Category: Knowledge Support

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Plugin Knowledge Support Support exacqVision Server Products Logs SamsungPI

Hanwha PNM-C32083RVQ Connection to Server and Motion Stops Working

Description 

Hanwha will not allow motion to work properly with Exacq Server 24.09.4.0 as long as the camera is on fw 23.01.04-20240417-R929 due to a NTP issue found. Another issue reported is the connection status will throw errors to indicate it is not connected properly.

NOTE:
FW 23.01.01 obtained from Hanwha (which will be the official release 23.01.5) will allow Hanwha vision plugin to be used to connect and records on motion if SV/CV is 24.09.04.0 and above.

Product 

  • Hanwha PNM-C32083RVQ fw 23.01.04-20240417-R929
  • exacqVision Server 24.09.4.0

Steps to Reproduce 

Update server to 24.06.2.0.
Connection to camera will display an error and not connect properly.
Motion will stop working.

Expected Results 

Camera should connect and Motion should work.

Actual Results 

Camera will show a connection status error and Motion does not work.

Solution

Exacq has provided a resolution with a work around but updating Server to 24.09.4.0 or higher will need to be performed. Additionally you will need to apply the NTP workaround seen below until Hanwha updates the firmware.

Hanwha has a new issue with setting the NTP server on some newer firmwares that crashes the server and displays a Bad Gateway 502 error in exacq. We make that call on Add or Enable.

Workaround:

If before adding the camera, we go into the date/time page in the camera Web Page and put the IP address of the Exacq Server in the first NTP server blank. Then the plugin determines it is already set and continues on to next cgi and connects video. This is resolved in Server 24.09.4.0.

FW 23.01.5 Will be release by Hanhwa that will house the NTP fix. Until that time of release please use the proper work around or contact Hanwha for appropriate FW.

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Categories
Knowledge Support Support exacqVision Server Products

Auto Export fails to Close File

Description 

We have seen reports of the Auto export not finializing. ExacqServer Versions 20.12, 22.12 and 23.06 are all working as expected.

Updating to ExacqServer 23.09 it fails to close the file… resulting in a partial file that core.exe is still holding onto and there is no video in the player when attempting to playback the file.

Below are some photos of the errors seen during the auto export process that would appear.

The write progress will seem like its done with the progress bar but nothing seems to be compiled properly.

Failure of playback errors seen below:

Product 

Define which product(s) this article applies to bulleted list recommend if more than one.

  • Exacq Server Windows and Linux
  • exacqVision Server 23.09 and 24.03 and above.

Steps to Reproduce 

If server is updated to 23.09 and 24.03 official release and start the auto export the process will not complete properly.

Expected Results 

Auto Export should function as it was on Server Versions 20.12,22.12, and 23.06 official releases.

Actual Results 

Auto export fails to close the file resulting in a partial file that core.exe is still holding onto and no video in the player when attempting to playback.

Solution

Roll back to 23.06 will allow the auto export to function properly.
AES-902 ticket is finalized and will in official release of 24.12 in December of 2024.

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Categories
exacqVision Client Linux x64 exacqVision Client Windows Knowledge Support Support exacqVision Client

Remote Connections node not visible in ExacqVision Client

Some ExacqVision Client users report being unable to see the “Remote Connections” tab in some Environments.

NOTE: This is typically an Operating System or Domain permissions issue.

Products 

  • ExacqVision Server Version 24.09.4.0 and up.
  • ExacqVision Client Version 24.09.3.0 and up.

Steps to Reproduce 

In a restricted environment, or with a restricted user, launch the ExacqVision Client from the Desktop Icon, or folder.

Expected Results 

When signed in as an administrator to the ExacqVision Client software, the “Remote Connections” tab is visible in the navigation tree.

Actual Results 

The “Remote Connections” node does not populate in the navigation tree as expected, even when signed into the ExacqVision Client as an administrator.

Solution

Windows:
Right-Click the icon and select the option to “Run as Administrator” or, if the option exists, “Run as Elevated”.

Linux:
Invoke the ExacqVision client with sudo commands or as the root user.

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Categories
Knowledge Support Support exacqVision Client exacqVision Server

Allibi Camera ALI-PZ40-UZAI PTZ is disabled by default on 23.06-24.03

Description 

Cameras are not able to switch to Serial IP under Mechanical tab.
Looking at the Onvif plugin the PTZ for the camera was set to “0”
We could not enable it in the client. When attempting to set the serial to IP in the mechanical PTZ tab, it would flip back to the Serial Port to OFF.

The camera icon in the camera list would also show up as a bullet icon at first.
After editing the onvif xml the icon would switch over to a PTZ icon and the Serial option for IP would save properly and allow PTZ to function.


