Service Request #24975 Raid just crashed Status: FBOP Assigned Customer: | FBOP MCC New York MS0109 (130104.001) Priority: P3 (Next Day) Contact: Type: Service Contract Assigned | Jeff Cranor, Jeff McKenzie, Justin Service| Main Location To:|Houston Location: | 150 PARK ROW NEW YORK, NY 10007 Dale pug 8, 2019 Created: 49 8: Bill To: FBOP MCC New York MS0109 (130104.001) [ 150 PARK ROW Next Appt.: NEW YORK, NY 10007 PO#: Additional Information & Custom Fields: Is this a emergency request: | Yes. You must call 844-802-0188 When was the problem first discovered: PO Number: Who reported the problem rity: ls this a consistent problem or intermittent: ls this problem effecting all users: Today CONSISTENT YES ls there power to the device in question: Do you have a spare device on site: Can you send a picture of the device: YES Unknown NO Has any work been done in the area involved: Can you describe what is or is | not happening: Material Required For Request: Who Requested the service cal: NO recording PHONE SUPPORT Detailed Description: Raid is showing 2 "S"s on the display. [J is going to get new drives from computer services for the raid and replace them in the morning. Schedule When Assigned To Comment Aug 8-16, al- | Justin Houston, Jeff McKenzie, Jeff Jeff Cranor will be working on this. Get a case started with day Cranor Qognify. Equipment - No Equiprrent Comments EFTA00036149

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Comment Jeff MeKenzie on Aug 14, 2 2 [FRVATQ (ERE ERI led us on Thursday August 8th stating that he had 2 bad drives on his raid unit of the NCE Vision Fro Unt NVR. We advised himto get replacement drives. Once they are replaced they should start to initialize to becorre available for the raid array. [IEE did not have drives readily available. He checked with his local CSMito see if they had any Spare replacerrent drives. Once he located replacernent drives on Friday August Sth, he did not have access to the DVRroomto replace them He called Signet for phone support on Saturday August 10th when he gained access to the DVRroom He alternpted to replace the drives and they started to rebuild. During the rebuikd process of the drives, the drives were required to be taken out of the raid on DVR2. Onoe the drives are rerroved without proper shutdown of the recorder, the video database becomes corrupted. Typically, any tire the raid on a raid 5 configuration loses 2 drives, the raid needs to be rebuilt and all data is wiped fromthe raid. uM Comment [FRVATR H GE Unable to locate anything official The basic steps are as following: 1. Set the raid level to none, and save. I will restarted with all drives being “J.” [Replace any faulty drives) 2. Set the raid level to 5 and save. t wil restart and being an initialization. The password is 1111 (if | recall correctly). Once the raid is created, you'l need to restart window's and create the proper partitions. fl keep locking but that should get you going. Best regards, DEREK BARR Senior Support Engine i ww 099 if y.comOUSTOWVER SUPPORT CONTACTS USA Tall Free +1-866-8954607 USA +1-201-377-3408 UK +44-20G-1501-39G UK Toll Free +44-800- (0488305 israel +972-73-394-7900 France +33-170-70-0085 supporti@Qngnify.com Germany +49-3419-288-035 Singapore +85-3163-3144 India +91-117-1279-047 Hang Kong +852- 5806-6118 China +86-10-5357-3270 From Jeffrey McKenzie <j Sent: Tuesday, February 26, 2019 14:35 To: Support <Support@qognify.com> ‘Subject: RE FRO UNT RAID REBULD DOCUMENTATION REQUEST Anything you have on Fro Unit docurrentation w ould be appreciated. Jeffrey MeKenzie | Senior Customer Support Technician SigNet Technologies | Convergint Federal Solutions 12300 Kiln Ot Sue E Beltsville, 1D 2070 Sis ee Assignment Created The assignrrent on Aug 8 - 16, all-day for Justin Houston, Jeff McKenzie and Jeff Qranor has been created. [FRVATA Jeff Cranor will be working on this. Gat a case started with Qognify. Details - No Detal terrs EFTA00036150