Author: Rachel McClure

Categories
exacqVision Integrations Other Knowledge Support Support Categories exacqVision Integrations

Illustra Flex4 Indoor PTZ with bubble

Description 

Illustra Flex4 Indoor PTZ with bubble showing distorated images on zoom.

Product 

Illustra Flex 4 PTZ all firmware

Steps to Reproduce 

Turn off the Tilt Limit in the camera PTZ settings

Expected Results 

Camera zoom shows in focus and sharp

Actual Results 

Camera zoom is slightly disorted and out of focus

Solution

This is working as designed.

The camera datasheet indicate the tilt range is -15 to -90.

When you disable the tilt limit and move above -15 degree, you will see image distortion at zoon due to the camera looking through the ‘transition region’ of the bubble.

Categories
Cloudvue Cloudvue Gateway Products

Unable to log into Cloudvue

Description 

Unable to log into Cloudvue shows as password is incorrect when it is not.

Product 

Cloudvue

Solution

Please open the broswer as In Private or Incognito Mode

Categories
Knowledge Support Support Products exacqVision Integrations

Illustra Flex 4 Firmware for Tyco/Magos Radar Integration

The following firmware should be used when integrating the Illustra Flex 4 with Tyco/Magos Radar:

https://support.exacq.com/#/file-manager/file/e2bf4e2c-d977-41a3-8555-10a00f9b2bc8/illustra-ss018-05-09-01-0033-tar-gz

Categories
exacqVision Integrations Other Knowledge Support Documentation Support Categories Products exacqVision Integrations

Exacq I/O USB module Output Mapping in Exacq

Description

This document will outline the mapping of the USB I/O module for the output alams in exacq

Product

Exacq Server

Exacq Integrations

Output 1 – Relay ( 1 on image )
Output 2 – Output 1 ( 2 on image )
Output 3 – Output 2 ( 3 on image )
Output 4 – Output 3 ( 4 on image )
Output 5 – Output 4 ( 5 on image )

Solution

Categories
Cloudvue Knowledge Support Cloudvue Access Control Support Products

Cloudvue Access – Allowing Bluetooth permissions

Description

When using Cloudvue Access to allow opening of doors in near by the application needs to have permission to use bluetooth

Product

Cloudvue Access

Steps to Reproduce

  • Open Cloudvue Access
  • Login
  • Select near by tab

Expected Results

You see all doors near by

Actual Results

No doors are seen in near by but location tab shows all doors

Solution

You need to make sure the application has permission to the devices bluetooth via the settings.

Samsung

  • Select settings on your device.
  • Select apps.
  • Select Cloudvue Access.
  • Select Near By devices.
  • Ensure this is set to Allow.

iOS

  • Select Settings on you device.
  • Scroll down to Cloudvue Access and select it.
  • Ensure Bluetooth is on.
Categories
Knowledge Support Support Categories Products exacqVision Integrations

Changing Kantech Smart Service name breaks Integration

Description 

Entrapass integration does not connect to exacqVision.

Product 

  • exacqVision Server, all versions
  • Kantech / Entrapass integration

Expected Results 

Integration adds successfully and shows connected.

Actual Results 

Integration shows not connected could not connect contact integration.

Solution

Ensure the Kantech/Entrapass smart service is named ‘SmartService’ in the Entrapass software

Categories
Cloudvue Knowledge Support Cloudvue Access Control Support Categories Products

Incorrect Data Centre Registering KT-1 to Cloudvue

Description 

When converting a KT-1 to Cloudvue mode sometimes the datacenter does not save to the correct location.

Product 

  • Cloudvue Manager
  • KT-1

Steps to Reproduce 

  1. Setup a KT-1
  2. Convert this to Cloudvue mode and select the data centre

Expected Results 

Data centre is saved as EMEA or AU

Actual Results 

Data centre still says North America and it is not on any data centre

Solution

Ensure the KT-1 is on FW version 3.09

Ensure you can access the Cloudvue and there are no network ports blocked

<br>

Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Adding a multi channel camera to a Cloudvue Gateway

Description 

This document will outline how to add a camera that has multiple channels but 1 IP address

Product 

Cloudvue Gateway

Steps to Reproduce 

  • Select the gateway in Cloudvue
  • Select “Settings” icon
  • Select “Devices”
  • Then Click “add device by IP address”
  • Select the manufracture
  • Select the model make sure its channel 1 for that type
  • Repeat for channel 2,3&4

Notes

If a master password is set this will be change the password when the first channel is added so the master password will need to be used for channels 2,3 & 4

Illustra Flex multi sensor camera should use the ONVIF model type.

Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

How to edit a user in Cloudvue Manager

Description 

This document will cover how to access a user, edit and reset a password. If a user cannot login or need a password reset

Product 

Cloudvue Manager (CVM)

Steps to Reproduce 

To edit a user please follow these steps

  • Login to CVM
  • Select search and “Search Users”
  • Type in the name you are looking for and click on this name.
  • Click on edit user
  • On this screen you can change what is required
  • Please note the email address is case sensitive for login
  • If you need to reset the password check the checkbox for “Reset Password and accept EULA/TOS”
Categories
Knowledge Support Support Categories exacqVision Webservice Products

Alarm Output Soft triggers on Thin Client triggering on and off automatically

Description

When a Alarm Output Soft Trigger is enabled in the thin client it triggers on and off every 10 seconds automatically.

Product 

Exacq Thin Client

Exacq Web Service

Steps to Reproduce 

  • Setup an alarm output to a soft trigger on exacq
  • Access this soft trigger on the thin client
  • Enable the soft trigger

Expected Results 

Alarm stays on until it is turned off

Actual Results 

The alarm flicks to off every 10 seconds

Solution

This issue is resolved in exacq web service 23.03