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 CloudvueCloudvue Access AppCloudvue Mobile AppEntraPass Go Pass AppKantech panelless ioSmart… Continue reading Panelless ioSmart Readers Not Unlocking Doors and Unable to Enroll New Readers
Month: November 2022
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 22.09.2.0Reported on Kantech 8.30.05 and 8.50. Steps to Reproduce Update server to 22.09.2.0Check connection status in integration page and integration will disconnect. Expected Results Integration should remain… Continue reading Kantech will not stay connected on Version 22.09.2.0
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… Continue reading KT-1 Controller Firmware Must be v3.06.09 or Higher for Cloudvue Mode
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 Steps to Reproduce Expected Results Actual Results Solution NOTE: Information about an available branch build is available here Also see AESW-3366
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 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… Continue reading Missing Streams on Under Powered Multi-Sensor Cameras or Multi-View Devices
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 21.06exacqVision 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… Continue reading Unexpected Results When Updating Groups or Users in exacqVision Enterprise Manager
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 Windows Fully purge the exacqVision Web Server softwareVerify the exacqVision Web Server install folder has been removedReinstall exacqVision Web ServerWFE file sizes should then… Continue reading WFE Logs Growing Unexpectedly Large
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… Continue reading Cloudvue SRE Escalation Process
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:
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 2.20Kantech panel-less ioSmart Bluetooth Card Readers Solution Please advise customers they will need to install the… Continue reading Kantech EntraPass Go Pass no Longer Shows Panel-less ioSmart Bluetooth Card Readers