When importing a backup file to a NVR the system crashes the machine rendering it inaccessible. After a re-installation the import of the backup file once again crashes the system.
Product
exacqVision Server
Steps to Reproduce
Import backup file to the Exacq Server.
Expected Results
Settings are imported and exacqVision Server continues normal operation
Actual Results
exacqVision Server service crashes and is not accessible
Solution
If the settings import correctly on a different system then check the disk(s) for corruption.
Linux #1702 – Manually Checking a Drive for Errors in Linux
NOTE: If you are experiencing trouble with motion recording using an Illustra camera on Exacq, please also refer to the following article, HERE.
If you are attempting to confirm that motion detection is being sent from an Illustra camera to the VMS with Wireshark:
1. Be sure you are connecting to the camera via HTTP. Capturing encrypted HTTPS traffic will not provide readable data.
2. Start the capture, trigger the desired motion.
3. The camera data will look similar to this. The example displayed shows the camera at 192.168.0.6 sending TCP packets to the server at 192.168.0.90. Note: Depending on the devices and activity on your network you may have a lot of different sources, destinations and protocol types displayed.
4. In the display filter bar above, enter the following filter string:
tcp contains NotificationMessage and tcp contains Motion
The filter displays only the packets indicating motion detection was included in the data sent to the server. In the above example, three packets were found.
5. Examining the packet closer you can view the XML message sent by the camera.
When selecting a Time Lapse under the cameras settings page in the client, Click Set, then hit the apply in the lower left. Once that happens the Box for the seconds/minutes/hours will revert back to 1 seconds.
Product
Server/Client Time Lapse
Expected Results
In the drop down box if you select 5 seconds and apply this it should show that in the time lapse box. The client reverts back to 1 second.
Actual Results
Note: That the text entry does not represent what the value is currently set to. The values below the grid represent what it’s set to
Solution
Are we able to correct this behavior?
We potentially could, but only in cases where all of the selected squares have the same value and additionally it gets tricky because what if the value was set, then selected more squares. We would overwrite that value with what you were planning on applying.
Bug Fix – Fixed issue where clearing search cache started downloading again
Bug Fix – Fixed issue regarding warning message when searching for analytics on system that does not support object classification
Bug Fix – Fixed issue where only one person key appeared in results if multiple persons matched
Bug Fix – Fixed issue where client would disconnect if server too busy to reply with heartbeat
Bug Fix – Fixed issue with selectable fields on Enterprise Notifications page
Bug Fix – Fixed issue with hang during video preview on Mac’s with M1 chip
Bug Fix – Fixed issue with error message displaying web panel config pages if page failed cert validation
Bug Fix – Fixed issue where LDAP users were unable to create User View
Bug Fix – Show LDAP user name rather than GUID under username for View
Bug Fix – Resolved issue with client crashed caused by other software using Boost libraries
Enhancement – Added support for Raw PCM16 audio encoding
Enhancement – New installs group sources by device
Enhancement – Last motion station added to camera grid
Enhancement – Improvements to UI for analytic search
Enhancement – Ability to enable/disable specific analytic overlays
Enhancement – Added CSV support for system report generation
Enhancement – Filter for analytics based on specific object types in search timeframe
ExacqVision Web Service
Bug Fix – Fixed problem where enabling HTTP redirect to HTTPS provided an internal IP address
Bug Fix – Fixed problem displaying groups or maps from different systems when the groups or maps have the same name
Bug Fix – Ensure frpc is properly restarted after authorization failure
Bug Fix – Removal of token exchange with web relay
ExacqVision Mobile
Bug Fix – Fixed issue with app crashing on Android when resetting all all data
Bug Fix – Disable navigation drawer slide if no servers added
Bug Fix – Fixed issues with views created in mobile which weren’t updating to proper cameras
Bug Fix – Fixed back button action from Doors page
Bug Fix – Fixed time selection issue where calendar incorrectly adjusts for DST
Bug Fix – Disable Full Screen button for Video Push if pushing is not possible
Bug Fix – Only allow Video Push of currently displayed cameras
Bug Fix – Fixed issue with mobile notifications from Event Monitoring or Analytics
Enhancement – Login page UI changes
Enhancement – Live scroll view
Enhancement – Reorganization of configuration pages
Enhancement – Search page will show ‘No Video Available’ instead of ‘Unknown Error’
Enhancement – Next view changed from button to Right/Left swipes
Enhancement – Added Edit Panels button to allow rearranging live camera panels
Feature – Added Search to context menu
Feature – Added Overflow menu to app bar
Feature – Disable zoom when viewing a 1×1 panel
Feature – Keep track of scroll position
Feature – Added support for multitasking on latest iOS devices
Enterprise Manager
Bug Fix – Fixed LDAP user authentication
Bug Fix – Updated server license requests to avoid error caused by length of URL
Bug Fix – Remove password complexity requirement for SMTP
Bug Fix – Fixed issue opening EM Shell on Ubuntu due to missing module
Bug Fix – Fixed issue where checking for server updates with no servers caused 500 error
Enhancement – Improved efficiency of assigning servers to importers
Enhancement – Automatic SSL migration support for .DEB installer
Enhancement – Clean up orphaned server configs more often
Enhancement – Replacement of Apache Solr with Elastic
Illustra
Release of Pro Multisensor cameras
Illustra Body Worn Cameras – Removed from marketing for 22.06 release, pushed to 22.09. Still available to those with the equipment and assistance with setup from Product Management.
