"Sorry, The file could not be found" when trying to view clips/alerts

P

PCMedic

n3wb
Jan 12, 2019
21
1
Virginia
Have been running BI for a year now set to Continuous Record and alert on Motion and is storing to a Western Digital MyCloud 3TB drive. Until a couple months ago, all was great, however I then ran into an issue where if I open BI (v.5) and click to open a clip in the sidebar I am presented with a pop-up message "Sorry, the file could not be found" .
Now the odd part is that...
1) I can open Windows 10 File Explorer and access the drive/folder and the clip files are in fact there.
2) If I login to the MyCloud Dashboard > Utilities > Reboot , after the MyCloud reboots BI will then open the clips NO problem
3) Connection obviously was never totally lost as the clips (segmented hourly) and all Alerts are there. So recording is / was never interrupted.
4) After rebooting the MyCloud will work fine for a couple days and then a reboot required again for BI to access the clips without the "Sorry, the file could not be found" error.

This all started after one of the frequent BI5 updates, but after contacting them was told nothing in the update should cause that. I have uninstalled/reinstalled BI, removed and re-added Users and Shares on the MyCloud and still same issue. Stumped as to why if the continuous recordings and alert clips continue to save to the drive, why does BI intermittently have trouble accessing them for playback.

Anyone ever see this type issue or have suggestions I am all ears !!
 

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Western Digital MyCloud is a network device which Windows will automatically disconnect when idle; default is 15 minutes (or thereabouts).

Windows will automatically reconnect when activity happens, but may not always be quick enough and the drive is temporarily offline. When BI attempts to access a file when offline will produce the "Sorry, the file could not be found" error message.

You can lengthen the idle time using the NET CONFIG SERVER /AUTODISCONNECT:## command from an elevated command prompt. To max out the disconnect timer use -1.

net config server /autodisconnect:-1​

====

The file handle for writing a file can remain open/active, though the share has 'closed'. Attempting to create a new file handle (to read, or write) requires the share to re-open, and it's simply "timing" if the new handle is successful or not... load on server, load on network, load on MyCloud, etc.

The above command may help (may not). If you haven't already, it wouldn't hurt to manually rebuild the database.
 
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Have already checked this aspect and did not help. Was skeptical it would as again after reboot of MyCloud it will generally work 2-3 days before issue happens again . Have also already COMPLETELY removed and reinstalled BI (new clean database) and same result after couple days.
 
Just spotted something that MAY be the culprit. Was just in the Dashboard for MyCloud and noted that a firmware update had installed on Oct 9, 2019 . That would coincide with the approximate time the issues started. So I just rolled-back the MyCloud to the previous firmware version and will monitor to see if resolves issue.
 
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PCMedic said:
Just spotted something that MAY be the culprit. Was just in the Dashboard for MyCloud and noted that a firmware update had installed on Oct 9, 2019 . That would coincide with the approximate time the issues started. So I just rolled-back the MyCloud to the previous firmware version and will monitor to see if resolves issue.
Click to expand...

Unfortunately, the MyCloud firmware update must not have been the issue. 1day 22hrs and back to same issue.
 
PCMedic said:
Anyone have any other possible solutions to this issue?
Click to expand...
I started getting this message also after I updated to version 5..and the files are there, same as you. BI 5 update f'ed things up...my setup was working perfectly...now these issues and intermittent remote access from android Apps...I am about to wipe clean and restart
 
Go to the settings of the offending camera and try setting the Hardware Acceleration to No


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Did this problem start with BI 5 or with windows 10 ?
Windows 10 changed the write caching behavior of external drives.
 
SouthernYankee said:
Did this problem start with BI 5 or with windows 10 ?
Windows 10 changed the write caching behavior of external drives.
Click to expand...
I had a similar issue when upgrading to BI5. I have two older cams that would have the same symptom. I turned HA off and the problem went away.
 
What do you mean HA ?

I do not see how Intel hardware acceleration video quick sync, can effect disk writes.

I have an old WD Mycloud device and it would never work with random writes, it was OK for file backup.
 
Hardware acceleration. I was getting the exact same error but the file was there. I just couldn't view it. Turning HA off fixed the issue.
 
SouthernYankee said:
Did this problem start with BI 5 or with windows 10 ?
Windows 10 changed the write caching behavior of external drives.
Click to expand...

Started with BI5. When I contacted them was told nothing in BI5 would cause this, but never had the issue prior and Windows 10 File Explorer can still access the drive/folder/files even when BI is reporting the file can not be found.
 
SouthernYankee said:
What do you mean HA ?

I do not see how Intel hardware acceleration video quick sync, can effect disk writes.

I have an old WD Mycloud device and it would never work with random writes, it was OK for file backup.
Click to expand...

Disk 'Writes' are not the issue as I stated the files are actually there and I can access them via Windows 10 File Explorer. It is only BI that throws up the error that the file can not be found.
 
Did you try turning off hardware acceleration for that camera?


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So you have no hardware acceleration turned on for any cameras?


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PcMedic

does this problem happen when using a different USB hard drive. Not a MyCloud
 
I had it happen on a local drive and that’s why I was probing for the the acceleration setting.


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