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Knowledge Support Support exacqVision Server Products

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 

  • Server 23.06.1.0
  • Windows Server 2016
  • Camera: Samsung QNV-C8083R FW 2.21.10.20230908_R

Steps to Reproduce 

Restart system and the camera would be locked out of the user attempt to log into the camera and would need to power cycle the camera to enable it to connect.
You can confirm this by logging into the cameras gui and finding the following error:

In our client we will show the following logs:

2/25/2024 10:11:25.925 AM (GMT-5:00)    SamsungPI    Error    7.230.122.80 - Initial discovery failed with error 401. The connection will NOT be retried.
2/25/2024 10:11:25.925 AM (GMT-5:00)    SamsungPI    Verbose    7.230.122.80 Network error 401 from request https://7.230.122.80/stw-cgi/system.cgi?msubmenu=deviceinfo&action=view using scheme https.

Expected Results 

We should be able to reconnect to the camera with no log in failures after a system / server restart.

Actual Results 

Camera will fail to connect to Exacq until you power cycle the camera.

Solution

Update the fw to FW version 2.21.10b_20240227-R6 by contacting Samsung to get this fw.
AES- 758 is still being investigated and requested that the IP Camera Integration page Be Updated with new test Records form FirmWare Version 2.21.10b_20240227-R6.

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Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products Uncategorized

Global At Most Rule 30 Days

Description 

There are some reports that after setting up Global At Most Rules the data is not removing older content off the drives. For example if recording has been taking place for a year and Global At Most Rule is set up after a year of recording some of the older content is not being removed from the data drives.

Product 

  • Server 23.09.9.0
  • Linux 18.04

Steps to Reproduce 

Oldest content on the storage drive will show content past the current Global At Most Rule that are configured. This was seen on units that had been recording for a long amount of time. Then at some point a Global At Most Rule was created. After the 30 days the data was not being removed from the system.

Expected Results 

We should purge older data. However if there is a year worth of data we may need to give it a hand to clear out in special cases where customer need to see a certain amount of Oldest content on the Storage page.

Actual Results 

If data is on the unit for 365 days, then it can take time for that data to be purged. It will keep showing Oldest content of 365 days until it successfully purges the data.

Solution

A work around is to delete some of the older content outside their current Global At Most Rule.

1. Stop the server and check the data folders on the drives.

2. NOTE: ALWAYS HOLD SHIFT and then hit the Delete Key. If you do not do this it can fill up the OS drive’s recycling bin.
Remove Years, Months as needed from the data folder.

3. Start the exacqVision Server Service and allow up to 5 minutes for the Sweeper to run. We delay the Sweeper service from starting right away on purpose.

4. Monitor the logs on the server around the 5 minutes, and search for a sweeper event, and then look for a fscleanup event in the logs. If this is seen you can validate on the Storage page if the Oldest Content numbers change within the next several minutes down to the size of the At Most Rule 30 Days.

In the following example we stopped the service and removed data off the drives down to 62 days and 9 hours.
After removing the data we started the service and waited 5 minutes.

After 5 minutes you should see the following in the logs.

PSFPI    Verbose    Sweeper - expiring all files older than Tue Apr 2 10:20:58 2024.


This indicates that the Sweeper is looking at the older content on the drive and preparing it to be removed.

After a few more minutes the oldest content was reduced down to the target Global At Most Rule of 30 days.




Current Ticket opened is AES-847.

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Categories
Knowledge Support Support exacqVision Client

Exempt Files Targeted by Antivirus Scans

*** INTERNAL USE ***

Antivirus Configuration

As with all third-party software not on the Product Integration section, the user assumes the risk of software incompatibility with the exacqVision software suite.

Therefore, if there is an inquiry on what an AV program found and is blocking we should open a ticket with engineering and confirm what the file is, and what it does to help maintain a list of examples that can be excluded.

It is recommended to exempt certain files if they are targeted by scans of the Antivirus program to allow proper functionality of the software.

List of examples for certain scans and why they are important for Exacq Software. The file extension may be ‘.exe’, ‘.ps’ or ‘.ps.1’ for Windows. In Linux it will be ‘.sh’.

