Author: Tom Oakes

Categories
Cloudvue Cameras Cloudvue Gateway

Bulk Adding/Removing User Device Access

Description 

Adding or removing a User to/from multiple devices in Cloudvue

Product 

Cloudvue.com

Steps to Add User Access

An Admin on an account who is already added to all devices can add a new user to multiple devices at once by completing the following steps:

New User

  • The Admin must already be a User on each device they wish to add the User to.
  • Open “My Account” on the right navigation bar
  • Choose the “Devices” tab and then the edit pencil of one of the devices you would like to provide access to this new User
  • Now choose the USERS Tab, Add User, and then Add new user
  • Fill out all required fields and set the appropriate User Role
  • Provide access to the appropriate device(s) under ASSIGN DEVICES or choose the SELECT ALL option to provide access to all devices.
    NOTE: the device you chose to edit on the Devices tab will already be selected
  • Next to each device, you can select which device you would like to add the new User Profile to. At the top, there is a SELECT ALL option.
    NOTE: the Admin will only be able to see and provide access to the devices they have access to.
  • Once you have selected which device(s) you want the New User added to, click SAVE at the top of the screen
  • The New User will receive and email verification link
  • Once verified the New User will have access to the selected devices
  • To remove device access; follow the same steps, just uncheck the device you want them removed from

Existing User

If an existing user that already has access to a device on the account

  • The Admin must already be a User on each device they wish to add the User to.
  • Open “My Account” on the right navigation bar
  • Choose the “Devices” tab and then the edit pencil of one of the devices the user already has access to.
  • Choose the USERS Tab, search for the User you would like to edit, and choose the edit pencil
  • Provide access to the appropriate device(s) under ASSIGN DEVICES or choose the SELECT ALL option to provide access to all devices.
  • Next to each device, you can select which device you would like to add the new User Profile to. At the top, there is a SELECT ALL option.
    NOTE: the Admin will only be able to see and provide access to the devices they have access to.
  • Once you have selected which device(s) you want the New User added to, click SAVE at the top of the screen

Expected Results 

User(s) can be added/removed to/from multiple devices at once instead of having to go into each individual device in Manager.

Possible Error

Doing this in bulk with too many devices at once can result in an error. Recommended adding/removing in groups if trying with a large number of cameras/gateways

Categories
Cloudvue Cloudvue Cameras Knowledge Support Support Categories Products

0 KB File When Downloading Archived Video

Description 

Typically end users will access archived video via Cloudvue Web or Cloudvue Mobile. They can search for a specific date/time on a camera and then use Save Clip to export the video in one, five, fifteen or custom increments up to 2 hours. 

In certain cases this can fail and will result in a 0 KB MP4 file. 

Product

  • C2C

Steps to Reproduce 

  • Navigate to the Archive Page
  • Set the Start Point
    • Use the Date/Time fields to set the starting point or
    • Drag the green indicator bar in the timeline
  • Save Clip
    • Choose one of the preset lengths one, five, fifteen or create a custom increment up to 2 hours
    • Click Save

Expected Results 

  • An MP4 file of the video is downloaded

Actual Results

  • An MP4 is downloaded but has no video and the files size is 0 KB

Solution

If the video can be viewed in Cloudvue then it should exist either on the device or in the cloud. To determine the source you will need to open Chrome’s Dev Tool (F12 or Ctrl+Shift+J) and locate the download url being used.

  • Open the Chrome Dev Tools (F12 or Ctrl+Shift+J)
  • Use the Steps to Reproduce above but stop after setting a Start Point
  • In the Dev Tools Window
    • Select the Network Tab
    • Click the clear network log icon
  • In Cloudvue Save the desired Clip
    • Items will begin to appear in the Dev Tools network log
  • Hover over each Network Log entry to reveal the full url
  • You want the one that begins with “https://archive.cloudvue.com/camera”
    • Right click the log entry
    • Expand Copy
    • Choose copy link address
  • Open a new tab in Chrome
    • Paste the copied url into the address bar
    • It will look similar to this
      • https://archive.cloudvue.com/camera/0050f9635b40/streaming?start=1698753630603&stop=1698753660603&location=c2c
      • Note the ending, if it is =c2c then change it to =cloud or vice versa
    • Launch the modified url
    • An mp4 video file should download

