Category: Knowledge Support

Camera Firmware or Functionality Escalations – Support Reference

Can’t Find Camera/Firmware Please do not direct customers to the ‘Can’t find Camera?’ or ‘Can’t find firmware?’ links on the IP Camera Integrations database page. L3 Support has a weekly meeting with Product Management to drive progress on enhancements, including camera test record updates and camera/firmware testing. Troubleshooting Verify network connectivity with the camera. Can… Continue reading Camera Firmware or Functionality Escalations – Support Reference

Samsung PNM-C34404RQPZ Connection Issues

Description There have been several reports of connection issues with the Samsung PNM-C34404RQPZ. Reports of the units rebooting upon connecting it to the client and which plugin to utilize. Product  Exacq Server 24.03.7.0Camera Info: Samsung PNM-C34404RQPZFW used: 23.01.04_20240417_R650 https://www.exacq.com/integration/ipcams/#getCameraRecord=901b747e-fcbf-5464-7543-5aeb7ae3afe8~nstep_id=step-3 Steps to Reproduce  In the Client go to Add IP Cameras under the configuration. Add the first… Continue reading Samsung PNM-C34404RQPZ Connection Issues

H265 Motion Detection Fails on Panasonic WV-S8531N

Description  The Panasonic WV-S8531N fails to detect motion when using H265 option. Product  ExacqVision Server Steps to Reproduce  Expected Results  Motion is detected and video records. Actual Results  Motion is not detected and video is not recorded. Solution Updating firmware to S8531_202ES allowed the camera use Motion with H265 format on Server 22.09. AES-146 <br>

Setting Cloudvue Engineering Environments

Description The following instructions discuss setting up Cloudvue video devices for use in specific engineering and production environments. Product Cloudvue Gateways The basic steps to specify the use of a particular environment are: Drop and Create smartvuedb Set the Environment Edit the file /smartvue/cloud-config.json to set the desired environment. Development Production Staging Restart nvr-cloud-messaging service… Continue reading Setting Cloudvue Engineering Environments

Video Loss on Live View TDVR Capture Card

Description  Reports of 23.09.9.0 Server would cause the Capture Card to show video loss on live page. This was not affecting video recording as live and recorded video were searchable. Product  Steps to Reproduce  Update server from server version prior to 23.09.9.0 Expected Results  Should not show video loss. Actual Results  Live view would show… Continue reading Video Loss on Live View TDVR Capture Card

Illustra Firmware Version SS018.24.03.00.0010 Not Supported on C2C

Description It has been discovered that Illustra firmware SS018.24.03.00.0010 is missing key Cloudvue components and is there for NOT supported on C2C devices. The primary indicator is no data centers will be displayed when converting to Cloudvue mode. Products C2C#Illustra#DescriptionTCCF42V032IFS02IFS02-D12-ITA42MP , 2.7-13.5 MFZ , Mini-DomeTCCF44V032IFS04-D12-ITA44MP , 2.7-13.5 MFZ , Mini-DomeTCCF48V032IFS08-D13-ITA48MP , 3.6-11 MFZ , Mini-DomeTCCF42VI032IFS02-D12-OIA42MP… Continue reading Illustra Firmware Version SS018.24.03.00.0010 Not Supported on C2C

SEQ – A guide to initial configuration for debugging Enterprise Manager Logs  

This guide will outline the steps needed to configure the tool SEQ on a PC in order to use scripts provided by Engineers at Exacq Technologies to aid in debugging Enterprise Manager Support Diagnostic Logs. Pre-Requisites: Initial installation and configuration steps in example – you could run the following commands:(use HTTP unless certs are configured)seqcli… Continue reading SEQ – A guide to initial configuration for debugging Enterprise Manager Logs  

“Needs Prep” Seen On Hardware or Volume tabs

Description  A few Customers have seen Needs Prep in the Exacq Client on the Storage Page under Volume and Hardware. The Drive Tab drives will all show healthy. The only issue seen is a false negative indicating that the Unit 1 c0/v0 shows “Needs Prep”, seen below. None of the drives listed under Unit 1… Continue reading “Needs Prep” Seen On Hardware or Volume tabs

Samsung QNV-C8083R showing a 401 Error and invalid Credentials in Exacq Client

Description  After reboot of server or restarting the service the camera will exhibit a invalid credential along with a 401 Error. This was seen on a system that required restarting the system after every Windows Update. Product  Steps to Reproduce  Restart system and the camera would be locked out of the user attempt to log… Continue reading Samsung QNV-C8083R showing a 401 Error and invalid Credentials in Exacq Client