Appendix
Review of how Cloud Drive is different from Cloudvue
Use of LDAP in exacqVision Server versions 21.12.3.0 through 22.03.3.0 may result in excessive queries that eventually cause low memory, video throttling, and sluggish live & search modes.
exacqVision Support Utility Server Logs Summation should show excessive entries related to LDAP:
In the previous examples, the results were for a period of only (6) days.
Product
exacqVision Server versions 21.12.3.0 through 22.03.3.0
Solution
Upgrade exacqVision Server to version 22.03.4.0, or higher, which contains bug fixes that should correct this issue.
Release History ======================================================================================== 04/28/2022 v22.03.4 * Bug Fix – streampi – Add sAMAccountName attribute to the query for bind user * Bug Fix – streampi – Change bind user query to happen only on SPN change, monitor results in server loop
Common definitions and drive states used in relation to MegaRAID RAID Controllers.
Product
MegaRAID Storage Manager
LSI Storage Authority
Virtual Drive
A virtual drive is a partition in a drive group that is made up of contiguous data segments on the drives. A virtual drive can consist of these components:
An entire drive group
A part of a drive group
A combination of any two of these conditions
Drive Group
A drive group is a group of physical drives. These drives are managed in partitions known as virtual drives. You can create one or more virtual drives on a group of drives attached to a controller card. However, this is based on the support of sliced VD and RAID level of the controller.
Virtual Drive States
A virtual drive property indicating the condition of the virtual drive. A virtual drive can be in any one of the following states
Optimal
A virtual drive whose members are all online. In the output of the StorCLI commands, Optimal is displayed as optl.
Degraded
A virtual drive with a redundant RAID level with one or more member failures and can no longer sustain a subsequent drive failure. In the output of the StorCLI commands, Degraded is displayed as dgrd.
Partially Degraded
A virtual drive with a redundant RAID level that is capable of sustaining more than one member drive failure. This state also applies to the virtual drive’s member drives.Currently, a RAID 6 or RAID 60 virtual drive is the only virtual drive that can be partially degraded.In the output of the StorCLI commands, Partially Degraded is displayed as Pdgd.
Failed
The virtual drive has failed.
Foreign
A foreign configuration is a RAID configuration that already exists on a replacement set of drives that you install in a computer system. WebBIOS Configuration Utility and the MegaRAID Storage Manager software allows you to import the existing configuration to the RAID controller or clear the configuration so you can create a new one.
Offline
The virtual drive is not available to the RAID controller, one or more member failures making the data inaccessible. In the output of the StorCLI commands, Offline is displayed as OfLn.
Physical Drive States
A physical drive can be in any one of the following states:
Unconfigured Good
A drive accessible to the RAID controller but not configured as a part of a virtual drive or as a hot spare.In the output of the StorCLI commands, Unconfigured Good is displayed as UGood.
Hot Spare
A drive that is configured as a hot spare.
Online
A drive that can be accessed by the RAID controller and will be part of the virtual drive.In the output of the StorCLI commands, Online is displayed as onln.
Rebuild
A drive to which data is being written to restore full redundancy for a virtual drive.
Failed
A drive that was originally configured as Online or Hot Spare, but on which the firmware detects an unrecoverable error.
Unconfigured Bad
A drive on which the firmware detects an unrecoverable error; the drive was Unconfigured Good or the drive could not be initialized.In the output of the StorCLI commands, Unconfigured Bad is displayed as UBad. Note: If an improperly removed device is reconnected to the RAID controller it will be recognized as UBAD (Unconfigured Bad). It can be incorprated back into the the Virtual Drive by setting to UGOOD
Missing
A drive that was Online, but which has been removed from its location.In the output of the StorCLI commands, Missing is displayed as Msng.
