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.

Ruling out interfering software in Windows

Description When troubleshooting exacqVision software in a Windows environment, it is likely that the customer has installed various monitoring or protection software which could be interfering with our communication or processes. The most common culprit is Anti-virus software. However, there are many different methods of determining what software is running on a machine. There are… Continue reading Ruling out interfering software in Windows

Analog video freezing on tDVR 8016e capture boards – Linux

Description  Some Exacq hybrid systems built since 7/23/2024 and running Ubuntu 22.04 have exhibited a freeze of the analog video after running for some period of time. This is likely a result of a false-positive error state in the PCIe ASPM (Active-state Power Management). This can be confirmed using a Terminal with the following command:… Continue reading Analog video freezing on tDVR 8016e capture boards – Linux

Performance issue when analytics enabled on Exacq

Description  issues with analytics enabled where-as the server will eventually become unresponsive and reboot after a short time. Product ExacqVision Server versions 23.09 & 24.03 & 24.06 Steps to Reproduce  1) install 23.09.9.0 exacqvision server software2) connect illustra Pro4 20mp IPS20-M12-OIA4 using firmware SS017.06.05.00.0083) Verify analytics are enabled on the cameras – analyticmetadata, objectdetection, motiondetection4)… Continue reading Performance issue when analytics enabled on Exacq