# Service Request #24975

Raid just crashed

Status: FBOP Assigned Customer: FBOP MCC New York MS0109 (130104.001)

Priority: P3 (Next Day) Contact:

Type: Service Contract

Assigned Jeff Cranor, Jeff McKenzie, Justin Service Main Location
To: Houston
Location: 150 PARK ROW
NEW YORK, NY 10007
Date
Created: Aug 8, 2019 Bill To: FBOP MCC New York MS0109 (130104.001)
150 PARK ROW
Next Appt.: NEW YORK, NY 10007
PO#:

# Service Request #24975 (cont.)

## Additional Information & Custom Fields:

<table><tr><th>Is this a emergency request:</th><th>Yes. You must call 844-802-0188</th></tr><tr><td>When was the problem first
discovered:</td><td>Today</td></tr><tr><td>PO Number:</td><td></td></tr><tr><td>Who reported the problem
initally:</td><td></td></tr><tr><td>Is this a consistent problem or
intermittent:</td><td>CONSISTENT</td></tr><tr><td>Is this problem effecting all
users:</td><td>YES</td></tr><tr><td>Is there power to the device in
question:</td><td>YES</td></tr><tr><td>Do you have a spare device
on site:</td><td>Unknown</td></tr><tr><td>Can you send a picture of the
device:</td><td>NO</td></tr><tr><td>Has any work been done in
the area involved:</td><td>NO</td></tr><tr><td>Can you describe what is or is
not happening:</td><td>recording</td></tr><tr><td>Material Required For
Request:</td><td>PHONE SUPPORT</td></tr><tr><td>Who Requested the service
call:</td><td></td></tr></table>

# Service Request #24975 (cont.)

## Detailed Description:

Raid is showing 2 "S"s on the display. them in the morning.

is going to get new drives from computer services for the raid and replace

Schedule

<table><tr><th>When</th><th>Assigned To</th><th>Comment</th></tr><tr><td>Aug 8-16, all-
day</td><td>Justin Houston, Jeff McKenzie, Jeff
Cranor</td><td>Jeff Cranor will be working on this. Get a case started with
Qognify.</td></tr></table>

Equipment - No Equipment

Comments

EFTA00037274

# Service Request #24975 (cont.)

## Comment

by Jeff McKenzie on Aug 14, 2019, 8:02 PM

[FRIVATE]

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 DVR2. 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

# Service Request #24975 (cont.)

## [FRIVATE]

H

: Unable to locate anything official. The basic steps are as following: 1. 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 proper partitions. I'll keep looking but that should get you going. Best regards, DEREK BARR Senior Support Engineer

www.qognify.comCUSTOMER 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 +33-170-70-0066 support@Cognify.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@qognify.com

Subject: RE FRO UNIT RAID REBUILD DOCUMENTATION REQUEST Anything you have on Pro Uhit documentation would be appreciated. Jeffrey McKenzie | Senior Customer Support

Technician SigNet Technologies | Convergint Federal Solutions 12300 Kiln a Suite E, Beltsville, MD 20705

# Service Request #24975 (cont.)

## Assignment Created

by Jeff McKenzie on Aug 8, 2019, 3:36 PM

The assignment on Aug 8-16, all-day for Justin Houston, Jeff McKenzie and Jeff Cranor has been created. [FRIVATE] Jeff Cranor will be working on this. Get a case started with Qognify.

Details - No Detail tems

EFTA00037275