Offline
A drive that is part of a virtual drive but which has invalid data as far as the RAID configuration is concerned. In the output of the StorCLI commands, Offline is displayed as offln.
None
A drive with an unsupported flag set. An Unconfigured Good or Offline drive that has completed the prepare for removal operation.
Definitions
RAID
Redundant Array of Independent Disks is a group of multiple, independent drives that provide high performance by increasing the number of drives used for saving and accessing data. A RAID drive group improves input/output (I/O) performance and data availability. The group of drives appears to the host system as a single storage unit or as multiple virtual drives. Data throughput improves because several drives can be accessed simultaneously. RAID configurations also improve data storage availability and fault tolerance. Redundant RAID levels (RAID levels 1, 5, 6, 10, 50, and 60) provide data protection.
Selecting a RAID Level
To make sure of the best performance, you must choose the optimal RAID level when you create a system drive. The optimal RAID level for your drive group depends on a number of factors:
The number of drives in the drive group
The capacity of the drives in the drive group
The need for data redundancy
The disk performance required
RAID 5
Uses data striping and parity data across three or more drives (distributed parity) to provide high data throughput and data redundancy, especially for applications that require random access. RAID 5 can survive the failure of one drive. If 2 or more drives fail then a total delete and rebuild is required.
RAID 6
Uses data striping and parity data across three or more drives (distributed parity) to provide high data throughput and data redundancy, especially for applications that require random access. RAID 6 can survive the failure of two drives. If 3 or more drives fail then a total delete and rebuild is required.
Maximizing Fault Tolerance
Fault tolerance is achieved through the ability to perform automatic and transparent rebuilds using hot spare drives and hot swaps. A hot spare drive is an unused online available drive that the RAID controller instantly plugs into thesystem when an active drive fails. After the hot spare is automatically moved into the RAID drive group, the failed drive is automatically rebuilt on the spare drive. The RAID drive group continues to handle requests while the Rebuildoperation occurs.A hot swap is the manual substitution of a replacement unit in a disk subsystem for a defective one, where the substitution can be performed while the subsystem is running hot swap drives. An Auto-Rebuild feature in the WebBIOS Configuration Utility allows a failed drive to be replaced and automatically rebuilt by “hot-swapping” the drive in the same drive bay. The RAID drive group continues to handle requests while the Rebuild operation occurs, which provides a high degree of fault tolerance and zero downtime.
Hot spare
A standby drive that can automatically replace a failed drive in a virtual drive and prevent data from being lost. A hot spare can be dedicated to a single redundant drive group or it can be part of the global hot spare pool for all drive groups controlled by the controller. When a drive fails, MegaRAID Storage Manager or LSI Storage Authority software automatically uses a hot spare to replace it and then rebuilds the data from the failed drive to the hot spare. Hot spares can be used in RAID 1, 5, 6, 10, 50, and 60 storage configurations.A hot swap manually replaces a defective drive unit when the computer is still running. When a new drive is installed, a rebuild occurs automatically if these situations occur:
The newly inserted drive is the same capacity as or larger than the failed drive.
The newly inserted drive is placed in the same drive bay as the failed drive it is replacing.
You can configure the controller to detect the new drives and automatically rebuild the contents of the drive.
Consistency Check
An operation that verifies that all stripes in a virtual drive with a redundant RAID level are consistent and that automatically fixes any errors. For RAID 1 drive groups, this operation verifies correct mirrored data for each stripe
Fast Initialization
The firmware quickly writes zeros to the first and last 8-MB regions of the new virtual drive, and then completes the initialization in the background or with next scheduled Consistency Check. This allows you to start writing data to the virtual drive immediately.
Fault Tolerance
The capability of the drive subsystem to undergo a single drive failure per drive group without compromising data integrity and processing capability. SAS RAID controllers provide fault tolerance through redundant drive groups in RAID levels 1, 5, 6, 10, 50, and 60. They also support hot spare drives and the auto-rebuild feature.
Foreign Configuration
A RAID configuration that already exists on a replacement set of drives that you install in a computer system. MegaRAID Storage Manager software lets you import the existing configuration to the RAID controller, or you can clear the configuration so you can create a new one.
