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Knowledge Support Support exacqVision Server Products

Certain Illustra models may cause recording to stop

Description

Certain models of Illustra cameras, on connection, may cause server to stop streaming from all other Illustra cameras.

Steps to reproduce

  • Add a ISL02P6OCWTT, firmware 0.0.0.15 (Local for Local camera that doesn’t comply with NDAA)

Expected result

  • all supported illustra3 cameras continue to record

Actual result

  • all illustra3 cameras stop recording (plugin’s read thread exit)

Work Around

  • upgrade the camera to firmware version 0.0.0.20
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Knowledge Support Support exacqVision Server Categories Products

The camera is showing connected but not streaming videos

If the camera is connected to ExacqVision Server and showing connected on the add IP camera page but not streaming videos and showing acquiring video. That means the RTSP streaming port may need to be opened on the Firewall, normally 554

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Knowledge Support Support exacqVision Server Products

RtspServerPI may not be installed on Linux

Description

RTSP server is no longer seen in the tree under Add IP camera after upgrade to 20.12. If the server version is rolled back to 20.09 it can be seen again. This does not seem to affect windows installs​

Tested Version

20.12.x

Platform

Linux

Steps to reproduce

  • install/update server

Expected result

  • rtspserverpi is installed (in the plugins folder)

Actual result

  • rtspserverpi is not installed (is in plugin-store folder)
  • attempting to install through dpkg-reconfigure results in move error output

Work Around

  • manually install the plugin:
    sudo mv /usr/local/exacq/server/plugin-store/RtspServerPI.so /usr/local/exacq/server/plugins/rtspserverpi.so
  • restart the server
Categories
Knowledge Support Support exacqVision Webservice Categories Products

Unable to login through web service as restricted user

Issue

This only applies to Start licensed systems.
If a restricted user attempts to login to a server through the web service (thin client or Exacq Mobile 3), a login error may be received even when valid credentials are provided. In this case, the exacqVision server does not have any logs indicating failed login attempts.
When a user installs the exacqVision software on a fresh machine and creates a new user and makes them a part of the “Restricted” user group they can only log in to the NVR and not the EV Web Thin Client or Exacq Mobile 3 app. It does not matter whether they apply or don’t apply a START license to the NVR.
If they change the user to Admin, Power User or User Admin it works as expected.

Tested Version

  • exacqVision Web Service 20.09.1

Steps to reproduce

  • Install exacqVision Client, Server and Web Service on to a fresh box
  • Log on to the box as the admin
  • Create a new user
  • Make the new user part of the “restricted” user group
  • Log in to the exacqVision Client with the new user (Works)
  • Log in to the exacqVision Thin Client or Exacq Mobile 3 app with the new user (Doesn’t Work)
  • Change new user from “restricted” user group to any of the other listed (Works)

Expected result

  • Works no matter what user group the user belongs to

Actual result

  • Unable to login to the Web Thin Client and Exacq Mobile 3 app with a user that is in the “restricted” group

Work Around

  • Change user from “restricted” user group to one of the others
Categories
Knowledge Support Support exacqVision Server Categories exacqVision Hardware Products

MAC addresses on GPoE all show zero’s

If you run in to an issue on a G-series where the Data and Management Ports show a MAC address of 02-00-00-00-00-00 you will need to reimage the NVR with the latest Linux Image RETAIL1804-21.03.4.zip Added: May 11, 2021 or newer.

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Knowledge Support Support exacqVision Server Products

Illustra Thermal camera setup

Temperature Scale:
Exacq defaults to Fahrenheit. Go into the Client Settings page and check the box for displaying the temps in Celsius

Client Temperature Display:

  • Client / Server 21.06 or later is needed
  • In live mode right-click on the thermal camera and select ‘View Analytics’
  • The temperature will only be displayed when someone is above the high temperature threshold. It doesn’t work quite like the camera’s web GUI where it displays temps of everyone all the time. When a high temp is detected, the camera API then sends the face coordinates to Exacq allowing it to draw the bounding box, along with the temperature. It won’t display a “good” temp.
  • Enhancement planned in future:
    In the coming firmware update the API will add a low temp threshold for VMS to see, plus change some streaming temperatures so that the client should be able to display temps more closely to what’s seen in the camera web GUI.
Categories
Knowledge Support Support exacqVision Server Categories Products

Illustra Corridor Mode Motion masks do not match between the client and the camera web application

Issue:

Tyco Illustra Pro Gen3 cameras placed in Corridor Mode will not have motion masks/detection zones that match between the exacqVision Client’s camera settings page and the camera’s web browser graphical interface. Nothing can be done to properly synchronize the motion masks/detection zones between the two interfaces.

In the exacqVision Client, Motion masks are created to block out areas where motion detection IS NOT DESIRED and are displayed in red. In the Illustra camera, the Motion Detection Zones are created to define areas where motion detection IS DESIRED and are displayed in yellow. Essentially, the displays should be the inverse of each other but the respective zone area(s) in the field-of-view should match.

Figure 1 displays one possible symptom where the Illustra camera has the entire field-of-view defined for motion detection but the corresponding zone in the exacqVision Client shows an area “masked” for exclusion. The client motion mask CANNOT be deleted. This is an error condition.

Figure 1. Side by side comparison of Illustra web page Motion Detection tab vs. exacqVision Client Motion tab.

In other words, a full-screen motion detection area set in the camera is displayed as masked for ignoring motion events in some areas from within the client. Smaller zones do not match either.

