XProtect Incident Manager troubleshooting

System log file

To troubleshoot system errors, you can find the log file on the computer where you have installed the Management Server system component, in this location: C:\ProgramData\Milestone\XProtect Incident Manager\Logs.

Messages in XProtect Smart Client

Cannot add sequence. Try again later.

Your connection to the VMS servers is unstable. If the problem persists, contact your system administrators.

System administrators: check if the network and all VMS servers and services are running.

Cannot create incident project. Try again later.

Your connection to the VMS servers is unstable. If the problem persists, contact your system administrators.

System administrators: check if the network and all VMS servers and services are running.

Cannot generate report. Try again later.

There can be two reasons for this message:

Your connection to the VMS servers is unstable. If the problem persists, contact your system administrators.

System administrators: check if the network and all VMS servers and services are running.
The list of incident projects and lists of sequences are not updated in real time. So, if you have had one of these lists open for a while and another XProtect Smart Client operator has deleted items from the list, you will see this message if you try to edit the deleted list item or elements included in the deleted list item.
For example, another operator has deleted an incident project while you had the list of incident projects open. You can still see the deleted incident project in the list on your computer, but you will get this error message if you try to generate a report.

Cannot perform this action. Please refresh the list.

The list of incident projects and lists of sequences are not updated in real time. So, if you have had one of these lists open for a while and another XProtect Smart Client operator has deleted items from the list, you will see this message if you also try to delete or save the already deleted incident project.

Cannot perform this action. Try again later.

Your connection to the VMS servers is unstable. If the problem persists, contact your system administrators.

System administrators: check if the network and all VMS servers and services are running.

Cannot remove all sequences. Try again later.

Your connection to the VMS servers is unstable. If the problem persists, contact your system administrators.

System administrators: check if the network and all VMS servers and services are running.

Cannot save [x]. Try again later.

This message is shown in connection with trying to save a comment, information about a call, or another setting. There can be two reasons for this message:

Your connection to the VMS servers is unstable. If the problem persists, contact your system administrators.

System administrators: check if the network and all VMS servers and services are running.
The list of incident projects and lists of sequences are not updated in real time. So, if you have had one of these lists open for a while and another XProtect Smart Client operator has deleted items from the list, you will see this message if you try to edit the deleted list item or elements included in the deleted list item.
For example, another operator has deleted an incident project while you had the list of incident projects open. You can still open the deleted incident project from your computer, but if you try to add or edit a comment, information about a call, or change the incident status, or other, you will get this error message.

Permission denied.

Your system administrators haven't given you permission to use a feature. Contact your system administrators if you can't complete your tasks without this feature.

Report generated but not all information is included.

During the generation of the report, connection to the VMS servers or services was lost. The report does not contain all information from the incident project. Try to generate the report again.

Messages in XProtect Smart Client and XProtect Management Client

This information is not available to you.

Your system administrators haven't given you permission to use a feature. Contact your system administrators if you can't complete your tasks without this feature.