Category: Cloudvue

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Knowledge Support Cloudvue Cloudvue Cameras Support Categories Products

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 

  • C2C
  • IFS08D2OCWITB / TCCFS08D04032 Illustra Flex2 4k Dome
  • IFS08B2ONWITB / TCCFS08B06032 Illustra Flex2 4k Bullet

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 the cameras microSD card or to the cloud.

In addition the following errors were present in the camera firmware logs

Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1276) mpResourceControllerValidateVideoClient: Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1277) Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtpstream.c:1114) [0x59a14ee8] rtp_streamGetInfo...rtp_streamQueryFrameConfig failed
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1641) [0x599f7190] rtsp_sessionDescribe - failed to get info for video stream [0x59a14ee8]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1701) [0x599f7190] rtsp_sessionDescribe - unable to describe
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsrv_rtsp.c:277) [0xfa23e4] RTSP Session [0x599f7190] Unable to DESCRIBE, IP [127.0.0.1]

The camera started recording after the firmware was updated to Illustra.SS004.01.09.06.0003 (Flex Gen2). This is a beta firmware version and should NOT be given out to customers but can be deployed by support when needed.

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Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Cloudvue Access Control Categories Products

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:

  • Partner:
  • Account:
  • Device MAC Address(es):
  • Device Model(s):
  • Contact Name
  • Contact Phone #
  • Contact Email
  • Shipping Priority:
  • Shipping Address:
  • Description:

IMPORTANT:  Since the RMA case will be assigned to Neal Johnson make sure to follow the Salesforce Case so you will get notifications when emails are sent to the RMA case.

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Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

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 

  • Cloudvue Gateway

Solution

The basic steps are:

  • Stop the nvr-recorder service
  • Launch the smv-recorder directing the output to a text file
    • Allow smv-recorder to run for 30-60 seconds
    • Stop smv-recorder by pressing Ctrl+C
  • Start the nvr-recorder service
  • Review the output file for errors or warnings

Example

Tech Tip: 

Support Diagnostics also captures this information in the Smartvue-smv-record.log section.

Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

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 

  • CVG
  • Axis P3353

Steps to Reproduce 

  • Add an Axis P3353 camera as using Device Model (Axis-Camera)
  • Confirm Live video can be viewed
  • Attempt to playback archived video

Expected Results 

  • Archived video is retrieved and plays

Actual Results 

  • Archived video is not retrieved and a “no archive found ” message displays

Solution

  • Use the cameras Web GUI to check the Image Resolution settings (Setup > Video Stream > Image)
  • If the Resolution shows (not supported) the Cloudvue Software will fail to open the input and recording will fail
  • To correct, click the dropdown and select the highest available resolution 800×600
  • Repeat this change for each camera
  • Restart the Cloudvue Gateway
  • Verify that video is now being recorded
Resolution Not Supported
Valid Resolution
Categories
Knowledge Support Cloudvue Cloudvue Cameras Support Categories Products

Test

FW-DCM200-1.2.2-DCM200.pdf
Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories Products

Prompted to “Checkout” When Saving Cloudvue Subscriptions

Description 

When using a global admin staff account I am being prompted to CHECKOUT and provide credit card information when updating camera subscriptions.

Product 

  • C2C
  • Cloudvue Gateway

Steps to Reproduce 

  • Access device via Cloudvue Manager
  • Expand Subscriptions
  • Apply desired subscription to all cameras
  • Click SAVE SUBSCRIPTIONS button

Expected Results 

  • SAVE SUBSCRIPTIONS button is displayed and subscriptions are saved when clicked

Actual Results 

  • CHECKOUT button is displayed and Credit Card Information is required

Solution

Check the Partners FIN Type. If the partners FIN Type is set to Stripe then the end user will need to use Cloudvue.com or Cloudvue Mobile to apply the subscriptions themselves and provide a credit during checkout.

See AES-995 for additional details.

Categories
Cloudvue Cameras Knowledge Support Cloudvue 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
Cloudvue Cameras Knowledge Support Cloudvue 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 Cloudvue 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
Cloudvue Cameras Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Unable to Remove Cloudvue Custom View User

Description

Custom view users cannot be removed from a view as the checkbox for their user name will be dimmed and cannot be unchecked to deselect the user.

Product

  • C2C
  • Cloudvue Gateway

Solution

The user who initially creates a custom view becomes the owner of the view i.e., “Custom View owner” and cannot be removed from the view as the checkbox for their username will be dimmed and cannot be unchecked to deselect the user.

Currently there is no method through Cloudvue or Cloudvue Manager to switch this ownership of a view to another user. 

In the event a customer runs into this issue you will need to create an AES ticket requesting engineering run a script  deleting the current owner of the view(s) and assigning a new owner.

Additional Information

  • AES-725 – [CV] Unable to Remove View Only User
  • AESW-9098 – Cloudvue – SQL for changing the owner of custom views
  • KB#13393 – Cloudvue Custom Views
  • KB#13403 – Cloudvue Custom View Users