Author: Mena Awed

Categories
exacqVision Client Linux exacqVision Client Windows msi exacqVision Client Windows x64 exacqVision Client MacOS Software Categories exacqVision Client Windows Software Categories exacqVision Client Windows msi x64 exacqVision Server Windows exacqVision Client MacOS arm64 exacqVision Server Linux exacqVision Server Windows x64 exacqVision Server Linux x64 exacqVision Client Linux x64 Knowledge Support Support exacqVision Client exacqVision Server Categories Products

Performance issue when analytics enabled on Exacq

Description 

issues with analytics enabled where-as the server will eventually become unresponsive and reboot after a short time.

Product

ExacqVision Server versions 23.09 & 24.03 & 24.06

Steps to Reproduce 

1) install 23.09.9.0 exacqvision server software
2) connect illustra Pro4 20mp IPS20-M12-OIA4 using firmware SS017.06.05.00.008
3) Verify analytics are enabled on the cameras – analyticmetadata, objectdetection, motiondetection
4) verify maximum days to keep events is configured for 30 days
5) verify maximum days to keep bounding box metadata is configured for 1 day
6) Allow the system to run over a period of time and observe D

Expected Results 

ExacqVision server and software should continue to run normally as expected.

Actual Results 

ExacqVision server and software will continue to consume resources until the system needs to reboot, while displaying acquiring video status on camera live panels and filling up OS drive with eventpi.db file.

Solution

Update ExacqVision server and Client to 24.09

Categories
exacqVision Server Linux x64 Software Categories Knowledge Support Support Categories Products

De-elevation not working on Ubuntu 20.04 and higher

Product 

exacqVision Server

Steps to reproduce

Use the following command per the hardening guide

sudo dpkg-reconfigure –p low edvrserver

Expected Results 

De-elevating the exacqVision Server

Actual Results 

Getting the following error

Solution

The fix for this issue will be back patched to 24.03.X

We strongly recommend checking our Exacq server release notes to be aware of when the fix is available

https://cdnpublic.exacq.com/evserverRelNotes.txt

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Categories Products

Kantech – Entrapass ver 8.70 & 8.62 stops showing the outputs and inputs in exacqVision

Description

When connecting exacqVision Server to Entrapass versions 8.62 & 8.70 or updating Entrapass to these versions, it will stop showing the inputs in exacqVision.

Product

exacqVision Server any version with Kantech Entrapass ver 8.62 & ver 8.70.

Steps to Reproduce

  1. Connect the exacqVision server to Kantech version 8.70 or 8.62.

Expected Results

All Kantech inputs are displayed.

Actual Results

  • Kantech inputs do not appear
  • Connections drop leading to loss of inputs within exacqVision.

Solution

The Kantech team has provided a solution with the following steps.

  1. Stop Smartlink
  2. As a precaution, make a backup copy of the following directory:
    C:\Program Files (x86)\Kantech\Smartlink_CE
  3. Copy the following 2 executables to C:\Program Files (x86)\Kantech\Smartlink_CE\Bin

    EpCeSmartLink.exe
    EpCeSmartlinkService.exe

  4. Start Smartlink
Categories
exacqVision Server Windows exacqVision Server Linux exacqVision Server Windows x64 exacqVision Server Linux x64 Knowledge Support Support exacqVision Server

Analytics Email attachment is causing a High CPU utilization

Description

When setting Event Linking for analytics to attach a video to the email notification, it would cause a high CPU utilization

Product

exacqVision Server 23.09.6.1

Steps to Reproduce

  1. Create event linking for analytics to trigger and send an email notification and set the profile to attach a video.

Expected Results

Send emails with attachments without any issues.

Actual Results

Not sending all the emails and causing a high CPU utilization and may crash the Exacq Server or reboot the unit.

Solution

This issue has been addressed and will be fixed in exacqVision Server version 24.03.

Categories
exacqVision Enterprise Windows exacqVision Enterprise Other Knowledge Support exacqVision Enterprise Support Categories Products

Can’t reinstall the EM server

When uninstalling Exacq EM server version 23.06 or above and reinstalling it again on the Windows unit, It will not complete the installation and ask to close the open session even if no sessions are open.

