Description This article outlines the steps to troubleshoot situations where the CloudVue device cannot be seen on CV manager. The procedure covers verifying the NVR’s local output, checking for errors at the OS level, and confirming that the required network and internet access are available. Troubleshooting Steps 1. Check Local Access on the NVR If you are unable… Continue reading CV OnSite Troubleshooting
Category: Cloudvue Access Control
CV Port Tester Tool
Description The CloudVue Port Tester Tool is used to verify that all required ports and URLs are open for proper connectivity to CloudVue. If any required ports are blocked, the NVR may be unable to establish a connection. Steps to Use the CV Port Tester Tool Expected Results A successful test will display results similar to the following: If any… Continue reading CV Port Tester Tool
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 23.9 Release Notes
Cloudvue Access – Allowing Bluetooth permissions
Description When using Cloudvue Access to allow opening of doors in near by the application needs to have permission to use bluetooth Product Cloudvue Access Steps to Reproduce Expected Results You see all doors near by Actual Results No doors are seen in near by but location tab shows all doors Solution You need to… Continue reading Cloudvue Access – Allowing Bluetooth permissions
Cloudvue Release Process
Description The Cloudvue release process involves multiple components and regions. In addition to the cloud software there are C2C, Cloudvue Manager, Cloudvue Mobile and Cloudvue Access. Generally, software will release to NA first and if no issues are detected to EMEA and AU a few days later. This pattern is followed for each component with… Continue reading Cloudvue Release Process
Changing The Cloudvue Account for a KT-1 Access Controller
Description Account changes cannot be made through Cloudvue Manager. A ticket will need to be raised with engineering so they can make the necessary changes in the cloud database. Product Solution See AES-497 for an example.
Adding a Kantech KT-1 with ioSmart Reader to Cloudvue
This video will walk you through connecting a Kantech KT-1 controller using an ioSmart Reader to Cloudvue. Be sure you have followed the steps in a separate video on configuring the KT-1 Controller for Cloudvue Mode before proceeding. <br>
Kantech ioSmart Reader Firmware Update Tool
This video walks users through the process of updating the firmware of ioSmart Readers using the ioSmart Reader Firmware Update Tool over an RS-485 connection. <br>
Incorrect Data Centre Registering KT-1 to Cloudvue
Description When converting a KT-1 to Cloudvue mode sometimes the datacenter does not save to the correct location. Product Steps to Reproduce Expected Results Data centre is saved as EMEA or AU Actual Results Data centre still says North America and it is not on any data centre Solution Ensure the KT-1 is on FW… Continue reading Incorrect Data Centre Registering KT-1 to Cloudvue