Applies to Models: WAVE

Summary:

A more detailed analysis of why the WAVE server or client is crashing may require collecting crash dump files.

Explanation of Behavior:

• The WAVE Server service or the WAVE client crashes on your server

Resolution:

• Our software development group will only accept logs from the latest WAVE build. Always upgrade the system before contacting support; the update may resolve the issue.

Step By Step Guide:

Step 1: Finding your current crash dump files

Windows

For WAVE Server

C:\Windows\System32\config\systemprofile\AppData\Local\*.dmp

For WAVE Desktop

C:\Users\%USERNAME%\AppData\Local\.*dmp

Note: Ensure these dump files have the same version and build number as your current software. 

Ubuntu

For WAVE Server

• (GDB backtrace)
  /root/*mediaserver*.gdb-bt
  or
  /opt/hanwha/mediaserver/var/crash/*mediaserver*.gdb-bt
• (System kernel dmp)
  /opt/hanwha/mediaserver/bin/core

For WAVE Desktop

/home/$USER/desktop_client*.gdb-bt

NOTE: Make sure these dumps have the same version and build number as the WAVE you currently use. 

Step 2: Enable & produce full crash dump files

This step is optional. Skip it unless the Hanwha Support Team directs you to complete this step.

Crash Dump files are automatically generated memory stack files that help our developers debug situations that may be causing crashes. Simple crash dumps are generated each time the WAVE Desktop or WAVE Server application crashes for any reason. However, to fully diagnose the cause of a software crash, WAVE Developers need the full, more detailed crash dump files. Follow the steps below to enable and produce detailed crash dump files.

Windows

1. Open the Windows registry editor (Open Windows Command Prompt > type in "regedit")
2. Add a new string value (Edit > New) with the name createFullCrashDump and value true in the following locations:
   • For WAVE Server
     
     HKEY_LOCAL_MACHINE\SOFTWARE\Hanwha\Hanwha Media Server
   • For WAVE Client
     
     HKEY_CURRENT_USER\SOFTWARE\Hanwha\Hanwha Wisenet WAVE Client
3. Restart both the WAVE client and WAVE Server application.
4. Reproduce the crash by going through the original process that caused the crash a few times.  
5. After reproducing the crash, look for new crash dumps. The sizes of crash dumps should be in the hundreds of megabytes range. 

Ubuntu

1. Launch Terminal in Ubuntu (Ctrl+Alt+T)
2. Open the configuration file in a text editor (vi, vim, or nano). Add a new parameter called createFullCrashDump and set its value to true.
   • For WAVE Server
     
     /opt/networkoptix/mediaserver/etc/mediaserver.conf
   • For WAVE Client
     
     /home/$USER/.config/’Hanwha'/'Hanwha Wisenet WAVE Client.conf'
3. Save the file and close the text editor.
4. Restart WAVE Client and WAVE Server.
5. Reproduce the issue or crash. 
6. You shall be able to have a crash dump file in the folder presented in Step 1.
   NOTE: The crash dump file size could be large (e.g., several hundreds of MB).

Step 3: Upload crash dumps & open a support ticket

1. Upload the crash dumps to a file-sharing app (e.g., Google Drive, Dropbox).
2. Submit a new support ticket, including the link to the uploaded crash dumps, and make sure we can access them.
3. We recommend returning the configuration to normal after collecting full memory dumps. Otherwise, full dumps might occupy a lot of storage space. Also, enabling createFullCrashDump will increase the load on the CPU and RAM.

What to do if the required dumps cannot be found on Windows

Sometimes, WAVE may be unable to produce full crash dump files. In this case, additional configuration is required with the Windows Error Reporting Service to enable and configure the feature:

1. Open Registry Editor and navigate to
   
   HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\
2. Right-click anywhere on the right pane and click New > Key. Type LocalDumps and press enter.
3. Left-click it on the newly created LocalDumps on the left pane.
4. Right-click anywhere on the right pane and click New > Expandable String Value. Type DumpFolder and press enter. 
5. Right-click DumpFolder > Modify. Enter any path into the Value data field (e.g. C:\dumps) and press OK.
6. Right-click anywhere on the right pane and click New > DWORD. Type DumpCount and press enter.
7. Right-click DumpCount > Modify. Enter the dumps count into the Value data field (we recommend typing number 2) and press OK.
8. Right-click anywhere on the right pane and click New > DWORD. Type DumpType and press enter.
9. Right-click DumpType > Modify. Enter the dumps type (we recommend typing number 2) into the Value data field and press OK.
10.  After the application crashes, dumps are generated in the DumpFolder. After at least two crashes, upload two dump files to the file-sharing service and share them with our support staff.
11. Send us the generated dumps along with information on your software version.
12. Remove the registry changes from your system.

If you need to enable full Dump generation for specific Server and Client processes:

1. Create Expandable String Value keys called mediaserver.exe and HD Witness.exe with the path to each executable.
2. Continue from step 7 above.

Note: We recommend removing these settings after archiving full memory dumps. Otherwise, full dumps consume a lot of drive space.