolution and high frame rate, the alarm video size will be large enough to consume lots of network bandwidth during streaming. Try to select option “Encode Low Resolution Video” in the IQ-Mobile

Symptom

You cannot see your IQServer in the IQServer list from the IQ-Mobile app

Cause(s)

1. IP configuration of IQServer or MobileServiceHost is incorrect
2. You recently changed the IP-Address of the IQServer

Solution

1. Mobile device need not to be directly connected with IQServer, but it has to be connected to MobileServiceHost and MobileServiceHost has to be directly connected to IQServer. Please configure the IP-Addresses so that MobileServiceHost becomes the gateway between IQServer(s) and IQ-Mobile(s)
2. If you change the IP-Address of IQServer, the WCF interface in MobileServiceHost has to be restarted and all connected IQ-Mobile(s) should be restarted as well

Symptom

The browser downloads the video but does not stream or play the video in the browser itself

Cause(s)

1. Video plugin of the browser is not supporting H.264 codec in mp4 container
2. Browser security settings blocked the video streaming

Solution

1. Install the supported video plugins like VLC or QuickTime.
2. Use compatible browsers like Google Chrome or Mozilla Firefox.
3. Allow the video streaming in the browser security settings. e.g. allow the MediaStreamingService IP address as trusted site

Symptom

NMD alarm video freezes in VLC player

Cause(s)

Solution

Play video using other media player like QuickTime or Windows Media Player

Symptom

Alarm bounding box is not showing in video or showing very quickly in a jiffy

Cause(s)

Solution

This is not an issue, continuous bounding box is not available in some products or alarm for leaving the AOI. When the bounding box is just in 1 frame and you have like 6 frame per second or more, you will see the bounding box flashing very quickly in a jiffy or you may not be able to see the bounding box

Symptom

You can't see network drive(s) in IQ-Client, AlertRegistration, or DARegistration when using directory browsing

Cause(s)

1. Additional policy need to be activated in Windows 10

Solution

1. Open Registry Editor
2. Find registry path: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System
3. Create new DWORD parameter with name = EnableLinkedConnections
4. Set the parameter value = 1
5. Restart the computer

Symptom

Backup to network drive fails when using IQ, DA, or FR as Windows Service. Event log shows message like: "Backup disk is not existed. Backup operation is aborted"

Cause(s)

1. The Windows services (IQSysServices, IQDomainServices, FRServices) are using default credential (local system)
2. Network drive is not visible in directory browsing (refer to first symptom above)

Solution

1. Change the Windows services credential to Administrator or other credential which has administrator rights

Symptom

IQ, DA, or FR are installed as windows service, using non-default credential (other than local system), then the Windows service does not automatically start after system reboots

Cause(s)

1. non-default credential (other than local system) requires user login
2. the username in the credential has not been logged in due to the system cannot provide the password automatically

Solution

1. Go to Windows - Run (Win+R buttons for shortcut)
2. Type "control userpasswords2", then click OK




3. Go to Advanced" tab, untick the option "Require users to press Ctrl+Alt+Delete"




4. Restart the computer

Note: this workaround may impact your system's security. When using domain controlled system, please consult the domain administrator.

Symptom

Cause(s)

1. Media Foundation (formerly Desktop Experience) is not installed in Windows Features

Solution

1. Go to Server Manager - Add Roles and Features
2. In select features tab, tick Media Foundation (or Desktop Experience in older Windows Server 2008R2)




3. click Install, and restart the computer