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Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories

Correcting Error: Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif

Description

Prior  to the release of Cloudvue version 23.9 the error message “”Error:  Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif’” could appear  when trying to add cameras to a Cloudvue Gateway.

This will be fixed with the release of 23.9.x.

Products 

  • Cloudvue Gateway v 22.9.x and older
  • Hikvision
  • Illustra
  • ONVIF

Steps to Reproduce 

Add a new camera either by scanning or by IP.

Expected Results 

Camera adds to the system.

Actual Results 

Camera does not add and displays the error “Error: Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif”.

Solution

  • gain ssh access to the Cloudvue Gateway
  • replace “jci-internal” with “jci-products” in the files /opt/smartvue/services/nvr-cameras/onvif/index.js and /opt/smartvue/services/nvr-cameras/probe.js
  • This can be done by manually editing the files or with the following commands:
  • <code>sed -i ‘s/@jci-internal/@jci-products/g’ /opt/smartvue/services/nvr-cameras/onvif/index.js</code>
  • <code>sed -i ‘s/@jci-internal/@jci-products/g’ /opt/smartvue/services/nvr-cameras/probe.js</code>

Related to AES-711 “CV – Illustra IFS16-M10-BT03 fails to add to GW with error – cannot find module ‘@jci-internal/acvs-cloudvue-onvif'”

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Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories Products

Error: Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif

Description

Prior to the release of Cloudvue version 23.9 the error message “”Error: Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif'” could appear when trying to add cameras to a Cloudvue Gateway.

This will be fixed with the release of 23.9.

Products 

  • Cloudvue Gateway v 22.9.x and older
  • Hikvision
  • Illustra
  • ONVIF

Steps to Reproduce 

Add a new camera either by scanning or by IP.

Expected Results 

Camera adds to the system.

Actual Results 

Camera does not add and displays the error “Error: Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif”.

Solution

  • Use Cloudvue Manager to Update the Device
  • If the version is 23.9.x or higher then try to add the camera again
  • Otherwise, contact Cloudvue Support, they will help you in getting a support case started which will be escalated to L3 support who can remotely resolve the issue. 
Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories

Manually Updating Smartvue Software on a Cloudvue Gateway

Description 

At times it may be advantageous to manually apply production versions of Smartvue on a Cloudvue Gateway.  Here are the instructions for obtaining, transferring, deploying, and verifying that software.

Product

  • Cloudvue Gateway

Solution

  • Download the latest smartvue production software version from the support portal HERE
  • Transfer  the file to the Cloudvue Gateway
    • Note: Typically MobaXterm is used to transfer the smartvue software package to a Cloudvue Gateway but rsync can also be used, see KB #18254 for more details.
  • Rename the file to SmartvueCurrent.tar.bz2
  • Extract the tar ball to root using the command sudo tar -xf SmartvueCurrent.tar.bz2 -C /
  • Change directory to /smartvue and run the update script ./update.sh
  • Reboot
  • Verify version

Example

Categories
Cloudvue Knowledge Support Cloudvue Gateway Support Categories Products

Cloudvue Gateway Camera Integrations

Description 

Traditionally Cloudvue has focused on individual API integrations for cameras connecting to the Cloudvue Gateway. However, there are just too many camera manufactures to integrate with each. So, except for Illustra and Axis we rely on integrating with ONVIF Profile-S compliant cameras.

Customers that would like a specific API camera integration should submit their requests online at https://www.cloudvue.io/support-camera-integrations.  The request will be reviewed, and feedback provided.

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

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 C2C and Cloudvue Manager released together.   The complete release cycle can take several weeks before all components to be completed.

Cloud

Engineering must  supply a cab file containing all the cloud components such as OS, Database, anything that runs in the cloud to the SRE team for approval.  Once approved it is then implemented by region, replacing all current Cloud components. 

