Import Failure Issue with a Recording – AXIS Body Worn / AXIS Camera Station 5

[TheAGENT-007]

We are experiencing a recurring issue with the failure to import recordings. After analysis, we identified that the malfunction occurs when certain agents manually turn off their camera during a recording when the device has a low battery, so after placingthe camera in the docking station, the ACS service stops unexpectedly, which prevents the video footage from being imported.

Camera Usage Logs :
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Undock,2025-02-10T09:01:48+01:00,99,99
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Start Recording,2025-02-10T09:18:59+01:00,,
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Power Off,2025-02-10T09:41:08+01:00,,
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Stop Recording,2025-02-10T09:41:11+01:00,,
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Power On,2025-02-10T09:41:46+01:00,,
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Start Recording,2025-02-10T15:19:35+01:00,,
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Power Off,2025-02-10T20:48:09+01:00,,
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Stop Recording,2025-02-10T20:48:11+01:00,,
27,B8A44F6XXXXX,BWC-01,AGENT 1,Camera Dock,2025-02-10T20:51:33+01:00,16,95

AXIS Camera Station 5 logs :
_10/02/2025 21:11:52, Événement, Info, Début : importation de l'enregistrement avec l'identifiant _B8A44FXXXXX_202502XXXXXXX pour AGENT 1.
11/02/2025 21:11:52, Événement, Info, Échec : importation de l'enregistrement avec l'identifiant B8A44FXXXXX_202502XXXXXXX pour AGENT 1 dans l'intervalle 10/02/2025 14:15:21
Alarme, Alarme système, Les service AXIS Camera Station s'est interrompu de manière inattendue. Si le problème persiste, veuillez contacter l'assistance technique Axis.

After multiple failed attempts, the storage assigned for the recordings became faulty and inaccessible.

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[Cacsjep]

@TheAGENT-007 did you create a support case? because this sounds like a bug, when may a recording is broken or something like that ACS should not crash.

[vivekatoffice]

Hi @TheAGENT-007 ,
As suggested by @Cacsjep , you can create a support case here:
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