Product 

  • Microsoft Windows Server 2019 Standard 64-bit 10.0.17763
  • TESTED ExacqServer Version: 23.03, 23.09, 24.03, possible 24.06 and 24.09 official releases.
    Camera Firmware FW CIPC-B2501.1.77.C007180.NB.230628

Steps to Reproduce 

Add camera to Server
Navigate to camera settings page and click on the Mechanical PTZ tab.
Change Serial from off to IP.
The setting will revert back to OFF.

Expected Results 

PTZ should be available to these cameras.

Actual Results 

You can not configure them with out the workaround below.

Solution

The only way to get PTZ to work after updating to 24.03 was to edit the onvif xml

After the update to 24.03 Server the default setting in the ONVIF xml was set to
<PTZ Supported=”2″ Enabled=”0″>
To fix please do the following.

  1. Stop exacqServer service and edit the Onvif.xml.
    Make sure to open Notepad++ or Notepad as a ADMIN first and then navigate to the following location:
    C:\Program Files\exacqVision\Server
    Select the File onvifnvcpi.xml
    By holding Control button and hitting the F key, you can search for the IP address of the camera in question.

    Look for the following in the XML for each camera on the system:

    <PTZ Supported=”2″ Enabled=”0″>

    CHANGE IT TO:

    <PTZ Supported=”2″ Enabled=”1″>
    SAVE THE FILE in your TEXT EDITOR
    Start the ExacqServer service.
    PTZ option should now be set to IP for the Mechanical PTZ option in the camera setting page. It might be needed to select IP in the drop down menu again, but from testing we did that was not the case.

    NOTE: This might be affected still on version 24.06 and 24.09 official releases as well.
    AES-922
    This is still being investigated by engineering. but is a work around to allow the PTZ to function as it should.

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Categories
Knowledge Support Support exacqVision Server Products

Pelco SMLE1-15V5-3h Motion Events are not Received by Exacq

Description 

The Pelco SMLE1-15V5-3h does will not record or see last motion events in exacq client/ server.
Both Firmware’s were tested and work with the override.
4.80.0.24(F722c136)
and
fw 4.86.0.20(7a7d6563)

Product 

ExacqVision Server 24.03.7.0 – 24.09.4.0

Steps to Reproduce 

Set up motion in the cameras gui for each head in the camera to enable motion events.

Expected Results 

Exacq should receive Motion Status events and record.

Actual Results 

Motion Events are not seen by exacq while camera is sending motion events, and Exacq does not record. Continuous Recording Does work.

Solution

Update the Server to Build 24.09.175706.0 x64.
In IP Cameras add the override of
#Config=dynamic
AES-1069
This will be addressed in a future official release to remove the need for the overrides when adding these cameras.
Until them please update to server and use the overrides as needed.
T2 support will need to be involved in transferring the build version exacqVisionServer_24.09.175706.0_x64 to the customer system and to install.

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Categories
Knowledge Support Support exacqVision Server Categories

Remote Connectivity Fails to Connect to Switchboard

Description

When enabling Remote Connectivity for an exacqVision Server on the Remote Connections page within the Client, the Connectivity Status column displays an error.

Issue

Examine the message displayed in the Connectivity Status column on the Remote Connections page or the exacqVision System Logs.

Disabled: SBS: listener stopped 1-CANCELLED

May be caused by missing frpc service.

  1. Check the exacqVision Server directory for frpc.exe
  2. If frpc.exe is missing it may have been removed by antivirus software.
  3. If frpc is present, it may also be blocked from an antivirus software application.
  4. Create an antivirus exception for frpc.exe within the directory and reinstall the exacqVision Server application over the top of the existing install.
  5. Confirm frpc.exe is not removed and is running.
  6. Disable and re-enable Remote Connectivity for the system.

NOTE: Make sure to add the file location to the exceptions:
file: C:\Program Files\exacqVision\Server\frpc.exe

Check the Client to make sure FRPC shows up properly in the plugin section.

If FRPC does not show up in the server folder- restart the exacq Server Service.

Check the install path as well to make sure that FRPC is in the server folder.

If FRPC does not show up in the server folder- reinstall the software.







Disabled: SBS: listener stopped 13-Received RST_STREAM with error code 2

Likely caused by a networking issue.

connect failed 14-Received http2 header with status: 502

connect failed 14-Received http2 header with status: 503

502/503 are HTTP response codes indicating a switchboard error.

A command for windows can be ran to see if the server can reach the switchboard properly. Some Firewalls might not be able to reach the switchboard properly and would need the inbound and outbound rules set up properly to reach this url.

