Categories
Knowledge Support Support exacqVision Server Products

TDVR Capture Card Faulty Board

Description 

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.

Tools Required:
Phillips Screwdriver
5MM 1/4″ hexdriver

  1.  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.

Categories
Knowledge Support Support Categories Products exacqVision Hardware

Replacing a Hard Drive on Q-Series 2024 Refresh

  1. Looking at the rear of the system, remove the three screws indicated in the illustration below.
  1. Looking at the rear end of the top cover, remove the two screws indicated below.
  1. Slide the top cover towards the rear and pull off to remove it from the chassis.
  2. Remove the three screws indicated below.
  1. Remove the front bezel by lightly lifting the tabs indicated and rotating the top of the bezel away from the chassis.
  1. With the front bezel removed, looking at the front of the system, remove the two screws in the upper corners as indicated in the image below.
  1. Lift the drive plate to separate it from the chassis. Remove the hard drive retaining screws shown in the image below, supporting the drive from underneath.
  1. Detach the SATA power and data cables from the hard drive and attach to the replacement drive. Reverse the steps above to reassemble the system.
  1. When reattaching the drive plate, fit the three tabs on the front of the plate into the slots as shown.

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Categories
Knowledge Support Support Categories Products exacqVision Integrations

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

  1. Verify network connectivity with the camera.
    1. Can the device be pinged from the NVR?
    2. Can the device be access from the NVR’s web browser?
  2. Verify whether the device is on the tested firmware version.
  3. Verify the use of the correct Device Type.
  4. Check that the exacqVision Server instance is on the latest version.
    1. Repeat Steps 3 & 4 after updating.
  5. If the device is on a newer firmware version than test records indicate, do not assume that this is the cause of the issue.
    1. If the device is capable of firmware downgrades, ask the customer to downgrade to an older version or to the tested version of exacqVision.
  6. If the device has never been tested, does it work with the Onvif Device Type?
    1. If the customer is satisfied with using Onvif, there is no need to escalate.

What issues require escalation?

If customer issues meet one or more of the following requirements, a Support ticket escalation is warranted:

  • An already supported camera model needs newer firmware tested due to issues found.
  • The camera has never been tested and a customer is requesting it to be listed as supported.
  • Incorrect information is found in the test record database or the records requires updating.

Escalation Requirements

  1. Latest version of exacqVision Server.
  2. Device is running the untested firmware version.
  3. If device was previously tested, it must be added with the proper plugin.
  4. If device has not been previously tested, add with Onvif.
  5. Exported Support Diagnostics.
  6. Perform a Wireshark capture and limit to a single device. Use a capture filter to limit the capture to data from the affected device IP and minimize the capture file size. (e.g.- ‘host 192.168.1.9’)
    1. Disable the device
    2. Start the capture
    3. Re-enable the device and wait for connection attempt or issue to reappear
    4. Stop the capture

Related Customer Facing Articles

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Categories
Knowledge Support Plugin Support exacqVision Server Products SamsungPI

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 24.03.7.0
Camera Info: Samsung PNM-C34404RQPZ
FW 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 set of fixed camera’s as you would normally do for any camera.
Add the PTZ camera using the method seen below with the override.

Expected Results 

Camera should connect and work as designed.

Actual Results 

Some reports experience the camera rebooting during connection due to the none use of the power supply that is shipped with the unit. The Power supply must be used.

When connecting the camera as Hanwha or Samsung Plugin on older FW 23.01.03_20240119_R528 will connect but it was reported that motion was not working.

Solution

Update Exacq Server to 24.03.7.0 or above.
Use FirmWare 23.01.04_20240417_R650.
Add PTZ sensor manually using ipaddress#bank=2
Add the camera as Hanwha or Samsung device type.
Make sure the power adapter is of correct specification for proper functioning of the camera. Refer to the camera data sheet.


NOTE:
We have noticed Hanwha has started changing the gov size down to the framerate when users lower the framerate, but not the other way around.

If a user attempts to change a setting while the HTTPS connection is still being attempted, the camera has trouble sending data.

To check this, Log Into the camera web page and verify the GOV size is set to frame rate or higher. Out of the box they are set to 2x framerate. For example- 30fps 60GOV.

AES-878

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products PanasonicPI

H265 Motion Detection Fails on Panasonic WV-S8531N

Description 

The Panasonic WV-S8531N fails to detect motion when using H265 option.

Product 

ExacqVision Server

  • Server 22.09

Steps to Reproduce 

  • Connect the Camera to Server 22.09 using camera FW 1.03 and set the schedule to record motion.
  • Set Camera to Motion recording schedule and use H265 Format.

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

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Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories

Setting Cloudvue Engineering Environments

Description

The following instructions discuss setting up Cloudvue video devices for use in specific engineering and production environments.