URL Explained

https://archive.cloudvue.com/camera/[CAMERAS_MAC]/[ACTION]start=[EPOCH_START_TIME]&stop=[EPOCH_STOP_TIME]&location=[SOURCE]

Where

[CAMERAS_MAC] = Cameras MAC address

[Action] =

  • streaming? = playback/stream the video
  • download? = download the video
[EPOCH_START_TIME] = Epoch start time in milliseconds

[EPOCH_STOP_TIME] =  Epoch stop time milliseconds

[SOURCE] =

  • C2C = Cameras microSD card
  • Cloud = Cloud Storage
Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories Products

HD Live Option Causes 10 Second OSD Delay

Description

When enabled the HD Live option intentionally buffers 10 seconds of video to ensure smooth playback. This is only applicable when viewing large tile or full screen views, small tile preview is not affected.

NOTE: As a result of the buffering, the On-Screen-Display of the date and time (OSD) will lag real time by 10 seconds.

Products

  • C2C
  • C2G

Enabling/Disabling HD Live

  • Login to Cloudvue
  • Navigate to (Cloudvue > Settings > General Settings)
  • Enable/Disable the HD Live Video option by checking/unchecking the box
  • Save the change
Categories
Knowledge Support Cloudvue Cloudvue Cameras Support Categories

GMT +08:00 Perth Time Zone  Off by 3 Hours

Description

C2C cameras using a location that has a time zone set to (GMT +8) Perth are off by +3 Hours.  It has been determined that this is not an issue with Cloudvue software but with the cameras firmware.

Platform

  • C2C

Steps to Reproduce

  • Set a C2C to use a location with a  timezone set to (GMT +8) Perth

Expected Results

  • The camera displays the correct local time.

Actual Results

  • The camera displays the wrong time i.e. local +3

Work Around

Camera Firmware Update

  • An Illustra firmware update is schedule for release in November 2023

Alternate Time Zone

Alternately you can configure a new location for the account setting the time zone to (GMT +8 Singapore)

  • Create New Location
    • In Cloudvue Manager find the Account Page for the affected device
    • Add a new New Location
      • Create a temporary generic location
      • Make sure to  set the Time Zone to (GMT +8 Singapore)
  • Associate C2C to the New location
    • Locate the device in Cloudvue Manager
    • Select Edit Device
    • Choose the New Location in the Location fields dropdown
    • Submit the changes
Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories

Cloudvue Gateway H.264/H.265 Support

Description 

H.265 encoding is supported on certain Illustra cameras which have been added as model specific.  It is configured using Cloudvue (Settings > Device > Edit > Video > Archive Video Codec).

All other cameras, including Illustra cameras added as ONVIF must be configured to use H.264. 

Product 

  • Cloudvue Gateway
Categories
Sales Materials Cloudvue Documentation Data Sheets Categories Products

Cloudvue Cybersecurity Sheet

Cloudvue-Cybersecurity-Sheet.pdf
Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories

Dropping and Creating the smartvuedb Database

Description 

At times it may be necessary to drop (delete) and create the smartvuedb database.  WARNING VIDEO LOSS is expected, and except for rare occasions this should only be performed on newly deployed NVRs.

