Troubleshooting

A problem which may occur with XProtect Screen Recorder is that the recording server and the computer with XProtect Screen Recorder installed cannot connect. These are probable causes:

  • The configured TCP port is not open on the firewall that the XProtect Screen Recorder is installed on. Or if communication runs through a router, the router may also have a firewall that causes problems
  • The IP address defined on the recording server is different from the IP address on the computer with XProtect Screen Recorder installed
  • The IP port defined on the recording server is different from the one configured on the computer with XProtect Screen Recorder installed
  • The password defined on the recording server is different from the one configured on the computer with XProtect Screen Recorder installed
  • The Device Pack and XProtect Screen Recorder versions are incompatible

    XProtect 2019 R3 includes Device Pack 10.5. Connection will fail if you are running Device Pack 10.4 (or earlier) and using the XProtect Screen Recorder version 2019 R3 (or later).

To investigate other problem scenarios, you can enable the tracing of relevant desktop recordings:

  1. In Windows Explorer, in the directory: %PROGRAMFILES%\Milestone\XProtect Screen Recorder, locate the file: ScreenRecorderService.exe.config.
  2. Using an editor, for example, Microsoft© Notepad, change the value of the attribute "Log" to "yes" as illustrated below:

  3. <?xml version="1.0"?>

    <configuration>

    <startup><supportedRuntime version="v2.0.50727"/></startup>

      <appSettings>

        <add key="Log" value="yes"/>

      </appSettings>

    </configuration>

  4. Save the file under the same name and in the same location.
  5. Start Milestone XProtect Screen Recorder Administrator (see Configuring after installing on computer).
  6. Click OK to restart XProtect Screen Recorder. Logging is now enabled.
  7. In the AllUsers ProgramData folder, in the subdirectory: Milestone\XProtect Screen Recorder, two log files are now available: Servicelog.txt and Desktoplog.txt.
    • Servicelog.txt is a log of all network traffic and communication between the recording server and the computer with XProtect Screen Recorder installed
    • Desktoplog.txt is a log of the process running on the computer with XProtect Screen Recorder installed, capturing desktop images and sending them to the Windows service as JPEG images
  8. To avoid that the two log files grow extensively, it is important to reset the "Log" attribute to "no" when done. See step 2.
  9. Restart Milestone XProtect Screen Recorder Administrator (see Configuring after installing on computer).