Author: Brian Lakin

Categories
Knowledge Support Support exacqVision Server Products

Samsung QNV-C8083R showing a 401 Error and invalid Credentials in Exacq Client

Description 

After reboot of server or restarting the service the camera will exhibit a invalid credential along with a 401 Error.

This was seen on a system that required restarting the system after every Windows Update.

Product 

  • Server 23.06.1.0
  • Windows Server 2016
  • Camera: Samsung QNV-C8083R FW 2.21.10.20230908_R

Steps to Reproduce 

Restart system and the camera would be locked out of the user attempt to log into the camera and would need to power cycle the camera to enable it to connect.
You can confirm this by logging into the cameras gui and finding the following error:

In our client we will show the following logs:

2/25/2024 10:11:25.925 AM (GMT-5:00)    SamsungPI    Error    7.230.122.80 - Initial discovery failed with error 401. The connection will NOT be retried.
2/25/2024 10:11:25.925 AM (GMT-5:00)    SamsungPI    Verbose    7.230.122.80 Network error 401 from request https://7.230.122.80/stw-cgi/system.cgi?msubmenu=deviceinfo&action=view using scheme https.

Expected Results 

We should be able to reconnect to the camera with no log in failures after a system / server restart.

Actual Results 

Camera will fail to connect to Exacq until you power cycle the camera.

Solution

Update the fw to FW version 2.21.10b_20240227-R6 by contacting Samsung to get this fw.
AES- 758 is still being investigated and requested that the IP Camera Integration page Be Updated with new test Records form FirmWare Version 2.21.10b_20240227-R6.

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Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products Uncategorized

Global At Most Rule 30 Days

Description 

There are some reports that after setting up Global At Most Rules the data is not removing older content off the drives. For example if recording has been taking place for a year and Global At Most Rule is set up after a year of recording some of the older content is not being removed from the data drives.

Product 

  • Server 23.09.9.0
  • Linux 18.04

Steps to Reproduce 

Oldest content on the storage drive will show content past the current Global At Most Rule that are configured. This was seen on units that had been recording for a long amount of time. Then at some point a Global At Most Rule was created. After the 30 days the data was not being removed from the system.

Expected Results 

We should purge older data. However if there is a year worth of data we may need to give it a hand to clear out in special cases where customer need to see a certain amount of Oldest content on the Storage page.

Actual Results 

If data is on the unit for 365 days, then it can take time for that data to be purged. It will keep showing Oldest content of 365 days until it successfully purges the data.

Solution

A work around is to delete some of the older content outside their current Global At Most Rule.

1. Stop the server and check the data folders on the drives.

2. NOTE: ALWAYS HOLD SHIFT and then hit the Delete Key. If you do not do this it can fill up the OS drive’s recycling bin.
Remove Years, Months as needed from the data folder.

3. Start the exacqVision Server Service and allow up to 5 minutes for the Sweeper to run. We delay the Sweeper service from starting right away on purpose.

4. Monitor the logs on the server around the 5 minutes, and search for a sweeper event, and then look for a fscleanup event in the logs. If this is seen you can validate on the Storage page if the Oldest Content numbers change within the next several minutes down to the size of the At Most Rule 30 Days.

In the following example we stopped the service and removed data off the drives down to 62 days and 9 hours.
After removing the data we started the service and waited 5 minutes.

After 5 minutes you should see the following in the logs.

PSFPI    Verbose    Sweeper - expiring all files older than Tue Apr 2 10:20:58 2024.


This indicates that the Sweeper is looking at the older content on the drive and preparing it to be removed.

After a few more minutes the oldest content was reduced down to the target Global At Most Rule of 30 days.




Current Ticket opened is AES-847.

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Categories
Knowledge Support Support exacqVision Client

Exempt Files Targeted by Antivirus Scans

*** INTERNAL USE ***

Antivirus Configuration

As with all third-party software not on the Product Integration section, the user assumes the risk of software incompatibility with the exacqVision software suite.

Therefore, if there is an inquiry on what an AV program found and is blocking we should open a ticket with engineering and confirm what the file is, and what it does to help maintain a list of examples that can be excluded.

It is recommended to exempt certain files if they are targeted by scans of the Antivirus program to allow proper functionality of the software.

List of examples for certain scans and why they are important for Exacq Software. The file extension may be ‘.exe’, ‘.ps’ or ‘.ps.1’ for Windows. In Linux it will be ‘.sh’.

