DT = Diagnostic Triage 

CA = Corrective Action


DT-2 Ping test All Servers using the run command using “ping -t [IP Address]”, and as applicable VMS, Redundant, NVR, Database, and NAS IP Addresses

  • If All Server Ping Test Pass - perform DT-3
  • If any Server Ping Test Fails - perform CA-3

 

Note: To obtain Server IP Address and Credentials- IP Information is maintained in the Freshdesk - Solutions Tab in the FAQ / General Information folder, Article “Relevant Information” follow provided link to the “Server Information” folder and locate the applicable IP Addresses. Or from the VMS client right-click a farm and look into its link [IP Address].

 

CA-3 Contact On-Site CS contact to verify if Device has power if not, guide On-Site contact to power on the device by:

 

  • Ask if all Server IT Devices indicators are blinking.
  • If the indicator is in stable condition > Restart server by long-press the power button for 3-5 seconds.
  • If there are no lights in the indicator then > Turn on the server by long-press the power button for 3-5 seconds.
  • If pressing of power button did nothing > Check power source.

 

 

DT-3 If All Server Devices fail Ping Test, Ping the Router / Gateway IP

  • If the Router / Gateway IP Test fails and Power has been confirmed as non-factor.
  • Contact the IP-VPN Provider Service Desk and begin collaboration efforts toward resolution
  • IP-PVN Service Provider Service Desk Information is maintained in the Freshdesk - Solutions Tab in the FAQ / General Information folder, Article “IP-VPN Provider Information”
  • Follow up Every 2hrs 
  • Monitor Via Ping test to Router
  • Contact IP-VPN Service Provider Account Rep. if Service Desk does not respond per the SLA. Contact info is in the above-stated article
  • Update ticket with diagnosis and activity notes

 

Note: To obtain Router / Gateway IP Address - IP Information is maintained in the Freshdesk - Solutions Tab in the FAQ / General Information folder, Article “Relevant Information” follow provided link to the “Server Information” folder and locate the applicable IP Addresses

 

DT-4 Remote Desktop to remote into the Site Server and determine if VMS Server is connected to the DBS Server:

 

  • Check if the Database Server if running to its normal state
  • If not, double check the power source and turn on the server.
  • If the Database server has power and still has a problem.
  • Check the connection inside the VMS server by:
  • Open the Senstar Set Up Wizard (tip - search wizard)
  • Verify the connection by the green check

 

  • If a Red X is present – that indicates VMS is not connected to DBS.

 

CA-4 To re-establish the connection of SQL Server 2014 and Senstar VMS Server:

  • Open VMS Server and restart the AI InfoService inside the “Services”.
  • If the connection still has a problem.
  • Open SQL Server 2014 Configuration Manager.
  • SQL Server Services.
  • Check if SQL Server (SENSTAR) is running.
  • If not, right-click then tick start.
  • The connection should be now fixed.

 

Repeat the above connection verification to validate

 

Note: to obtain VMS Server IP Address (IP Information is maintained in the Freshdesk - Solutions Tab in the FAQ / General Information folder, Article “Relevant Information” follow provided link to the “Server Information” folder

Locate the applicable IP Addresses