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OpenEye Web Services from Damar Security Systems helps you achieve a greater return on your investment with an online video management platform that increases business intelligence, improves operational efficiency and drives value across your organization.

Our built-in health monitoring for OpenEye Web Services proactively addresses issues such as hard drive failures or storage levels that have been exceeded. Should a monitored health alert issue occur, you can receive alerts via mobile (SMS Text or Push Notification) or email, raising the awareness of an issue thereby reducing system downtime. Below are 5 of the most common health alerts, what they mean and how to obtain support.

OpenEye Web Services (OWS) Health Alert Definitions

  1. Abnormal Restart
    1. This Health Alert indicates that the recorder has restarted three (3) or more times within the last twenty-four (24) hours. The recorder may initiate a restart on its own if it encounters a fault such as a file system error that could be corrected by restarting.
      It is also important to note that abnormal restarts may also be an indication that someone is attempting to tamper with the recorder for malicious purposes. When a recorder is restarting, it is important to note that video from the connected cameras will not be recorded until the unit has fully restarted.
  2. Recorder Drive Error
    1. This Health Alert indicates that the recorder has encountered an error with the recording drive(s) and requires support to investigate and remedy. There is a very high likelihood that video is not being recorded from the connected cameras when there is a Recorder Drive Error.
  3. Recorder Not Reporting
    1. This Health Alert is generated by the OpenEye Web Services platform, and not from the recorder itself. This Health Alert indicates that the recorder onsite has not communicated with the OpenEye Web Services (OWS) Cloud platform. This does not necessarily mean that the recorder is not recording video from the connected cameras, however it could indicate the recorder onsite has failed completely, or has lost connectivity to the Internet. This Health Alert does mean that you will not be able to remotely connect to the recorder to view live or recorded video.
      Possible causes of a Recorder Not Reporting are:
      1. The recorder has been powered down or failed completely.
      2. The connection to the Internet for the recorder is not functioning.
      3. There is an issue with the recorders licensing preventing it from connecting to OpenEye Web Services.
        NOTE: A Recorder Not Reporting alert is also generated if System Metrics from the recorder are not received by OWS after 24 hours. If an alert is generated in this case, the recorder will remain online and can still be connected to.
  4. Connection Lost to Camera
    1. This Health Alert indicates that the recorder has lost connection to a camera and is not receiving any video signals from the camera. This could be an indication that a camera has failed or has been disconnected from the network/recorder either errantly or for malicious purposes.
  5. No Recorded Video
    1. This Health Alert indicates that a certain amount of time has elapsed without any video being recorded.

OWS Support Resources & Request Form

For additional OWS Support, please fill out the form below, and a member of our Technical Services Team will reach out to you for assistance. Please note that our normal technical service support hours are Monday to Friday 8 AM to 7:30 PM.

For immediate service outside of these hours, please contact us directly at 1-866-523-7640.

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