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TDVR Capture Card Faulty Board

Description 

There were reports of capture cards working for upwards of 10 minutes and then would fail to produce video in live views. We have identified the issue and made the proper corrections. If this is seen on a system please follow the instructions below to identify if the board is affected. Then take the appropriate steps to set up a RMA with support to get a new card shipped for replacement.

Product 

  • Exacq Servers A and Q series.
  • exacqVision 23.03 up to 24.03

Steps to Reproduce 

If a Capture card is exhibiting these symptoms then please identify the stamp on the card seen below.

These instructions provide step by step procedure for replacing a tDVR analog card in the Q-Series / A-Series Desktop chassis.   Before changing the board, be sure that the system is unplugged from any power source and the system is placed on a clean anti-static surface. Faulty PCB board can be identified by the manufacture marking HTG on the back of the board centered near the top.  Replacement cards will have a CTX marking seen below.

Tools Required:
Phillips Screwdriver
5MM 1/4″ hexdriver

  1.  Remove top cover screws on both side of the chassis.

2. Remove two top cover screws and three card mounting bracket screws.

3. Remove top Cover and pull out tDVR card by pulling straight up.                                                                                                                           

4. Disassemble the mounting bracket from the card by removing two hex nuts.  

5. Attach the replacement card to the bracket and assemble the system by reversing the steps above.

To test the new board, boot the system and open client and verify 16 port display in live view.  

Solution

We found that a component was change during manufacturing which was found to be faulty and we have the proper components now that have been validated and working.

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Documentation Quick Start Guides Categories Products exacqVision Hardware

Installing A-Series Rails on Racks with Threaded Round Holes

The rack mount rails that ship with exacqVision A-Series NVRs are designed to be toolless when used with server racks that have square or unthreaded round mounting holes on the rack uprights. The following guide describes how to adapt these rails, using tools, for use with rack uprights with threaded round screw holes.

  1. Examine the each end of the rail and take note of the pegs, as indicated in the illustration below.
  1. Insert a Phillips-head screwdriver into the slot at the end of each peg and turn to remove the pegs. Repeat this on the opposite end of the rail. The rear end does not have a center peg.
  1. Each end of the rail should have all pegs removed.
  1. Depending on the spacing of the holes on your rack, the L-bracket on the end of the rail may fit around the upright, facing outward, or may need to be placed behind it, as pictured. Here, the screw threads through the rack and then into the threads on the end of the rail where the pegs you removed from previous steps were located. Use installer provided screws to secure the rail to the rack’s upright.

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Video Library Documentation Quick Start Guides Highlighted Video Guides Installation Youtube Video Library Categories Products exacqVision Hardware

exacqVision A-Series Quick Start Video

The A-Series Network Video Recorders from Exacq provide a versatile range of options and are some of the most popular choices for most users. Choosing the best model for your deployment will be largely based on your storage and configuration needs. This video compares features of A-Series NVR models and steps through unpacking and setup.<br><br>

Chapters:<br>
00:00 Intro<br>
00:15 Unboxing<br>
01:03 Model Comparison<br>
02:06 Port Identification<br>
03:30 Rack Installation<br>
05:18 Hard Drive Installation<br>
06:08 Setup<br>
07:09 Licensing<br>

Related Articles

Installing A-Series Rails on Racks with Threaded Round Holes

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User Guides Documentation Highlighted Categories Products exacqVision Hardware

The Importance of UPS Systems

What is a UPS?

Uninterruptible Power Supplies (UPS) provide battery powered backups to critical systems in the event of a loss to the building’s power.

Why using UPS is critical

  • Data Integrity
    Systems that suddenly lose power leave data “in-flight” vulnerable to loss or corruption. This includes data currently held in memory, not-yet recorded to non-volatile storage such as hard drives and SSDs, as well as data being processed. Despite software functions designed to protect against corrupted or lost data, sudden losses of power can still lead to such issues.
  • Protect Hardware
    Frequent power drops and power loss can cause higher wear and tear on electronic components, particularly those with moving parts such as hard drives which utilize spinning platters and moving read/write heads. UPS systems aid delivering clean, stable power to your devices extending their usable lifespan.
  • Prevent Downtime
    Backup power keeps the systems powered by UPS available in the event of a loss or dip in power.
  • Event Response
    UPS systems give users time to gracefully shut-down systems in the event of a power disruption.
  • Regulatory Compliance
    Depending on the industry, local, state, or federal laws may dictate required system uptime and system accessibility.
  • Power Surges
    In addition to providing backup power, many UPS systems provide additional protection against power surges caused by fluctuations in mains voltage or lightning strikes.

