Avigilon Snapshot Not Working? A How-to-Fix Guide

Avigilon Snapshot Not Working? Troubleshooting Guide

The ability to quickly capture a snapshot from your Avigilon camera system is a fundamental feature for security operators. Whether you need to save evidence, document an incident, or share an image, a failing snapshot function can be a major hindrance. If you're encountering errors or the feature simply isn't working within the Avigilon Control Center (ACC) client, this guide is here to help.

We will walk you through the common causes and solutions for when the Avigilon snapshot feature fails, covering user permissions, software settings, and potential connectivity issues.

Common Symptoms of Snapshot Problems

Identifying the specific issue is the first step. Here are some common problems you might be facing:

• Snapshot Button is Unresponsive: Clicking the snapshot or export button does nothing.
• "Export Failed" Error: You receive a specific error message indicating that the snapshot or image export has failed.
• Snapshot Button is Greyed Out: The option to take a snapshot is disabled and cannot be clicked.
• Snapshots Are Not Saving: The system indicates a snapshot has been taken, but you cannot find the file in the designated folder.
• Corrupted Image Files: The saved snapshot files are corrupted, have zero bytes, or cannot be opened by an image viewer.
• ACC Client Crashes: The client software freezes or crashes during the snapshot or export process.

Step-by-Step Troubleshooting Solutions

Let's work through the potential fixes for your snapshot issues.

1. Check User Permissions

The most common reason for snapshot issues is insufficient user permissions within the ACC system. The ability to export video and snapshots is a specific privilege that must be assigned to your user group.

• Contact Your Administrator: Reach out to your Avigilon system administrator.
• Verify Export Rights: Ask them to check your user group's permissions and ensure that "Export video and images" is enabled. If this is not checked, you will not be able to save snapshots, and the button may be greyed out.

2. Verify the Save Location and Permissions

The problem might be with the folder on your local computer where the snapshots are being saved.

• Check Default Folder: In the ACC Client, go to Client Settings > Export. Note the directory listed as the default export path.
• Ensure Folder Exists: Make sure this folder actually exists and has not been moved or deleted.
• Check Folder Permissions: Right-click on the folder in your file explorer, select Properties, and go to the Security tab. Ensure that your user account has "Write" permissions for this folder. If not, you won't be able to save any files there.
• Try a Different Folder: As a test, change the default export path in the ACC Client settings to a simple location, like your Desktop, and try taking a snapshot again.

3. Update and Restart the ACC Client

Software glitches can often be resolved by ensuring you are on the latest version and performing a simple restart.

• Check for Updates: Check with your administrator if a newer version of the ACC Client is available. Bugs related to exporting are often fixed in new releases.
• Restart the Application: Close the ACC Client completely and reopen it.
• Reboot Your Computer: A full reboot of your workstation can resolve underlying issues with your operating system that may be affecting the client software.

4. Check Network Connection and Server Load

A poor connection to the ACC server can also cause export failures.

• Stable Connection: Ensure you have a stable network connection. If you are on Wi-Fi, try connecting via an Ethernet cable if possible.
• Server Performance: If the ACC server is under heavy load (e.g., many users are viewing high-resolution video simultaneously), it may struggle to process export requests. Try taking a snapshot during a less busy period to see if that helps.

When to Contact Support

If you have confirmed your user permissions are correct and have tried all the troubleshooting steps above without success, the issue may be more complex. There could be a problem with the ACC Server software or a specific bug affecting your setup. At this point, you should document the exact error messages and steps you've taken and escalate the issue to your Avigilon administrator or official Avigilon technical support for further investigation.