Hardware : Gen3 Capture Card : Packet capture does not start on Gen3 capture card
  
Packet capture does not start on Gen3 capture card
 
Page Contents
How to manually reinstall the capture card drivers
How to fully remove all capture card drivers
How to reset the Windows registry to reinstall firmware
If Packet Capture does not start and there is no date and time information below the packet capture graph, you may need to reinstall the drivers for the Gen3 capture card.
 
 
 
An issue is causing packet capture to not start
Several steps may be necessary to isolate the specific issue. Complete them in order.
Figure 17: Packet Capture not working
 
 
1. Ensure that Observer Analyzer is running in application mode, not service mode.
See Switching between the probe and analyzer user interfaces to switch to application mode.
2. Ensure you are using the Gen3 capture card for your probe instance.
See Changing the monitored network adapter.
3. If Observer is open, close it.
4. Unplug all cables and remove all SFPs from the Gen3 capture card, and wait a few seconds and reinsert the SFPs and connect the cables.
5. Start Observer and start a packet capture.
Are you still experiencing the issue? If yes, continue.
6. Ensure you are using the latest version of Observer.
See How to install or upgrade the software.
7. Restart Observer and start a packet capture.
Are you still experiencing the issue? If yes, continue.
8. Close Observer.
Are you still experiencing the issue? If yes, continue.
9. Reinstall the driver for the Gen3 capture card.
See How to manually reinstall the capture card drivers.
10. Start Observer and start a packet capture.
Are you still experiencing the issue? If yes, continue.
11. Reinstall the firmware for the Gen3 capture card.
See How to reset the Windows registry to reinstall firmware.
12. Start Observer and start a packet capture.
Are you still experiencing the issue? If yes, email Technical Support as this likely indicates a more serious issue.
 
How to manually reinstall the capture card drivers
If you have trouble with the capture card, you can try manually reinstalling the capture card drivers. This may fix issues related to packet capture.
Your hardware appliance must have a compatible and supported Gen3 capture card or Gen2 capture card. See .
These instructions assume that you suspect the drivers are causing packet captures to fail. For example, a packet capture has started but no traffic is seen by the packet capture tool. These instructions guide you through installing the capture card drivers, which should solve your issue. If not, there are further troubleshooting tips to guide you.
To manually reinstall the capture card drivers:
1. In Windows, click the Start button, and then choose Windows System > Control Panel.
2. Click Device Manager.
3. In the list, expand Viavi Solutions Inc. Capture Adapters.
4. Right-click the VIAVI capture card and choose Update Driver Software.
5. Click Browse my computer for driver software.
6. Browse to or type C:\Program Files\Observer\DRIVERS\ and ensure the Include subfolders box is selected.
Figure 18: Browsing to drivers
7. Click Next to have Windows search the Observer installation directory for the correct capture card drivers.
The correct drivers install as soon as they are found.
8. Repeat the same procedure for the other VIAVI capture card shown.
Example: You might see a second capture card depending on your hardware appliance. If so, you must repeat step 4 through step 7 for the other capture card.
9. (Optional) Restart the Observer GigaStor system.
10. Open Observer and set the network adapter of your probe instance(s) to use the VIAVI capture card or its virtual adapters.
 
The capture card driver has been reinstalled with the version that came with your Observer installation folder. You have also ensured that your probe instance is set to use the correct network adapter. This may fix the issues you have experienced with packet capture.
 
 
If your issues with packet capture still exist, we recommend trying these other instructions one-by-one:
View the capture card device properties in Windows. This gives you an overall sense of health of your capture card.
Ensure your virtual adapters are set up correctly. If a virtual adapter is bound to the wrong SFP port or probe instance than you intended, it could result in no network traffic being seen.
Attempt a full removal of VIAVI capture card drivers from Windows. This can alleviate driver conflicts or other Windows issues preventing the capture card from installing the correct drivers.
Attempt a firmware flash of the capture card. It is highly recommended that you contact Technical Support before attempting to flash the firmware.
 
