Month: April 2023

Categories
Knowledge Support Cloudvue Support Categories Products

Cloudvue Subscription Support Policy

Description 

Details regarding the proper handling of Cloudvue subscriptions.

Solution

IMPORTANT

Support should NEVER add or change subscriptions for a customer, partner, or JCSS account.

Authorized Account User

An authorized user could be the partner, or another user listed on the account

  • Lookup the Account in CVM (CVM > Search > Account)
  • Provide the contact’s name and phone number listed to the caller
  • If the contact is also a user, provide their email address to the caller
  • If no contact information is available
    • locate and provide the email of an authorized user
    • Expand Users to view the list of Authorized Users
    • Ignore users with emails addresses related to Cloudvue, Exacq or JCI  
    • Provide the caller with an email of any remaining authorized Users
    • If the account has no Authorized Users
      • Contact Sales to see who we are billing for the account
      • Ask the customer to contact that individual

Determining the Partner ID

  • Cloudvue Manager > Search Account
  • Check the PARTNER ID
  • If JCSS see the section labeled JCSS below
  • Otherwise use  Customers or Partners

Customers

When a customer has subscription questions support should

  • Assist Authorized Account Users with questions on how to apply or modify a subscription
  • Determining the appropriate subscription based on resolution and the end user’s retention requirements
  • Instruct and provide contact information either for their Partner or an authorized user  on the account

NOTE: Non-authorized users should be directed to contact their Partner or an authorized user  on the account

Partners

When a Partner has subscription questions support should

  • Assist with questions on modifying or changing a subscription
  • If the Partner does not know the subscription needed they should contact the end user and get their desired retention policy

JCSS

When a JCSS field tech,  customer  or JCSS partner has questions regarding missing subscriptions or subscription questions in general

  • Refer them to the appropriate support center, Customer Care for customers and the Birmingham, Alabama Support Center (BSNA) team for JCI technicians  and Partners
  • Provide the contact information before transferring
  • Cloudvue – Account Setup or Subscription issues – 800-453-2247 option 4-1-1-2
  • Product Support Group – All Products – JCSS Tech  – 877-270-4446 
  • Product Support Group – All Products – JCSS Customers – CSG Team – 800-289-2647
  • Email: productsupport@tyco.com

Cloudvue Training

For overall training of Cloudvue Web, Cloudvue Mobile App, Cloudvue Access or Cloudvue Manager Authorized Users should be directed to email Brandon Castle at brandon.castle@jci.com

Categories
Knowledge Support Support Uncategorized

How to capture the traffic from the terminal via Tshark

How to capture the traffic from the terminal via Tshark

Discription

The following steps will show you how to capture the traffic data via the terminal using Tshark

Steps

  • Updating the repositories and installing tshark.
sudo apt update
sudo apt upgrade


sudo apt install tshark
  • You can check the NIC on your machine via the following command. 
sudo tshark -D
  • To run the tshark via terminal capturing from all NICs and saving the captured data to the PCAP file extension.
sudo tshark -w /tmp/tshark.pcap -i any
  • You can capture the traffic for a specific host from a specific NIC
sudo tshark -w /tmp/tshark.pcap -i INTERFACE host IPADDRESS

Where INTERFACE is the specific Interface found earlier with tshark -D and IPADDRESS is the  IP address of interest

  • Keep it running for 10 mins “More/Less”, then Press Ctrl-C
  • You can check the captured file info via the following command line.
sudo ls -lha /tmp/tshark.pcap
  • You can check the data inside your PCAP file via terminal 
sudo tshark -r /tmp/tshark.pcap
  • Download the file, and then you can check it from your machine via Wireshark
Categories
Knowledge Support Cloudvue Support Categories Products

Cloudvue Legacy Subscription Accounts

Description

  • Cloudvue Gateway
  • C2C

Solution

Service Plan – TCSVMSM – VMS only Monthly

Storage Retention – No Cloud Drive

Legacy Accounts

Account
1800Packouts
7thGen
Access Control Consultants
Aces LLC
ACS, JOCO Library
Acurix
Amerisure
Andani Imports
Apple Security Solutions
Arbelbide Farms LLC
Bagby and Russell
Bally Ribbon
BeltoneNE
Bridgeway
Brite Star
Builders Trust
CE Pizza
Claresholm
Coastal Pizza
Dawg Paradise
Desert Hills
Duke Communications
Elauwit
Elauwit, EdR
Empiretech
eSecurity, Wash N Roll
Fidelis Solutions
Floors Direct
Fuller Apt Homes
Hightek
Innovative IT
isoflex
ITZ Networks
JCSS
Jetz Foods
Johnson Controls Inc, Sammamish Mosque
Knacksmith
LC Pizza
Little Caesars
LivingRoomTheaters
Maquina Verde
McKenzie Schools
MTG
MTNC
MTNGP
Music Arts Enterprises, Inc
MyanTech
Norristown Rd
Northcoast Security
OCX Network
Ostrynski
OxfordSuites
Peterson Drug
Powercon
Prioryca.org
Reliant Media LLC
SidewaysGreen
Skyzone
Smartvue
Smartvue, Havasu Resorts
Smartvue, Heredia
Smartvue, MRA Group
Spearmint Rhino
Surveillance Audio Video
Techie
Technagy
The Paradies Shops
T-Mobile
Trails Travel
TruFusion
Turnkey Integrators
Unassigned
Verily Life Sciences
Vigon
Vortex
zBest Delis
Categories
Knowledge Support Support exacqVision Hardware

The audio is not working and showing “PA_OpenStream (-9996) Invalid device”

Description

The audio is not working on the Exacq server and is giving a message “PA_OpenStream (-9996) Invalid device.”

Solution

The issue is a failed sound card, so it needs an RMA to replace the motherboard or install another sound card