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Cloudvue Knowledge Support Cloudvue Gateway Support Categories Products

Cloudvue Gateway – Registration Wizard Fails to Complete

Description

We are seeing a rise in cases where Cloudvue Gateways will not progress past the Registration Wizard. Everything goes normally until time to submit the registration. At this point nothing appears to be happening when clicking submit and users are unable to finalize the registration process.

Product

• Cloudvue Gateway

Steps to Reproduce

• Follow the instructions found in KB #16967 “Cloudvue Gateway Registration Wizard”

• Click Submit to submit the registration.

Expected Results

• Registration Wizard completes and Cloudvue Local page is displayed.

Actual Results

• Registration does not complete and will not progress past this point.

Solution

• It is recommended that these cases be escalated to L3.

• The workaround requires tunneling to the NVR and recreating the local Cloudvue database. KB#17178 “Dropping and Creating the smartvuedb Database”

• A ticket has been raised with Engineering AES-553, currently we are tracking Salesforce Cases to better understand the issue

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Cloudvue Cloudvue Cameras Knowledge Support Support Categories Products

Cloudvue C2C – Video File Naming Format

Description 

The C2C Gateway video file storage structure to the local SD card is as follows:

Product 

  • C2C

Solution

/media/sd1/videos/YYYY-MM-DD/EPOCHTIME.mkv

YYYY (Year such as 2023)

MM (Month such as 01 for January)

DD (Date such as 30 for the 30th)

Each directory  (YYYY-MM-DD) contains video files recorded that day, each video file uses the naming naming convention: EPOCHTIME.mkv.

Example

/media/sd1/videos/2023-04-03/1680580755.mkv

A check of the epoch time 1680580755 shows the local recording time was Monday, April 3, 2023 11:59:15 PM.

Use a converter like https://www.epochconverter.com/ to convert the epoch time to show the human readable GMT and local time.

1680580755
GMT: Tuesday, April 4, 2023 3:59:15 AM
Your time zone: Monday, April 3, 2023 11:59:15 PMGMT-04:00DST

NOTE: The MKV files are encrypted and cannot simply be copied and played back.

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Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Cloudvue Gateway Registration Wizard

Description 

New Cloudvue Gateways will automatically launch the Registration Wizard when accessed via Cloudvue Local.  This article has a description of the registration process using the web browser of a locally connected computer along with screenshots of each step.

Product 

  • Cloudvue Gateway

Basic Steps

  • Using a computer connected to the same network as the Cloudvue Gateway enter the IP address of the Gateway in the URL bar of your web browser.
    • Note: Google Chrome is the recommended browser.  Other browsers may limit features within the program.
    • The Gateway Registration Wizard will automatically display if a user does not already exist in the local Cloudvue database.
  • Confirm your language and country settings.
    • English and United States are the defaults.
    • Use the drop-down menu to change the settings.
  • Read and accept the End User License Agreement
  • Read and accept the Privacy Policy
  • Enter the Cloudvue Partner Code/ID
  • Confirm the Partner Code/ID
    • Click Assign if the Partner Code/ID is correct.
    • Click Cancel to make corrections.
  • Assign a Server Name
  • Enter user information and configure a password for the Primary/Administrative User
    • NOTE: You can change the administrator later if needed
  • Submit the registration.
  • The Cloudvue Local interface is now available.
  • Add cameras and configure.

Cloudvue Gateway Registration Wizard Screenshots

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Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Gateway Tools Designed for Cloudvue Only

Description 

Gateway Tools are designed to work with Cloudvue only and will display a “Device Offline” error if launched from Cloudvue Local.

Product 

  • Cloudvue
  • Cloudvue Local

Steps to Reproduce 

  • Access an NVR via Cloudvue Local
  • Navigate to Settings > Settings Tab > Gateway Tools
  • Click either Sync Gateway or Reboot Gateway

Expected Results 

Popup Message “Device Offline” “Reconnect Device to Continue”

Solution

This is by design, use Cloudvue (www.cloudvue.com) to launch Gateway Tools

STWELVE-10439

Categories
Knowledge Support Cloudvue Cloudvue Cameras Support Categories Products

Adding an Authorized Public SSH Key to a C2C

Description 

SSH access to Cloudvue C2C devices  depends  on  RSA public/private key pairs.  Public keys for L3 Cloudvue support were added into the Cloudvue production software with the release of 22.9.0 in January of 2023.   The following instructions can be used to temporarily add a public ssh key to a C2C device.  SSH public keys added in this fashion will not survive a normal Cloudvue software update.

Product 

  • Cloudvue C2C

Solution

Prerequisites

  • If one does not already exist you will need to generate an ssh key pair, see Knowledge Base Article #13051 “Cloudvue SSH Tunneling” for details
  • A copy of your public key, the contents of (~/.ssh/id_rsa.pub)

Find a Buddy

You will need to get the assistance of someone who already has ssh access to the camera to SSH into the camera and make the necessary changes

