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Knowledge Support Plugin Support exacqVision Server Products Logs SamsungPI

Hanwha PNM-C32083RVQ Connection to Server and Motion Stops Working

Description 

Hanwha will not allow motion to work properly with Exacq Server 24.09.4.0 as long as the camera is on fw 23.01.04-20240417-R929 due to a NTP issue found. Another issue reported is the connection status will throw errors to indicate it is not connected properly.

NOTE:
FW 23.01.01 obtained from Hanwha (which will be the official release 23.01.5) will allow Hanwha vision plugin to be used to connect and records on motion if SV/CV is 24.09.04.0 and above.

Product 

  • Hanwha PNM-C32083RVQ fw 23.01.04-20240417-R929
  • exacqVision Server 24.09.4.0

Steps to Reproduce 

Update server to 24.06.2.0.
Connection to camera will display an error and not connect properly.
Motion will stop working.

Expected Results 

Camera should connect and Motion should work.

Actual Results 

Camera will show a connection status error and Motion does not work.

Solution

Exacq has provided a resolution with a work around but updating Server to 24.09.4.0 or higher will need to be performed. Additionally you will need to apply the NTP workaround seen below until Hanwha updates the firmware.

Hanwha has a new issue with setting the NTP server on some newer firmwares that crashes the server and displays a Bad Gateway 502 error in exacq. We make that call on Add or Enable.

Workaround:

If before adding the camera, we go into the date/time page in the camera Web Page and put the IP address of the Exacq Server in the first NTP server blank. Then the plugin determines it is already set and continues on to next cgi and connects video. This is resolved in Server 24.09.4.0.

FW 23.01.5 Will be release by Hanhwa that will house the NTP fix. Until that time of release please use the proper work around or contact Hanwha for appropriate FW.

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Categories
Knowledge Support Support exacqVision Server Products

Auto Export fails to Close File

Description 

We have seen reports of the Auto export not finializing. ExacqServer Versions 20.12, 22.12 and 23.06 are all working as expected.

Updating to ExacqServer 23.09 it fails to close the file… resulting in a partial file that core.exe is still holding onto and there is no video in the player when attempting to playback the file.

Below are some photos of the errors seen during the auto export process that would appear.

The write progress will seem like its done with the progress bar but nothing seems to be compiled properly.

Failure of playback errors seen below:

Product 

Define which product(s) this article applies to bulleted list recommend if more than one.

  • Exacq Server Windows and Linux
  • exacqVision Server 23.09 and 24.03 and above.

Steps to Reproduce 

If server is updated to 23.09 and 24.03 official release and start the auto export the process will not complete properly.

Expected Results 

Auto Export should function as it was on Server Versions 20.12,22.12, and 23.06 official releases.

Actual Results 

Auto export fails to close the file resulting in a partial file that core.exe is still holding onto and no video in the player when attempting to playback.

Solution

Roll back to 23.06 will allow the auto export to function properly.
AES-902 ticket is finalized and will in official release of 24.12 in December of 2024.

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Categories
exacqVision Client Windows exacqVision Client Linux x64 Knowledge Support Support exacqVision Client

Remote Connections node not visible in ExacqVision Client

Some ExacqVision Client users report being unable to see the “Remote Connections” tab in some Environments.

NOTE: This is typically an Operating System or Domain permissions issue.

Products 

  • ExacqVision Server Version 24.09.4.0 and up.
  • ExacqVision Client Version 24.09.3.0 and up.

Steps to Reproduce 

In a restricted environment, or with a restricted user, launch the ExacqVision Client from the Desktop Icon, or folder.

Expected Results 

When signed in as an administrator to the ExacqVision Client software, the “Remote Connections” tab is visible in the navigation tree.

Actual Results 

The “Remote Connections” node does not populate in the navigation tree as expected, even when signed into the ExacqVision Client as an administrator.

Solution

Windows:
Right-Click the icon and select the option to “Run as Administrator” or, if the option exists, “Run as Elevated”.

Linux:
Invoke the ExacqVision client with sudo commands or as the root user.

