When troubleshooting exacqVision software in a Windows environment, it is likely that the customer has installed various monitoring or protection software which could be interfering with our communication or processes. The most common culprit is Anti-virus software.
However, there are many different methods of determining what software is running on a machine. There are several that actively hide themselves from the task tray or the Programs list. Below is an effective way of quickly determining what else is running on a system.
Utility – msconfig
The Microsoft System Configuration Utility can be used to see what services are running running with the ability to quickly rule out all Microsoft necessary services.
Open the msconfig utility by clicking on the “Start” button and typing msconfig – select the ‘System Configuration’ result.
You can also launch msconfig.exe from the “Run” dialog.
Once it loads, select the “Services’ tab.
Click on the ‘Service’ heading to sort them by name (useful for the next step).
Rule Out Windows Defender
Scroll down and look for anything that begins with Windows Defender…
There are several different names for Defender Anti-virus. On my machine it’s ‘Windows Defender Advanced Threat Protection Service’ and its status is ‘Stopped’ This tells me that it is not a concern for our software. However, the Firewall is enabled. This may be configured in a way that interferes with our communication.
In other situations, you’ll see Defender Anti-virus running. Normally Defender does not cause much of an issue for us, but it can be locked down and more aggressive in scenarios where they have attached the system to a Domain. It would be worth asking how the customer has configured Defender and trying setting exclusions for our software. See KB 853.
Ruling Out Other Services
Now that you’ve ruled out Microsoft’s own Anti-virus, you can check the box ‘Hide all Microsoft services’
The resulting list will be everything that has been installed on the machine since the time the Operating System was installed. These items may need to be researched if there is something unfamiliar. Discuss with the on-site technician or customer items that may be related to Anti-virus, security software, threat protection, anti-malware, heuristics, etc… It may be possible to set exclusions for our processes, but this is the responsibility of the customer to apply the changes..
Sometimes it is helpful to create a report of all the installed Services to supply to a customer or IT department. This can be accomplished in PowerShell with the “GetService” cmdlet. To see a list of all services, in PowerShell type: Get-Service | Sort-Object status | Out-Gridview
This will open a window with all Services sorted by their Status. You can then use ‘Ctl-A’ to highlight all, and ‘Ctl-C’ to copy this data to the Clipboard. This can then be pasted into a spreadsheet or text file.
Ruling Out Other Processes
Now that you’ve seen all of the services running on the system, it’s time to see if any executables are running at startup that aren’t registered as Windows Services.
Right-click on the taskbar and select ‘Task Manager’. Then click on the ‘Startup’ tab.
Again, discuss with the technician or customer if these items are expected to be running on the machine. Utilize search engines and forums to research any that you are unfamiliar with.
Some Exacq hybrid systems built since 7/23/2024 and running Ubuntu 22.04 have exhibited a freeze of the analog video after running for some period of time. This is likely a result of a false-positive error state in the PCIe ASPM (Active-state Power Management).
This can be confirmed using a Terminal with the following command:
cat /var/log/kern.log | grep pcieport
The result will include lines similar to the following:
The resolution is to disable the power management mode for the PCI slots by adding a kernel boot parameter. This can be accomplished either by editing a file, or by downloading and running a script .
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Method 1: Editing the /boot/refind_linux.conf file
In a Terminal open the file in a text editor with sudo privileges with: sudo gedit /boot/refind_linux.conf
2. Edit the the highlighted lines to add “pcie_aspm=off” prior to the parentheses (“) so it matches the following:
3. Save the file and reboot the machine with:
sudo reboot
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Method 2: Run the tdvrfix.sh file
After logging in to the Support Portal (support.exacq.com), download the tdvrfix.sh file to the Linux Desktop.
Open a Terminal and change directory to the Desktop with: cd Desktop
Set the tdvrfix.sh file to be executable with: sudo chmod +x tdvrfix.sh
Run the script with: sudo ./tdvrfix.sh
Reboot the machine with: sudo reboot <br>
Confirmation
After a reboot, you can confirm the fix was applied successfully by opening a Terminal and running the following command: cat /proc/cmdline
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.
Feature – Support for Wasabi S3 as archiving target (AESW-11025)
exacqVision Web Service
Bug Fix – Fixed 24.03 issue where iPAD experienced video buffering and timeout errors (AESW-10945, AES-839, AES-863, AES-909)
Bug Fix – Web client supports session timeout detection, respects the login token (AESW-9753, AES-774)
exacqVision Enterprise Manager
Bug Fix – Add missing pagination endpoints
(AESW-11414)
Exacq Mobile 3
Bug Fix – Fixed issue with video failing to play after one hour
Enhancement – Added notification to point users to new exacqVision Mobile app (AESW-9166)
exacqVision Mobile
exacqVision Mobile requires Server version 24.09 or higher
Remote Connectivity requires Client 24.09 or higher as the Client is needed to connect to the cloud switchboard and generate access codes
If SSA expiration or OS requirements prevent updating to Server 24.03, users will need to continue using Exacq Mobile 3, with the exacqVision Web Service
Exacq Hardware
Hardware Revisions
C-Series 16S & 32S
G-Series Micro
G-Series PoE 8ch & 16ch
Q-Series Desktop & Desktop Hybrid
A-Series 2A & 2A Hybrid (no RAID)
A-Series FA & FAR (RAID)
X-Series 1U & 2U (RAID)
exacqVision Advantage
Provides free exacqVision licensing on BBE hardware for most models of Illustra Flex and Pro cameras (Gen3, Gen4, and future generations).
Does not apply to the Flex Gen3 Multisensor, which is ONVIF only, does not have the Illustra API
The purpose of this KB is to help run PS MOVE and where to place the files on a system.
