Author: Brian Lakin

Categories
Plugin Knowledge Support Support exacqVision Server Products Logs SamsungPI

Hanwha PNM-C32083RVQ Connection to Server and Motion Stops Working

Description 

Hanwha will not allow motion to work properly with Exacq Server 24.09.4.0 as long as the camera is on fw 23.01.04-20240417-R929 due to a NTP issue found. Another issue reported is the connection status will throw errors to indicate it is not connected properly.

NOTE:
FW 23.01.01 obtained from Hanwha (which will be the official release 23.01.5) will allow Hanwha vision plugin to be used to connect and records on motion if SV/CV is 24.09.04.0 and above.

Product 

  • Hanwha PNM-C32083RVQ fw 23.01.04-20240417-R929
  • exacqVision Server 24.09.4.0

Steps to Reproduce 

Update server to 24.06.2.0.
Connection to camera will display an error and not connect properly.
Motion will stop working.

Expected Results 

Camera should connect and Motion should work.

Actual Results 

Camera will show a connection status error and Motion does not work.

Solution

Exacq has provided a resolution with a work around but updating Server to 24.09.4.0 or higher will need to be performed. Additionally you will need to apply the NTP workaround seen below until Hanwha updates the firmware.

Hanwha has a new issue with setting the NTP server on some newer firmwares that crashes the server and displays a Bad Gateway 502 error in exacq. We make that call on Add or Enable.

Workaround:

If before adding the camera, we go into the date/time page in the camera Web Page and put the IP address of the Exacq Server in the first NTP server blank. Then the plugin determines it is already set and continues on to next cgi and connects video. This is resolved in Server 24.09.4.0.

FW 23.01.5 Will be release by Hanhwa that will house the NTP fix. Until that time of release please use the proper work around or contact Hanwha for appropriate FW.

<br>

Categories
Knowledge Support Support exacqVision Server Products

Auto Export fails to Close File

Description 

We have seen reports of the Auto export not finializing. ExacqServer Versions 20.12, 22.12 and 23.06 are all working as expected.

Updating to ExacqServer 23.09 it fails to close the file… resulting in a partial file that core.exe is still holding onto and there is no video in the player when attempting to playback the file.

Below are some photos of the errors seen during the auto export process that would appear.

The write progress will seem like its done with the progress bar but nothing seems to be compiled properly.

Failure of playback errors seen below:

Product 

Define which product(s) this article applies to bulleted list recommend if more than one.

  • Exacq Server Windows and Linux
  • exacqVision Server 23.09 and 24.03 and above.

Steps to Reproduce 

If server is updated to 23.09 and 24.03 official release and start the auto export the process will not complete properly.

Expected Results 

Auto Export should function as it was on Server Versions 20.12,22.12, and 23.06 official releases.

Actual Results 

Auto export fails to close the file resulting in a partial file that core.exe is still holding onto and no video in the player when attempting to playback.

Solution

Roll back to 23.06 will allow the auto export to function properly.
AES-902 ticket is finalized and will in official release of 24.12 in December of 2024.

<br>

Categories
Knowledge Support Support exacqVision Client exacqVision Server

Allibi Camera ALI-PZ40-UZAI PTZ is disabled by default on 23.06-24.03

Description 

Cameras are not able to switch to Serial IP under Mechanical tab.
Looking at the Onvif plugin the PTZ for the camera was set to “0”
We could not enable it in the client. When attempting to set the serial to IP in the mechanical PTZ tab, it would flip back to the Serial Port to OFF.

The camera icon in the camera list would also show up as a bullet icon at first.
After editing the onvif xml the icon would switch over to a PTZ icon and the Serial option for IP would save properly and allow PTZ to function.


Product 

  • Microsoft Windows Server 2019 Standard 64-bit 10.0.17763
  • TESTED ExacqServer Version: 23.03, 23.09, 24.03, possible 24.06 and 24.09 official releases.
    Camera Firmware FW CIPC-B2501.1.77.C007180.NB.230628

Steps to Reproduce 

Add camera to Server
Navigate to camera settings page and click on the Mechanical PTZ tab.
Change Serial from off to IP.
The setting will revert back to OFF.

Expected Results 

PTZ should be available to these cameras.

Actual Results 

You can not configure them with out the workaround below.