You can view the release summaries outlining what enhancements, fixes and integrations have been made by logging into Cloudvue Manager and going to https://dashboard.cloudvue.com/releases

Cloudvue Gateways

When available software updates can be manually applied to individual Cloudvue Gateways via Cloudvue Manager.  In addition, Engineering can automatically push update to Cloudvue Gateways using the release manager.    https://dashboard.cloudvue.com/releases/manage

C2C

Software updates for C2C devices are like Cloudvue Gateways with the exception that the updates are not automatically pushed.  C2C devices must be manually updated.

Cloudvue Mobile

Software updates for Cloudvue Mobile are made available through the appropriate play store.

Cloudvue Access

Cloudvue Access consists of the mobile application which can be updated through the appropriate play store and the KT-1 controller software and firmware which can manually be updated from the devices page in Cloudvue Manager.

Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Using Rsync to Transfer Files to a Cloudvue Gateway

Description 

At times it may be necessary to move files to a Cloudvue Gateway and while other tools such as SCP or MobaXterm can usually manage the job, rsync can track progress and resume after an interruption which can be particularly useful when transferring large files like the latest Cloudvue software or on slow or unstable connections.

Product

  • Cloudvue Gateway

Solution

The command structure is:

rsync -p -e ‘ssh -p [PORT]’ [PATH/FILENAME] smartvue@[IPADDRESS]:/home/smartvue
  • -P  option will force rsync to show a progress bar and keep partially transferred files. 
  • -e  option allows you to specify a different listening port on the remote host
  • ‘ssh – p [PORT]’  Specifies that ssh be used through a specific port number, use 7627 if local or whatever port was assigned in Cloudvue Manager when setting up the tunnel
  • [PATH/FILENAME]  The local path and  file name to be transferred
  • [IPADDRESS]  The IP address of the Cloudvue Gateway, the LAN IP if local or localhost when tunneling
  • :/home/smartvue  The smartvue home folder on Cloudvue Gateways

Note: When tunneling you must first establish the tunnel. You will then need to open a 2nd instance of WSL or terminal to run the rsync commands.

Examples

In the following examples a file named “22.9.2-smartvue-x64-production.tar.bz2” located in “/home/joakest/tunneling/” is transferred to the gateways smartvue users home folder.

Local Connection

$ rsync -P -e 'ssh -p 7627' /home/joakest/tunneling/22.9.2-smartvue-x64-production.tar.bz2 smartvue@192.168.1.180:/home/smartvue
smartvue@localhost's password:
22.9.2-smartvue-x64-production.tar.bz2
200,493,957 100% 390.99MB/s 0:00:00 (xfr#1, to-chk=0/1)
  • When prompted enter the SSH password found in Cloudvue Manager.
  • The progress of the file transfer will display, and the prompt will return when completed.

Tunnel Connection

$ rsync -P -e 'ssh -p 8346' 22.9.2-smartvue-x64-production.tar.bz2 smartvue@localhost:/home/smartvue
The authenticity of host '[localhost]:8346 ([127.0.0.1]:8346)' can't be established.
ED25519 key fingerprint is SHA256:nw6P03KIwsjiKfy2fkJJjRUSi4dJA6gwLyd7/+0Fz0Y.
This key is not known by any other names
Are you sure you want to continue connecting (yes/no/[fingerprint])? yes

Warning: Permanently added '[localhost]:8346' (ED25519) to the list of known hosts.

smartvue@localhost's password:
22.9.2-smartvue-x64-production.tar.bz2
200,493,957 100% 249.79kB/s 0:13:03 (xfr#1, to-chk=0/1)
  • Since this is the first time a ssh connection has been established to this NVR from the local machine the authenticity warning will appear.
  • Continue by typing in “yes” and pressing enter.

Categories
Cloudvue Knowledge Support Cloudvue Gateway Support Products

Cloudvue Video File Formats

Description 

Both Cloudvue Gateways and C2C devices store video in 30 second increments.  Cloudvue Gateways use MP4 and C2C uses MKV container formwats.  The MKV video files on C2C devices are encrypted and cannot simply be copied and played.   The MP4 video files on Cloudvue Gateways are NOT encrypted and can be copied and played.