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Categories
exacqVision Server Linux x64 Support exacqVision Hardware

Some Exacq Ubuntu images may disable Unattended-Upgrades package features by default

Ubuntu’s unattended-upgrades commands and package features may not work as expected when using an Exacq Ubuntu image on ExacqVision hardware. By default on Ubuntu Exacq images, unattended-upgrades package features are purposely disabled from running due to the potential of losing video – and how the use of this feature cannot guarantee uptime of the ExacqVision Server software host.

This unattended-upgrades package is usually intended to install security updates automatically, by default, so that machines that are not proactively maintained do not become a liability.

For more information regarding ExacqVision’s stance on updating or upgrading operating systems on ExacqVision NVRs please see:
https://support.exacq.com/#/knowledge-base/article/5144

Product 

  • ExacqVision Server Hardware
  • ExacqVision Server Software
    Ubuntu Operating Systems only.

Step to Reproduce 

Schedule unattended-upgrades package features as listed by Ubuntu documentation.
See: https://ubuntu.com/blog/3-ways-to-apply-security-patches-in-linux

Notes:
The unattended-upgrades package is over a decade old, and is enabled by default on all currently supported versions of Ubuntu offered directly from Ubuntu. The ExacqVision image is configured differently, with this disabled as to prevent loss of video.

Expected Results 

Unattended-upgrades package features should work as expected when scheduled.

Actual Results 

Unattended-upgrades package features fail without dialogue.

Solution

1) Run the terminal commands below:

sudo apt-get -y install unattended-upgrades

sudo apt-get install apt-listchanges

sudo dpkg-reconfigure –priority=low unattended-upgrades

2) Create and/or edit the file at /etc/apt/apt.conf.d/10periodic and /etc/apt/apt.conf.d/20auto-upgrades with the following:

APT::Periodic::Enable “1”;

APT::Periodic::Update-Package-Lists “1”;

APT::Periodic::Download-Upgradeable-Packages “1”;

APT::Periodic::AutocleanInterval “1”;

APT::Periodic::Unattended-Upgrade “1”;

3) Run the following terminal commands:

systemctl unmask apt-daily.service

systemctl unmask apt-daily-upgrade.service

systemctl enable apt-daily.service

systemctl enable apt-daily-upgrade.service

4) sudo systemctl edit apt-daily-upgrade.service

Edit and Comment out “ExceStartPre=” line,

repeat this action for:

sudo systemctl edit apt-daily-upgrade.service

5) Run the following terminal command:

sudo systemctl daemon-reload

6) Run all of the following terminal commands in order listed:

systemctl enable apt-daily.timer

systemctl enable apt-daily-upgrade.timer

systemctl start apt-daily.timer

systemctl start apt-daily-upgrade.timer

systemctl start apt-daily.service

systemctl start apt-daily-upgrade.service

7) systemctl list-timers to see if the timers are active and when they run next

8) tail -n 100 /var/log/unattended-upgrades/unattended-upgrades.log to see if it ran at the time start service was ran

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Categories
Knowledge Support Support exacqVision Client exacqVision Server

Allibi Camera ALI-PZ40-UZAI PTZ is disabled by default on 23.06-24.03

Description 

Cameras are not able to switch to Serial IP under Mechanical tab.
Looking at the Onvif plugin the PTZ for the camera was set to “0”
We could not enable it in the client. When attempting to set the serial to IP in the mechanical PTZ tab, it would flip back to the Serial Port to OFF.

The camera icon in the camera list would also show up as a bullet icon at first.
After editing the onvif xml the icon would switch over to a PTZ icon and the Serial option for IP would save properly and allow PTZ to function.


Product 

  • Microsoft Windows Server 2019 Standard 64-bit 10.0.17763
  • TESTED ExacqServer Version: 23.03, 23.09, 24.03, possible 24.06 and 24.09 official releases.
    Camera Firmware FW CIPC-B2501.1.77.C007180.NB.230628

Steps to Reproduce 

Add camera to Server
Navigate to camera settings page and click on the Mechanical PTZ tab.
Change Serial from off to IP.
The setting will revert back to OFF.

Expected Results 

PTZ should be available to these cameras.

Actual Results 

You can not configure them with out the workaround below.