Extract Cloudvue Software

Run the following command on the C2C to extract the contents of the Cloudvue software tarball into a temporary folder for editing:

mkdir -p /tmp/tBall && tar -xf smartvue.tar.gz -C /tmp/tBall

Add Public Key

Edit the authorized_keys file and add the new public key using vi

NOTE: vi is the only text editor available

vi /tmp/tBall/home/smartvue/.ssh/authorized_keys
  • Each authorized users will be listed along with their public ssh-rsa key (see example)
  • Insert your information at the bottom of this file beginning with a comment “#” and your name then followed by a line with your public key
  • How you paste will depend  on the program you are using to SSH. In PuTTY it’s just right clicking on the window, in other terminals you may need to right-click and then choose paste in the menu that pops up.
  • vi commands
    • G – Uppercase letter “G” goes to the bottom of the file
    • o – lowercase letter “o” inserts a line below the current line and goes into editing mode
    • ⏎ – Enter key creates a new line below the current one (just putting this here to be thorough)
    • ␛ – Escape key exits “insert mode” in vi
    • :wq⏎ – colon opens up a prompt to type a command, the w  stands for “write” and will save the changes, the q stands for “quit” and will exit vi, Enter key runs the command
    • q!⏎ – If you ever need to quit without saving, leave out the w and add an ! after the q (that tells it to force quit ignoring any changes), Enter key runs the command

Recreate Tarball

Use the following command to recreate the cloudvue software tarball and cleanup temporary files

cd /tmp/tBall && tar -czf ~/smartvue.tar.gz * && cd ~ && rm -rf /tmp/tBall

Install the Cloudvue Software

This will apply the new changes.  A reboot is not necessary since we aren’t modifying any running services

tar -xf ~/smartvue.tar.gz -C /
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Knowledge Support Cloudvue Cloudvue Gateway Support Categories

Moving Files From Cloudvue Gateway to Windows

Description 

At times it may be necessary to move or copy files from a Cloudvue Gateway to a local machine. WinSCP Portable establishes an SSH  connection between a machine running Windows and a Gateway.  It offers a convenient side by side file explorer view of the local and Gateway directories and files making it simple to drag and drop files from the Gateway to the local machine.

Product 

  • Cloudvue Gateway

Solution

WinSCP Portable

Cloudvue Manager

  • Access the Cloudvue Gateway device page
  • Make note of the SSH password and the Network IP Address

Connecting to a Cloudvue Gateway

  • Launch WinSCP Portable
  • A New Session Login window will appear
  • Enter the appropriate settings
    • File Protocol: SCP
    • Host name: Host name or IP address of the Cloudvue Gateway
    • Port number: 7627
    • User name: smartvue
    • Password: [SSH password]
  • Click Login
  • NOTE: A window like the following will appear on the initial connection
  • Select Yes
  • Once connected you will have a side-by-side file explorer view of your host machine and the Gateway
  • Drag and drop to move files between the machines
Categories
Cloudvue Cloudvue Cameras Knowledge Support Cloudvue Gateway Support Categories

Cloudvue – Recording Schedule Types

Description 

The following describes the currently available recording schedule types

Product 

  • C2C
  • Cloudvue Gateway

Solution

Schedule Types

Motion

  • Video recording is based on motion detection and is recorded both locally on the SD (C2C camera) or HDD (Gateway) and simultaneously in the cloud

Record

  • Video recording is constant based on the schedule and is recorded both locally on the SD (C2C camera) or HDD (Gateway) and simultaneously in the cloud

Local Record, Cloud Motion

  • Record all the time locally on SD (C2C camera) or HDD (Gateway), Motion detection is recorded on the cloud

Local Record, Cloud People Detection

  • Record all the time locally on SD  (C2C camera) or HDD (Gateway), People detection is recorded on the cloud

Local Record, Cloud Vehicle Detection

  • Record all the time locally on SD (C2C camera) or HDD (Gateway), Vehicle detection is recorded on the cloud

NOTE: All cloud recording requires a subscription

Categories
Cloudvue Knowledge Support Cloudvue Access Control Support Categories

No Remaining Seats for Doors Error

Description 

The “No remaining seats for doors” error will occur when attempting to assign door access to a user on a door that does not have a subscription.

Product 

  • Cloudvue
  • Cloudvue Access

Steps to Reproduce 

  • From Cloudvue
  • Navigate to Account > Credentials > Add Credential
  • Fill in the appropriate fields under the Credential tab
  • Select the Options tab
  • In the Access section
    • click Assign Custom
    • select the dropdown list for the appropriate door
    • set to Always Valid
    • click the + “plus” icon to assign to the user
  • Select Save

Expected Results 

The user saves without error

Actual Results 

The user fails to save and the error “Error occurred in saving credential.” is displayed. Selecting “Show more” displays “No remaining sets for doors”

Solution

Increase the number of AMS Controller Managed Access subscriptions (TCSACONDOORM – Controller Managed Access Per Door)

Cloudvue

Cloudvue Manager

Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Cloudvue Gateway Video Tearing

Description 

The Force TCP option forces the video stream to be sent using TCP/IP.  This is recommended when live video is either displaying artifacts, video tearing, is heavily pixelated or a blue or green screen is being displayed.

Product 

  • Cloudvue Gateway

Solution

  • Login to Cloudvue
  • Select Live
  • Views > Video Devices > YOUR Cloudvue Gateway
  • Click the pencil Icon to edit the camera settings
  • Click the Video tab
  • Click Force TCP to enable
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Sales Materials Cloudvue Data Sheets Categories Products

Cloudvue VMS Data Sheet

Cloud-Managed Video, Access and Intelligence

Cloudvue-VMS-Data-Sheet_v2306.pdf