Warning: Level 2 Document – Please do not distribute. Overview: Beginning with EM 25H1, several system-level environment variables are supported to assist with optimizing Enterprise Manager performance in enterprise-scale deployments. These variables primarily impact database threading behavior, server importer concurrency, and ingestion pacing. Configuration changes require an Enterprise Manager service restart or full system… Continue reading Enterprise Manager (EM) Optimization via Environment Variables (25H1 and Later)
Category: Support
NTP Drift and Timeline Mismatch Troubleshooting (exacqVision Server Cameras)
Introduction Accurate time is critical for search, playback, exports, and multi-camera correlation. This article explains how to troubleshoot NTP drift and timeline mismatch in exacqVision by validating server time, time zone/DST, and camera time sources. Problem Users report that video time overlays do not match real time, searches return clips offset by minutes/seconds, or multi-camera… Continue reading NTP Drift and Timeline Mismatch Troubleshooting (exacqVision Server Cameras)
Exacq Remote Connection Failure Due to Incorrect Default Gateway Configuration
Description Intermittent failure of Exacq system to connect to the Exacq Cloud “Switchboard” service (switchboard-prod.exacqiq.com). Logs show repeated connection failures to IP 20.7.223.48:443 with “No route to host” and DNS resolution issues. Issue was traced to incorrect NIC default gateway configuration on the Exacq server, preventing proper outbound routing despite apparent internet connectivity. Product Steps to Reproduce Expected Results Actual Results Solution
How to Enable Serial PTZ and Alarm Inputs on Hanwha SPE‑1630 Encoder
Description When using a Hanwha SPE‑1630 encoder, serial PTZ control requires the ONVIF plugin to expose the serial PTZ dropdown in the PTZ tab. However, switching to the ONVIF plugin can cause alarm input issues where input alarms do not trigger. This occurs because the Hanwha encoder is configured to use the Hanwha API by… Continue reading How to Enable Serial PTZ and Alarm Inputs on Hanwha SPE‑1630 Encoder
Enable Linux File/Folder Auditing for exacqVision Recordings and Logs (Auditd)
Introduction This article explains how to enable Linux auditing so you can see who created, modified, or deleted files inside exacqVision storage locations (recorded footage folders) and the exacqVision log directory on Linux. The recommended method uses the Linux Audit Framework (auditd), which records file activity at the system-call level. Problem Recorded video or log… Continue reading Enable Linux File/Folder Auditing for exacqVision Recordings and Logs (Auditd)
Understanding Age-Based Retention vs Space-Based Retention in exacqVision
Introduction ExacqVision can delete recorded video based on either (1) a target retention age (days) or (2) available disk space. Understanding which mechanism that is active helps distinguish normal overwrite behavior from suspicious or unexpected deletions. Problem Administrators notice recorded video disappearing sooner than expected and need to know whether this is expected (retention/overwrite) or… Continue reading Understanding Age-Based Retention vs Space-Based Retention in exacqVision
Best Practices Before Applying macOS Updates and Updating the exacqVision Client
Introduction macOS updates (security updates, point releases, and major upgrades) and exacqVision Client updates can change device permissions, network behaviour, and required system components. Use this checklist before updating macOS or the exacqVision Client on Mac to reduce downtime and avoid common login, video display, or connectivity issues. Problem Users update macOS or the exacqVision… Continue reading Best Practices Before Applying macOS Updates and Updating the exacqVision Client
Best Practices Before Applying Ubuntu (Linux) OS Updates on exacqVision Servers
Introduction Ubuntu OS updates (security, package, and kernel updates) can restart services or require a system reboot, which temporarily interrupts exacqVision recording. This article provides a concise checklist to follow before applying any Ubuntu updates on an exacqVision server to reduce risk and ensure recording resumes correctly. Problem Customers routinely apply Ubuntu updates using standard… Continue reading Best Practices Before Applying Ubuntu (Linux) OS Updates on exacqVision Servers
SelfTest Report ALL- Ignored unsupported
DESCRIPTION: Self Test Reports the following error in the logs every minute. 1/11/2025 12:00:54.222 AM (GMT-6:00) SysMgmtPI Warning SELFTEST: REPORT ALL – ignored, unsupported [0:4, 0:5, 0:6, 0:7, 0:8, 0:9, /dev/nvme0, 0:10, 0:11]. Exacq Version: Exacq Server 25.1.2- 25.1.10.0Linux Ubuntu 22.04.4 LTS Understanding “evselftest” Messages on A‑Series Systems Overview Some A‑Series systems may display recurring… Continue reading SelfTest Report ALL- Ignored unsupported
Turing Camera Motion Detection Delayed
Description: Motion detection events exhibited a consistent delay of approximately 3–5 seconds. When motion occurred, the system did not immediately display the expected blue motion border; instead, the visual indicator appeared several seconds after the event had already begun. Likewise, once motion ceased, the blue border remained active for an additional 3–5 seconds before clearing.… Continue reading Turing Camera Motion Detection Delayed