  • curl – Utilized to download updates, email and sync with EM.
  • dhcpconfig – Utilized for enabling/configuring the DHCP Server
  • driveprep – For partitioning new data drives.
  • dvdrwtools – For burning of a DVD/CD.
  • dvd+rw-mediainfo – For burning of DVD/CD.
  • evselftest – Utilized to scan disks for errors.
  • failover – Utilized for failover/failback.
  • iscsiprep – For configuring Extended volumes.
  • lshw – Utilized to gather hardware/software information about a system.
  • mediainfo – For burning of DVD/CD
  • mdnsd – For discovery of IP devices, Servers and Clients.
  • mDNSResponder – For discovery of IP devices, Servers and Clients.
  • mkbadst_config – For configuring Extended volumes.
  • mount – For mounting new data drives.
  • netconfig – For configuration of Network Interface parameters.
  • ntpd – For management of Time Servers and synchronization.
  • ntpdate – For management of Time Servers and synchronization.
  • opendhcpd – Utilized for enabling/configuring the DHCP Server
  • opendhcpserver – Utilized for enabling/configuring the DHCP Server
  • parted – For partitioning new data drives.
  • rmfs – For partitioning new data drives.
  • smartctl – Utilized to gather health (S.M.A.R.T.) data from drives.
  • sysinfo – Utilized to gather hardware/software information about a system.
  • teaming – For creating NIC bonds.
  • tzutil – For configuring the Time Zone settings of the OS.
  • update – Utilized to download and install updates as well as failback of recorded data.
  • w32time – – For configuring the Time settings of the OS.
  • wodim – For burning of a DVD/CD.
  • winio – This script is part of sysmgmtpi which monitors the health of the server and drives. The winio64.sys is the driver that allows part of that functionality.

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Related Articles

Using Antivirus Software with exacqVision

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Categories
Knowledge Support Support exacqVision Client Categories Products

Missing Help Menu Options

Description

This article describes why some menu options may not appear to all users of the exacqVision Client software.

Products

  • exacqVision Client (all versions) – on Windows OS

Issue

  1. When pressing the Show Help button (?) in the upper-right corner of the exacqVision Client, some menu options are missing.
  2. When selecting Support Diagnostics from Show Help menu, the only button provided is Save.

Expected Results

Pressing the Show Help button provides many options, several of which link to useful pages on Exacq.com or the Exacq Support Portal.

Actual Results

  1. The Show Help menu provides only Help, Support Diagnostics, and About options.
  2. When exporting Support Diagnostics, the Upload button is not available to directly access and use the support web form page.

Solution

This is expected behavior when the exacqVision Client software is not run with administrator privileges. This is controlled by the operating system.

  1. To resolve temporarily, right-click on the exacqVision Client icon and choose Run as Administrator, or if performing from the Start menu Favorites, right-click the exacqVision Client icon, select More, then choose Run as Administrator.
  2. To resolve permanently, add the operating system user to the local OS Administrator group.

NOTE: Solutions listed above may not be possible if the IT policies at the site do not permit exacqVision Client workstation operators to have admin access.

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Categories
Cloudvue Knowledge Support Cloudvue Gateway Support Categories Products

“Camera Save Failed” Message When Adding Camera to Cloudvue Gateway

*** INTERNAL USE ***

Description

Getting a “Camera Save Failed” message when attempting to add a camera to a Cloudvue Gateway.

Product

  • Cloudvue Gateway 23.9.x

Steps to Reproduce

  • Scan to add the camera or add by IP Address

Expected Results

  • Camera adds and is visible in Cloudvue

Actual Results

  • Camera fails to add with the following Error
  • The error message in part contains the following.
"Error: Command failed: cameras initialize '--manufacturer=ONVIF' '--model=Generic ONVIF Camera' ...

Solution

  • This issue was due to an incomplete update.
  • The fix is to manually run the nvr-cameras installer script
smartvue@TCG16K1:/opt/smartvue/services/nvr-cameras$ ./installer.sh
Categories
Plugin Knowledge Support ArecontPI Support exacqVision Server Products Logs

Arecont Camera 12176DN on firmware 65216 is Causing the Video Stream to Timeout

Description 

Arecont Camera 12176DN on fw 65200 is causing the video stream to time out and the stream is reconnecting. CGI access to the camera is fine.

Product 

  • Client Version: “22.03.1.0”
  • Server Version: “23.06.1.0”
  • Arecont Camera 12276DN on fw 65200

Steps to Reproduce 

Connect to the camera and let it record.
The video stream is timing out and the stream is reconnecting. CGI access to the camera is fine.

Expected Results 

Motion / Free run should not attempt to reconnect.

Actual Results 

There are constant gaps in recording when searching.

Solution

Roll back the FW to version 65129 on the camera.

Per Arecont-
According to our internal documentation, the only change from 65192 to 65200 was to properly provide a handshake response for digest authentication.  

AES-662

Waiting on PM to decide how to appropriately resolve this.
According to one customer they rolled back the FW on the camera and all the behavior seen prior resolved.

OPTIONS:

  1. Arecont write fw to support onvif —> impossible, never happen.
  2. Schedule a task to bring native plugin into spec with rest of plugins as a final step for legacy support as they themselves are moving to all onvif.
    Big lift. Proper thing to do.
  3. Try a hack in the plugin to allow increasing the buffer size with an override. –> small lift (< 1 week) with understanding this may unnecessarily increase memory usage on a system with a lot of arecont native. An override to make this a per camera impact.

 4)Give them some gratis licenses –> problematic, no way to specify what licenses are used for and they lose all motion recording functionality.

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products

Windows Server 2022 Showing Only One Network Card

Description 

Some Exacq NVRs built with Microsoft Windows Server 2022 only acknowledge one network interface, rather than two, when being configured out-of-box.

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Product 

Issue has been noted on BBE systems ASRock Industrial IMB-X1313 system boards, listed below.

