Title Cloudvue SRE Escalation Process Description Normally Engineering requests assistance from the SRE team however there are certain instances when L3 can create tickets directly with the SRE team. In general, the SRE Team handles Cloudvue infrastructure issue, outages, portal logins and DB issues. Solution Please reference the confluence document “Support SRE Escalation” for additional… Continue reading Cloudvue SRE Escalation Process
Author: Tom Oakes
Cloudvue RMA Process – North America
Description Cloudvue RMA process North America Solution NOTE: Cloudvue RMAs must be created by L3. Please escalate to L3 for RMA approval and creation.Once the device has been troubleshot and L3 confirms that an RMA to either repair or replace is needed perform the following:
Kantech EntraPass Go Pass no Longer Shows Panel-less ioSmart Bluetooth Card Readers
Description The Kantech EntraPass Go Pass App Version 2.20 has broken the Cloudvue Integration and customers are no longer showing panel-less ioSmart Bluetooth Card Readers resulting in them being unable to unlock doors. Product EntraPass Go Pass App version 2.20Kantech panel-less ioSmart Bluetooth Card Readers Solution Please advise customers they will need to install the… Continue reading Kantech EntraPass Go Pass no Longer Shows Panel-less ioSmart Bluetooth Card Readers
Cloudvue Time Stamps Out of Sync
Description Cloudvue Manager customers have reported that their camera timestamps are out of sync. Product Cloudvue C2CCloudvue Gateway Solution To re-sync the times do the following Access the Video Device from Cloudvue ManagerClick Edit DeviceThe Edit Device Window will appearClick Submit The times should now be in sync Example
Unable to Find MAC Address During Exacq Cloud Drive Archiving Setup
Description After performing all steps found in Knowledge Base Article #7697 up to Step 4 – Add User to NVR (Cloudvue Manager) searching for the MAC address. A search for the devices MAC address in Cloudvue Manager does not return any results. Product exacqVision Server Steps to Reproduce Perform all steps found in Knowledge Base… Continue reading Unable to Find MAC Address During Exacq Cloud Drive Archiving Setup
Cloudvue Manager Falsely Reports the SD Card as not Formatted
Description It has been observed that for certain cameras Cloudvue Manager will falsely report the status of the SD card as “SD card is not formatted correctly. Format it as vfat”. Use the following instructions to resolve. Product c2c-illustra-IFS03xFirmware Versions Illustra.SS004.01.09.02.0005 and Illustra.SS004.01.09.04.0003Cloudvue Software version 22.4.1Build Number 71Build Date 07/26/2022, 8:07pm Steps to Reproduce Access… Continue reading Cloudvue Manager Falsely Reports the SD Card as not Formatted
Cloudvue SSH Tunneling
Description Certain information gathering or troubleshooting tasks such as gathering logs, doing software or firmware updates require remote access to devices. This is where tunneling comes into play and the following instructions explain the process. Products Tunneling Machine Setup To properly setup your tunneling machine the following must be completed once. The basic steps are:… Continue reading Cloudvue SSH Tunneling
‘Recording Not Possible’ Status on ExacqVision Edge Illustra
Description The status of the storage page is showing “Recording Not Possible” on ExacqVision Edge for some Illustra cameras. This is a result of SD encryption mode being enabled on the camera. Products Steps to Reproduce Install the Edge software on the camera, and then try to record video to the SD card. Expected… Continue reading ‘Recording Not Possible’ Status on ExacqVision Edge Illustra
Internal SATA Drives Show up as Removeable Media
Description In some cases Internal SATA devices (HDDs or SSDs) may show as removable media in your task bar. Consequently, the safe removal icon appears for the disk in the system tray (as if it is a common USB flash drive). Products Windows 10Windows 7 Enterprise Expected Results The SSD/SATA Drive shows as a Disk… Continue reading Internal SATA Drives Show up as Removeable Media
Installer Not Signed or The Signature is Corrupt or Invalid
Description If the DigiCert Trusted Root G4 Certificate is missing, exacqVision Software updates downloaded from exacq.com or initiated within exacqVision Client, will report a signature error. Products Steps to Reproduce Expected Results Actual Results Solution