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… Continue reading Hanwha PNM-C32083RVQ Connection to Server and Motion Stops Working
Category: Knowledge Support
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… Continue reading Auto Export fails to Close File
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 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… Continue reading Remote Connections node not visible in ExacqVision Client
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… Continue reading Allibi Camera ALI-PZ40-UZAI PTZ is disabled by default on 23.06-24.03
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 … Continue reading Pelco SMLE1-15V5-3h Motion Events are not Received by Exacq
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… Continue reading Remote Connectivity Fails to Connect to Switchboard
Adjustments for Loud Fan Complaints
Description Some users with newer exacqVision server hardware have complained of their systems having louder than expected system fans. <br> Product <br> Steps to Reproduce No specific steps are needed to reproduce since this was a factory setting. A-Series 2A & Q-Series Models A-Series FA & FAR Models <br> Solution A-Series 2A & Q-Series Models… Continue reading Adjustments for Loud Fan Complaints
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 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… Continue reading llustra Flex2 4k Bullets / Domes Not Recording
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: IMPORTANT: … Continue reading Cloudvue Advance Replacement RMA Process – North America
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 Solution The basic steps are: Example Tech Tip: Support Diagnostics also captures this information in the Smartvue-smv-record.log section.