Category: Cloudvue Cameras

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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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Cloudvue Cameras Knowledge Support Cloudvue Support Categories Products

Test

FW-DCM200-1.2.2-DCM200.pdf
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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.

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Knowledge Support Cloudvue Cloudvue Cameras 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
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Cloudvue Cloudvue Cameras Knowledge Support 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.

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Cloudvue Cloudvue Cameras Knowledge Support 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
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Cloudvue Networking Diagrams

Cloudvue Gateway

<br>

Cloudvue Camera to Cloud (C2C)

<br>

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Knowledge Support Cloudvue Cloudvue Cameras Support Categories Products

Cloudvue Manager C2C Disk Space

Description

The disk space section in Cloudvue Manager for C2C devices returns a listing of the partitions on the camera and the microSD card.
It is equivalent to running the Linux command df -h

SD Card Status

Green – Healthy

Ideally the SD card will show a status of green with a message of SD Card is Healthy. Also the Use% for /dev/sdcard1 mounted as /media/sd1 should be at or below 90%.

Red – No SD Card

If a microSD card has not been been inserted into the camera then the status will be red and the SD Card Message will say “No SD Card”. In addition there will not be a line for the mount point /media/sd1 listed in the disk space results.

Red – SD Card is not formatted correctly. Format it as vfat

While in this state the SD Card will not mount and video will not record to the SD Card. Verify the C2C is running the most recent version of Cloudvue Software and if not update. Reboot the device and check the status. If the issue persists then check the camera firmware version to see if an update is available. Update the cameras firmware.

Red – SD Card Unsupported

A status of Unsupported means that Health Check cannot read the status of the microSD Card.  This is typically because the card is either not manufactured by Western Digital or is a model which is not supported by Health Check.  It is not a statement as to the overall functionality of the SD card but if Health Check can check the status of the card.  Further investigation is needed to figure out if the card is working normally. 

Verification

To determine if the SD card is working normally.

  • Update the C2C device to Cloudvue Software version 23.09.x or higher
  • Run Health Check
  • Check that the SD Card Working section shows “true”
  • Check that the SD Formatted section shows “OK” /home/smartvue/smartvue_config/sd_formated:OK
  • Check that the SD Ownership section has an entry similar to drwxr-xr-x 4 smartvue sdcard 16384 Dec 31 1969 sd1
  • If these all check out then it is safe to assume the Unsupported message is because they are either using a micoSD card from a different manufacturer or it is a model of Western Digital that we are not familiar with.
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Cloudvue Cameras Knowledge Support Cloudvue Support Categories Products

Adding SCP to Illustra Essentials C2C Cameras

Description 

Illustra Essential cameras were manufactured by Topview and do not include scp (Secure Copy Protocol).  As a result, files cannot be easily transferred to or from the device.  The debug.sh script can be used to temporarily install scp onto the device enabling up/downloading of files.  While scp will not survive a reboot the debug script, debug.sh does and can be used to quickly add scp as needed.

Product 

  • Illustra Essential
  • Cloudvue C2C

Prerequisites

  • Confirm the device is a Topview manufactured camera
  • Verify that debug.sh does not already exist in /home/smartvue
  • Download the debug.sh script from the support portal HERE
  • Open the debug script in Notepad++ on your machine
  • Establish an ssh session via the Cloudvue Tunneling server to the camera

Solution

Identifying a Topview Camera

The  most common ways to identify Topview manufactured cameras are: 

  • In Cloudvue Manager (Device Details > Firmware Version) look for “Essentials”
  • Check the architecture, Topview  cameras use the MIPS architecture which can be found using the uname command on the device. 
  • </code># uname -a<br>Linux Essentials4-T10A212700003131 4.1.0 #6 PREEMPT Thu Nov 24 09:54:36 CST 2022 mips GNU/Linux</code>

Creating the Debug Script

Since there is no way to initially transfer the debug script to the device it will need to be manually created.  This is done by cutting and pasting the contents of the script from your machine to a new debug script file on the camera.  Please note the only text editor available on these devices is vi.

  • On the camera launch vi with the name of the script
  • <code># vi debug.sh</code>
  • Paste from Notepad++
    • Within vi
    • Press lowercase letter “o” to insert a line below the current line and go into edit mode
    • Press the up arrow key to move to the 1st line
    • Paste the entire contents of the debug.sh file from notepad++ on your machine to vi
    • Note: It will take some time for the paste to complete and it will occasionally pause.
  • Verify Accuracy
    • When the paste has completed verify that the last lines from Notepad++ match those pasted in vi
    • Failure – Last Line Does Not Match
      • Press the “esc” Escape key to exit “insert Mode”
      • Type “:q!” and press enter to force quit without saving any changes ‘
      • Attempt creating the debug script again
    • Success – Last Lines Match
      • Press the “esc” Escape key to exit “insert Mode”
      • Type “:wq” and press enter to open a vi command prompt, write the changes to file and quit vi

Running debug.sh

Before running the first time debug.sh must be made executable using the chmod command.

<code># chmod +x debug.sh</code>

  • Now Launch the script by proceeding the file name with “./”.  If all went well with the creation process debug.sh will run and a menu of choices will be displayed.
  • <code> # ./debug.sh <br>CHOICES:<br>0. print [h]elp<br>1. debug <br>[m]essaging<br>2. debug [r]ecorder<br>3. [R]estart camera or services<br>4. [i]nstall scp on Essentials<br>5. [q]uery iAPI<br>6. print/update [e]nvironment<br>7. [o]pen firmware logs<br>8. run [v]ideo sync<br>9. pretty-print [j]son<br>10. query camera re[b]oots<br>11. query local [d]atabase<br>12. bundle [l]ogs<br>Please select an option: 4<br>#</code>
  • Select option 4 and press enter to install scp on Essentials.
  • When successful no message is returned and debug.sh will terminate.
  • If scp is already installed the message “”scp already exists in path. Cancelling scp install…”” will be displayed and debug.sh will terminate.
  • Installation of scp can be confirmed using the which command.
  • <code># which scp<br>/bin/scp</code>

scp has now been successfully installed and files can be transferred using scp or other tools such as MobaXterm.