Applies to: all Hanwha Cloud Services
Summary
Hanwha Vision Cloud services may occasionally become temporarily unavailable. While the system displays clear on-screen notices for scheduled maintenance, unscheduled maintenance or unexpected incidents can also occur. This article answers common questions about what to expect during an outage.
Experiencing a Service Outage
How do I check the current status?
The Status page shows the state for each service and lists all maintenance events and incidents.
Will I lose OnCloud footage?
No.
All OnCloud cameras that record to local SD card storage will continue recording. You can review the footage once service resumes.
OnCloud cameras that record direct to the cloud will continue buffering if a local SD card is configured for trickle-back recording. When service resumes, the system will replenish the missing cloud-based recording as quickly as possible, although available upload bandwidth can slow down this process.
OnCloud and other ONVIF cameras that record to the cloud via the Cloud Gateway Appliance will buffer in the camera, provided they have local storage and are ONVIF G compatible. When service resumes, they system will gradually replenish the gap in cloud recordings.
Can I view an OnCloud camera during the outage?
No. You cannot use OnCloud to view cameras during an outage.
However, if you have the necessary permissions, you can access an individual camera’s live feed directly through its built-in web page. Even if you configure the camera for edge recording, you cannot replay video via the camera’s webpage.
Can I review recordings if the cloud service is up but the camera has just lost Internet connectivity?
Yes. If the cloud service remains available and records to the cloud, you can view recorded video.
Also, if you record an additional stream to the cloud as a backup while doing edge recording, you can still review that footage.
Will I keep OnCloud events?
Yes. Edge recording (Edge-CVR licenses) cameras will try to buffer snapshots and event metadata into the SD storage during an outage. It may take 1–2 minutes to detect an Internet connectivity issue, and snapshots and event metadata from that brief window may not be buffered. Once connectivity resumes, the buffered data will be uploaded.
Will I keep SightMind events?
No. Hanwha cameras will continue to tally events in the Analytics section, but those events will not appear in SightMind after service resumes. As a result, SightMind event counts may be lower than in-camera counts.
WiseAI analytic events, such as slip and fall or loitering, will also be lost.
Will I get a flood of HealthPro notifications?
In most cases, no. You will not receive a flood of notifications that devices are offline. When service resumes, you also will not receive a flood of messages as devices become visible to HealthPro again.
Depending on the situation, there is a possibility of numerous offline/online events. Cloud services are not distributed in a single data center and are comprised of many services and facilities. Issues may occur based on the nature of the failure and the recovery process.
Will HealthPro Bridge buffer health events?
No. HealthPro Bridge does not buffer health events.
For example, if a camera goes offline during an outage, the system will not record the exact moment it went offline. However, if the camera remains offline after the service resumes, the system will notify you. HealthPro reflects real-time conditions accurately.