Month: March 2024

Categories
Knowledge Support Support exacqVision Enterprise

Failover and Failback Issue in exacqVision Server and Enterprise Manager

Description 

Level 3 Support has identified an issue with Failover functions in ExacqVision Server software manifesting as failback failure. The component responsible is ExacqVision Server software, but errors can be detected from the Enterprise Manager Failover Groups page as well, leading some customers to report this as an issue with the Enterprise Manager software. It is recommended that ExacqVision Server software version 23.03.3.0 be installed on protected and spare NVRs as a workaround until the future release can address this issue.

Product 

  • ExacqVision Server Software Version 23.06.1.0, 23.09.6.0, 23.09.9.0, 24.03.4.0
  • ExacqVision Enterprise Manager Software Versions:
    23.06.2.0 23.09.7.1, 23.09.9.0, 24.03.4.0

Steps to Reproduce 

  1. Upgrade exacqVision Server, Client and Enterprise Manager to versions 23.06.x.x. thru 24.03.x.x from previous versions.
  2. Test Failover/Failback functionality.

Expected Results 

Failover and Failback functions should complete without error.

Actual Results 

Failover and Failback functions do not complete, or complete with errors – sometimes forcing the abandonment of data, which then does not get returned to the protected NVR.

Solution

Prior to taking any of the steps below it is advised to take a backup configuration file of exacqVision Server, along with a backup license key of all NVRs affected.

It is preferred to also have prior configuration backups available for NVRs taken at earlier times.

It is also preferred to have a backup copy of Enterprise Manager’s configuration and/or a copy of the PostgreSQL or Microsoft SQL database.

  1. Stop all Enterprise Manager services to delete this failover group from shell. See: https://support.exacq.com/#/knowledge-base/article/4998
  2. Start all Enterprise Manager services and Delete the NVRs that were included in the failover group from Enterprise Manager.
    (this is a good time to take another backup)
  3. Unmanage the NVRs that were included in the failover group from exacqVision Client > Enterprise > Security tab.
  4. Downgrade (or if using older version, upgrade) exacqVision Servers to exacqVision Server version 23.03.3.0
    (At this step it is advised to restore from a previously taken backup that is known to have no issues at the time it was taken, if available, but this may not always be required)
  5. Return the Spare to an “Active Recorder” in the Client if still showing as spare – remove exacqVision Server software from the spare (not keeping configuration files for future installs) and then install a fresh version of exacqVision Server 23.03.3.0.
  6. If needed you can restore Enterprise Manager from BOTH the previous EM backup AND the Database Backup or by connecting to existing SQL database (if this is verified to have no issues). Alternatively, add back NVRs if issues are known to be present with the backup file or configuration at the time this was taken. This also may not always be required if EM configuration is in current good standing at this step.
  7. Verify no connection issues are present with the Servers and then Re-create the previous Failover Group and test functionality.

AES-733, AES-705

Categories
User Guides Documentation Illustra exacqVision Server Categories Products

Using the Illustra License Registration Tool

Overview

Users entitled to free IP camera licensing from eligible Illustra cameras may easily claim a new license key for their exacqVision system online, without the need to contact Orders.

NOTE: It is best practice to declare your eligible cameras and apply the generated license as a first step during NVR setup to prevent those devices which may be freely licensed from consuming your paid licenses. This will save you time performing additional steps.

Requirements

  • The NVR must be a system Built By Exacq (BBE), third party hardware with licensed exacqVision software is not eligible.
  • Cameras must be on the eligible camera list. See link within the tool.
  • The exacqVision Server license must have a current SSA.

Steps

  1. Access the Illustra License Registration page through the Dealer Portal or using the links within the exacqVision Client (24.03 and higher).
    <br><br>
  2. Enter the licensed MAC Address or system Serial Number.<br><br>
  3. The Current License field will update to display the number of paid and free Illustra licenses as well as the license level.
    <br><br>
  4. Beneath the MAC Address / Serial Number field, use the drop-down selector to enter the number of Illustra devices to add.<br>
    NOTE: Only eligible Illustra devices will work with the free licenses, so it is best to be accurate with the number of devices used. Additionally, inflating this number will incur additional costs when it comes time to renew the SSA for your system. The number of licenses charges for SSA renewal will be displayed on the right, below the New License section.<br><br>
  5. The New License section will appear below your Current License section. The New License fields indicate the total number of licenses for the system, broken down by paid and free Illustra licenses, along with the SSA expiration date.
    <br><br>
  6. Complete the fields for the Dealer information.<br><br>
  7. Enter the End User information for licensing.<br><br>
  8. Enter additional email addresses to send the soon to be generated license key to.
    <br><br>
  9. When you are ready, select the Declare Cameras button to generate the new license key.<br><br>
  10. Apply the new license to your exacqVision Server.
    See How to I apply a license to an exacqVision Server

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Categories
Software Downloads Software Landing Page exacqVision EDGE Categories Products

exacqVision Edge

Categories
Knowledge Support Support exacqVision Server Categories Products

32-bit Server Installer Fails on 32-bit Ubuntu 14.04

Description 

Upgrade or clean install of Server versions 23.06 and 23.09 failed on 32-bit Ubuntu 14.04

Product 

  • Ubuntu 14.04.4 LTS 32-bit
  • exacqVision Server 23.06 and 23.09

Steps to Reproduce 

Upgrade exacqVision Server using the GUI or terminal.

Expected Results 

Installer completes successfully.

Actual Results 

Installer fails. If run from terminal the output below is shown:

dpkg-deb (subprocess): cannot copy archive member from 'exacqVisionServer_23.06.1.0_x86.deb' to decompressor pipe: unexpected end of file or stream
dpkg-deb: error: subprocess paste returned error exit status 2
dpkg: error processing archive exacqVisionServer_23.06.1.0_x86.deb (--install):
cannot copy extracted data for './usr/local/exacq/server/webservice_installer.deb' to '/usr/local/exacq/server/webservice_installer.deb.dpkg-new': unexpected end of file or stream

Workaround

Install version 22.09 or prior.

It’s possible other version will also work. This was attempted remotely on a customer site via ssh. Issue not re-created in-house due to inability of Support Lab to connect 14.04 machines to the network.

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Categories
Knowledge Support Support exacqVision Client Products

Camera Recording Page Columns Missing on Fresh Install

Description 

The Camera Recording Page in the client doesn’t show any of the default options such as, IP Address, Camera Name, Video Detection, Record Status, Last Motion, Mac Address, Type, Model, Firmware.

Product 

Exacq Client 23.06 and as early as 22.12

  • Windows and Linux

Steps to Reproduce 

Remove Exacq Vision Client completely from the Recorder, or any client machine.
Install Exacq Vision Client 23.03, 23.06, 23.09

Expected Results 

Client shows all the same default options on a fresh install.

Actual Results 

The checkbox for all the devices is missing. This allows selecting multiple cameras to push updates to. The other options like IP Address, Connection Status, Type, Model, Firmware are not enabled by default.

Solution

You are able to add the default options with the exception of the Checkbox to select all the cameras.
Simply Right click on one of the default columns such as , Frame Rate, Resolution, Format, Quality and select a new column to be added seen below.

Once you select the option it will appear seen below by selecting the IP address.

The only item that can not be added currently is the checkbox to select cameras. This is resolved in our March 2024 Release with version 24.03