Category: Support

Bomgar support client will fail to install during retail deployment without internet connection

Issue Starting with the 2019-09 retail keys, we migrated to a newer Bomgar support client version necessitated by our having upgraded our Bomgar appliance.The newer Bomgar client requires communication with the appliance, and will fail to install if this is blocked.User will see Bomgar-related error messages, and will need to ignore/cancel. These are not fatal… Continue reading Bomgar support client will fail to install during retail deployment without internet connection

Writing a DVD with E1 motherboard may freeze system

Issue Linux systems with H110-E1 motherboard and DVD drive connected to SATA 10 header are affected. When local evClient is used to export video to DVD, the OS and system may freeze and never watchdog. Newer systems instead ship with DVD connected to a non-problematic SATA port. <br> Workaround Given the risk inherent in changing… Continue reading Writing a DVD with E1 motherboard may freeze system

Illustra Essentials (Gen2 cameras) motion mask not working

Motion mask configuration from the api has been updated by the firmware and now uses motion window index instead of in the motion region. For Illustra Essentials, the updated firmware supports both version 1(motion region) and version 3(motion window) types for configuration of motion mask. The supported firmware to use for Essentials Gen2 should be… Continue reading Illustra Essentials (Gen2 cameras) motion mask not working

WES7 servers may indicate duplicate timezone selections in config, and cause searches to fail

Issue Servers report all available timezone names, as well as the currently configured timezone name and bias, to Clients. In turn, the Client’s time/date/zone configuration panel will present all these available timezone names in the timezone dropdown, and users can use this to change the server’s configured timezone. Additionally, the indicated bias is necessary for… Continue reading WES7 servers may indicate duplicate timezone selections in config, and cause searches to fail

Servers are able to be enabled if Web Service initialization fails

Description When connecting to a web service whose initialization fails, all servers should be disabled. <br> Version Introduced 8.0 <br> Platform All <br> Steps to reproduce Add a web service that causes initialization to fail. <br> Expected result The enable toggles for each server on the web service is disabled. <br> Actual result The enable… Continue reading Servers are able to be enabled if Web Service initialization fails

Samsung PTZ functionality loss in exacqVision Server 20.03

Issue  Samsung PTZ functionality loss in exacqVision Server 20.03 <br> Workaround Re-enable mechanical PTZ for the camera, via exacqVision Client. <br> Version Affected 20.03 <br> Version Fixed Fixed in 20.03.111 and forthcoming 20.03.7 RC

Honeywell Vista 128bpt Incorrect Bypass Status

Issue An issue was found with our Honeywell Vista Security Integrations plugin and the Honeywell Vista 128bpt panel where the zone bypass button was not functioning for some combinations of zone status. Each zone is capable of having up to 16 different states simultaneously. For example, a zone may be in a state of both… Continue reading Honeywell Vista 128bpt Incorrect Bypass Status

Analog PTZ may exhibit significant lag with exacq joystick and Sensormatic matrix switches

Issue This issue is especially pronounced when manually performing proportional PTZ via exacq joystick and exacqVision Client, with Server versions <= 19.06. Once user releases joystick, a camera may take up to 20 seconds to stop. <br> Version Fixed  Fixed in 19.09 RC exacqVision Server