Solution

The only way to get PTZ to work after updating to 24.03 was to edit the onvif xml

After the update to 24.03 Server the default setting in the ONVIF xml was set to
<PTZ Supported=”2″ Enabled=”0″>
To fix please do the following.

  1. Stop exacqServer service and edit the Onvif.xml.
    Make sure to open Notepad++ or Notepad as a ADMIN first and then navigate to the following location:
    C:\Program Files\exacqVision\Server
    Select the File onvifnvcpi.xml
    By holding Control button and hitting the F key, you can search for the IP address of the camera in question.

    Look for the following in the XML for each camera on the system:

    <PTZ Supported=”2″ Enabled=”0″>

    CHANGE IT TO:

    <PTZ Supported=”2″ Enabled=”1″>
    SAVE THE FILE in your TEXT EDITOR
    Start the ExacqServer service.
    PTZ option should now be set to IP for the Mechanical PTZ option in the camera setting page. It might be needed to select IP in the drop down menu again, but from testing we did that was not the case.

    NOTE: This might be affected still on version 24.06 and 24.09 official releases as well.
    AES-922
    This is still being investigated by engineering. but is a work around to allow the PTZ to function as it should.

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Categories
Knowledge Support Support exacqVision Server Products

Pelco SMLE1-15V5-3h Motion Events are not Received by Exacq

Description 

The Pelco SMLE1-15V5-3h does will not record or see last motion events in exacq client/ server.
Both Firmware’s were tested and work with the override.
4.80.0.24(F722c136)
and
fw 4.86.0.20(7a7d6563)

Product 

ExacqVision Server 24.03.7.0 – 24.09.4.0

Steps to Reproduce 

Set up motion in the cameras gui for each head in the camera to enable motion events.

Expected Results 

Exacq should receive Motion Status events and record.

Actual Results 

Motion Events are not seen by exacq while camera is sending motion events, and Exacq does not record. Continuous Recording Does work.

Solution

Update the Server to Build 24.09.175706.0 x64.
In IP Cameras add the override of
#Config=dynamic
AES-1069
This will be addressed in a future official release to remove the need for the overrides when adding these cameras.
Until them please update to server and use the overrides as needed.
T2 support will need to be involved in transferring the build version exacqVisionServer_24.09.175706.0_x64 to the customer system and to install.

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Categories
Knowledge Support Support exacqVision Server Categories

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 service.

  1. Check the exacqVision Server directory for frpc.exe
  2. If frpc.exe is missing it may have been removed by antivirus software.
  3. If frpc is present, it may also be blocked from an antivirus software application.
  4. Create an antivirus exception for frpc.exe within the directory and reinstall the exacqVision Server application over the top of the existing install.
  5. Confirm frpc.exe is not removed and is running.
  6. Disable and re-enable Remote Connectivity for the system.

NOTE: Make sure to add the file location to the exceptions:
file: C:\Program Files\exacqVision\Server\frpc.exe

Check the Client to make sure FRPC shows up properly in the plugin section.

If FRPC does not show up in the server folder- restart the exacq Server Service.

Check the install path as well to make sure that FRPC is in the server folder.

If FRPC does not show up in the server folder- reinstall the software.







Disabled: SBS: listener stopped 13-Received RST_STREAM with error code 2

Likely caused by a networking issue.

connect failed 14-Received http2 header with status: 502

connect failed 14-Received http2 header with status: 503

502/503 are HTTP response codes indicating a switchboard error.

A command for windows can be ran to see if the server can reach the switchboard properly. Some Firewalls might not be able to reach the switchboard properly and would need the inbound and outbound rules set up properly to reach this url.

We have seen a few cases receiving this error prior to resolving the switch routing.
connect failed 14-Received http2 header with status: 502

Run Powershell as ADMIN and run the following command.
tnc -p 443 switchboard-prod.exacqiq.com

In most cases we have found that restarting the services and disabling and re-enabling the servers affected in the Remote Connectivity section of the client will allow them to connect properly seen below.


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Categories
Software Categories exacqVision Server Windows Technical Advisory Bulletins Other exacqVision Server Categories Products

Technical Bulletin: Installing Additional Languages for Windows 11

Exacq_Technical-Bulletin_TB-00456-00-241004.pdf

Technical Bulletin – TAB Number: TB-00456-00-241004

Date Issued: 4th October 2024

Issue

Required language is not included in list of pre-installed languages.