Illustra Pro Gen3 2MP, 3MP, 5MP, & 8MP Mini-Dome and Bullet camera models are affected. Verified with firmware versions:  

  • Illustra.Pro3.02.02.00.0053
  • Illustra.Pro3.02.03.00.0038
  • Illustra.Pro3.02.07.00.0015

Workaround:

None available.

Version Fixed:

  • Development build 21.03.111.0
  • Expected release 21.06
Categories
Knowledge Support Support exacqVision Server Products

Illustra cameras are rejecting analytic overlay OSD configuration

Description:
User cannot change OSD colors for rules defined in Analytics tab in Camera configuration

Tested Version:
20.09.08

Fixed:
21.03.107.0

Categories
Knowledge Support Support exacqVision Server Products

Server not recording to iSCSI volumes

Description:
If all the storage drives are ISCSI, then “Recording Not Possible” is seen on the Storage page of the desktop client.
If some storage drives are local, then recording only happens to local drives, thus reduces the overall content age of the oldest available video/audio.

Workaround:

  • Make sure the iscsi service starts before exacq:
    ​See: Set iSCSI Storage to Start Before ExacqVision Server in Windows
  • Stop exacqVision Server service/ daemon
  • Remove/rename/un-install archivepi.dll (windows) or archivepi.so (linux) in the installpath/plugins folder
    (note if renaming, must rename to NOT .dll extension or .so on Linux)
  • Start exacqVision server service/daemon

Fixed Version:
21.03.107
Back patched and available in 21.03.7

Categories
User Guides Knowledge Support Documentation Support exacqVision Webservice Products

Validating Certificate Permissions for SSL and HTTPS on Linux for WebService

In this example using Letsencrypt SSL certificates. The webservice is behind HAProxy and was not been able to successfully configure HAProxy to update Letsencrypt certificates over HTTP. Therefore, I manually updated the certificate.
/etc/webservice/tls/server.crt _> /etc/letsencrypt/live/site.com/cert.pem

/etc/webservice/tls/server.key -> /etc/letsencrypt/live/site.com/privkey.pem.

After updating the certificates, I linked the original to the new certificates in the Letencrypt folder:
When I try to connect to the webservice, I get this error message sent an invalid response. ERR_SSL_PROTOCOL_ERROR’.


The destination of his symlink, not the symlink itself, needs to be readable by the nvrweb user. In this example the directory that the symlink did not have permissions to allow the link to work correctly.

The best way to be sure would be to run terminal command
sudo -i
to root and then run
su nvrweb -s /bin/bash
and try to view the files (e.g., cat the paths listed in the config file).
This should give you an out put.

{
“service”: {
“name”: “Customer Name”,
“url”: “https://site.com”,
“loginTokenExpiration”: 30,
“discoverable”: true,
“inactivityTimeout”: 0,
“enableAutocomplete”: false,
“enableRelay”: false
},
“webserver”: {
“listen”: 80,
“tls”: {
“listen”: 443,
“cert”: “/etc/webservice/tls/server.crt”,
“key”: “/etc/webservice/tls/server.key”,
“type”: “external”
}
},
“log”: {
“duration”: 1,
“interval”: “W”,
“level”: “debug”,
“retain”: 1
},
“servers”: [
{
“host”: “site.com”,
“port”: 22609,
“passthrough”: {
“enabled”: false
},
“poweruser”: {
“enabled”: true,
“username”: “INFO”,
“password”: ” INFO”
}
}
],
“nvrg”: {
“port”: 22717,
“remote”: {
“enabled”: false,
“port”: 35111
}
},
“updates”: {
“fileInfo”: “https://www.exacq.com/downloads/evFileInfo.txt”,
“downloadTimeout”: 10
},
“auth”: {
“type”: “none”

We also need to make sure nvrweb can read the cert files
/etc/webservice/tls/server.crt and .key
The output will show the certs.

nvrweb@sunstone:/root$ cd /etc/webservice
nvrweb@sunstone:/etc/webservice$ cat tls/server.crt
—–BEGIN CERTIFICATE—–
Contents of cert will be displayed here.
—–END CERTIFICATE—–

nvrweb@sunstone:/etc/webservice$ cat tls/server.key
—–BEGIN PRIVATE KEY—–
Contents of Cert will be displayed here
—–END PRIVATE KEY—–

These certs were in the TLS directory and being linked to the Letsencrypt folder, which we found having permissions issues.

To check try the following:
Try the same thing with su to nvrweb and see if nvrweb can access the certs in the let’s encrypt folder, before changes WS config.
Important to note that it’s not just the permissions of the target file that matter, but all the directories in between. In this case the target file was fine but the directory was LetsEncrypt and that did not have permissions. Since we were pointing the link to another file, that file needs to be accessible to nvrweb.

ls -ld for each directory – /etc/letsencrypt, /etc/letsencrypt/live, /etc/letsencrypt/site.com

Without -d it will show the contents, if you want to look at the directory like /etc/letsencrypt it’s necessary to do ls -ld /etc/letsencrypt

The site.com directory is fine. We need to check the live or letsencrypt directories.
letsencrypt live directory’s permissions are rwx—- which means only root can enter or read the directory.

In the above photo we can see that the Permission is denied for the letsencrypt/live folder.

Configuration this way in not the normal process and it is possible the next time I run letsencrypt again to update certs it might error due to perms or reset them. The process might need to be done each time.