Author: Bill Stovall

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Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Cloudvue Master Camera Password

Cloudvue Master Camera Password

Description 

Entering a password in the Master Camera Password field sets the camera password for future and currently connected cameras.

Product

  • Cloudvue Gateway

Solution

  • Adding a new camera
    • If you have a Master Camera Password set and add a new camera, it will auto change the camera password to the password set in the Master Camera Password field.
  • Cameras already added via the default camera password, or a password set via the camera interface if changed from the default
    • If you add a Master Camera Password or change the Master Camera Password after cameras are already connected, it will change all currently connected cameras password to what ever is submitted in the Master Camera Password field.
  • If you are logging directly into the Gateway via the local IP address
    • You can change the password on cameras individually
      • This would override the Master Camera Password for that single device
    • If someone changes the Master Camera Password, that would override the individual password set above

NOTE: The Master Password Field does not show dots or any indication that a Master Camera Password has been set. To remove a Master Camera Password, support must ssh to the DB to remove it. If you want to change it, just type in a new password which will change the password on all connected cameras.

Categories
Knowledge Support Cloudvue Support Products

Supported Web Browser For Cloudvue

Google Chrome is the recommended browser for Cloudvue and Cloudvue Manager. Other browsers may cause issues or limit some features within the program.
If you are having issues with other browsers, you should see if the issue persist when using Chrome.

If you are having issues with Google Chrome, you should run the Cloudvue program using Chrome’s incognito mode to rule out installed extensions or cache related issues.

If a cache related issues, you should clear your “Cookies and site data”.

Categories
Knowledge Support Support exacqVision Client exacqVision Server Categories Products

Downgrading Exacq software or camera firmware must be escalated

Downgrading Exacq software or camera firmware must be escalated

Exacq Software Version

If for any reason a customer must downgrade an exacq software version to resolve an issue, you must gather all applicable data (Support diagnostics, Wireshark capture) and escalate to L3 even if the issue has been resolved by downgrading. Downgrading the s/w version is just a workaround and must be escalated. 
NOTE: exacqVision software is forward compatible. It is the expectation that camera f/w versions tested with older version of exacq software should still work with newer versions of exacq software.

Camera Firmware

If a customer is running a version of camera firmware that has not been tested by exacq and you believe is causing their reported issue

  • If you are able to downgrade the f/w and resolve their problem, please do but you must escalate to L3. 
    • Reminder: Illustra cameras and some other manufacturers cannot downgrade firmware as an option
    • Please gather support diagnostics and camera logs before escalating
    • Please obtain a Wireshark capture before escalating
  • If you cannot downgrade their f/w version to a tested version, please escalate to L3
  • If no issue but customer is asking for the f/w version to be tested, please escalate so an enhancement ticket can be created

Expectations on non-tested f/w (enhancements)

  • If the f/w version has not been tested, it is technically not supported
  • Please set expectations with the customer on enhancements
    • Enhancements are prioritized by Product Management and weighed against all Enhancements submitted
    • As soon as PM makes a decision, L3 Support will notify the customer and close the ticket
  • If not a JCI product, we will still escalate to exacq Engineering
    • Ask the customer to also create a ticket with the product manufacturer to handle from both ends
      • This will speed up the process and insure all teams are communicating
  • As a workaround only
    • If the camera is not working at all, you can suggest using onvif or the RTSP plugin
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Knowledge Support

JIRA Enhancement Ticket Creation

JIRA Enhancement Ticket Creation


New Ticket

  • Set issue type to Enhancement when creating an AES Ticket
  • The “component” chosen should auto assign to the proper PM or a designated POC
  • Provide all pertinent details
    • SF Case number if any
    • Customer account/contact info
    • Details about the enhancement request
    • Impact on current / future Sales
      • Talk to Sales if needed
  • Set Priority level

If existing Support ticket 

  • Convert to Enhancement using the “…”, Move , and setting the new Issue Type to Enhancement 
  • Follow the “New Ticket” information guidelines from above

Enhancement ticket follow up

  • A JIRA Dashboard was created using a filter to identify enhancement tickets and shared with PM
  • All tickets are reviewed bi-weekly by a group with reps from support, product management and Engineering
  • The tickets are discussed and a decision is made to approve or deny
    • If approved then an AESW ticket is created by PM and goes to their backlog and the AES enhancement ticket is closed
    • If denied, PM should provide in the AES ticket a statement on the decision to deny.
    • Support notifies the customer and the AES ticket is closed
    • We would defer to PM if there is push back from customer, Sales, or anyone about the denial decision
Categories
Knowledge Support Support exacqVision Server Products

RtspserverPI may fail to re-stream JPEG video

Issue

When re-streamed to third-party RTSP client applications, JPEG video may fail to be decoded, due to our incorrect JPEG header processing.

