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

## Additional Information & Custom Fields:

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

## Detailed Description:

Raid is showing 2 "S"s on the display. [REDACTED] is going to get new drives from computer services for the raid and replace them in the morning.

## Schedule

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

Equipment - No Equipment

Comments

EFTA00036149

## 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

## [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

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.
[PRIVATE]
Jeff Cranor will be working on this. Get a case started with Cognify.

Details - No Detail Items

EFTA00036150