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SAFR Server Troubleshooting


  1. Check any changes on the system before the incident
    • SAFR configuration change
    • SAFR update
    • VMS or Access Control Software changes
    • OS configuration change
    • OS update
    • Driver update
    • Hardware update
  2. Check the SAFR server status with check command. (On-prem only)
    IF some of the servers are not UP status, THEN restart SAFR Platform.
    1. C:\Program Files\RealNetworks\SAFR\bin\check
    2. C:\Program Files\RealNetworks\SAFR\bin\stop
    3. C:\Program Files\RealNetworks\ SAFR\bin\start
    4. C:\Program Files\RealNetworks\ SAFR\bin\check
  3. Check the SAFR license status from the SAFR web console.
    • IF Expiration date is exceeded THEN contact to SAFR Support
    • IF Max feeds per hour is exceeded THEN reduce video feed
    • IF Max faces is exceeded THEN contact to SAFR Support before adding more faces
    • Check IF SAFR server can reach to SAFR license server
  4. Check the System is not running out of resources.
    • Open Task Manager > Performance
      • IF CPU is exhausted THEN find out high CPU process and fix the issue. OR restart OS.
      • IF MEMORY is exhausted THEN find out high memory usage process and fix the issue. OR restart OS.
      • IF GPU usage is exhauseted THEN SAFR is overloaded. Reduce the feed.
      • IF GPU memory is exhausted THEN SAFR is overloaded. Reduce the feed.
    • Open File Explorer and check the drives have enough free area
      IF C: file system is full, THEN move or delete files from the drive. Restart SAFR Software.
  5. Check Windows Event Viewer
    • Check ""Application"" events to lookup SAFR Application errors
    • Check ""System"" events to lookup Hardware and OS errors
  6. Check common SAFR Logs
    1. General issues: C:\Program Files\RealNetworks\SAFR\covi\logs\covi-ws.log
    2. PACS Sync issues: C:\Program Files\RealNetworks\SAFR\covi\logs\ext-sync.log
    3. Faces Detected but no recognition: C:\Program Files\RealNetworks\SAFR\face-service\logs\htfs.log
  7. If is it video feed related incident, THEN
    • Check the VLC can play the video stream
    • Extract video feed configuration to report
      • curl -k -X GET ""https://${SAFR_SERVER}:8085/config/worker"" -H ""accept: application/json;charset=UTF-8"" -H ""X-RPC-DIRECTORY: ${DIR}"" -H ""X-RPC-AUTHORIZATION: ${USER}:${PASS}"" > config_worker.json