Version affected

19.12

Workaround

Re-stream as any other codec.

Fixed Version

20.12 or later

Categories
Knowledge Support Support exacqVision Server Products

Certain Illustra models may cause recording to stop

Description

Certain models of Illustra cameras, on connection, may cause server to stop streaming from all other Illustra cameras.

Steps to reproduce

  • Add a ISL02P6OCWTT, firmware 0.0.0.15 (Local for Local camera that doesn’t comply with NDAA)

Expected result

  • all supported illustra3 cameras continue to record

Actual result

  • all illustra3 cameras stop recording (plugin’s read thread exit)

Work Around

  • upgrade the camera to firmware version 0.0.0.20
Categories
Knowledge Support Support exacqVision Server Products

RtspServerPI may not be installed on Linux

Description

RTSP server is no longer seen in the tree under Add IP camera after upgrade to 20.12. If the server version is rolled back to 20.09 it can be seen again. This does not seem to affect windows installs​

Tested Version

20.12.x

Platform

Linux

Steps to reproduce

  • install/update server

Expected result

  • rtspserverpi is installed (in the plugins folder)

Actual result

  • rtspserverpi is not installed (is in plugin-store folder)
  • attempting to install through dpkg-reconfigure results in move error output

Work Around

  • manually install the plugin:
    sudo mv /usr/local/exacq/server/plugin-store/RtspServerPI.so /usr/local/exacq/server/plugins/rtspserverpi.so
  • restart the server
Categories
Knowledge Support Support exacqVision Webservice Categories Products

Unable to login through web service as restricted user

Issue

This only applies to Start licensed systems.
If a restricted user attempts to login to a server through the web service (thin client or Exacq Mobile 3), a login error may be received even when valid credentials are provided. In this case, the exacqVision server does not have any logs indicating failed login attempts.
When a user installs the exacqVision software on a fresh machine and creates a new user and makes them a part of the “Restricted” user group they can only log in to the NVR and not the EV Web Thin Client or Exacq Mobile 3 app. It does not matter whether they apply or don’t apply a START license to the NVR.
If they change the user to Admin, Power User or User Admin it works as expected.

Tested Version

  • exacqVision Web Service 20.09.1

Steps to reproduce

  • Install exacqVision Client, Server and Web Service on to a fresh box
  • Log on to the box as the admin
  • Create a new user
  • Make the new user part of the “restricted” user group
  • Log in to the exacqVision Client with the new user (Works)
  • Log in to the exacqVision Thin Client or Exacq Mobile 3 app with the new user (Doesn’t Work)
  • Change new user from “restricted” user group to any of the other listed (Works)

Expected result

  • Works no matter what user group the user belongs to

Actual result

  • Unable to login to the Web Thin Client and Exacq Mobile 3 app with a user that is in the “restricted” group

Work Around

  • Change user from “restricted” user group to one of the others
Categories
Knowledge Support Support exacqVision Server Products

Illustra Thermal camera setup

Temperature Scale:
Exacq defaults to Fahrenheit. Go into the Client Settings page and check the box for displaying the temps in Celsius

Client Temperature Display:

  • Client / Server 21.06 or later is needed
  • In live mode right-click on the thermal camera and select ‘View Analytics’
  • The temperature will only be displayed when someone is above the high temperature threshold. It doesn’t work quite like the camera’s web GUI where it displays temps of everyone all the time. When a high temp is detected, the camera API then sends the face coordinates to Exacq allowing it to draw the bounding box, along with the temperature. It won’t display a “good” temp.
  • Enhancement planned in future:
    In the coming firmware update the API will add a low temp threshold for VMS to see, plus change some streaming temperatures so that the client should be able to display temps more closely to what’s seen in the camera web GUI.
Categories
Knowledge Support Support exacqVision Server Products

Illustra cameras are rejecting analytic overlay OSD configuration

Description:
User cannot change OSD colors for rules defined in Analytics tab in Camera configuration

Tested Version:
20.09.08

Fixed:
21.03.107.0