Month: November 2022

Categories
Knowledge Support Cloudvue Support Cloudvue Access Control Categories

Panelless ioSmart Readers Not Unlocking Doors and Unable to Enroll New Readers

Description 

Customers have reported that they are unable to unlock doors using previously enrolled  ioSmart readers in panelless mode.  In addition users are unable to enroll new readers.  Engineering is aware of the issue and a fix will soon be pushed to all controllers.

Products

  • Cloudvue
  • Cloudvue Access App
  • Cloudvue Mobile App
  • EntraPass Go Pass App
  • Kantech panelless ioSmart Bluetooth Card Readers

IMPORTANT:  Users MUST transition from EntraPass Go Pass App to the “Cloudvue Access” app #13418. See Knowledge Base Article #13379 for Instructions on Installing Cloudvue Access

Solution #1 – Using Cloudvue

  • From the Cloudvue (https://www.cloudvue.com)
  • Select Views
  • Expand Devices
  • Select the desired reader
  • Choose Settings
  • Select Save (Note: No other changes are necessary)

Solution #2 – Using Cloudvue Manager

  • From Cloudvue Manager
  • Search Mobile Access Devices
  • Select the Device and choose Edit Reader
  • In the “Edit Mobile Access Device” Window select Submit
  • Note: No other changes are necessary
Categories
Knowledge Support Support exacqVision Integrations

Kantech will not stay connected on Version 22.09.2.0

Description 

Kantech Connection will not stay connected on Exacq Server Version 22.09.2.0. The connection will only stay connected for 5 seconds and then it disconnects.

Product 

Exacq Server 22.09.2.0
Reported on Kantech 8.30.05 and 8.50.

Steps to Reproduce 

  • Update server to 22.09.2.0
  • Check connection status in integration page and integration will disconnect.

Expected Results 

Integration should remain connected

Actual Results 

Integration connection status changes to Disconnected.

Solution

Update to Build 22.09.1628700.0 or wait for December 2022 Release.

AES-71

Categories
Cloudvue Knowledge Support Cloudvue Access Control Support Categories

KT-1 Controller Firmware Must be v3.06.09 or Higher for Cloudvue Mode

Description

In addition to requiring a network with internet access the Kantech KT-1 controller must be running firmware v3.06.09 or higher to run in Cloudvue Mode.

Solution

To determine the current firmware version, access the KT-1 controller from a web browser.


Type https:// and the IPv4 address of the KT-1 or if using the MAC address type https://kt-xx-xx-xx where xx-xx-xx is the last six characters of the KT-1 controllers MAC address


Note: The MAC address can be found on a label located on the front of the KT-1 controller’s main board.

IMPORTANT

If the KT-1 is running a firmware lower than v2.09.02 you must first update to v2.09.02 before updating to v3.06.09 or higher. Firmware version 2.09.02 can be downloaded Here.


See the KT-1 Cloud User Guide for additional detailed instructions including how to update the KT-1 controllers firmware.

Categories
Knowledge Support Support exacqVision Server Categories Products

Client Crashes When Analytics Enabled on Onvif Multi-Sensor Camera’s

*** INTERNAL USE ***

Description 

Reports of the exacqVision Client and/or system crashes have been reported from Illustra or Samsung  multi-sensor cameras using the ONVIF PLUGIN when analytics is  enabled.

Product 

  • exacqVision Server 22.09.4.0

Steps to Reproduce 

  • Add a multi-sensor camera using the onvif plugin
  • Enable analytics
  • The client will crash shortly after enabling the camera analytics.

Expected Results 

  • analytics are available and system runs normally

Actual Results 

  • After about 10 seconds the client crashes
  • There is one report of a system Blue Screening as well

Solution

  • Disable Analytics
  • Wait for the release of exacqVision Server 22.12

NOTE: 

Information about an available branch build is available here

Also see AESW-3366

Categories
exacqVision Client exacqVision Server Products

Missing Streams on Under Powered Multi-Sensor Cameras or Multi-View Devices

Description 

Loss of video streams have been observed on multi-sensor cameras and multi-view devices because of the camera or device being under powered.

