Service Request #24975

Service Request #24975 Raid just crashed Status: Priority: Type: Assigned To: Date Created: Next Appt: FBOP Assigned P3 (Next Day) Service Contract Jeff Cranor, Jeff McKenzie. Justin Houston Aug 8, 2019 Customer: Contact: Service Location: Bill To: PO It FBOP MCC New York MS0109 (130104.001) Main Location 150 PARK ROW NEW YORK, NY 10007 FBOP MCC New Yodc MS0109 (130104.001) 150 PARK ROW NEW YORK, NY 10007 Additional Information & Custom Fields: Is this a emergency request Yes. You must call 844-802-0188 Is the system in question under any warranty: What is the system in question : When was the problem first discovered: PO Number: Who reported the problem initally: Today Is this a consistent problem or CONSISTENT intermittent: Is this problem effecting all users: YES Is there power to the device in question: Do you have a spare device on site: Can you send a picture of the device: Has any work been done in the area involved: Can you describe what is or Is not happening: YES Unknown NO NO recording Material Required For Request: PHONE SUPPORT Who Requested the service call : Detailed Description: Raid is showing 2 "Ws on the display. is going to get new drives from computer services for the raid and replace them in the moming. Schedule EFTA00064585 When Assigned To Comment Aug 8 - 16. 2019, all- day Justin Houston. Jeff McKenzie. Jeff Cranor Equipment - No Equipment Jeff Cranor will be working on this. Get a case started with Ciognify. Comments Comment by Jeff McKenzie on Aug 14. 2019, 8:02 PM PRIVATE called us on Thursday August 8th stating that he had 2 bad drives on his raid unit of the NICE Vision Pro Unit NVR. We advised him to get replacement drives. Once they are replaced they should start to initialize to become available for the raid array. did not have drives readily available. He checked with his local CSM to see if they had any spare replacement drives. Once he located replacement drives on Friday August 9th. he did not have access to the DVR room to replace them. He called Signet for phone support on Saturday August 10th when he gained access to the DVR room. He attempted to replace the drives and they started to rebuild. During the rebuild process of the drives. the drives were required to be taken out of the raid on DVR 2. Once the drives are removed without proper shutdown of the recorder, the video database becomes corrupted. Typically, any time the raid on a raid 5 configuration loses 2 drives, the raid needs to be rebuilt and all data is wiped from the raid. Comment by Jeff McKenzie on Aug 8. 2019, 3:38 PM [PRIVATE] Hi Jeff: Unable to locate anything official. The basic steps are as following: I. Set the raid level to none, and save. It will restarted with all drives being "J." (Replace any faulty drives) 2. Set the raid level to 5 and save. It will restart and being an initialization. The password is 1111 (if I recall correctly). Once the raid is created, you'll need to restart windows and create the o er kee looking but that should get you going. Best regards, DEREK BARR Senior Support Engineer (7) (M) www.gognify.com CUSTOMER SUPPORT CONTACTS USA Toll Free +1-866-8954607 USA +1-201-377-3408 UK +44-203-1501-393 UK Toll Free +44-800- 0488305 Israel +972-73-394-7900 France +33-[SSN REDACTED] support©Qognify.com Germany +49-3419-288-035 Singapore +65-3163-3144 India +91-117-1279-047 Hong Kong +852-5808-6118 China +86-10-5357-3270 From: Jeffrey McKenzie < Sent: Tuesday, February 26, 2019 14:35 To: Support <Support©gognifycorn> Subject: RE: PRO UNIT RAID REBUILD DOCUMENTATION REQUEST Anything you have on Pro Unit documentation would be appreciated. Jeffrey McKenzie I Senior Customer Support Technician Sig Net Technologies ] Convergint Federal Solutions 12300 Kiln CI Suite E, Beltsville, MD 20705 Office:240-264-3295 I Mobile:240-454-1777 I Direct: Assignment Created by Jeff McKenzie on Aug 8, 2019, 3:36 PM The assignment on Aug 8 - 16, all-day for Justin Houston, Jell McKenzie and Jeff Cranor has been created. I [PRIVATE] Jeff Cranor will be working on this. Get a case started with Qognify. Details - No Detail Items EFTA00064586