Initialization
The process of writing zeros to the data fields of a virtual drive and, in fault-tolerant RAID levels, generating the corresponding parity to put the virtual drive in a Ready state. Initialization erases all previous data on the drives. Drive groups will work without initializing, but they can fail a consistency check because the parity fields have not been generated
IO policy
A virtual drive property indicating whether Cached I/O or Direct I/O is being used. In Cached I/O mode, all read operations are buffered in cache memory. In Direct I/O mode, read operations are not buffered in cache memory. Data is transferred to cache and the host concurrently. If the same data block is read again, it comes from cache memory. (The IO Policy applies to read operations on a specific virtual drive. It does not affect the read-ahead cache.)
Learning Cycle
An energy pack calibration operation performed by a RAID controller periodically to determine the condition of the energy pack. You can start energy pack learn cycles manually or automatically
Patrol Read
A process that checks the drives in a storage configuration for drive errors that could lead to drive failure and lost data. The Patrol Read operation can find and sometimes fix any potential problem with drives before host access. This enhances overall system performance because error recovery during a normal I/O operation might not be necessary.
Read Policy
A controller attribute indicating the current Read Policy mode. In Always Read Ahead mode, the controller reads sequentially ahead of the requested data and stores the additional data in cache memory, anticipating that the data will be needed soon. This speeds up read operations for sequential data, but you will see little improvement when accessing random data. In No Read Ahead mode (known as Normal mode in WebBIOS), read ahead capability is disabled.
Rebuild
The regeneration of all data to a replacement drive in a redundant virtual drive after a drive failure. A drive rebuild normally occurs without interrupting normal operations on the affected virtual drive, though some degradation of performance of the drive subsystem can occur.
Strip Size
The portion of a stripe that resides on a single drive in the drive group.
Temperature
Temperature of the energy pack, measured in Celsius
Write-Back
In Write-Back Caching mode, the controller sends a data transfer completion signal to the host when the controller cache has received all of the data in a drive write transaction. Data is written to the drive subsystem in accordance with policies set up by the controller. These policies include the amount of dirty/clean cache lines, the number of cache lines available, and elapsed time from the last cache flush.
You can use the Manage Licenses page to assign channels from the exacqVision Enterprise Manager CHANNEL POOL to one or more servers. In addition, you can move an existing channel or channels from one server to another server. For example, you can move existing camera channels from an old server to a newly acquired one. Only the first 100 NVRs are visible, you must filter to access additional servers.
Product
exacqVision Enterprise Manager
Steps to Reproduce
In EM select Licenses
If there are more than 100 NVRs connected to EM then a message similar to the following will appear under Source
Expected Results
Clicking the dropdown will show the next 100 NVRs
Actual Results
Only the first 100 NVRs are available.
Solution
This is by design, to view servers not listed in the first 100 you must filter by server name.
Type the name of the server in the “Select source” box
The same is true for Targets, you must filter by typing the servers name in the “Select target” box.
Live chats are being introduced to provide our customers “users” another method to quickly access technical support. It provides a more rigorous and regimented vetting process, quickly guiding users to the information they need before requiring the assistance of a Live Chat operator.
An automated Bot will guide Users through a series of questions which will direct them to existing resources, providing a solution, and closing many chats before they are directed to an operator.
Live Chat conversations should be treated no differently than traditional phone calls. They can progress into Salesforce Cases, require an outbound phone call or a remote session and the ESC/RFA process remains the same.
Live chat conversations can be closed once the issue has been resolved or it has transitioned into a Salesforce Case.
Expectations
Live Chat conversations should be handled in a friendly businesslike manner with the following in mind.
Be Professional
Avoid condescending, flippant, or sarcastic wording. The goal is to help the user not antagonize them. Keep in mind you know our product and work with it everyday many users do not.
Set Expectations
While the hope is an issue can be resolved during the current chat the progression of chats should be treated no differently than traditional phone calls. They can progress into outbound phone calls, remote sessions and may require an ESC/RFA. This should be clearly conveyed to the user as it becomes clear a simple solution is not available.
Frequent Communications
Avoid Lulls in the conversation, since the user has no visual or verbal queues as to what may be going on you should frequently communicate while you are gathering information or researching the issue. This has the added benefit of ensuring that the user is still present and responding. Tip: Try using Snooze
Resources
Access and Settings
Knowledge Base Article #10636 Live Chat – Access and Settings contains information on accessing Intercom and the recommended account settings.
Video Training
Intercom Academy Provides many short courses covering specific aspects of Intercom Live Chat. While all are not applicable to our specific usage, those referenced should be reviewed. Access the Intercom Academy Course curriculum HERE
If the following conditions are met, then a chat icon will be available to users in the lower right corner of the support portal page. Clicking on the icon will initiate a conversation.
Once the chat is initiated, by clicking on the Chat Icon, the user will see the Messenger and have the options to view previous conversations “See all your conversations” or starting a new conversation “Send us a message“.