Solution

The only way to get PTZ to work after updating to 24.03 was to edit the onvif xml

After the update to 24.03 Server the default setting in the ONVIF xml was set to
<PTZ Supported=”2″ Enabled=”0″>
To fix please do the following.

  1. Stop exacqServer service and edit the Onvif.xml.
    Make sure to open Notepad++ or Notepad as a ADMIN first and then navigate to the following location:
    C:\Program Files\exacqVision\Server
    Select the File onvifnvcpi.xml
    By holding Control button and hitting the F key, you can search for the IP address of the camera in question.

    Look for the following in the XML for each camera on the system:

    <PTZ Supported=”2″ Enabled=”0″>

    CHANGE IT TO:

    <PTZ Supported=”2″ Enabled=”1″>
    SAVE THE FILE in your TEXT EDITOR
    Start the ExacqServer service.
    PTZ option should now be set to IP for the Mechanical PTZ option in the camera setting page. It might be needed to select IP in the drop down menu again, but from testing we did that was not the case.

    NOTE: This might be affected still on version 24.06 and 24.09 official releases as well.
    AES-922
    This is still being investigated by engineering. but is a work around to allow the PTZ to function as it should.

<br>

Categories
Knowledge Support Support exacqVision Server Products

Pelco SMLE1-15V5-3h Motion Events are not Received by Exacq

Description 

The Pelco SMLE1-15V5-3h does will not record or see last motion events in exacq client/ server.
Both Firmware’s were tested and work with the override.
4.80.0.24(F722c136)
and
fw 4.86.0.20(7a7d6563)

Product 

ExacqVision Server 24.03.7.0 – 24.09.4.0

Steps to Reproduce 

Set up motion in the cameras gui for each head in the camera to enable motion events.

Expected Results 

Exacq should receive Motion Status events and record.

Actual Results 

Motion Events are not seen by exacq while camera is sending motion events, and Exacq does not record. Continuous Recording Does work.

Solution

Update the Server to Build 24.09.175706.0 x64.
In IP Cameras add the override of
#Config=dynamic
AES-1069
This will be addressed in a future official release to remove the need for the overrides when adding these cameras.
Until them please update to server and use the overrides as needed.
T2 support will need to be involved in transferring the build version exacqVisionServer_24.09.175706.0_x64 to the customer system and to install.

<br>

Categories
Knowledge Support Support exacqVision Server Products

PSMOVE For Windows

Description 

The purpose of this KB is to help run PS MOVE and where to place the files on a system.

Product 

PSMOVE.exe
Exacq Server 23.03 and above.

File Location: 

Windows:
Place psmove.exe in the Server folder.
Open powershell or command promt as ADMIN.
cd C:\Program Files\exacqVision\Server and place the psmove.exe into the server folder.

Linux: ETA not available yet.

NOTE: When Running on Windows AND Linux PSMOVE must be in the sever folder because it depends on the libraries installed with server.

Running PSmove on Windows: 

Once the psmove.exe is in the Server location seen above, you can run the following command to execute it.

In command prompt or powershell type the following
cd C:\Program Files\exacqVision\Server

Then type:
psmove -r-


Additional Information and KB’s for reference

  1. It defaults to report-only mode. psmove -r- will move files.
  2. It will open a ps file and get the first frame timestamp and determine the correct hour directory for the file, based on the CURRENT timezone. If the file is not in the correct hour directory, it will rename it to put it in the correct directory.
  3. Collision avoidance: If there is already a file in the destination directory of the same name, it will decrement the timestamp by one second, generate the new name and try again. Only the file name is changed, not the file content.
  4. The reporting is still pretty slim. report-only mode when specifying a “path” doesn’t currently count what “would” be moved correctly. When moving, it will count the hours and files that were moved.
  5. The default mode is to check all volumes. It will locate all of the media in the y/m/d/h directories. report-only mode will count correctly.
  6. It does not delete empty files. With newer versions of ev there shouldn’t be any. It will report empty files. An empty file cannot be checked for the correct directory. It’s empty and, therefore; doesn’t have a first frame timestamp.
    So, on a server that recorded in one timezone and then changes timezones, PSmove will get the files in the correct hour directories. All of the content should then be searchable.
  7. We’ve reduced the dependencies to the minimum, there are still dependencies. PSmove will only work with the server for that version and later after the compiler upgrade.