The points listed above affect not just exacqVision systems, but can affect any computer system or modern electronic device. Consider placing all mission critical systems on UPS.

NOTE: Exacq is not responsible for data loss, data corruption, or hardware failure due to sudden power loss on systems that are not gracefully shutdown.

Intelligent UPS Systems

Exacq strongly encourages the utilization of intelligent UPS systems. A UPS can only provide power for a rated amount of time. In the event of an extended power loss that could exceed this time period the UPS will run out of power, which can still lead your devices to experiencing an unexpected sudden loss of power. This is an indispensable feature for systems without someone monitoring them at all times to perform a graceful shutdown.

Today’s advanced UPS systems provide USB or networked communication solutions capable of communicating with the machines they are protecting. When the UPS reaches a low level of remaining power it is able to gracefully shut down protected systems to prevent an immediate power loss, safeguarding your systems and data.

  • APC offers PowerChute for Windows systems
  • Tripp-Lite provides PowerAlert software for Windows systems
  • CyberPower provides PowerPanel software for Windows and Ubuntu/Debian
  • Network UPS Tools is an open source tool providing Ubuntu Linux support for a wide variety of brands/models of UPS systems.

Sizing & Run Time

Refer to the datasheets provided at Exacq.com for your product’s power draw.

Most UPS manufacturers provide tools to help you find an appropriately sized UPS. When in doubt, consult electrical professionals.

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Video Library Documentation Quick Start Guides Installation Highlighted Video Guides Youtube Video Library Categories exacqVision Hardware Products

exacqVision Q-Series Quick Start Video

The exacqVision Q-Series brings together an optimal combination of performance and affordability into a single network video recording solution available in hybrid or standard models. This video will introduce you to the hardware and walk through initial setup.<br><br> Chapters<br> 00:00 Intro<br> 00:19 Unboxing<br> 00:38 Specs<br> 01:49 Setup<br> 03:16 Licensing<br>
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Knowledge Support Support Categories exacqVision Hardware Products

Replacing a Hard Drive on Q-Series 2024 Refresh

  1. Looking at the rear of the system, remove the three screws indicated in the illustration below.
  1. Looking at the rear end of the top cover, remove the two screws indicated below.
  1. Slide the top cover towards the rear and pull off to remove it from the chassis.
  2. Remove the three screws indicated below.
  1. Remove the front bezel by lightly lifting the tabs indicated and rotating the top of the bezel away from the chassis.
  1. With the front bezel removed, looking at the front of the system, remove the two screws in the upper corners as indicated in the image below.
  1. Lift the drive plate to separate it from the chassis. Remove the hard drive retaining screws shown in the image below, supporting the drive from underneath.
  1. Detach the SATA power and data cables from the hard drive and attach to the replacement drive. Reverse the steps above to reassemble the system.
  1. When reattaching the drive plate, fit the three tabs on the front of the plate into the slots as shown.

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Sales Materials Storage Calculator Documentation Categories exacqVision Hardware Products

How exacqVision Performance is Benchmarked

For help selecting the correct exacqVision Server hardware, please refer to our Configuration Calculator.

Exacq system performance is benchmarked under typical real-world conditions to provide meaningful context in selecting a system that meets the needs of your application. All performance guidelines are approximate, and we recommend having at least 20% extra data rate capacity for your installation. The following definitions and guidelines are used by our Configuration Calculator and should be kept in mind when configuring any system.

IP Stream

An IP stream is a video or audio connection transmitted over the network to the server. Many cameras are capable of providing more than one stream simultaneously.

Maximum IP Streams

The highest number of IP Streams the system is capable of recording. This is an upper limit on the number of streams that can be handled and may not be reachable based on the total amount of data from connected devices. Secondary streams from the same camera are included in this number. Datasheets for each system may be found on the Product pages of Exacq.com.

Video Throughput

The maximum amount of data that can be recorded while simultaneously performing reads for video search. Testing is performed so that users performing forensic searches should not expect significant delays in retrieving results while being able to record without interruption. Datasheets for each system may be found on the Product pages of Exacq.com.

The Maximum Throughput may be lower than the theoretical maximum disk throughput values reported by other’s systems but allows us to provide the expectation that users may perform functional searches in a reasonable time, whereas citing a higher write throughput to the disk would negatively impact a user performing searches in a real-world use case. Throughput values are also tested to ensure that storage drives, which are 100% full, are capable of removing old video files without negatively affecting the ability to write new files.

