Author: Mena Awed

Categories
Knowledge Support Support exacqVision Client exacqVision Server Categories

Exacq archived clips on Cloud Drive are searchable via exacqVision Client software only

If you have exacqVision Server archiving your data on Cloud Drive, then the only way to search your data supported by Exacq is through ExacqVison Client.

The client Software has to be connected to the server at least once to save the cloud drive information and allow you to communicate with the cloud drive. And search for archived videos.

Categories
Uncategorized

EM failover is not moving the security integration list to the spare server.

Description 

When the protected server goes down, and the EM server moves the configs to the Spare server, it will not move the Security integration list to the Spare server.

Product 

ExacqVision Server 32bit

Steps to Reproduce 

Installing ExacqVision 32bit version and trying to failover to it

Solution

Installing ExacqVision server 64bit version

Categories
Uncategorized

Exacq Server is not booting after the windows update reboot.

Description

-When updating Windows 10 and rebooting the Exacq unit, it will not come back to boot up again and has to power off manually and power on the unit again on Motherboard “ASRock H110E1” with Firmware version 1.50

Solution

The Motherboard BIOS Firmware needs to be updated to version 1.60A

The instructions to update the Firmware will be found on KB 12490

Categories
Knowledge Support Support Categories Products exacqVision Integrations

Holis camera is not recording motion

Description 

Holis cameras are not recording on Motion when connected to exacqVision server version 22.09 and earlier.

Solution

Update the exacqVision Server to version 22.12.0 or higher to fix the motion issue.

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Categories
Knowledge Support Support exacqVision Server Categories Products

Axis cameras are freezing and choppy on exacqVision server 22.06 and 22.03

Description 

The Axis cameras are choppy and freezing on the exacqVision Client Live view page and when checking the logs showing. 

AxisPI Warning 10.100.1.35 EdgeStor - error 56 attempting to get<br>the list of disks. This command will be retried in 30 seconds..
AxisPI Verbose 10.100.1.35 Network error 56 from request<br>axis-cgi/disks/list.cgi?diskid=all using scheme https.

Product 

exacqVision Server 22.03 to 22.06

Steps to Reproduce 

Install exacqVision Server version 22.03 or 22.06 and connect to Axis cameras

Solution

Updating the ExacqVision server to version 22.09.5.0

Windows 64bit, here

Windows 32bit, here

Ubuntu Linux 64bit, here

Ubuntu Linux 32bit, here

Categories
Knowledge Support Support exacqVision Client exacqVision Server Categories

How to search the archived data on Cloud Drive V1.0

How to search the old archived data on Cloud Drive V1.0 while you are using Cloud Drive V2.0 on ExacqVision Server

  1. Disconnect the Client from the server. (This machine+client will ONLY be used for searching 1.0 moving forward)
  2. On another client/machine, delete the Archiving -> Cloud Drive (Legacy) target.
  3. Create and configure the new Archiving target pointing to Cloud Drive 2.0.
  • All clients, except the one from “Step 1” can search Cloud Drive 2.0.
  • DO NOT reconnect that client to the server. You will lose the ability to search for 1.0 videos.
  • Don’t delete the server from the systems page or you will lose the saved configs.
  • The Client can be closed, it just cannot reconnect to the server.
Categories
exacqVision Enterprise

The failover is not working on the EM, and the protected server is stuck on Failed over however, the spare server is still on standby mode.

Issue

The failover is not working on the EM, and the protected server is stuck on Failed over however, the spare server is still on standby mode.

When checking the EM logs, it shows. 

[23/Aug/2022 15:23:17] INFO<br>[FailoverProcess:11068,MainThread:14776,transitions.py:326]<br>Config contents not found for server id 2

Solution

This issue has been fixed on Exacq EM version 22.09.2.0 or newer.

Categories
exacqVision Hardware

A-Series Desktop unit with Motherboard H110E1 is rebooting and stuck on the BIOS password page

Issue:-

A-series Desktop unit is rebooting and stuck on the BIOS password page,

And when checking in the BIOS, the system drive will be missing and needs to reboot to boot up to windows.

Resolution:-

There is an issue confirmed by the manufacturer that the new sound card that has been added to the A-Series Desktop units in Feb 2022 would make an issue with the current BIOS version P1.50E and needs to be updated to BIOS firmware version P1.60A

  • you will need first to download the new FW version from this link
    Here then copy it to the root folder on a USB Key formatted with Fat32
  • Enter BIOS by pressing Del at startup and entering admin256 password.
  • Press the right arrow once, over to the Advanced tab.
  • All the way down in the list is the Instant Flash option, press enter.
  • It will detect the file on the USB key. Press enter to select and start flash.
  • Don’t remove the USB key or power off the system until the flash is complete.
  • Once complete, remove the USB Key and press Enter then, the system will restart twice and boot as normal.
  • you can confirm that the Motherboard bios have been updated by going to the client software and then the Configure System page and looking for system information
Categories
Knowledge Support Support Illustra exacqVision Server Categories exacqVision Integrations

Illustra Cameras Show Video Loss after Server Reboot or exacqVision Server Service Restart

Description

Intermittently, Illustra cameras will show as “VIDEO LOSS” in the video panes after restarting the ExacqVision server service or rebooting the Exacq unit.  To restore normal operation, these Illustra cameras must have their “Enable” select box unchecked and then checked again in the “Add IP Cameras” configuration page.

Products

  • ExacqVision Server
  • Illustra cameras

Steps to Reproduce

The failure mode was intermittent and may require multiple restarts of the ExacqVision Server or just the Exacq server service in order to manifest on server software versions between (but not including) 21.12 and 22.09.

Expected Results

The expectation is that the Illustra camera video streams would be available for display on the ExacqVision clients.

 Actual Results

Occasionally, the Illustra camera video streams display as “VIDEO LOSS” panes on the ExacqVision clients.

 Solution

Downgrade to exacqVision Server version 21.12 or once available upgrade to exacqVision Server version 22.09 or higher.

Categories
exacqVision Enterprise Products

Exacq Enterprise manager services on windows are not starting

Issue

If Exacq Enterprise Manager services on Windows are not starting and giving this message

Usually, it’s going to be a user privileges issue, and the user that is used for running the service is not able to start it

Solution

Sometimes in the domain environment, the service users will be restricted and will not have the permission to run the services and will need to change the login user to an admin user from the login tab for each service in order to make it works

This solution should work also for

ExacqVision Server

ExacqVision Webservice