KB’s
https://support.exacq.com/#/knowledge-base/article/12416

PSMOVE.exe file:
https://support.exacq.com/#/file-manager/file/32753166-bddf-41d1-9fbd-a8ae6a9e10b4/psmove-exe

We will continue to update this KB as the Linux version gets finalized.

<br>

Categories
Knowledge Support Support exacqVision Server Products

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.

Categories
Plugin Knowledge Support Support exacqVision Server Products SamsungPI

Samsung PNM-C34404RQPZ Connection Issues

Description 

There have been several reports of connection issues with the Samsung PNM-C34404RQPZ. Reports of the units rebooting upon connecting it to the client and which plugin to utilize.


Product 

Exacq Server 24.03.7.0
Camera Info: Samsung PNM-C34404RQPZ
FW used: 23.01.04_20240417_R650

https://www.exacq.com/integration/ipcams/#getCameraRecord=901b747e-fcbf-5464-7543-5aeb7ae3afe8~nstep_id=step-3

Steps to Reproduce 

In the Client go to Add IP Cameras under the configuration. Add the first set of fixed camera’s as you would normally do for any camera.
Add the PTZ camera using the method seen below with the override.

Expected Results 

Camera should connect and work as designed.

Actual Results 

Some reports experience the camera rebooting during connection due to the none use of the power supply that is shipped with the unit. The Power supply must be used.

When connecting the camera as Hanwha or Samsung Plugin on older FW 23.01.03_20240119_R528 will connect but it was reported that motion was not working.

Solution

Update Exacq Server to 24.03.7.0 or above.
Use FirmWare 23.01.04_20240417_R650.
Add PTZ sensor manually using ipaddress#bank=2
Add the camera as Hanwha or Samsung device type.
Make sure the power adapter is of correct specification for proper functioning of the camera. Refer to the camera data sheet.


NOTE:
We have noticed Hanwha has started changing the gov size down to the framerate when users lower the framerate, but not the other way around.

If a user attempts to change a setting while the HTTPS connection is still being attempted, the camera has trouble sending data.

To check this, Log Into the camera web page and verify the GOV size is set to frame rate or higher. Out of the box they are set to 2x framerate. For example- 30fps 60GOV.

AES-878

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products PanasonicPI

H265 Motion Detection Fails on Panasonic WV-S8531N

Description 

The Panasonic WV-S8531N fails to detect motion when using H265 option.

Product 

ExacqVision Server

  • Server 22.09

Steps to Reproduce 

  • Connect the Camera to Server 22.09 using camera FW 1.03 and set the schedule to record motion.
  • Set Camera to Motion recording schedule and use H265 Format.

Expected Results 

Motion is detected and video records.

Actual Results 

Motion is not detected and video is not recorded.

Solution

Updating firmware to S8531_202ES allowed the camera use Motion with H265 format on Server 22.09.

AES-146

<br>

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Client exacqVision Server Products

Video Loss on Live View TDVR Capture Card

Description 

Reports of 23.09.9.0 Server would cause the Capture Card to show video loss on live page. This was not affecting video recording as live and recorded video were searchable.

Product 

  • Server 20.09.9.0

Steps to Reproduce 

Update server from server version prior to 23.09.9.0

Expected Results 

Should not show video loss.

Actual Results 

Live view would show video loss.

Solution

Update to Server Version 24.03.7.0

<br>

Categories
Knowledge Support Support exacqVision Server Products

“Needs Prep” Seen On Hardware or Volume tabs

Description 

A few Customers have seen Needs Prep in the Exacq Client on the Storage Page under Volume and Hardware. The Drive Tab drives will all show healthy. The only issue seen is a false negative indicating that the Unit 1 c0/v0 shows “Needs Prep”, seen below. None of the drives listed under Unit 1 will indicate any issue and show up as healthy.

The Volume tab on the Storage page will also show that the volume “Needs Prep” and is only cosmetic.

Product 

exacqVision Server versions 23.09.9.0 and 24.03

Steps to Reproduce 

Update exacqVision Server to versions 23.09.9.0 or 24.03. The Hardware tab and Volume tab will show the Status “Needs Prep”.

Expected Results 

Drive Status is “Healthy”.
“Needs Prep” should not be shown unless the drive needs to be prepped or formatted for newly added drives.

Actual Results 

Needs Prep is displayed on Volume tab and the Unit under the Hardware tab.

Solution

If a this issue is seen, update exacqVision Server to version 24.03.7.0.

AES-849

<br>