Category: exacqVision Enterprise Other

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Failing email notifications after update to Enterprise Manager version 23.09.9.0

April 4th, 2024

Enterprise Manager may fail to send email notifications after update to 23.09.9.0.

ExacqVision support has identified an issue with failing email notifications after updating Enterprise Manager from a previous version to version 23.09.9.0 and up. This occurs when checking “Anonymous” as the send user, or additional configuration required for Exchange servers has not been completed.

NOTE: Email notifications have been confirmed to succeed using same SMTP configuration on version 23.06.2.0 but fails when update to 23.09.9.0 is completed.

Product 

exacqVision Enterprise Manager Version 23.09.9.0

Steps to Reproduce 

Update Enterprise Manager to version 23.09.9.0 from a previous version

Expected Results 

Email notifications should continue to succeed with existing configuration.

Actual Results 

Email notifications may fail with all or one of the following log errors:
Failed email verification: SMTP AUTH extension not supported by server.

Failed email verification: (550, b'5.7.60 SMTP; Client does not have permissions to send as this sender')

Failed email verification: STARTTLS extension not supported by server.

Failed email verification: (535, b'5.7.3 Authentication unsuccessful')

Solution

  1. disable “anonymous users” as send from address in Enterprise Manager and replace with an authorized SMTP user.

2. Turn on Basic Authentication method in Exchange/ SMTP server if option is available.

3. Make sure the user account sending notifications from Enterprise Manager has SMTP Authentication turned on in their exchange profile, and also that the “Send From” address used in Enterprise Manager was added to the exchange user as an email alias.

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exacqVision Enterprise Windows exacqVision Enterprise Other Knowledge Support Support exacqVision Enterprise Categories Products

Can’t reinstall the EM server

When uninstalling Exacq EM server version 23.06 or above and reinstalling it again on the Windows unit, It will not complete the installation and ask to close the open session even if no sessions are open.

Root cause

The root cause of this issue is The Microsoft Open Database Connectivity (ODBC) that was not removed when uninstalling the EM server software

Solution

Uninstall the ODBC, reboot the Windows machine, and install the EM server again.

Categories
exacqVision Server 22.12 exacqVision Client Other exacqVision Server 22.09 exacqVision Enterprise Windows exacqVision Server 22.06 exacqVision Enterprise 23.03 exacqVision Server 22.03 exacqVision Enterprise 22.12 exacqVision Server Other exacqVision Enterprise 22.09 exacqVision Client Windows exacqVision Enterprise 22.06 exacqVision Client 23.03 exacqVision Enterprise 22.03 exacqVision Client 22.12 exacqVision Enterprise Other exacqVision Server Windows exacqVision Client 22.09 exacqVision Server Windows x64 exacqVision Client 22.06 exacqVision Server 23.03 exacqVision Client 22.03 Knowledge Support Support exacqVision Client exacqVision Server exacqVision Hardware

Recording Not Possible – Windows DST Issue

Description 

If the exacqVision Server data drives are full and are displaying “Recording Not Possible” on the storage page then it is possible an invalid hour folder was created during the switch to Daylight Savings Times (DST).  Use the following instructions to verify and resolve the issue. 

Product 

  • exacqVision Server

Solution

These instruction are based on Windows OS and North America DST.

  • Check DST Rules for your area here.
  • Make note of the Date and Time of the change to DST and determine if an invalid folder exist.
  • For this example most of North America changed to DST on March 12th, 2023 at 02:00 AM
  • Therefore any .ps or .psi files stored in the folder D:\2023\03\12\02 are in the wrong folder.
  • The folder either needs to be removed or the files need to be moved to D:\2023\03\12\03
  • Note: D: is the disk letter which will vary across systems with more than one disk.
    i.e. – E:\2023\03\12, F:\2023\03\12, etc.

Use File Explorer to Edit Directory

  • Log into the Exacq server OS using your Admin credentials
  • Open “File Explorer”
  • When File Explorer opens navigate to data drive
    D: > 2023 > 03 > 12
  • NOTE: If your system has more than 1 data drive, you will also need to look in each mount point/disk letter and repeat this process listed below.
    i.e. – look in E: > 2023 > 03 > 12, F: > 2023 > 03 > 12, etc. 
  • If you find a folder named “02” within
    D:\2023\03\12 you will need to copy the contents to
    D:\2023\03\12\03 then delete this 02 folder.
  • Repeat this process for all data drives attached. Optionally, you can delete this 02 folder altogether, but only with permission from the system administrator.
  • Restart the ExacqVision server service from the services.msc console:

Note:
Depending on the amount of data retention the system has it may be necessary to go back to previous years to make the same edits for Daylight Savings Time changes.

In Example:
DST change was March 13th in 2022. You would find the 03/13/2022 directory, and make the same edits removing the 02 hour folder or moving the contents of the 02 hour folder to the 03 folder in this directory.