Product 

Cloudvue Gateway

Prerequisite

  • ssh access to the Cloudvue Gateway
  • see KB #13051 “Cloudvue SSH Tunneling” or KB #13667 “Tunneling to a Cloudvue Gateway From a Local Windows Machine”

Solution

Issue the following commands from terminal

** WARNING ** WILL RESULT IN VIDEO LOSS

<code>sudo service cron stop <br>mysqldump -u root -p smartvuedb camera camera_setting camera_view nvr_setting schedule user user_setting user_Status User_view view > /home/smartvue/smartvuedb_backup.sql <br>sudo mysql smartvuedb -s -e “drop database smartvuedb;”<br>sudo mysql -s -e “create database smartvuedb;”<br>sudo -i <br> bash /opt/smartvue/services/nvr-database-migrate/installer.sh<br>bash /smartvue/updater.sh<br>mysql -u root smartvuedb -p < /smartvue/mysql/multi-tables_smartvuedb_backup_file.sql<br>exit<br>sudo service cron start</code>

Command Explanation

cron stop – Stops scripts from being launched by cron during this process

msyqldump – (Optional) can be used to create a backup of specified tables within the existing smartvuedb database

drop database smartvuedb – Removes the existing smartvuedb database

create database smartvuedb – creates an empty smartvuedb database

sudo -i – switch to root user

installer.sh – runs the installer script which sets permissions for smartvuedb and will return the following lines if successful

++ pwd -P <br>+ SERVICE_DIR=/root <br>SERVICE_DIR=/root <br>SMV_NVR_DB_USER=root <br>/root/node_modules/db-migrate/bin/db-migrate up <br> /opt/smartvue/services/nvr-database-migrate/installer.sh: line 4: /root/node_modules/db-migrate/bin/db-migrate: No such file or directory <br>exit 127

updater.sh – runs the updater script which populates default values in certain tables within smartvuedb database and takes several minutes to complete.

mysql -u root smartvuedb -p – (Optional) can be used to import tables previously backed up with the mysqldump

cron start – Starts cron service

Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories

Remote Port Forwarding using the Reverse Tunneling Script

Description 

At times you may need to remotely access the web interface of either a Cloudvue Gateway or camera.  The following instructions can be used to establish a tunnel, gain ssh access and setup remote port forwarding via the reverse tunnel script.  Once setup you will be able to access the terminal (ssh) or the Web Interface of equipment local to the video device, such as Cloudvue Local or C2C cameras (reverse port forwarding).

Product 

  • C2C
  • Cloudvue Gateway

Solution

From Cloudvue Manager

  • Setup a Tunneling port, see “Cloudvue SSH Tunneling” KB# 13051

From your Tunneling Machine

Terminal Window #1 – Establish a Tunnel

./createTunnel.sh -t PNUM

Note: PNUM is the port number created in Cloudvue Manager

Terminal Window #2 – Establish SSH Connection

./sshTunnel.sh -p PNUM

$ watch -n 30 ls -alh

Note: PNUM is the port number created in Cloudvue Manager and the watch command is used to keep the connection from timing out use Ctrl+c to stop the watch command.

In the event the following warning appears run the full “ssh-keygen” command found in the message to clear the /root/.ssh/known_hosts file, then try establishing the ssh connection again.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

@ WARNING: REMOTE HOST IDENTIFICATION HAS CHANGED! @

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

Terminal Window #3 Establish Port Forwarding via Reverse Tunnel

./reverseTunnel.sh -p 80 -l 80

NOTE: it may be necessary to manually configure the correct tunneling port by changing ./config/tunnelInfo.txt

Categories
Knowledge Support Cloudvue Support Cloudvue Access Control Categories

Changing The Cloudvue Account for a KT-1 Access Controller

Description 

Account changes cannot be made through Cloudvue Manager.  A ticket will need to be raised with engineering so they can  make the necessary changes in the cloud database.

Product 

  • Cloudvue Access
  • KT-1
  • ioSmart Readers

Solution

  • Gather the following information to include on the engineering ticket.
    • Controllers MAC
    • Controllers URL
    • Current Account Name
    • Current Account URL
    • New Account Name
    • New Account URL
  • Create Engineering Request

See AES-497 for an example.

Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories

Troubleshooting 100% Smartvue Partition Disk Space Usage

Description 

The Disk Space Use% for the partition mounted as /smartvue should not reach 100%.  If it does odd behavior too include loss of live or recorded video may occur.  Further troubleshooting should help decide if the issue is related to a failed or failing hard drive or a corrupted database.