How to fully remove all capture card drivers
If you continue having issues related to the capture card driver, or the wrong drivers are being automatically installed by Windows, we recommend removing all traces of the capture card drivers from Windows and starting fresh.
Whenever you uninstall drivers from a device listed in Windows Device Manager, you are uninstalling the currently installed drivers only. Windows retains all older copies of your device drivers in its driver store, and Windows uses the driver store to automatically reinstall drivers for devices that are currently driver-less. Unfortunately, this means that by uninstalling your capture card drivers, you are also instructing Windows to reinstall older driver versions. This is problematic if you are attempting to troubleshoot driver issues or when you need to install a specific driver version—Windows is able to interfere.
The best solution is to repeatedly uninstall your capture card drivers until no older versions exist in the Windows driver store. Doing so provides you the opportunity to install known, good drivers for the capture card manually without Windows deciding for you or reintroducing the driver conflicts you are trying to avoid.
To fully remove all capture card drivers from Windows:
1. In Windows, click the Start button, and then choose Windows System > Control Panel.
2. Click Device Manager.
3. In the list, expand Viavi Solutions Inc. Capture Adapters.
4. Double-click the VIAVI capture adapter, and click the Driver tab.
5. Click Uninstall, select Delete the device driver for this device (if present), and click OK.
Do not restart the system!
Figure 19: Fully uninstall the driver
6. Repeat the same procedure for the other VIAVI capture card shown.
Example: You might see a second capture card depending on your hardware appliance. If so, you must repeat step 5 for the other capture card.
7. Click the Scan for hardware changes button in Device Manager.
8. Only if Windows begins installing capture card drivers, then Windows found old capture card drivers in its driver store. If this happens, do the following:
a. Allow the driver installation to finish.
b. Restart the GigaStor system.
c. Repeat the procedure for deleting the drivers.
d. Click Scan for hardware changes again.
e. Repeat step 8 if necessary until all old capture card drivers are deleted.
You are finished with step 8 when scanning for hardware changes does not install capture card drivers—only unknown other devices are listed. The device manager should appear similar to Figure 20.
Figure 20: Coprocessor in Device Manager
9. Using Windows Explorer, navigate to C:\WINDOWS\System32\Drivers and delete any of the *.sys driver files listed in .
Your system might not have all of these files; this is OK.
10. Restart the GigaStor system.
This should be the last time a restart is required.
 
Windows can no longer find VIAVI capture card drivers to automatically install. This provides you the opportunity to install known, good drivers for the capture card manually without Windows deciding for you or reintroducing the driver conflicts you are trying to avoid.
 
 
Next, follow the steps for manually reinstalling the capture card drivers but do this for the Other devices shown in Device Manager.
 
How to reset the Windows registry to reinstall firmware
Reinstalling the capture card firmware may resolve some issues related to packet capture. For the firmware to be reinstalled, you must set a flag in the Windows registry and perform an installation repair of Observer.
Windows Administrator credentials are required.
Back up your Windows registry file using whatever backup method you choose.
Your hardware appliance must have a compatible and supported Gen3 capture card or Gen2 capture card. See .
Follow these steps to edit the Windows registry to allow the Observer installation process to reinstall the firmware.
1. Ensure you are using the latest version of Observer.
See How to install or upgrade the software.
2. In Windows, using your keyboard, press the Windows logo key + R.
3. Type regedit and press Enter.
The Windows registry opens.
4. Find HKEY_LOCAL_MACHINE > SOFTWARE > Network Instruments > Observer > General.
5. In the left pane, right-click and choose New > DWORD Value.
6. Type FFU.
7. Double-click FFU and change its Value data to 1.
8. In Windows, using your keyboard, press the Windows logo key + R.
9. Type control panel and press Enter.
The Control Panel opens.
10. Proceed to Uninstall a program, select Viavi Solutions Observer Analyzer, and click Uninstall/Change.
After Uninstall/Change is clicked, the Observer installer appears. It asks if you want to repair or uninstall Observer.
11. Click Repair.
12. Confirm the firmware should be updated.
Do not interrupt the firmware update process!
13. Restart the system.
Observer now disables the registry flag you set in an earlier step.
 
The capture card firmware has been reinstalled. This may resolve issues with your capture card.