Description Level 3 Support has identified an issue with Failover functions in ExacqVision Server software manifesting as failback failure. The component responsible is ExacqVision Server software, but errors can be detected from the Enterprise Manager Failover Groups page as well, leading some customers to report this as an issue with the Enterprise Manager software. Product … Continue reading Failover and Failback Issue in exacqVision Server and Enterprise Manager
Category: Support
32-bit Server Installer Fails on 32-bit Ubuntu 14.04
Description Upgrade or clean install of Server versions 23.06 and 23.09 failed on 32-bit Ubuntu 14.04 Product Steps to Reproduce Upgrade exacqVision Server using the GUI or terminal. Expected Results Installer completes successfully. Actual Results Installer fails. If run from terminal the output below is shown: Workaround Install version 22.09 or prior. It’s possible other… Continue reading 32-bit Server Installer Fails on 32-bit Ubuntu 14.04
Camera Recording Page Columns Missing on Fresh Install
Description The Camera Recording Page in the client doesn’t show any of the default options such as, IP Address, Camera Name, Video Detection, Record Status, Last Motion, Mac Address, Type, Model, Firmware. Product Exacq Client 23.06 and as early as 22.12 Steps to Reproduce Remove Exacq Vision Client completely from the Recorder, or any client… Continue reading Camera Recording Page Columns Missing on Fresh Install
How to use the Support Portal File Share/Upload Feature
NOTE: The file upload utility tool has been deprecated. This process should be used in its place. Use of file sharing providers such as Google Drive, Dropbox, iCloud, etc for file exchange with customers is forbidden by JCI. Sharing Files <br> Customer File Uploads
Re-image fails on Linux G-Series Micro units above Ubuntu version 18.04
exacqVision G-Series Micro units may fail to write Exacq’s custom image of Ubuntu OS versions back to drive if the version is above Ubuntu 18.04 LTS. Product G-Series Micro Steps to Reproduce Expected Results The sysprep process should not fail Actual Results The sysprep process fails Solution <br> Reference: AES-737
Performance Issues Caused by Disabling Metadata while Camera is Connected
Description Disabling AI metadata within a camera while connected to the exacqVision Server application could lead to camera performance issues. Product Any IP Camera providing AI classification metadata. While this was specifically seen and tested using Illustra devices it can be expected to occur with any camera providing metadata such as AI Object Classification. Steps… Continue reading Performance Issues Caused by Disabling Metadata while Camera is Connected
Illustra Multisensor Backwards Compatibility
Background Over many years the number of Illustra camera related plugins had grown. An engineering effort was aimed at consolidating these to make selection of the appropriate plugin easier for users. exacqVision Server 24.03 represents a configuration shift which could affect users that attempt to downgrade the server application to versions earlier than 24.03. This… Continue reading Illustra Multisensor Backwards Compatibility
Installing storcli on a Cloudvue Gateway
Description In order to interact with the RAID controller on a Cloudvue Gateway you must first install storcli. Products Steps Verification Confirm RAID Controller Present Use lshw to determine if a RAID Controller is present. If no results are returned then there is no RAID controller detected, thus no reason to proceed. sudo lshw |… Continue reading Installing storcli on a Cloudvue Gateway
Thin Client Buffers When Searching at 16x’s and Higher Speeds
Description When watching search back in the Exacq WebService Thin Client at high speeds for longer duration’s the search will skip to the end of the search results. This results in a black screen after being able to view the searched contents and scrubbing the video at 16x’s speed and higher. Product exacqVision Web Service… Continue reading Thin Client Buffers When Searching at 16x’s and Higher Speeds
Web Service Buffering with Black Screen seen on Exacq Mobile 3 and Browser Mobile Client
Description Viewing live video will cause a black screen on the Live page with a buffering icon. Live video may also work for a short time then start to buffer. This has been noticed on Ipads and Iphones. Product exacqVision Web Service 23.09.6.1 up to 24.03 Steps to Reproduce Expected Results Users should be able… Continue reading Web Service Buffering with Black Screen seen on Exacq Mobile 3 and Browser Mobile Client