  • Z-Series systems
  • Some A-Series systems, depending on the system options ordered

NOTE: Windows Server OS is an optional upgrade for many systems, so this will not apply to all systems listed above.

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Steps to Reproduce 

  1. Power on unit<br><br>
  2. Check Windows Device Manager for listed network interfaces<br><br>
  3. Check exacqVision Client Network Settings

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Expected Results 

All network cards are recognized and appear listed.

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Actual Results 

Only one interface is listed.

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Solution

Attempt solution starting with Step 9 first. If this still fails, repeat steps beginning with Step 1, which requires opening the system chassis.

  1. Power the system down gracefully using the shutdown option from the OS.<br><br>
  2. Unplug system and press the power button to drain any residual power off the board.<br><br>
  3. Open the system, locate and remove the CMOS battery from the system board. Wait 5 to 10 minutes before continuing.<br><br>
  4. Replace the CMOS battery.<br><br>
  5. Reconnect power to the system.<br><br>
  6. Power on the system.<br><br>
  7. Enter the system BIOS or Boot Option menu and boot to the UEFI partition.<br><br>
  8. Check for changes in recognition of the additional network interface(s). If no change, continue with next steps.<br><br>
  9. Restart the system and enter BIOS.<br><br>
  10. Open to the Exit menu and select Load Defaults.<br><br>
  11. Reboot and enter BIOS again, select the UEFI partition as the boot option.<br><br>
  12. Check Windows Device Manager and Network Settings to validate that the additional interface(s) are detected.

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AES-842 Has been created to investigate this.

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Additional Steps

Pull the logs from the UEFI

  1. Open CMD.<br><br>
  2. Enter the following:
    mountvol z: /S<br><br>
  3. Type cd z: and press Enter.<br><br>
  4. Type dir and press Enter.<br><br>
  5. Type cd EXACQ and press Enter.<br><br>
  6. Open File Explorer and locate the logs in the Z partition. This is hidden by default. If you make them visible using File Explorer options, be sure to set to hidden again after you are done collecting logs.<br><br>
  7. Collect the txt and xml files from the logs and add them to a newly created ZIP file to copy from the system.<br><br>
  8. When done collecting logs, return to CMD and enter
    mountvol z: /d
    to remove the temporarily mounted volume.

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Categories
Knowledge Support Support exacqVision Enterprise Categories Products

Enterprise Manager downgrade from 24.03 not supported

Description

Beginning with Enterprise Manager version 24.03.0.0 (or 23.09.124), downgrading will fail due the update of an underlying resource. We now utilize Django v3.2.23, which necessitated a change to the database schema. This will cause downgrade database migrations to fail.

Prior to upgrading from 23.09 or lower, it is recommended to complete a Backup. Instructions for scheduling a backup can be found in the exacqVision Enterprise Manager User Manual HERE.

NOTE: If you are using Postgres DB, you will only need the backup file. If using MS SQL, you will also need to create a DB backup utilizing Microsoft utilities. More information can be found HERE.

Categories
Knowledge Support Support Categories Products exacqVision Integrations

Guidance on Using USB Network Interface Adapters

On occasion, Exacq Support is asked about using a USB network interface (NIC) on their system. This is more frequently asked by those with smaller units which may have only one network interface and a user is attempting to add additional network interfaces to span networks or attempt to increase network throughput by bonding/teaming multiple NICs.

Regardless of the system model or size, Exacq does not support or test USB NICs.

Exacq Support will also not recommend any specific NICs for this usage. Even NICs connected externally using USB 3.0 or USB-C may encounter issues, therefore Exacq only supports internally connected network interface cards and does not troubleshoot issues with third-party devices added by users.

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Categories
Knowledge Support Support exacqVision Server Categories Products

exacqVision License Recovery

Description

An event, such as OS failure, requiring a reimage of your Exacq NVR may leave you with unlicensed exacqVision Server software. If you cannot locate a copy of the emailed license key from the time of purchase, or an exported copy of the .KEY file to use, what should you do?

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Import from Exacq.com

Perhaps the simplest method is to follow the steps below.

  1. Provide an internet connection to the system.<br><br>
  2. Open the exacqVision Client.<br><br>
  3. Select the cog wheel icon in the upper-left to enter the Configuration screen.<br><br>
  4. From the navigation tree along the left side, locate the server name and expand this option.<br><br>
  5. Beneath the server name, select Configure System.<br><br>
  6. On the System tab, locate the License area. Press the Import button and select ‘From exacq.com‘.<br><br>
  7. This method will automatically import the most recent license from Exacq. Note, that if the license key is expired you may need to change your installed exacqVision Server version to one released prior to the license’s expiration date.

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If the import fails or you are in need of other licensing information, contact Orders as directed below.

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Contact Orders

Orders may be contacted by phone or email. Please be prepared to offer the system’s serial number or licensed MAC address.

+1-317-845-5710 select option 3 for Orders when prompted.

exacqorders@jci.com

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