Product

  • C2C
  • Cloudvue Gateway

Cloudvue Gateways

The basic steps to specify the use of a particular environment are:

  1. Drop and Create smartvuedb
  2. Set the desired environment
  3. Restart nvr-cloud-messaging service

Drop and Create smartvuedb

sudo mysql smartvuedb -s -e "drop database smartvuedb;"
sudo mysql -s -e "create database smartvuedb;"
sudo -i
bash /opt/smartvue/services/nvr-database-migrate/installer.sh
bash /smartvue/updater.sh

Set the Environment

Edit the file /smartvue/cloud-config.json to set the desired environment.

sudo nano /smartvue/cloud-config.json

Development

{"cloud":{"uri":"wss://dev-messaging.cloudvue.com"}}

Production

{"cloud":{"uri":"wss://messaging.cloudvue.com"}}

Staging

{"cloud":{"uri":"wss://staging-messaging.cloudvue.com"}}

Restart nvr-cloud-messaging service

sudo service nvr-cloud-messaging restart

Troubleshooting

The messaging debug script can be very helpful in troubleshooting connection issues.

sudo -i

bash /opt/smartvue23.9.0/bin/nvr-debug nvr-cloud-messaging
Categories
exacqVision Server Windows Knowledge Support Support exacqVision Client exacqVision Server Products

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 

  • Server 20.09.9.0

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 video loss.

Solution

Update to Server Version 24.03.7.0

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Categories
Knowledge Support Cloudvue Cloudvue Cameras Support Categories Products

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#Description
TCCF42V032IFS02IFS02-D12-ITA42MP , 2.7-13.5 MFZ , Mini-Dome
TCCF44V032IFS04-D12-ITA44MP , 2.7-13.5 MFZ , Mini-Dome
TCCF48V032IFS08-D13-ITA48MP , 3.6-11 MFZ , Mini-Dome
TCCF42VI032IFS02-D12-OIA42MP , 2.7-13.5 MFZ , IR Mini-Dome
TCCF44VI032IFS04-D12-OIA44MP , 2.7-13.5 MFZ , IR Mini-Dome
TCCF48VI032IFS08-D13-OIA48MP , 3.6-11 MFZ , IR Mini-Dome
NOTE: It should be assumed that this issue will affect any Gen4 Flex using Illustra SS018.24.03.00.0010 not just those listed.

Solution

Downgrade the camera firmware to the prior firmware version Illustra.SS018.06.05.00.0005, available HERE.

See AES-889 for additional details and updates.

Categories
Knowledge Support Support exacqVision Enterprise

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:

  • This guide will assume you have downloaded Enterprise Manager support diagnostic logs for the purpose of debugging.
  • This guide will assume you have downloaded the importEMlogs.ps1 powershell script.
  • This guide will assume you have downloaded the latest available version of the SEQ application program.

Initial installation and configuration steps

  1. You must first install latest version of SEQ on your PC
  2. You must then configure SEQ as follows:
    2.A. change to the directory of saved log file in Powershell
    in example:
    cd C:\Users\youruser\Downloads\Diagnostics_year_month_day_time\EnterpriseManager
  3. generate an API key by accessing the SEQ UI, located at http://localhost:5341 > Settings > API KEYS
  4. open the importEMlogs.ps1 file provided by Engineering in notepad and observe the following commands:

    To set a default server URL and API key, run the commands below:
    seqcli config -k connection.serverUrl -v https://your-seq-server

    seqcli config -k connection.apiKey -v your-api-key

in example – you could run the following commands:
(use HTTP unless certs are configured)
seqcli config -k connection.serverUrl -v http://localhost:5341
seqcli config -k connection.apiKey -v YOURAPIKEY123456789

5. It may be necessary to set the system environmental variable for SEQCLI to work properly. You can do so by searching Windows for ” Environmental Variables “. Open the windows and add the entry for SEQCLI, as listed in the photo below:

Your SEQ instance should now be properly configured for use allowing you to send the Diagnostic Data to the SEQ server now installed.

Additional steps are now required after completion of the initial configuration in order to start using SEQ to debug Enterprise Manager Support Diagnostic Logs, as follows:

1. You must first place importEMlogs.ps1 powershell script provided by Engineering inside the unzipped “EnterpriseManager” directory of the support diagnostic log file you wish to debug.

2. change directory to the proper logfile directory “EnterpriseManager” listed above, and then run the following command:

.\importEMlogs.ps1 -ProcessLogs -OverwriteExisting -Environment "CaseNo/AesNo/tagline" -StartFromLastInstall -SendToSEQ

You may now view the logs in the SEQ UI by navigating to Events and setting the proper filters. More documentation regarding the usage of SEQ can be found at: https://docs.datalust.co/docs/the-seq-query-language
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Documentation for SEQ filtering can be found HERE.

Categories
Knowledge Support Support exacqVision Server Products

“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 will indicate any issue and show up as healthy.

The Volume tab on the Storage page will also show that the volume “Needs Prep” and is only cosmetic.

Product 

exacqVision Server versions 23.09.9.0 and 24.03

Steps to Reproduce 

Update exacqVision Server to versions 23.09.9.0 or 24.03. The Hardware tab and Volume tab will show the Status “Needs Prep”.

Expected Results 

Drive Status is “Healthy”.
“Needs Prep” should not be shown unless the drive needs to be prepped or formatted for newly added drives.

Actual Results 

Needs Prep is displayed on Volume tab and the Unit under the Hardware tab.

Solution

If a this issue is seen, update exacqVision Server to version 24.03.7.0.

AES-849

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