Month: October 2022

Categories
Knowledge Support Support exacqVision Client

Exacq Client Username/Password Reset

*** INTERNAL USE ***

If you are unable to login to the ExacqVision software and need to reset the password, perform the following:

WARNING: This will remove ALL user accounts from the configuration, not just the admin locked out.

Windows OS

1. Visit the following page and download the server version you need.
https://www.exacq.com/reseller/legacy/?file=Legacy/index.html
2. On a Windows machine, open the Services panel or run services.msc.
3. Locate ExacqVision Server in the services list. Right-click on it and choose ‘Stop’.
4. Browse to C:\Program Files\ExacqVision\Server or in the case of a legacy 32-bit system, C:\Program Files (x86)\ExacqVision\Server
5. Find the file named ‘useraccounts.xml’, right-click on it and choose ‘Delete’.
6. You will now run the ExacqVision Server installer file that you downloaded. Locate the file where you saved it, double-click on it to run it.
7. Go through the install process, it will ask you to create a new password (Make a note of this)
8. Once it is finished, open the ExacqVision Client software and click the Configuration (gear) icon from the top-left toolbar.
9. Go to ‘Add Systems’, highlight the system under ‘System List’. Enter your new Username and Password and click on ‘Apply’ to connect.

Linux OS

1. Visit the following page and download the server version you need.
https://www.exacq.com/reseller/legacy/?file=Legacy/index.html
2. On a Linux machine, stop the ExacqVision Server service.
3. Open up terminal, by pressing CTRL+ALT+T
4. Type sudo service edvrserver stop and press Enter.
5. Depending on what system you have you will type one of the following, if it says it cannot find NAUTILUS try CAJA
6. Type sudo nautilus (Ubuntu 10.04-16.04), or try sudo caja (Ubuntu 18.04 and above)
7. When the file explorer opens, go to ‘File System’ and then browse to the following directory
\usr\local\exacq\server\
8. Find the file named ‘useraccounts.xml’, right-click on it and choose ‘Delete’.
9. Locate the ExacqVision Server installer file that you downloaded. Right-click on it and choose ‘Open with GDebi Package Installer’.
10. Wait for GDebi to initiate and click ‘Install Package’.
11. Go through the install process, it will ask you to create a new password (Make a note of this)
12. Once it is finished, open the ExacqVision Client software and click the Configuration (gear) icon from the top-left toolbar.
13. Go to ‘Add Systems’, highlight the system under ‘System List’. Enter your new Username and Password and click on ‘Apply’ to connect.

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Categories
Support exacqVision Client exacqVision Server

Jagged Edges Appear on Sony SNC-HM662 Using Third Party Dewarper

Description 

When using the Immervision dewarper on the Sony SNC-HM662 jagged edges will appear in the live view of the camera.

Product 

Any ExacqVision NVR

Steps to Reproduce 

  • Use immervison dewarper on snc-hm662
  • Go to live cameras and try to use digital PTZ on that camera

Expected Results 

You are able to utilize DPTZ with no issues

Actual Results 

Jagged edges appear around the camera’s view

Solution

The issue resides on the third party dewarper that’s from the camera itself you will need to use the generic dewarper in the exacqVision Client

Workaround: This issue only happens when the camera is in 16:9 ratio size, you can switch to 4:3

Categories
Support exacqVision Client exacqVision Server

Local security policy will cause client-side Kerberos failure

Description 

A local security policy set from the domain controller causes client-Kerberos failure on client machines.

Product 

Any ExacqVision NVR

Any client machines or third-party client machines

Steps to Reproduce 

  • Integrate NVR to your domain controller using LDAP
  • Use single sign on to authenticate on client machine

Expected Results 

single sign on succeeds and you are successfully logged in

Actual Results 

single sign on fails and you get client-side Kerberos failure

Solution

You will need to grab the support diagnostics from the client machine

You will need to look into the client logs

You will need to look for log stating SSPI error: SEC_E_KDC_UNKNOWN_ETYPE (The encryption type requested is not supported by the KDC).

The local security policy on the DC and client machine network security: configure encryption types allowed for kerberos needs to have RC4_HMAC_MD5 enabled along with Future encryption types , AES256_HMAC_SHA1, and AES128_HMAC_SHA1

Categories
Knowledge Support Support exacqVision Server Categories Products

Psmove may get frozen on windows machine

*** INTERNAL USE ***

Description 

When using psmove on a windows machine the process may get frozen and you will get a cursor in PowerShell that stops blinking. This issue will occur if psmove is trying to move data to a date that does not exist in the local storage.

Product 

Any ExacqVision NVR running Windows

Steps to Reproduce 

  • Open PowerShell
  • Run psmove.exe -v -l

Expected Results 

Data that is out of sync gets moved to the correct dates/folders.

Actual Results 

psmove freezes in PowerShell

Solution

  1. Download Process Monitor Process Monitor – Windows Sysinternals | Microsoft Learn.
  2. Run Process Monitor after installing.
  3. Open PowerShell and run psmove.
  4. Process Monitor will inform you what month and day folder does not exist.
  5. You will see “NAME NOT FOUND” with the file path entries in Process Monitor.
  6. Manually create this day folder in the local storage.
  7. psmove will then begin to move data.