Product
PSMOVE.exe Exacq Server 23.03 and above.
File Location:
Windows: Place psmove.exe in the Server folder. Open powershell or command promt as ADMIN. cd C:\Program Files\exacqVision\Server and place the psmove.exe into the server folder.
Linux: ETA not available yet.
NOTE: When Running on Windows AND Linux PSMOVE must be in the sever folder because it depends on the libraries installed with server.
Running PSmove on Windows:
Once the psmove.exe is in the Server location seen above, you can run the following command to execute it.
In command prompt or powershell type the following cd C:\Program Files\exacqVision\Server
Then type: psmove -r-
Additional Information and KB’s for reference
It defaults to report-only mode. psmove -r- will move files.
It will open a ps file and get the first frame timestamp and determine the correct hour directory for the file, based on the CURRENT timezone. If the file is not in the correct hour directory, it will rename it to put it in the correct directory.
Collision avoidance: If there is already a file in the destination directory of the same name, it will decrement the timestamp by one second, generate the new name and try again. Only the file name is changed, not the file content.
The reporting is still pretty slim. report-only mode when specifying a “path” doesn’t currently count what “would” be moved correctly. When moving, it will count the hours and files that were moved.
The default mode is to check all volumes. It will locate all of the media in the y/m/d/h directories. report-only mode will count correctly.
It does not delete empty files. With newer versions of ev there shouldn’t be any. It will report empty files. An empty file cannot be checked for the correct directory. It’s empty and, therefore; doesn’t have a first frame timestamp. So, on a server that recorded in one timezone and then changes timezones, PSmove will get the files in the correct hour directories. All of the content should then be searchable.
We’ve reduced the dependencies to the minimum, there are still dependencies. PSmove will only work with the server for that version and later after the compiler upgrade.
When using a global admin staff account I am being prompted to CHECKOUT and provide credit card information when updating camera subscriptions.
Product
C2C
Cloudvue Gateway
Steps to Reproduce
Access device via Cloudvue Manager
Expand Subscriptions
Apply desired subscription to all cameras
Click SAVE SUBSCRIPTIONS button
Expected Results
SAVE SUBSCRIPTIONS button is displayed and subscriptions are saved when clicked
Actual Results
CHECKOUT button is displayed and Credit Card Information is required
Solution
Check the Partners FIN Type. If the partners FIN Type is set to Stripe then the end user will need to use Cloudvue.com or Cloudvue Mobile to apply the subscriptions themselves and provide a credit during checkout.
Exacq Support has identified an issue with Enterprise Manager importer processes using an excessive amount of memory resource, often requiring reboot due to system becoming unresponsive when installed on some Windows machines. This is estimated to affect versions 23.06.2.0 thru latest versions of ExacqVision Enterprise Manager for Windows. Developers are aware and working on resolving these issues.
NOTE: This high memory resource usage often corresponds with errors seen in importer log exceptions. You can trace the PID this process starts up on in importer-error logs to the process in task manager in Windows.
Product
ExacqVision Enterprise Manager
23.06.2.0 – 24.06.2.0
Solution
Engineering has developed a temporary workaround consisting of a PowerShell script developed to scan for and kill certain importer processes when their memory usage is at unacceptable levels. This script runs every 5 minutes, unless code is altered. This script should only be used as a last resort for Support personnel to deploy when all troubleshooting and other remediation steps have been exhausted. In some cases it may be recommended to alter the MemoryCeiling function of this script to better suite certain customer scenarios.
It is also recommended that this script be triggered as a scheduled task from task scheduler. This often requires that Execution Policies be bypassed to launch successfully on reboot. Detailed instructions are below:
2) Unzip the file and place the importerMonitor.ps1 file in a directory. Often times, it is best to place this in: “%\Program Files\exacqvision\”
3) Open Task Scheduler in windows and Create Task, then name task importerMonitor and configure an admin user and to run whether user is logged on or not. Be sure to check the box for Run with highest privileges, and configure for OS in use.
4) Under triggers, select New… Then configure for “At Startup”.
5) Under the Actions tab, select New… and configure as follows: – Start a Program – Program/script: Powershell.exe – Add arguments: -ExecutionPolicy Bypass – File “C:\Program Files\exacqVision\importerMonitor.ps1”
6) Configure the conditions tab as pictured:
7) Configure the Settings tab as pictured:
8) Reboot to test the Task at startup, and verify it worked as expected by observing the History tab in Task Scheduler for this task:
There were reports of capture cards working for upwards of 10 minutes and then would fail to produce video in live views. We have identified the issue and made the proper corrections. If this is seen on a system please follow the instructions below to identify if the board is affected. Then take the appropriate steps to set up a RMA with support to get a new card shipped for replacement.
Product
Exacq Servers A and Q series.
exacqVision 23.03 up to 24.03
Steps to Reproduce
If a Capture card is exhibiting these symptoms then please identify the stamp on the card seen below.
These instructions provide step by step procedure for replacing a tDVR analog card in the Q-Series / A-Series Desktop chassis. Before changing the board, be sure that the system is unplugged from any power source and the system is placed on a clean anti-static surface. Faulty PCB board can be identified by the manufacture marking HTG on the back of the board centered near the top. Replacement cards will have a CTX marking seen below.
Remove top cover screws on both side of the chassis.
2. Remove two top cover screws and three card mounting bracket screws.
3. Remove top Cover and pull out tDVR card by pulling straight up.
4. Disassemble the mounting bracket from the card by removing two hex nuts.
5. Attach the replacement card to the bracket and assemble the system by reversing the steps above.
To test the new board, boot the system and open client and verify 16 port display in live view.
Solution
We found that a component was change during manufacturing which was found to be faulty and we have the proper components now that have been validated and working.