Root cause

The root cause of this issue is The Microsoft Open Database Connectivity (ODBC) that was not removed when uninstalling the EM server software

Solution

Uninstall the ODBC, reboot the Windows machine, and install the EM server again.

Categories
Knowledge Support Support Illustra Categories Products exacqVision Integrations

Clean Uninstall Illustra Body Worn Camera and Mobile Video Manager

Clean Uninstall Illustra Body Worn Camera and Mobile Video Manager

Introduction

This knowledge base article summarises how to cleanly remove the Illustra Body Worn Camera (BWC), JCI Dock Controller and the Illustra Mobile Video Manager software. 

Uninstall Body Worn Camera and JCI Dock Controller

  1. Uninstall JCI Dock controller software:
    Control Panel > Programs and Features > JCI Dock Controller > Uninstall
  2. Delete directory for JCI Dock Controller software:
    C:\windows\System32\config\systemprofile\AppData\Local\JCI Dock Controller
  3. Uninstall Body Worn Camera software:
    Control Panel > Programs and Features> Body Worn Camera > Uninstall
  4. Delete directory for BWC software:

C:\ProgramData\BWC

Uninstall Illustra Mobile Video Manager

  1. Uninstall the Illustra Mobile Video Manager application in Windows:
    Control Panel > Programs and Features> Illustra Mobile Video Manager > Uninstall
  2. Delete the Illustra Mobile Video Manager directory:
    C:\Program Files (x86)\Illustra Mobile Video Manager
  3. Delete the Registry key directory located at this path: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Illustra Mobile Video Manager

Tips

  1. The BWC setup.exe (Kiosk/JCI Dock Controller) must be installed prior to the Illustra Mobile Video Manager:

2. Usernames for the associated applications are noted below:
BWC Kiosk = “admin”
JCI Dock controller = “admin”
Illustra Mobile Video Manager = “Administrator”

Categories
Knowledge Support Support Illustra Categories

Illustra Body Worn Camera Installer – Dock Controller Section Fails.

Illustra Body Worn Camera Installer – Dock Controller Section Fails.

Introduction

This knowledge-based article provides a solution for a failure of the dock controller section of the Illustra Body Worn camera installation. 

This is due to an out-of-date cert on the MSI installer. The official release is due on the Illustra website in line with the exacq 23.03 release.

Solution

  1. Clean Uninstall Illustra Body Worn Camera and Mobile Video Manager using the following KB
    KB17494

2. Please provide the following installer to the customer which has an updated MSI for the dock controller.  

https://support.exacq.com/#/file-manager/6a69593a-fd48-43b4-950c-ed988ad2a815/kb17478

Categories
Knowledge Support Support exacqVision Client exacqVision Server Categories

Can’t Set an Email Profile When Kantech Software is Connected to The Exacq Server

Description

When having Kantech Board connected to the Exacq Server, Client Software keeps refreshing the configs and that prevents the Exacq client from creating an Email notifications profile.

affected version is 23.03 or lower

Solution

Updating ExacqVision Server and Client to version 24.03 or above.

Updating the Kantech Entrapass to version 8.80 or above.

Categories
exacqVision Client exacqVision Server

LDAP connection requirements

Description:-

In order to succeed in the remote client authentication via LDAP, We will need to make sure that we have the following three points.

  • ExacqVision Server uses an enterprise license and is connected to an AD/LDAP server.
  • ExacqVison Client is able to reach the Exacq Server via port 22609, and the LDAP via port 636 if LDAP with SSL or 389 if LDAP without SSL.
  • Active Directory server can reach the Exacq Server and Exacq Client workstation.

The way Kerberos tickets work is that we need all three points able to see and connect to each other, so we need to check these requirements before establishing the Exacq client connection to the Exacq server via the SSO method.

Categories
exacqVision Server Windows exacqVision Server Windows x64 exacqVision Server 23.03 exacqVision Server 22.12 exacqVision Server 22.09 exacqVision Server 22.06 exacqVision Server 22.03

Email notification attachment is not working with H.265 format

Description:-

When cameras set to work on H.265 format, Email notification attachment will not work with Exacq server version 23.09 and older.

Workaround:-

Switch the cameras to work on H.264 format

Resolution:-

This feature is not supported yet on Exacq Software and will be added on ExacqVision Server version 23.12 and newer.