We have seen a few cases receiving this error prior to resolving the switch routing.
connect failed 14-Received http2 header with status: 502

Run Powershell as ADMIN and run the following command.
tnc -p 443 switchboard-prod.exacqiq.com

In most cases we have found that restarting the services and disabling and re-enabling the servers affected in the Remote Connectivity section of the client will allow them to connect properly seen below.


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Categories
Knowledge Support Support Categories Products exacqVision Hardware

Adjustments for Loud Fan Complaints

Description

Some users with newer exacqVision server hardware have complained of their systems having louder than expected system fans.

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Product

  • A-Series 2A
  • A-Series 2A Hybrid
  • A-Series FA
  • A-Series FAR
  • Q-Series Desktop
  • Q-Series Desktop Hybrid

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Steps to Reproduce

No specific steps are needed to reproduce since this was a factory setting.

  1. Enter BIOS by rebooting the system and pressing F2 prior to booting. The default BIOS password is ‘admin256’.
  2. Use the arrow keys to navigate to the ‘H/W Monitor‘ screen. The default settings are displayed below.

A-Series 2A & Q-Series Models

A-Series FA & FAR Models

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Solution

  1. If you have not already done so, enter BIOS by rebooting the system and pressing F2 prior to booting. The default BIOS password is ‘admin256’.
  2. Use the arrow keys to navigate to the ‘H/W Monitor‘ screen.
  3. Use the arrow keys to highlight each of the fan settings according to your server model, pressing Enter to change them, to match those illustrated below.
  4. When settings changes have been completed, use the keyboard arrows to navigate to the Exit screen, then select ‘Save Changes and Exit‘ to reboot the system with these changes in effect.

A-Series 2A & Q-Series Models

A-Series FA & FAR Models

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Categories
Knowledge Support Cloudvue Cloudvue Cameras Support Categories Products

llustra Flex2 4k Bullets / Domes Not Recording

Description 

If Cloudvue C2C Illustra Flex2 4k Bullet or Dome camera is not recording locally or to the cloud it may be a camera firmware issue.

Product 

  • C2C
  • IFS08D2OCWITB / TCCFS08D04032 Illustra Flex2 4k Dome
  • IFS08B2ONWITB / TCCFS08B06032 Illustra Flex2 4k Bullet

Solution

When issue was observed cameras were running the latest production firmware Illustra.SS004.01.09.05.0008 (Flex Gen2), live view was working normally however the cameras were not recording either to the cameras microSD card or to the cloud.

In addition the following errors were present in the camera firmware logs

Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1276) mpResourceControllerValidateVideoClient: Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1277) Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtpstream.c:1114) [0x59a14ee8] rtp_streamGetInfo...rtp_streamQueryFrameConfig failed
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1641) [0x599f7190] rtsp_sessionDescribe - failed to get info for video stream [0x59a14ee8]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1701) [0x599f7190] rtsp_sessionDescribe - unable to describe
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsrv_rtsp.c:277) [0xfa23e4] RTSP Session [0x599f7190] Unable to DESCRIBE, IP [127.0.0.1]

The camera started recording after the firmware was updated to Illustra.SS004.01.09.06.0003 (Flex Gen2). This is a beta firmware version and should NOT be given out to customers but can be deployed by support when needed.

Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Cloudvue Access Control Categories Products

Cloudvue Advance Replacement RMA Process – North America

Description 

Please use the following steps when creating a Cloudvue Advance Replacement RMA in North America.

Solution

Complete the normal Cloudvue RMA Process for North America, see KB #13217 for instructions.

From the RMA Salesforce Case Email Will Anderson <will.anderson@jci.com>  requesting that he create a sales order. 

The email should include the following information:

  • Partner:
  • Account:
  • Device MAC Address(es):
  • Device Model(s):
  • Contact Name
  • Contact Phone #
  • Contact Email
  • Shipping Priority:
  • Shipping Address:
  • Description:

IMPORTANT:  Since the RMA case will be assigned to Neal Johnson make sure to follow the Salesforce Case so you will get notifications when emails are sent to the RMA case.

Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Cloudvue NVR Recorder Debugging

Description 

At times it can be useful to get nvr-recorder debug level output to troubleshoot recording issue on a Cloudvue Gateway.  This can be achieved using the smv-record debug engine.

Product 

  • Cloudvue Gateway

Solution

The basic steps are:

  • Stop the nvr-recorder service
  • Launch the smv-recorder directing the output to a text file
    • Allow smv-recorder to run for 30-60 seconds
    • Stop smv-recorder by pressing Ctrl+C
  • Start the nvr-recorder service
  • Review the output file for errors or warnings

Example

Tech Tip: 

Support Diagnostics also captures this information in the Smartvue-smv-record.log section.