Solution

Add a language to the list of preferred windows display languages.

Procedure:

  1. Click Start and in the Search for apps, settings and documents bar, type language settings.<br><br>
  2. Click Language settings, then click Add a language.
    <br><br>
  3. On the Choose a language to install page, select the required language, then click Next.
    <br><br>
  4. On the Install language features page, select your required preferences, then click Install.
    <br><br>
  5. When the language download is complete, you are prompted to sign out and sign in to complete the installation.<br><br>
  6. When you sign in, your new language is available on the Language and region page as a Windows display language.<br><br>

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Continuous improvement statement

As with all processes defined by the Exacq Technical Services Group, this document is intended to be a work in progress. Further refinements and suggestions are welcome and should be sent in writing to the email address listed below.

Contact information

Contact Address: Video-Support@jci.com

Initial publication: 4 October 2024

Information furnished by Exacq is believed to be accurate and reliable. However, no responsibility is assumed by Exacq for its use, nor any infringements of other rights of third parties which may result from its use. No license is granted by implications or otherwise under any patent rights of Exacq.

©2024 Johnson Controls. All rights reserved. JOHNSON CONTROLS and EXACQ are trademarks of Johnson Controls.

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Categories
User Guides Documentation exacqVision Client Categories Products

Motion Event PTZ Presets with the Axis M5000-G in exacqVision

Overview

The Axis M5000-G PTZ camera is a multi-sensor camera containing three stationary wide-angle lenses around the circumference of the camera body and one center-mounted PTZ lens. This guide is intended to help users automate the positioning of the PTZ lens upon events, such as motion detection.

Requirements

  • Axis M5000-G PTZ camera, with firmware 11.10.61 or higher
  • exacqVision Server 24.09 or higher

NOTE: While this article is written specifically with the M5000-G PTZ in mind, the setup of Event Linking to reposition PTZ cameras based on the motion detection from other sensors, and even other cameras, can be used with any capable devices.<br><br>

Camera Configuration

  1. Log into the camera’s web browser interface.<br><br>
  2. Configure the initial user credentials as required, if you have not already done so.<br><br>
  3. Open the PTZ menu. You may configure the PTZ presets within the camera on the Preset Positions screen, or choose to configure presets within exacqVision at a later stage.
    <br><br>
  4. If desired, configure the range of motion for the PTZ turret on the Limits screen within the camera. These settings cannot be configured within exacqVision. See the device’s help file or manual for details on setting PTZ limits.
    <br><br>
  5. The Motion tab within the PTZ settings configures the behavior of the camera during motor movement of the PTZ turret. Motion detection may be configured within the Video Motion Detection application under the Apps menu.
    <br><br>

Connecting the Camera to exacqVision

Use the AXIS VAPIX option from the Device Type menu when adding the Axis M5000-G PTZ camera.

Refer to the exacqVision Client User Manual or watch one of our videos on how to Add IP Cameras for the steps to connect the camera to your exacqVision Server.<br><br>

Motion Detection

If you chose not to configure motion detection zones within the camera, do this now for use in the next steps.

  1. Expand the left-hand navigation tree under Camera Recording.<br><br>
  2. Select the sensor to be configured. When adding the M5000-G PTZ camera to exacqVision, each sensor appears individually on the navigation tree as a separate camera.<br><br>
  3. On the Camera Settings page for the selected sensor, use the Display tab to change the Name. You may find it helpful to identify each sensor and which one is the PTZ. This will be useful in later steps.
    <br><br>
  4. Use the settings on the Motion tab to define the motion detection regions within the sensor’s field of vision. You may need to adjust the sensitivity, percentage, and time to trigger settings to best suit your installation environment.
    <br><br>

PTZ Presets

When adding the M5000-G PTZ camera to exacqVision, each sensor appears individually on the navigation tree as a separate camera with the PTZ turret as the first one. A preset is a saved position and field of view that can be used to quickly point the PTZ lens to a specific region of interest such as a display or locked cabinet.

