Alert: Photo Management Issue

Alert Details

The system is likely still capturing photos but is unable to complete a photo handling process. This could be an issue with uploading, saving and/or deleting a photo.

Possible Event Code Triggers

• Unable to save photo to External Drive (224)
• Error while trying to delete photos (228)
• External Drive Sync Failed (EDS)
• Error reading free space on SD card (FEE)
• Missed photo scheduling error (MSE)
• Missed Photo Get Error (MSG)
• External drive out of space (265)

You can find the triggering event code and when it occurred by viewing the System Messages on the Status page for this installation. System Messages are indicated with an * next to the Status.

Troubleshooting

Remote Troubleshooting

• Tempo and Mach II on APEX firmware: Check that your Photo File Handling configuration is correct. You can change these settings from your installation’s Capture Config page under Photo File Handling. Check the box to Start deleting old photos from the SD card, when it's free space drops below 64 MB. These settings won’t affect the camera’s capture settings. Recommended settings: Files to upload to cloud: JPEG and Files to transfer to SDD: JPEG + RAW.
• Mach II firmware: Check that your Photo File Handling configuration is correct. You can change these settings from your installation’s Capture Config page under Photo File Handling. You can set requirements for when the system deletes a file from the SD card. These settings won’t affect the camera’s capture settings. Recommended settings: Upload: ‘jpeg only’ and Save to external drive: ‘save jpeg and raw’.
• Updating to the latest firmware can improve system behaviour. Contact our Support Team to update the firmware remotely.
• Mach II firmware: Turn off End of Day uploads, so the system will clear the queue. To turn off an End of Day upload, go to your installation’s Capture Config page and clear your settings from the End of day uploading section. If you have set Photo File Handling set to upload none, the system will delete photos automatically.
• Format the external drive remotely. This will clear all photos from the external drive. Photos that haven’t been uploaded, or copied to another external drive will be lost. Set an upload session (APEX firmware) or an End of Day upload session (Mach II firmware) to attempt to process the remaining photos, otherwise a photo backup will require a site visit.
  • Upload Session (APEX firmware): To learn how to set an upload session, read our knowledge base article on Scheduling.
  • End of Day Upload Session (Mach II firmware): To set an End of Day upload, go to your installation’s Capture Config page and find the ‘End of day uploading’ section. Tick the checkbox and choose a time to upload. Your schedule must not coincide with your regular photo taking intervals. You can select a date range to look for specific photos to upload.
    • To format the external drive, go to your installation’s Capture Config page and under Advanced settings, choose On next connection, format SSD (APEX firmware) or Format external drive (Mach II firmware) and then Save file handling settings/Save.
  • Sony only: Sony cameras require space to be available on the external drive to capture photos. Please see the Sony Camera Operation article for more information.
• Format the SD card to remove corruption on the card that may be causing errors. As above, formatting the card will clear all photos and those that have not been uploaded or copied to an external drive will be lost. You can format the SD card from your installation’s Capture Config page under Advanced options/settings
  • Select On next connection, delete all photos from camera CF/SD card and then Save/Save advanced settings.

On-Site Troubleshooting

• Troubleshooting on-site includes the same solutions as remote troubleshooting, except with the following differences:

  • You can collect images off the SD card or external drive before formatting to ensure you have a back-up

  • You can keep the camera for a few hours on camera test/setup mode, with a fully charged battery or on AC. This will charge the internal camera battery-capacitor and may help resolve the issue.

  • You can quickly set the recommended camera settings below. These may fix issues with photo capture timeout.

    • Aperture priority exposure mode, F8 - F10, ISO100 - 400, white balance fixed, manual focus. Set time zone, time and date. Then turn off camera and turn it back ON (more on camera settings).

  • You can reset or replace the camera. If there is an error message on the camera display, use this to diagnose what needs to be reconnected or replaced.