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Accessing Video Server Log Files

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Applies to:

All Image Server, MAXX and TSS Video Servers

Symptom:

Various

Possible Reason(s):

Unknown issues related to the server require more detailed analysis.

Solution(s):

In order to obtain a set of log files for analysis, the system must be connected to the network and accessed via FTP. The basic procedure is listed below.

If your server is already attached to a network with a computer that has access to it, you can skip to step 5 on establishing an FTP connection.

  1. On the Server, select the menu item Configure>System.
  2. Click on the tab Network. 
  3. If networking is enabled, note the IP address of the server set here. If networking is not enabled, uncheck the Disable Network checkbox and either check the box for DHCP to obtain an IP address automatically, or manually enter the IP and associated network information. Contact your network administrator if you need assistance.
  4. NOTE: If you are connecting directly to a computer, set the IP Address to 192.168.1.100. The Net Mask should be 255.255.255.0, Default Router 192.168.1.1. In both cases leave Name Server blank and Use DNS unchecked.
  5. Launch an FTP client to be used to access the server. Typicaly, clients such as FlashFXP, Filezilla, or WSFTP for a PC or CaptianFTP, CyberDuck or Fetch on a MAC work best.
  6. Instuctions for each FTP client vary, but the basic steps are:
    • Enter the IP address of the server in the Host Name section of the FTP client.
    • Enter the username and password for the connection. NOTE: The Image Server and MAXX systems use an anonymous connection. Either select “anonymous connection” or enter “anonymous” for the username and a fake email address for the password.
    • Click the connection button.
  7. After the connection, the main directory listing should be presented. Locate the file “log.tgz” and copy it to the computer. This file can then be sent to support for analysis.

Note: Although newer TSS systems can use the file sharing capabilities to access the file system and obtain the log.tgz file, sometimes the log files will not regenerate to the latest using this method.

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