  • curl – Utilized to download updates, email and sync with EM.
  • dhcpconfig – Utilized for enabling/configuring the DHCP Server
  • driveprep – For partitioning new data drives.
  • dvdrwtools – For burning of a DVD/CD.
  • dvd+rw-mediainfo – For burning of DVD/CD.
  • evselftest – Utilized to scan disks for errors.
  • failover – Utilized for failover/failback.
  • iscsiprep – For configuring Extended volumes.
  • lshw – Utilized to gather hardware/software information about a system.
  • mediainfo – For burning of DVD/CD
  • mdnsd – For discovery of IP devices, Servers and Clients.
  • mDNSResponder – For discovery of IP devices, Servers and Clients.
  • mkbadst_config – For configuring Extended volumes.
  • mount – For mounting new data drives.
  • netconfig – For configuration of Network Interface parameters.
  • ntpd – For management of Time Servers and synchronization.
  • ntpdate – For management of Time Servers and synchronization.
  • opendhcpd – Utilized for enabling/configuring the DHCP Server
  • opendhcpserver – Utilized for enabling/configuring the DHCP Server
  • parted – For partitioning new data drives.
  • rmfs – For partitioning new data drives.
  • smartctl – Utilized to gather health (S.M.A.R.T.) data from drives.
  • sysinfo – Utilized to gather hardware/software information about a system.
  • teaming – For creating NIC bonds.
  • tzutil – For configuring the Time Zone settings of the OS.
  • update – Utilized to download and install updates as well as failback of recorded data.
  • w32time – – For configuring the Time settings of the OS.
  • wodim – For burning of a DVD/CD.
  • winio – This script is part of sysmgmtpi which monitors the health of the server and drives. The winio64.sys is the driver that allows part of that functionality.

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Related Articles

Using Antivirus Software with exacqVision

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Categories
Plugin Knowledge Support ArecontPI Support exacqVision Server Products Logs

Arecont Camera 12176DN on firmware 65216 is Causing the Video Stream to Timeout

Description 

Arecont Camera 12176DN on fw 65200 is causing the video stream to time out and the stream is reconnecting. CGI access to the camera is fine.

Product 

  • Client Version: “22.03.1.0”
  • Server Version: “23.06.1.0”
  • Arecont Camera 12276DN on fw 65200

Steps to Reproduce 

Connect to the camera and let it record.
The video stream is timing out and the stream is reconnecting. CGI access to the camera is fine.

Expected Results 

Motion / Free run should not attempt to reconnect.

Actual Results 

There are constant gaps in recording when searching.

Solution

Roll back the FW to version 65129 on the camera.

Per Arecont-
According to our internal documentation, the only change from 65192 to 65200 was to properly provide a handshake response for digest authentication.  

AES-662

Waiting on PM to decide how to appropriately resolve this.
According to one customer they rolled back the FW on the camera and all the behavior seen prior resolved.

OPTIONS:

  1. Arecont write fw to support onvif —> impossible, never happen.
  2. Schedule a task to bring native plugin into spec with rest of plugins as a final step for legacy support as they themselves are moving to all onvif.
    Big lift. Proper thing to do.
  3. Try a hack in the plugin to allow increasing the buffer size with an override. –> small lift (< 1 week) with understanding this may unnecessarily increase memory usage on a system with a lot of arecont native. An override to make this a per camera impact.

 4)Give them some gratis licenses –> problematic, no way to specify what licenses are used for and they lose all motion recording functionality.

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products

Windows Server 2022 Showing Only One Network Card

Description 

Some Exacq NVRs built with Microsoft Windows Server 2022 only acknowledge one network interface, rather than two, when being configured out-of-box.

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Product 

Issue has been noted on BBE systems ASRock Industrial IMB-X1313 system boards, listed below.

  • Z-Series systems
  • Some A-Series systems, depending on the system options ordered

NOTE: Windows Server OS is an optional upgrade for many systems, so this will not apply to all systems listed above.

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Steps to Reproduce 

  1. Power on unit<br><br>
  2. Check Windows Device Manager for listed network interfaces<br><br>
  3. Check exacqVision Client Network Settings

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Expected Results 

All network cards are recognized and appear listed.

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Actual Results 

Only one interface is listed.

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Solution

Attempt solution starting with Step 9 first. If this still fails, repeat steps beginning with Step 1, which requires opening the system chassis.

  1. Power the system down gracefully using the shutdown option from the OS.<br><br>
  2. Unplug system and press the power button to drain any residual power off the board.<br><br>
  3. Open the system, locate and remove the CMOS battery from the system board. Wait 5 to 10 minutes before continuing.<br><br>
  4. Replace the CMOS battery.<br><br>
  5. Reconnect power to the system.<br><br>
  6. Power on the system.<br><br>
  7. Enter the system BIOS or Boot Option menu and boot to the UEFI partition.<br><br>
  8. Check for changes in recognition of the additional network interface(s). If no change, continue with next steps.<br><br>
  9. Restart the system and enter BIOS.<br><br>
  10. Open to the Exit menu and select Load Defaults.<br><br>
  11. Reboot and enter BIOS again, select the UEFI partition as the boot option.<br><br>
  12. Check Windows Device Manager and Network Settings to validate that the additional interface(s) are detected.

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AES-842 Has been created to investigate this.

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Additional Steps

Pull the logs from the UEFI

  1. Open CMD.<br><br>
  2. Enter the following:
    mountvol z: /S<br><br>
  3. Type cd z: and press Enter.<br><br>
  4. Type dir and press Enter.<br><br>
  5. Type cd EXACQ and press Enter.<br><br>
  6. Open File Explorer and locate the logs in the Z partition. This is hidden by default. If you make them visible using File Explorer options, be sure to set to hidden again after you are done collecting logs.<br><br>
  7. Collect the txt and xml files from the logs and add them to a newly created ZIP file to copy from the system.<br><br>
  8. When done collecting logs, return to CMD and enter
    mountvol z: /d
    to remove the temporarily mounted volume.