Receiving Live Chats
Once sent, the message will first be processed by a Bot which will attempt to assist users with common questions. If successful, the information will be provided to the user and the chat will be closed. Otherwise, the message will be forwarded to the Exacq queue, requiring action from a team member. A series of notifications will be sent to all live chat operators.
Desktop Notification
A desktop notification similar to the following will appear on each team members desktop.
Email Notification
An email will be received by all team members.
Intercom Inbox
On the Intercom Inbox page, the number of unassigned chats for the Exacq will increment by 1
Inbox Web Interface
Recommended Intercom Academy Training Videos
While you are encouraged to view all of the available Intercom Academy Course curriculum videos, available HERE, the following are of particular interest for our usage of Intercom.
Create your profile
This can be used in conjunction with Knowledge Base Article #1234 “Live Chat – Access and Settings” to configure your Intercom Live Chat profile.
Get to know the Inbox
Provides an overview as well as navigational tips and descriptions of the Inbox. The following additional information is specific to our usage of Intercom. There are multiple inboxes available in your workspace
You – Conversations assigned to you
Mentions – If a teammate mentions you in one of their conversations it will appear here
Unassigned – Unassigned conversations which can be ignored
All – Other JCI brands are also using Intercom and chats destined for their Team inbox will appear here. This inbox should be ignored.
Exacq – This is the Exacq inbox, when a chat arrives it will first appear in the Exacq team Inbox. (Inbox > Conversations > Exacq)
Notes:
Chats appearing in All should be disregarded. These chats are reserved for other JCI brands.
Clicking or hovering over Exacq will show a list of team members and their current status.
Clicking on the Live chat to review the message and compose a response
If you are the first Live Chat operator to respond, the conversation will be assigned to you and will be moved from the Exacq team inbox to yours (Inbox > Conversations > You > Open)
Understanding and using the user profile
Describes how to use the inbox to quickly gather information about the user.
Adding, editing, and removing apps
Other than a few built-in apps we are not currently integrated with other Apps
Replying to a conversation
The Intercom Article feature is currently not used. Users should be referred to portal Knowledge Base Articles
Streamline your workflow with snooze
Snoozing a conversation can be used to avoid lulls in the conversation
Closing Conversations
Live chat conversations can be closed once the issue has been fully resolved or it has transitioned into a Salesforce Case.
Give your team extra context with notes
Conversation and User Notes can be used to leave notes specific to either the current conversation or User that only your colleagues can see.
Conversation Notes
Current tools such as Microsoft Teams should be used in leu of Conversation notes.
User Notes
Specific to the user and permanent, will appear on all conversations the user is involved.
Available in the User notes section of the Details column
Can be created
Can be edited
Can NOT be deleted
Organize issues with tags
Conversation and User Tags can be used in finding and analyzing the types of support requests being received.
Conversation Tags
Conversation tags can be used to help identify needed Knowledge Base Articles and Bot improvements
Conversations can be tagged
Clicking on a tag name shows all conversations with the same tag
User Tags
User tags can be used for categorizing user types, VIP, etc.. and can be seen by the entire team
Assigning Conversations to Another Teammate
Reserved for management. In general, you should follow the existing escalation process as outlined in the attached INTERCOM LIVE CHAT FLOW and if necessary, transition the Live Chat to a Salesforce Case.
Answer common questions quickly
Intercom has the ability to use saved prewritten replies to commonly asked questions referred to as Macros to quickly respond to common questions.
Both personal and shared macros are available. Shared macros should be used whenever possible.
Macros can be customized to include attributes which will automatically add values unique to each customer
To use an existing macro, click on the add a macro icon in the composer and select one from the list or press # and choose one from the list
Note: The attributes can be filtered by typing a few characters of the title of the attributes name such as “#kb”
Additional Functionality
Keyboard Shortcuts
Keyboard shortcuts give you the option to perform common actions in the inbox without using your mouse. Type “Shift+?” to get a full list of shortcuts.
Stickers/Emojis
You can also quickly insert stickers and smileys into conversations to make your conversations even more engaging. Simply type “:” and the name of the emoji. For example, if you want to add a waving sticker, type “: wave” and the sticker will appear for you to select.Note: If you don’t know the name of the sticker or emoji you want, you can always click on the smiley face icon to open the sticker menu.
Search your conversations
Click the search icon on the top left to search and filter your conversations by keyword, tag, user, assignee, and date ranges or a combination of them to locate relevant conversations instantly. For example, you can filter for a specific User to find all conversations with that user by the Exacq team