Product 

  • AXIS FA54 Main Unit

Expected Results 

All video streams should connect and stream video

Actual Results 

3rd and 4th streams would occasionally disconnect and stop streaming

Solution

Follow the device manufacturer’s power recommendations and consider adding items such as a Midspan Power Injector when dealing with extreme distances.

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Categories
Knowledge Support Support exacqVision Enterprise Categories

Unexpected Results When Updating Groups or Users in exacqVision Enterprise Manager

Description 

Customer was getting odd results when trying to edit the name of either a group or username in EM.

Product 

  • exacqVision Enterprise Manager 21.06
  • exacqVision Enterprise Manager 22.09

Steps to Reproduce 

From the EM dashboard access either Users or GroupsSelect an existing user or group Click the pencil icon to edit Change the name of the group or change either the first or last name of a userClick Apply

Expected Results 

The change is saved, and you are returned to either the group or users page

Actual Results 

The save fails and returns the following

Solution

It was discovered that REST POST and PUT operations were being blocked by firewall and once exceptions were made EM began working normally.

Categories
exacqVision Webservice Products

WFE Logs Growing Unexpectedly Large

Description 

The WFE log file was]observed to be 30 GB and was filling the OS partition

Product 

exacqVision Web Server v21.06

Solution

For reference the WFE Log File Locations are:

Linux

/var/log/webservice/wfe.log

Windows

C:\ProgramData\Webservice\logs\wfe.log
  • Fully purge the exacqVision Web Server software
  • Verify the exacqVision Web Server install folder has been removed
  • Reinstall exacqVision Web Server
  • WFE file sizes should then return and remain normal

NOTE:  See AES-13 for additional information

Categories
Knowledge Support Cloudvue Support Categories Products

Cloudvue SRE Escalation Process

Title

Cloudvue SRE Escalation Process

Description

Normally Engineering requests assistance from the SRE team however there are certain instances when L3 can create tickets directly with the SRE team. In general, the SRE Team handles Cloudvue infrastructure issue, outages, portal logins and DB issues. 

Solution

Please reference the confluence document “Support SRE Escalation” for additional details and links to resources.

Categories
Knowledge Support Cloudvue Support Categories Products

Cloudvue RMA Process – North America

Description

Cloudvue RMA process North America

Solution

NOTE:  Cloudvue RMAs must be created by L3.  Please escalate to L3 for RMA approval and creation.
Once the device has been troubleshot and L3 confirms that an RMA to either repair or replace is needed perform the following:

  • Clone the original Salesforce Support Case to create a new case
  • The cloned case will be used by Order Entry for the RMA process
  • We now have two cases, the Salesforce Case referred to as the original case and the cloned case which will be referred to as the RMA case
  • Provide the customer with the RMA number, which is the Salesforce Case number of the RMA case
  • From the RMA case create a new email
  • Copy the contents of RMA Doc.obt and paste into this email
  • Add the RMA number (RMA Cases Salesforce Case Number) in the appropriate sections at the bottom of the email

  • Send the email to the customer
  • Still in the RMA case change the Status to “Waiting” and Sub Status to “Waiting for Equipment”
  • Make sure Case Level is set to “Level 3”
  • Also  fill in the Status Description with one of the following
    • Repair RMA
    • Ship Part RMA
    • Advance Replacement RMA 
  • Change the case owner to Neal Johnson making sure to check “send notification email”
  • You can now close the original Tech Support case
  • All future inquiries about the RMA will go through the RMA case to the assigned RMA Technician
Categories
Cloudvue Knowledge Support Cloudvue Access Control Support Categories Products

Kantech EntraPass Go Pass no Longer Shows Panel-less ioSmart Bluetooth Card Readers

Description 

The Kantech EntraPass Go Pass App Version 2.20 has broken the Cloudvue Integration and customers are no longer showing panel-less ioSmart Bluetooth Card Readers resulting in them being unable to unlock doors.

Product 

  • EntraPass Go Pass App version 2.20
  • Kantech panel-less ioSmart Bluetooth Card Readers

Solution

Please advise customers they will need to install the Cloudvue Access App which should resolve the issue allowing them to control their readers. See Knowledge Base Article #13379 for instructions on installing the Cloudvue Access App