This video shows the steps a customer may take to enroll their Cloudvue enabled camera within their Cloudvue account.
Month: January 2023
This video shows steps required by authorized Cloudvue Dealers and Integrators to associate customer Cloudvue enabled cameras with a customer’s Cloudvue account.
Issue
When running EM version 22.09 or lower if you see your servers constantly connecting and then disconnecting, please check the EM logs specifically the importer log you should find something similar to this log..
[02/Dec/2022 09:52:52] WARNING [MainProcess:6016,Thread-1:8532,importer.py:292] FailoverProcess died unexpectedly[02/Dec/2022 09:52:52] INFO [MainProcess:6016,Thread-1:8532,importer.py:575] Shutting down brain.
[02/Dec/2022 09:52:52] INFO [MainProcess:6016,Thread-1:8532,importer.py:444] Cleaning up importer resources
[02/Dec/2022 09:52:52] INFO [MainProcess:6016,Thread-1:8532,importer.py:478] Allowing sub-processes to shutdown’
The failover process is dying constantly which is killing the importer, if you check your failover groups the issue would show as “data restore pending” if you aren’t able to abandon the data please delete the failover group via EM shell.
Product
- exacqVision Enterprise Manager version 22.09 or lower
Solution
Abandon data from corrupted failover group or delete failover group via EM shell
Description
JCSS customers and field techs should not be contacting Cloudvue technical support directly. However once BSNA has initiated a support case and we can freely work with all parties to resolve the issue.
Solution
All Initial JCSS Cloudvue support cases must go through the appropriate support center, Customer Care for customers and the Birmingham, Alabama Support Center (BSNA) team for JCI technicians, they should not contact Cloudvue support directly. Either support center can be reached by calling 877-270-4446 and choosing the appropriate option.
Once BSNA has initiated a case we can freely work with all parties to resolve the issue.
Support techs should attempt to determine if the caller is a JCSS field tech or customer. This can sometimes be done by simply seeing if their email address is @tyco or @jci. You can also search for the account in Cloudvue Manager, using the MAC address of any video device, and checking the PARTNER ID for JCSS.
If it is determined the caller is a JCSS field tech or customer and that they have not already worked with either BSNA or Customer Care they should be soft transferred to the appropriate destination by calling 877-270-4446
IMPORTANT
In addition to needing to go through JCSS customer care, JCSS customers are not permitted to have admin access to make changes to systems, to create/edit users, add cameras, or make system changes. The customer will need to create a ticket with the JCSS team.
Description
Saving an image from Live View fails for Illustra IFS04-D12-OIA4 when resolution is set to 2560×1440 (16:9) and the format is either H.264 or H.265.
Product
- exacqVision Client 22.12.2
Steps to Reproduce
- When viewing the camera in Live Views
- Right-Click the Live Image and choose save Image or Save Image As
Expected Results
- An image can be saved
Actual Results
- An exacqVision Client Error is displayed “Failed to generate image”
Solution
Change the resolution to 2560×1920 (4×3) or since the issue is not present when using the ePlayer, leave the resolution at 2560×1440 (16:9), export video and save the image from the exacqVision ePlayer.
Confirmed to be fixed and scheduled for the March 2023 release.
See AES-281 for additional updates.
Profile Descriptìon: %1. Notification attempt return code= 26
Description
%1 – This is the name of the Email Message Profile %BR% %BR%
Notifications are sent using curl, so the return codes are curl status/error codes. %BR%
Curl error 26 means “Read Error”
Notes
Notifications which include attaching a clip will attempt to create, then read a file locally on the Server. If there was a failure when the clip was created, you’ll see this error. Also, you could see this error due to a permissions limitation. %BR%
Other curl errors can be found here:%BR%
https://curl.se/libcurl/c/libcurl-errors.html
Profile Descriptìon: %1. Notification attempt return code= 67
Description
%1 – This is the name of the Email Message Profile %BR% %BR%
Notifications are sent using curl, so the return codes are curl status/error codes. %BR%
Curl error 67 means “Login Denied”
Notes
Failed logins to SMTP servers can result due to username/password problems, or no authentication was supplied and the SMTP Server does not support anonymous connections. %BR%
Other curl errors can be found here:%BR%
https://curl.se/libcurl/c/libcurl-errors.html
Profile Descriptìon: %1. Notification attempt return code= 7
Description
%1 – This is the name of the Email Message Profile%BR% %BR%
Notifications are sent using curl, so the return codes are curl status/error codes. %BR%
Curl error 7 means “Couldn’t Connect”
Notes
Connection failures to SMTP servers result when the TCP connection to a given host/port fails. This could mean a firewall is blocking communication.%BR%
Other curl errors can be found here: %BR%
https://curl.se/libcurl/c/libcurl-errors.html
Profile Descriptìon: %1. Notification attempt return code= 28
Description
%1 – This is the name of the Email Message Profile %BR% %BR%
Notifications are sent using curl, so the return codes are curl status/error codes. %BR%
Curl error 28 means “Operation Timeout”
Notes
Timeouts to SMTP servers can result due to routing problems between the exacqVision Server and the SMTP Server, or a configuration problem, such as using the wrong address/port.