  1. Expand the left-hand navigation tree under Camera Recording.<br><br>
  2. Select the PTZ sensor.
    <br><br>
    NOTE: Due to this camera reporting to exacqVision that it is a PTZ camera all sensors will display a Mechanical PTZ tab, but there are no motors associated with the non-PTZ sensors.<br><br>
  3. On the Camera Settings page for the PTZ sensor, select the Mechanical PTZ tab, then choose the Presets tab beneath it.
    <br><br>
  4. If you configured PTZ Presets within the camera they will be shown in the Presets panel.<br><br>
  5. Create new Presets by using the Pan/Tilt and Zoom controls to position the camera’s field of view as you’d like, then press the New button to Name your preset before selecting the Apply button to save your changes. Presets may also be removed by selecting them from the list and pressing the Delete button. <br><br>
  6. In the example below, we have created a preset to display a file cabinet after creating a motion detection region for this area on Sensor 3. This may just as easily be focused on a specific entry way, display case, or any other object of interest.
    <br><br>

Using Event Linking to Move the PTZ on Motion Events

PTZ presets may be activated manually by those monitoring exacqVision, but can become more powerful tools when automated. In the next steps you will configure exacqVision to direct the PTZ turret of the M5000-G camera to preset locations when motion is detected by the stationary lenses. You may even choose to activate a preset when motion is detected by other cameras nearby.

  1. From the left-hand navigation tree in the exacqVision Client, select Event Linking.<br><br>
  2. Begin by pressing the New button near the bottom of the window.<br><br>
  3. From the Event Type panel on the left, select Video Motion.<br><br>
  4. Use the Event Source panel to locate and select the first of your stationary camera sensors.<br><br>
  5. From the Action Type panel in the center-right of the window, select PTZ Preset.<br><br>
  6. Using the Action Target panel, select the name of a preset configured for a region within the sensor’s field of view.<br><br>
  7. Press Apply to save your changes.<br><br>
  8. You’ve now configured the system so that when motion is detected by the first sensor it will reposition the PTZ turret to examine an area within that sensor’s field of view with greater detail.
    <br><br>
  9. Press the New button again to repeat Steps 3-6 for each sensor and preset combination.
    <br><br>
  10. The following images show the Live view of all four sensors from the camera in Live viewing mode. The stream from the PTZ turret sensor is shown in the upper-left corner and moves to the file cabinet when motion is detected.
    <br><br>
    <br><br>

If you have a secondary camera nearby configured for motion detection or AI driven Object Classification, you may also select these using the Event Types (Video Motion or Analytics), then select the other camera from the Event Source window. Event Linking may combine other event types as well to take a PTZ Preset action, such as Serial Profiles to position a PTZ lens towards a cash register during sales transactions, or Input Triggers to position the lens towards a door when opened. See our Event Linking Video for more information, or refer to the Related Articles section below.

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Related Articles

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Categories
Knowledge Support Support Categories exacqVision Hardware Products

Adjustments for Loud Fan Complaints

Description

Some users with newer exacqVision server hardware have complained of their systems having louder than expected system fans.

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Product

  • A-Series 2A
  • A-Series 2A Hybrid
  • A-Series FA
  • A-Series FAR
  • Q-Series Desktop
  • Q-Series Desktop Hybrid

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Steps to Reproduce

No specific steps are needed to reproduce since this was a factory setting.

  1. Enter BIOS by rebooting the system and pressing F2 prior to booting. The default BIOS password is ‘admin256’.
  2. Use the arrow keys to navigate to the ‘H/W Monitor‘ screen. The default settings are displayed below.

A-Series 2A & Q-Series Models

A-Series FA & FAR Models

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Solution

  1. If you have not already done so, enter BIOS by rebooting the system and pressing F2 prior to booting. The default BIOS password is ‘admin256’.
  2. Use the arrow keys to navigate to the ‘H/W Monitor‘ screen.
  3. Use the arrow keys to highlight each of the fan settings according to your server model, pressing Enter to change them, to match those illustrated below.
  4. When settings changes have been completed, use the keyboard arrows to navigate to the Exit screen, then select ‘Save Changes and Exit‘ to reboot the system with these changes in effect.

A-Series 2A & Q-Series Models

A-Series FA & FAR Models

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