Product

  • C2C
  • Cloudvue Gateway

Reference

Categories
Cloudvue Knowledge Support Cloudvue Gateway Support Products

Amcrest Cameras Fail to Add as ONVIF

Description 

Adding an Amcrest camera as ONVIF to a Cloudvue Gateway fails with an error message “Invalid Username / Password”. This is true even if the credentials being used work to login to the cameras web interface.

Product

  • Cloudvue Gateway
  • Cloudvue Software v22.9.2

Steps to Reproduce 

  • From the Devices tab in Cloudvue Local (Settings > Devices)
  • Scan For devices , select and add an Amcrest Camera
  • When prompted enter username, password and add as ONVIF

Expected Results 

  • Camera adds

Actual Results

  • Camera fails to add with an error message “Camera Save Failed … Invalid Username / Password”

Solution

  • Create a user in the camera called “onvif” and use those credentials when adding the camera in Cloudvue Local.

Reference: https://amcrest.com/forum/ip-cameras-f18/onvif-authentication-not-working-in-newer-cameras-t13723.html

Re: ONVIF authentication not working in newer cameras

Post by ckchessmaster » Wed Jan 18, 2023 12:58 pm

Categories
Cloudvue Cameras Cloudvue Gateway

Bulk Adding/Removing User Device Access

Description 

Adding or removing a User to/from multiple devices in Cloudvue

Product 

Cloudvue.com

Steps to Add User Access

An Admin on an account who is already added to all devices can add a new user to multiple devices at once by completing the following steps:

New User

  • The Admin must already be a User on each device they wish to add the User to.
  • Open “My Account” on the right navigation bar
  • Choose the “Devices” tab and then the edit pencil of one of the devices you would like to provide access to this new User
  • Now choose the USERS Tab, Add User, and then Add new user
  • Fill out all required fields and set the appropriate User Role
  • Provide access to the appropriate device(s) under ASSIGN DEVICES or choose the SELECT ALL option to provide access to all devices.
    NOTE: the device you chose to edit on the Devices tab will already be selected
  • Next to each device, you can select which device you would like to add the new User Profile to. At the top, there is a SELECT ALL option.
    NOTE: the Admin will only be able to see and provide access to the devices they have access to.
  • Once you have selected which device(s) you want the New User added to, click SAVE at the top of the screen
  • The New User will receive and email verification link
  • Once verified the New User will have access to the selected devices
  • To remove device access; follow the same steps, just uncheck the device you want them removed from

Existing User

If an existing user that already has access to a device on the account

  • The Admin must already be a User on each device they wish to add the User to.
  • Open “My Account” on the right navigation bar
  • Choose the “Devices” tab and then the edit pencil of one of the devices the user already has access to.
  • Choose the USERS Tab, search for the User you would like to edit, and choose the edit pencil
  • Provide access to the appropriate device(s) under ASSIGN DEVICES or choose the SELECT ALL option to provide access to all devices.
  • Next to each device, you can select which device you would like to add the new User Profile to. At the top, there is a SELECT ALL option.
    NOTE: the Admin will only be able to see and provide access to the devices they have access to.
  • Once you have selected which device(s) you want the New User added to, click SAVE at the top of the screen

Expected Results 

User(s) can be added/removed to/from multiple devices at once instead of having to go into each individual device in Manager.

Possible Error

Doing this in bulk with too many devices at once can result in an error. Recommended adding/removing in groups if trying with a large number of cameras/gateways

Categories
Cloudvue Cameras Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

HD Live Option Causes 10 Second OSD Delay

Description

When enabled the HD Live option intentionally buffers 10 seconds of video to ensure smooth playback. This is only applicable when viewing large tile or full screen views, small tile preview is not affected.

NOTE: As a result of the buffering, the On-Screen-Display of the date and time (OSD) will lag real time by 10 seconds.

Products

  • C2C
  • C2G

Enabling/Disabling HD Live

  • Login to Cloudvue
  • Navigate to (Cloudvue > Settings > General Settings)
  • Enable/Disable the HD Live Video option by checking/unchecking the box
  • Save the change