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Categories
Knowledge Support Documentation Support exacqVision Client Categories Products

How to Use Debug View with PS files

Description 

DebugView is a tool that can be used to collect more data from PS files in cases where we are missing data from streams or exhibiting issues with exported files.

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Product 

DebugView can be found at:
https://learn.microsoft.com/en-us/sysinternals/downloads/debugview

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Steps to Use DebugView 

Once you have exported the PS file from a server you can download the DebugView application and open the program.
With Debug View opened, perform the following steps:

  1. Run CMD on a Windows machine using Run as Administrator<br><br>
  2. Change your working directory to the directory where the PS file is located, using the ‘cd’ command.
    Example:
    In this example the file is located on the Desktop
    cd C:\Users\username\Desktop<br><br>
  3. Run the file by entering the file name, and add the ‘-V’ parameter to the end. If located in a different directory, enter the file path.
    Example:
    In this example the file name is ‘3505-001A0280.ps’
    3505-001A0280.ps -V
    or
    C:\Users\username\Desktop\3505-001A0280.ps -V<br><br>
  4. When the Exacq ePlayer opens, press the play button.<br><br>
  5. DebugView will log activity during playback. Save the file as soon as the clip has finished playback to avoid logging your mouse and keyboard activity.

In this Example- We have an issue where the data that was recorded is not viewable when searching, exporting the video.
This tells us that the cameras were getting some of the stream information but not all of the stream information that is vital to play back the video that was recorded.
This might suggest that the camera was in a bad state, low power mode or there was something taking place.

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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

Categories
Knowledge Support Support exacqVision Webservice Products

Thin Client Buffers When Searching at 16x’s and Higher Speeds

Description

When watching search back in the Exacq WebService Thin Client at high speeds for longer duration’s the search will skip to the end of the search results. This results in a black screen after being able to view the searched contents and scrubbing the video at 16x’s speed and higher.

Product

exacqVision Web Service 22.12.2.0 through 23.09.7.0.

Steps to Reproduce

  1. Search a time range of 2 hours using the web client.
  2. Video will play back from the search results.
  3. Scrub the video at 16x speed to 32x speed and the search marker will skip to the end of the search content.

Expected Results

Users should be able to scrub the entirety of the the searched content with no skipping.

Actual Results

The playback scrubber/cursor skips to the end time of the search content, displaying a black box.

Solution

A fix was introduced in branch build exacqVision Web Service 23.09.107.0 (x64).
Please contact technical support for assistance on installing this build.
A Permanent fix will be in our March 2024 Release. Version 24.03.

Categories
exacqVision Webservice Linux Knowledge Support Support exacqVision Mobile exacqVision Webservice Products

Web Service Buffering with Black Screen seen on Exacq Mobile 3 and Browser Mobile Client

Description

Viewing live video will cause a black screen on the Live page with a buffering icon. Live video may also work for a short time then start to buffer. This has been noticed on Ipads and Iphones.

Product

exacqVision Web Service 23.09.6.1 up to 24.03

Steps to Reproduce

  1. Open the Exacq Mobile 3 app or Mobile Client within a web browser to connect to the server.
  2. Pull up a live view of a single camera or 4 cameras.
  3. Live view will sometimes show 3 of the 4, or sometimes when adding a single live view it will show video for a short time.
  4. Look in the web service logs for the following error if this behavior is being seen.
debug	get frame	no video in decompressor	nvrg	236426

Expected Results

Users should be able to view the live video.

Actual Results

After a short amount of time, for example 3 minutes, the live view will show a black screen with buffering overlay. Often pulling in the live stream at first will often cause buffering to populate in the view instead of the live video. Specifically with views made up of more than 4 cameras.
This is caused by streaming transcoded jpeg through the mobile app, and decompression is not always being enabled correctly.

Solution

Update to exacqVision Web Service 24.06.1797300.0_x64.
Please contact technical support for assistance on installing this build.
This will be in our 24.09 Release.

AES-909

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products

Attachment from Email Notifications do not Play Back

Description

Email notifications are sending the video attachment but iPhone devices are not able to play back the .mov attachment from the email.

Product

exacqVision Server 23.09.6.0

Steps to Reproduce

  1. The event is triggered and sent via notifypi.
  2. The email is sent and received with an attachment.
  3. When a user clicks on the attachment it will not play back the .mov file.

Expected Results

Users should be able to play back the native attached file. 

Actual Results

The attachment will open, but only shows an empty out player with a scroll bar.

Solution

The current release of exacqVision Server 23.09.6.0 uses an old custom code module. This module has been replaced with ffmpeg and we plan to package video as .mp4 as an option in the March 2024 release.

Workaround

Use the VLC application on the mobile device.

Once installed:

  1. From the email received on the device, press and hold the attached file in the email to bring up an iPhone menu.
  2. Select SHARE.
  3. A new menu opens.
  4. Select VLC.
  5. The file will play through the VLC application.