Category: Cloudvue Gateway

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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.

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

Unable to log into Cloudvue

Description 

Unable to log into Cloudvue shows as password is incorrect when it is not.

Product 

Cloudvue

Solution

Please open the broswer as In Private or Incognito Mode

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Cloudvue Cloudvue Cameras Quick Start Guides Cloudvue Gateway Documentation Categories Products

Cloudvue Networking Diagrams

Cloudvue Gateway

<br>

Cloudvue Camera to Cloud (C2C)

<br>

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Knowledge Support Cloudvue Cloudvue Gateway Support Categories

Installing storcli on a Cloudvue Gateway

Description

In order to interact with the RAID controller on a Cloudvue Gateway you must first install storcli.

Products

  • Cloudvue Gateway with RAID Controllers

Steps

Verification

Confirm RAID Controller Present

Use lshw to determine if a RAID Controller is present. If no results are returned then there is no RAID controller detected, thus no reason to proceed.

sudo lshw | grep -i RAID

Verify storcli is Not Installed

The following commands can be used to determine if storcli has already been installed.

which storcli
sudo find / -name storcli

Install storcli

Prep and Download Package

Update Ubunutu and download storcli

sudo apt update
mkdir Downloads
cd Downloads/
wget https://docs.broadcom.com/docs-and-downloads/raid-controllers/raid-controllers-common-files/1.23.02_StorCLI.zip

Install unzip

Install unzip and unzip storcli

sudo apt install unzip
unzip 1.23.02_StorCLI.zip
unzip storcli_All_OS.zip
cd storcli_All_OS/

Install Alien and storcli

Alien is a command line package converter. It is used to convert the storcli rpm package downloaded earlier to a deb package allowing us to install storcli using dpkg.

sudo apt install alien
cd Linux
sudo alien --scripts storcli-1.23.02-1.noarch.rpm
sudo dpkg -i storcli_1.23.02-2_all.deb

Setup Symbolic Link

For ease of use find the storcli install and then create symbolic linking allowing the storcli to be launched from any folder.

sudo find / -name storcli
cd /opt/MegaRAID/storcli
sudo ln -s /opt/MegaRAID/storcli/storcli64 /usr/local/sbin/storcli

Verify Installation

Use the which and find commands to confirm that storcli is installed.

which storcli
/usr/local/sbin/storcli

sudo find / -name storcli
/usr/share/doc/storcli
/usr/local/sbin/storcli
/opt/MegaRAID/storcli

Common storcli Commands

While there are many storcli command the following are typically the most useful when analyzing the current state of the array and physical drives

Silencing the Alarm

sudo storcli /c0 set alarm=silence

Show an Overview

sudo storcli show all

Show Detailed info for a specific controller

sudo storcli /c0 show

Show Details For All Physical Drives

sudo storcli /c0 /eall /sall show all

Additional StorCLI Controller Commands can be found on Broadcoms website at https://techdocs.broadcom.com/us/en/storage-and-ethernet-connectivity/enterprise-storage-solutions/12gbs-megaraid-tri-mode-software/1-0/v11673309/v11673749.html