Our Configuration Calculator considers both Maximum IP Streams as well as the data throughput when recommending system hardware. Whichever limit is reached first is considered the cutoff before suggesting adding another system to the overall configuration.

While typically used to select an appropriate size and number of servers for new purchase, the Configuration Calculator may be a useful tool for existing systems when trying to determine if additional cameras may be added.

NOTE: X-Series systems manufactured through our partnership with Dell will list an increase in the number of streams over the prior generation Z-Series despite slightly lower disk throughput values. This is due to the higher prioritization the RAID management these systems place on writing data to disk versus read activity.

Network Interface

Tests are performed using default interface settings. With regards to the disk throughput, the network interface is a determining factor, e.g.- a disk that can write 3 Gbps will be limited to only 2.5 Gbps if that is the maximum throughput of the data crossing the network interface to be written to disk.

Active Search

When considering the ability to perform reasonable forensic searches, tests are performed to ensure that 2 hours of video from 4 simultaneous streams are returned within 2 minutes.

Operating System

Exacq systems are available with Windows or Ubuntu Linux operating systems. Each operating system is tested independently due to Linux ext4 file system’s ability to provide higher throughput in many server configurations than the Windows NTFS file system. Ext4 is capable of handling larger ranges of contiguous blocks of data, allowing it to work more efficiently with large files, reducing drive fragmentation, and has shown more efficient journaling and checksum processes.

Display Rate

The local client’s display frame rate represents a client running directly on the chosen system, rather than a networked client workstation, to decompress and display live or recorded video. This is tested using 1080p H.264 video streams with default quality settings. H.264 requires significantly more CPU power to decompress than MJPEG or MPEG; thus, performance is the same or better using MJPEG or MPEG compression. Testing determines the total frames capable of being displayed without any additional applications running.

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Knowledge Support Support Categories Products exacqVision Integrations

Camera Firmware or Functionality Escalations – Support Reference

Can’t Find Camera/Firmware

Please do not direct customers to the ‘Can’t find Camera?’ or ‘Can’t find firmware?’ links on the IP Camera Integrations database page. L3 Support has a weekly meeting with Product Management to drive progress on enhancements, including camera test record updates and camera/firmware testing.

Troubleshooting

  1. Verify network connectivity with the camera.
    1. Can the device be pinged from the NVR?
    2. Can the device be access from the NVR’s web browser?
  2. Verify whether the device is on the tested firmware version.
  3. Verify the use of the correct Device Type.
  4. Check that the exacqVision Server instance is on the latest version.
    1. Repeat Steps 3 & 4 after updating.
  5. If the device is on a newer firmware version than test records indicate, do not assume that this is the cause of the issue.
    1. If the device is capable of firmware downgrades, ask the customer to downgrade to an older version or to the tested version of exacqVision.
  6. If the device has never been tested, does it work with the Onvif Device Type?
    1. If the customer is satisfied with using Onvif, there is no need to escalate.

What issues require escalation?

If customer issues meet one or more of the following requirements, a Support ticket escalation is warranted:

  • An already supported camera model needs newer firmware tested due to issues found.
  • The camera has never been tested and a customer is requesting it to be listed as supported.
  • Incorrect information is found in the test record database or the records requires updating.

Escalation Requirements

  1. Latest version of exacqVision Server.
  2. Device is running the untested firmware version.
  3. If device was previously tested, it must be added with the proper plugin.
  4. If device has not been previously tested, add with Onvif.
  5. Exported Support Diagnostics.
  6. Perform a Wireshark capture and limit to a single device. Use a capture filter to limit the capture to data from the affected device IP and minimize the capture file size. (e.g.- ‘host 192.168.1.9’)
    1. Disable the device
    2. Start the capture
    3. Re-enable the device and wait for connection attempt or issue to reappear
    4. Stop the capture

Related Customer Facing Articles

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ExacqVision Enterprise Windows v24.09.1.0

Q3 2024-10-09 ev-EnterpriseManager-Windows-x64^Version 24.09.1.0^https://cdnpublic.exacq.com/24.09/exacqVisionEnterpriseManager_24.09.1.0_x64.exe^9 October 2024^639MB,

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ExacqVision Enterprise Linux v24.09.1.0

Q3 2024-10-09 ev-EnterpriseManager-Linux-x64^Version 24.09.1.0^https://cdnpublic.exacq.com/24.09/exacqVisionEnterpriseManager_24.09.1.0_x64.deb^9 October 2024^636MB,