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Network Issue - Reason: no data received during last xx seconds

Answered
Jeff Harris

Hello, 

I'm trying to track down what might be causing this issue and I'm running out of ideas to check. 

I have been seeing this network error reported on Digital Watchdog Spectrum servers and on Wisenet Wave servers with both Vivotek and Hanwha cameras.  In one situation, my Hanwha support rep sent over wireshark traces to nx support, but the issue was due to a number of TCP flags being thrown on large network that I don't manage, but I have seen this on isolated networks that hang off of a dedicated NIC on the server with only switches and cameras on that network.  

I am often seeing this occur on one camera at a time which leads me to suspect its not a switch issue and usually there's two events with the same timestamp, but the second says it has happened 3 times.  For example:

10/12/19 10:04 PM Network Issue - Front Entry ... Reason: No data received during last 11 seconds. (3 times)

10/12/19 10:04 PM Network Issue - Front Entry ... Reason: No data received during last 11 seconds.

I have scoured Windows event logs thoroughly and cannot find anything that occurs at the time of these events and in all situations, we're NOT running into a bottleneck with either the network or storage which would be reported as not enough SSD/HDD speed to record.

For many of our customers, the "outage" is short enough to not be an issue, so if we can't identify the root cause or it would take lots of effort to solve, is there at the very least a way we can work around this issue by increasing a threshold to 20-30 seconds to prevent our clients from being spammed by a ghost issue that we haven't been able to resolve yet?

 

Any support, guidance is appreciated.  

Thank you!

1

Comments

8 comments

Date Votes
  • Norman
    • Network Optix team

    Hi Jeff,

    Could you ask the Hanwha rep for the ticket number? This enables me to look into this and I could add you to this ticket for further investigation and we could try to resolve this if possible. 

    0
  • Norman
    • Network Optix team

    Thank you Jeff, 

    I will reopen the ticket and include you directly in the loop. 

    0
  • Scott Donahue

    Have seen this in the past but especially now after starting to upgrade our DW Spectrum servers to 4.2.0.32842 and is constant on multiple cameras that was not having the network issue prior to the update.

    0
  • Anderson Chang
    • Network Optix team

    Hi Scott Donahue,

    Please help to provide more information for us to investigate the issue:

    1. Check the camera firmware
    Your DW Spectrum server is running on the latest release firmware. It is also helpful and important to make sure the cameras are running on the latest firmware.

    2. Screenshot of the result of the diagnostics
    If the camera becomes unavailable on the DW Spectrum client, please click the Diagnostics button and provide the screenshot of the result.

    3. Disable the optimization
    There are some cases that the cameras do not react to the provisioning from the server correctly. Please try to disable the optimization and see whether the issue still exists.
    There are two options to disable the optimization:
    Overall: Open Main Menu and go to System Administration > General tab, uncheck the Allow System to optimize device settings.
    Single device: Open Camera Settings and go to Expert tab, check the Keep camera stream and profile settings.
    You may refer to this ARTICLE.

    Thank you.

    0
  • Anderson Chang
    • Network Optix team
    Edited

    Hi Scott Donahue,

    Just confirm with Norman that the latest patch firmware has fixed some unexpected and unreasonable events. Please upgrade your DW Spectrum to the latest patch 4.2.0.33124.

    For in-client upgrade
    Build number: 33124
    Password: 1t8sih

    0
  • Scott Donahue

    Hi Anderson,

    Very much appreciated. The patch definitely helped and stopped the constant network issue notifications. The more information link just FYI returns a 404 error page.

    0
  • Griffin Hagler

    Also, ensure your NTP Server is set on every camera, then use the same NTP for you PC Server and Network NTP if possible. The sync error does intentionally send an error when your timing is off by more than 10 secs, and will eventually start dropping packets. Take all your Hanwha Cameras and open in the Hanwha Device Manager, then add your login credentials, select all, once logged in set NTP to Manual or to Time Server. I use time.google.com or ntp.nist.gov.
    NTP Time Servers:
    Google Public NTP [AS15169]: time.google.com. ...
    Cloudflare NTP [AS13335]: time.cloudflare.com.
    Facebook NTP [AS32934]: time.facebook.com. ...
    Microsoft NTP server [AS8075]: time.windows.com.
    Apple NTP server [AS714, AS6185]: ...
    DEC/Compaq/HP: ...
    NIST Internet Time Service (ITS) [AS49, AS104]: ...

    0
  • Anderson Chang
    • Network Optix team

    Hi Scott Donahue,

    Thank you for the status update and the notice. I have removed the incorrect link in order not to mislead the other users. Here is the release note entry related to the issue:

    • DW cameras sometimes produced the error "No data received during last 0 seconds". Fixed.

     

    Hi Griffin Hagler,

    Appreciate your suggestion. In this case, the time of the camera may not be the main reason resulting, we still encourage users to sync the time of all the VMS servers and the devices.

     

    For your reference, "Network Issue - Reason: no data received during last X seconds" is trigger by the following criteria:

    1. Server has successfully initialed the RTSP session.
    2. After some time, camera stops sending RTP packets, and the TCP session is not interrupted, server will start counting seconds.
    3. If after X < 10 seconds camera starts to send RTP packets again, server will report "no data received during last X seconds".
    4. If the 10 seconds threshold is reached, server will try to restart the RTSP session.

     

    0

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