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Categories
Knowledge Support Support exacqVision Client exacqVision Server Categories

How to search the archived data on Cloud Drive V1.0

How to search the old archived data on Cloud Drive V1.0 while you are using Cloud Drive V2.0 on ExacqVision Server

  1. Disconnect the Client from the server. (This machine+client will ONLY be used for searching 1.0 moving forward)
  2. On another client/machine, delete the Archiving -> Cloud Drive (Legacy) target.
  3. Create and configure the new Archiving target pointing to Cloud Drive 2.0.
  • All clients, except the one from “Step 1” can search Cloud Drive 2.0.
  • DO NOT reconnect that client to the server. You will lose the ability to search for 1.0 videos.
  • Don’t delete the server from the systems page or you will lose the saved configs.
  • The Client can be closed, it just cannot reconnect to the server.
Categories
exacqVision Client Products

MAC OSX Clients Will Show a Cropped View of Cameras

Description 

When using a single views either a multi camera view or a single camera view 2 different issues can be seen in a MAC client.
1. The image will be zoomed and will switch after 5-15 seconds back to a normal view- then back to a zoomed in Field of View.
2. The image will look different in a single camera view vs a multiple camera view. Image will be stuck in what appears to be a zoomed in field of view.
EXAMPLE:

Product 

macOS Monterey Version 12.6
Note- this could be on more releases and not validated.
Seen on Exacq Client 22.06 and 22.09

Steps to Reproduce 

  • Created a single camera view and the camera appears zoomed in.
    Created a multiple camera view and the camera looks as intended.

Expected Results 

Both views should show the same Field of View.

Actual Results 

The results are different.

Solution

Turn off VGA acceleration and Decoding in the Client Settings.

This is resolved in 23.06.0 client version

Categories
Knowledge Support Support exacqVision Server Products

Steps to handle Protego cameras without #transport=rtsp

Description 

Steps to handle Protego cameras without #transport=rtsp

Product 

  • exacqVision Server
  • Protego branded cameras

Expected Results 

Camera connects normally without any issues.

Actual Results 

Camera connects then drops, then connects then drops on repeat. Only when the camera has #transport=rtsp on the end does the connection stay stable.

Solution

  1. Navigate to the server installation folder
    1. Windows – Typically this is under C:\Program Files\exacqVision\Server
    2. Linux – Typically this is under ~/usr/local/exacq/server
  2. Find the file named onvifnvcpi.json and TAKE A BACKUP!
  3. You can open and edit this in notepad or nano or whatever you prefer.
  4. CTRL+F to open the find menu
    1. Search for “Sunell”
    2. Enter “Protego” as an alias, ensuring to follow the format of the other aliases. Also ensure not to delete any other lines in this file as it can mess with other onvif functionality.
  5. Save and close the file.
  6. Restart the ExacqVision Server service.
    1. In windows this can be done from within the “services” program, searching “services” in the start menu should bring it up.
    2. In Linux open terminal and type.
      1. sudo systemctl stop edvrserver
      2. sudo systemctl start edvrserver
  7. Check connected cameras and you should be able to remove #transport=rtsp.
Categories
Support exacqVision Enterprise

Using NT authentication when connecting to MSSQL database

ExacqVision currently doesn’t support NT authentication when validating credentials to a MSSQL database (Enterprise Manager), we require to use SQL server authentication. A feature enhancement ticket has been submitted for NT authentication.

Categories
exacqVision Enterprise

Invalid column error after updating Enterprise Manager using MSSQL database from 21.12 or lower to 22.06 or higher

Description 

If you are using mssql database with EM and updating from 21.12 or lower to 22.06 you will get the crying stickman when trying to log into the web gui. When checking the webservice logs you will get invalid column errors such as..

][ODBC Driver 17 for SQL Server][SQL Server]Invalid column name ‘lastSaveOrUpdate’. (207) (SQLExecDirectW);

Product 

EM version 21.12 or lower

EM version 22.06 or higher

Steps to Reproduce 

Download Enterprise Manager 22.06 (or higher) installer package

Install the package

Try to reach EM via web Gui

Log in using known credentials

Expected Results 

Logs in successfully and able to see configuration

Actual Results 

You will get the crying stickman page

Solution

WORKAROUND: AES 2868
Which contains the workaround and backpatch

Categories
Knowledge Support Support

FEATURE ENHANCEMENT REQUESTS

This is for New Feature Enhancements being submitted to Engineering Via a Jira Enhancement ticket. Once submitted to Engineering we would like to add the information for the case/ticket/date/ and description of the enhancement to be tracked.

Go to :


https://apps.jci.com/:x:/r/sites/ExacqTechSupport-L2toL3/Shared%20Documents/L2%20to%20L3/Feature%20Enhancement%20Requests/Feature%20Request%20Logging.xlsx?d=wd5752277537b45e2913668299664ed1f&csf=1&web=1&e=shZZeS