Product 

  • Cloudvue Gateway

Steps to Reproduce 

  • Access the Cloudvue Gateway via Cloudvue Manager
  • Expand Disk Space
  • Check the Use% for the partition Mounted on /smartvue

Expected Results 

smartvue Use% should be less than 100%

Actual Results 

smartvue Use% is 100%

Solution

Escalate to L3 for further troubleshooting or to setup a repair RMA. 

Troubleshooting

Attempt to gain SSH access to the NVR either by tunneling or arranging a remote session for local ssh access.  Review the syslogs to see if they give any clues.

Checking  syslog for errors

$ cd /var/log/

$ ls -alh syslog*

-rw-r—– 1 syslog adm 1.5K Aug 1 08:05 syslog

-rw-r—– 1 syslog adm 6.7K Aug 1 06:25 syslog.1

-rw-r—– 1 syslog adm 1004 Jul 31 06:25 syslog.2.gz

-rw-r—– 1 syslog adm 40K Jul 30 06:25 syslog.3.gz

-rw-r—– 1 syslog adm 781 Jul 28 06:25 syslog.4.gz

-rw-r—– 1 syslog adm 610 Jul 27 06:25 syslog.5.gz

-rw-r—– 1 syslog adm 898 Jul 26 06:25 syslog.6.gz

-rw-r—– 1 syslog adm 545 Jul 25 06:25 syslog.7.gz

$ grep -i “error” syslog*

$ zgrep -i “error” syslog*

Checking MySQL error logs

$ cd /var/log/mysql/

$ ls -alh

total 36K

drwxr-s— 2 mysql adm 4.0K Aug 8 06:25 .

drwxrwxr-x 11 root syslog 4.0K Aug 8 06:25 ..

-rw-r—– 1 mysql adm 0 Aug 8 06:25 error.log

-rw-r—– 1 mysql adm 20 Aug 7 06:25 error.log.1.gz

-rw-r—– 1 mysql adm 20 Aug 6 06:25 error.log.2.gz

-rw-r—– 1 mysql adm 676 Aug 6 00:01 error.log.3.gz

-rw-r—– 1 mysql adm 20 Aug 4 06:25 error.log.4.gz

-rw-r—– 1 mysql adm 20 Aug 3 06:25 error.log.5.gz

-rw-r—– 1 mysql adm 20 Aug 2 06:25 error.log.6.gz

-rw-r—– 1 mysql adm 20 Aug 1 06:25 error.log.7.gz

$ cat error.log

Hard Drive Failure

Check the sylog files in /var/log for entries similar to: 

Jul 27 22:40:30 SMV-K2 kernel: [1763274.568932] ata1.00: error: { UNC }

Jul 27 22:40:30 SMV-K2 kernel: [1763274.778400] sd 0:0:0:0: [sda] tag#1 Sense Key : Medium Error [current] [descriptor]

Jul 27 22:40:30 SMV-K2 kernel: [1763274.778403] sd 0:0:0:0: [sda] tag#1 Add. Sense: Unrecovered read error – auto reallocate failed

Jul 27 22:40:30 SMV-K2 kernel: [1763274.778408] blk_update_request: I/O error, dev sda, sector 3625797376

Jul 27 22:40:30 SMV-K2 kernel: [1763274.838298] res 41/40:08:00:47:1d/00:00:d8:00:00/00 Emask 0x409 (media error) <F>

Database Corruption

Look in the syslog files in /var/log for something similar to

Jul 13 07:17:32 SMV-K1 /etc/init.d/mysql[18996]: error: ‘Can’t connect to local MySQL server through socket ‘/var/run/mysqld/mysqld.sock’ (2)’

Also check the /var/log/mysql/error.log for entries simalr to:

230713 13:17:39 [ERROR] mysqld got signal 6 ;

Cloudvue Warranty

Cloudvue Gateway and C2C cameras have a 3-year warranty.  Check the build date in Cloudvue Manager to figure out if a repair RMA is In or Out of Warranty.