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Search Troubleshooting & FAQ

Search Troubleshooting & FAQ

Having trouble with search functionality in XProtect Smart Client? This guide covers common issues and frequently asked questions about searching for video footage.

Common Search Issues

Search Takes Too Long or Seems Stuck

Problem: Search appears to run indefinitely, even after waiting several minutes.

Causes & Solutions:

Wide Time Spans

  • Searching "Last 7 days" or custom ranges covering weeks generates thousands of results

  • Solution: Narrow your search to 24-48 hours maximum for initial searches

Too Many Cameras

  • Selecting "All cameras" in large systems overwhelms the search

  • Solution: Start with 5-10 cameras covering your area of interest

Unrealistic Expectations

  • Complex searches (people + vehicles + alarms) across many cameras take time

  • Solution: Be patient or break into smaller, simpler searches

No Search Results Found

Problem: Search completes but returns zero results.

Check These Items:

  1. Time Period - Verify cameras were actually recording during selected times

  2. Camera Selection - Ensure you've selected cameras that cover the area of interest

  3. Search Criteria - Motion search may not find results if motion detection isn't configured

  4. Recording Schedule - Cameras may only record during business hours or on motion

  5. System Issues - Cameras may have been offline during the time period

Troubleshooting Steps:

  1. Try a broader time range first

  2. Switch to "Video sequences" instead of "Motion"

  3. Check if cameras show recordings in regular Playback mode

  4. Verify cameras were online and recording

Missing Advanced Search Options

Problem: Can't find People, Vehicles, or Location search categories.

Explanation: Advanced search categories are only available if:

  • Your system runs XProtect Corporate or XProtect Expert

  • The specific detection features have been enabled by your system administrator

  • XProtect LPR is installed (for some vehicle features)

Solution: Contact your IT administrator to:

  • Verify your system capabilities

  • Enable required detection features

  • Confirm your user permissions

Can't Edit or Delete Bookmarks

Problem: Bookmark editing options aren't available.

Cause: User permissions for bookmark editing aren't enabled on your account.

Solution: Contact your system administrator to enable:

  • Edit bookmarks permission under Roles > Overall Security

  • Delete bookmarks permission if needed

Frequently Asked Questions

Can I start search from a specific camera?

Yes. When viewing cameras in Live or Playback mode:

  • Single camera: Hover over the camera and click the search icon in the toolbar

  • All cameras in a view: Click the search icon above the entire view

  • This opens a new search window with those cameras pre-selected

Why do some actions disappear from the action bar?

Answer: When you select multiple search results that come from different search categories (merged results), some actions may not be compatible with all result types. The action bar only shows actions that work with ALL selected results.

Solution: Select results from the same search category, or perform actions on results individually.

How do bounding boxes work?

Answer: Bounding boxes are colored outlines that highlight detected objects in search results.

  • Show bounding boxes - Displays boxes around detected motion, people, or vehicles

  • Hide bounding boxes - Removes highlighting for cleaner viewing

  • Only appear in thumbnail images and preview (if metadata search is configured)

Toggle: Use the "Bounding boxes" dropdown in the upper-right corner of search results.

What does the yellow marker on the search timeline mean?

Answer: Yellow markers indicate event times - the exact moment when motion was detected, an alarm triggered, or an event occurred.

  • Hover over markers to see the exact event time

  • Multiple markers may appear in the same search result if it matches multiple criteria

  • Blue markers show currently selected results

Can I search multiple criteria at once?

Yes, in XProtect Corporate/Expert systems:

  • Match all criteria - Results must meet ALL selected categories (fewer, more precise results)

  • Match any criterion - Results meet ANY selected categories (more results, less precise)

Example: Motion + Alarms with "Match all criteria" = only motion detection that also triggered alarms.

Why can't I see motion in my motion search results?

Possible causes:

  1. Motion detection not configured - Motion detection must be set up by your system administrator

  2. Sensitivity too high - Motion threshold may be set too high in smart search

  3. Wrong areas selected - Smart search motion areas may not cover where motion occurred

  4. Motion outside recording - Motion may have occurred when cameras weren't recording

Solutions:

  1. Try lowering the motion sensitivity slider

  2. Expand motion detection areas in smart search

  3. Switch to general "Video sequences" search to see if footage exists

How long are search results stored?

Answer: Search results reflect available recordings based on your system's retention policy. Results disappear when:

  • Recordings are automatically deleted based on storage retention settings

  • Cameras go offline and stop recording

  • Storage becomes full and older recordings are overwritten

Note: The search function doesn't store results - it searches live against available recordings.

Performance Tips

Optimize Search Speed

  1. Start narrow - Use shorter time periods and fewer cameras initially

  2. Refine progressively - Add more criteria or cameras once you find relevant timeframes

  3. Use specific filters - Motion detection in defined areas is faster than full-camera motion search

  4. Leverage bookmarks - Previously saved incidents load much faster than new searches

Best Practices for Large Systems

  1. Group cameras logically - Search related cameras together (all entrances, all parking areas)

  2. Use saved searches - Create reusable search templates for common investigations

  3. Search during off-peak hours - Large searches perform better when system load is lower

  4. Break complex searches into multiple simpler searches

When to Contact IT Support

Contact your system administrator when:

  • Search functionality completely fails or produces error messages

  • Advanced search categories are missing but should be available

  • Cameras consistently show no recordings during times when they should

  • User permissions need adjustment for bookmarking or exporting

  • Performance is consistently poor across all search types

  • System-wide issues affect multiple users

Alternative Investigation Methods

If search isn't working optimally:

  1. Use Playback mode - Navigate directly to known times using the timeline

  2. Check Live View - Verify cameras are currently working and recording

  3. Review existing bookmarks - Other users may have already marked relevant incidents

  4. Export from Playback - If you find footage in Playback, export directly from there

Related Articles:

  • XProtect Smart Client - Basic Video Search ←

  • XProtect Smart Client - Playback Mode ←