Knowledge Base

Problem Prevention:

1. Especially if unexpected blackouts are known to occur (not uncommon in remote/barn sites), recommend the use of an Uninterruptible Power Supply (UPS). Tell them to connect at least both PC's and the network switch to the UPS.
2. If there is a planned power outage, stop TrackLab recording before shutting off the PC, and restart recording after power is up again.
3. If there is an unexpected outage, you want to make sure to keep the Sewio PC downtime as short as possible to keep missing data to a minimum. If the TrackLab system installation went well, the Sewio PC has an automatic reboot setting enabled. This will make sure the PC restarts automatically when power is up again. However, if after the outage the PC was found switched off, assist the customer in enabling this setting in the BIOS settings, by following these instructions.

Problem Solution:

1. Get the TrackLab log files "C:\ProgramData\Noldus\TrackLab\2\Log", "C:\ProgramData\Noldus\TrackLab Recorder\2\Log" and "C:\ProgramData\Noldus\TrackLab Server\2\Log".
2. Check for the log file entry “Fatal – This can only occur if the server is powered up while recording was ongoing”. If you find it, it confirms the database inconsistencies. Proceed with the next steps. 
3. If the customer is in the middle of an experiment recording session, proceed AFTER that recording session is finished.
4. If TrackLab is recording, stop it.
5. Use the database backup tool to make a backup.
6. Provide R&D with the backup.
7. R&D will returns the repaired database version.
8. Use the database backup tool to restore the repaired database on the customer PC.
9. TrackLab will now recalculate all analysis results, which may take a couple of hours.

Note:

• The R&D team is planning a fix to prevent the problem (planned for v2.12 - ask the Product Manager) but for the time being use the above workaround.