DSSRV2: SSD drive not imaged with OS from factory

Issue

The DSSRV2 is shipped with the OS imaged to the first data hard drive instead of the internal SSD drive.

  • My DSSRV2 shipped with a 2TB storage drive.
  • I'm missing 4TB's of storage.
  • DS Quick Setup shows only the C:\ available for storage.
  • The 120GB OS drive is not connected

Product Line

Pelco Video Management

Environment

  • DSSRV2

Cause

Image applied incorrectly during production.

Resolution

It has recently come to our attention that new DSSRV2 NVRs could have left the factory with the operating system incorrectly imaged, the OS may have been mistakenly imaged to the first data drive instead of the internal SSD.
The root cause has been identified by QA, there are new system checks to verify the SSD has been properly imaged in production before units are shipped.
 

How to determine a data drive was mistakenly imaged with the OS
How to reconfigure the DSSRV2 with the OS on the SSD and all data drives used for storage
SSD drive is not detected

 

How to determine a data drive was mistakenly imaged with the OS         

  1. Check the size of the C:\ partition in Windows Explorer.  If the size is 1.99TB total then the data drive has been imaged as the OS.



     
  2. The front panel HDD status LED's may not match the installed drives (Taken from a 8TB unit, LED's on are drives 2 and 3 but the disks are installed in slots 1 and 2).



     
  3. The DSSI (Digital Sentry System Information) utility may show installed drives incorrectly.

    The storage drives will increment up 1 drive number in the Drive Information, the data drives should be shown on #1 and #2.



     

 

How to reconfigure the DSSRV2 with the OS on the SSD and all data drives used for storage     top
 

  1. Verify the SSD is being detected properly.
     
    1. Open Disk Management and check if the SSD is detected (an Initialize Disk wizard may popup, you do not actually need to initialize the disk at this point).

      Disk Management (Start > Search Bar type in diskmgmt.msc)

      Look for a Unknown > Not Initialized disk with 111.79GB Unallocated space. This means the SSD is detected and is operating properly.



       
    2. You can also verify the BIOS is detecting the SSD.

      Note: If the drive is detected in Disk Management, this step is not needed.

      Upon system boot, press the DELETE key to access the BIOS. Navigate to Advanced > SATA Configuration, verify Serial ATA Port 0 shows a name and the SATA Device Type shows [Solid State Drive].  The name may not match as shown in the image, most likely will see name as 69D03942





       
  2. Recover the DSSRV2 using the factory USB recovery stick
     
    1. New out of box

      If the unit is new out of box and the SSD is being detected properly, simply re-run the USB Recovery to restore the unit to factory defaults. This will correctly image the SSD drive as well as reconfigure the affected storage drive.

      Follow the DSSRV2 Recovery Procedure and run a complete factory default: How to perform a recovery on the DSSRV and DSSRV2 series Network Video Recorder


       
    2. Unit has been in operation, video is required to be saved
       
      1. Backup your current configurations using DS Backup (Start > All Programs > Pelco > DS Backup)
         
      2. Take note of the currently computer name of the system as well as IP address settings, these will need to be restored after the recovery in order to re-import your settings.
        Make sure to copy the settings backup off the recorder.
         
      3. Shut down the recorder, pull all data drives in slots 2 - 6 out at least an inch or two to remove from the system.  Leave the drive in slot 1 inserted in the DSSRV (this should be the OS'd data drive)
        If you would like to verify that the OS'd data drive is for sure in slot 1, reboot the system will all other drives slots 2-6 removed, if the unit loads Windows than you have the correct slot.
         
      4. Follow the DSSRV2 Recovery Procedure and run a complete factory default (will data drives 2-6 removed): How to perform a recovery on the DSSRV and DSSRV2 series Network Video Recorder
         
      5. Once the recovery is complete, shutdown the system, re-insert data drives from slots 2-6.  Turn the unit back on.
         
      6. Verify original computer name and IP address settings have been properly re-entered. Import your settings backup using DS Backup.
        Make sure the services (services.msc in search bar) DigitalSENTRY VideoServer Service and DigitalSENTRY Storage Service are set to a 'Startup Type' of Automatic.
         
      7. Verify you can playback recorded video using DS ControlPoint.  You may also want to make sure all drives found in Windows Explorer > Computer are also listed in DS Admin > VAU > VAU System (click directly on name) > Storage Locations tab > Local Storage.

         

SSD drive is not detected     top

  1. Shutdown the system, remove the lid and verify the power and SATA cables are connected properly.  

    Refer to this KB article for cable locations: DSSRV2 120GB operating system drive location
     
  2. If still unable to verify the SSD is being detected using the BIOS, the unit will most likely need to be sent in for service or warranty exchanged.