Description When a camera is added to a Cloudvue Gateway it is assigned to that specific Cloudvue Gateway in our cloud database. Attempts to add the camera to a different Cloudvue Gateway will fail with a message indicating that the camera “Already Exists”. Here are the appropriate steps to follow in the event a camera… Continue reading Moving Cameras Between Cloudvue Gateways
Category: Cloudvue
Cloudvue Technical Advisory Bulletin 202501
Cloudvue Mobile Supported Android Versions
Description Cloudvue Mobile v24.12 or higher is only supported on devices running Android Version 11 or higher. Product Solution Users running Android 10 or lower should update to Android 11 or higher.
Illustra Camera Fails to Add with Error Message “certificate has expired”
Description This error has been observed when adding illustra cameras to a Cloudvue Gateway. Product Steps to Reproduce Expected Results Actual Results Solution
Reboot Schedule For Illustra Essentials C2C Removed
Description As a result of Cron being unavailable on Illustra Essential cameras the reboot schedule is unavailable on these devices. Cloudvue Software versions prior to 24.12.x Incorrectly display the reboot schedule. Beginning with the release of Cloudvue Software version 24.12.x the reboot schedule will no longer be displayed. Product Steps to Reproduce Results Prior to… Continue reading Reboot Schedule For Illustra Essentials C2C Removed
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.
Axis P3353 Cameras Not Recording on a Cloudvue Gateway
Title Axis P3353 Cameras Not Recording on a Cloudvue Gateway Description It has been observed that while live images are visible the Axis P3353 is not recording. Product Steps to Reproduce Expected Results Actual Results Solution