Category: exacqVision Mobile

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exacqVision Mobile Connection Changes

The most recent release of the exacqVision Mobile app represents a departure from the previous functionality of Exacq Mobile 3. Previous versions of the mobile app connected to the exacqVision Web Service. The Web Service acted as a client to the Server, passing video between the server and mobile app.

Changes in the architecture of the exacqVision Server along with a mobile app rewritten from the ground up now allow the mobile app to connect directly to the exacqVision Server. 

The exacqVision Web Service will continue as a product but will no longer be needed for those using the exacqVision Mobile app. When installing the exacqVision Server Bundle users may opt not to install the Web Service. Deployments which will still require the Web Service will be those in which users use the Web Browser Client, cannot update the exacqVision Server to a version supporting this, or which rely on the evWebAPI for integrations. 

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User Guides Documentation exacqVision Client exacqVision Server exacqVision Mobile Categories Products

Remote Connections

exacqVision Server and Client versions 24.09 introduce our Remote Connections feature. This added feature currently only supports exacqVision Mobile. Connections for the Desktop Client, Exacq Mobile 3, or Web Client remain unchanged.

Products

  • exacqVision Server 24.09 and higher
  • exacqVision Client 24.09 and higher
  • exacqVision Mobile 24.09 and higher

What benefit does Remote Connections provide?

  • Ease of Setup – There is no need to configure routers to open ports and/or port forwarding, or configure additional software. This relay previously required configuration through the Web Service.
  • Authorization – Mobile users enter a single-use code provided by the exacqVision administrator to add a server connection.
  • Encryption – Enforces SSL/TLS connections.

Why don’t I have to configure port forwarding?

Traditionally, users outside of a LAN wishing to connect to services inside a LAN initiated the connection request. This can still be done if users choose this method.

However, when Remote Connectivity is enabled, the exacqVision software takes advantage of the fact that routers usually permit devices already inside the private network to initiate connections to outside services. This is what allows your web browser to load web pages without configuring port forwarding on your router. The exacqVision server establishes a secure connection to our Remote Connectivity agent. Users of the exacqVision Mobile app then connect to this Remote Connectivity agent. The Remote Connectivity agent handles the secure passing of data between the exacqVision Server and the user’s app.

What is this code users enter?

The Remote Connections feature provides another layer of security over just usernames and passwords. exacqVision administrators press a button within the exacqVision Client to create one or several single-use codes. A user wishing to add an exacqVision Server instance to their mobile app must enter the code provided by their system administrator before it expires (within 24hrs). The code is only needed for the initial connection to the server. Unless the user deletes the system from their mobile app, there is no need to enter a code the next time the app is used.

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exacqVision Webservice Linux Knowledge Support Support exacqVision Mobile exacqVision Webservice Products

Web Service Buffering with Black Screen seen on Exacq Mobile 3 and Browser Mobile Client

Description

Viewing live video will cause a black screen on the Live page with a buffering icon. Live video may also work for a short time then start to buffer. This has been noticed on Ipads and Iphones.

Product

exacqVision Web Service 23.09.6.1 up to 24.03

Steps to Reproduce

  1. Open the Exacq Mobile 3 app or Mobile Client within a web browser to connect to the server.
  2. Pull up a live view of a single camera or 4 cameras.
  3. Live view will sometimes show 3 of the 4, or sometimes when adding a single live view it will show video for a short time.
  4. Look in the web service logs for the following error if this behavior is being seen.
debug	get frame	no video in decompressor	nvrg	236426

Expected Results

Users should be able to view the live video.

Actual Results

After a short amount of time, for example 3 minutes, the live view will show a black screen with buffering overlay. Often pulling in the live stream at first will often cause buffering to populate in the view instead of the live video. Specifically with views made up of more than 4 cameras.
This is caused by streaming transcoded jpeg through the mobile app, and decompression is not always being enabled correctly.

Solution

Update to exacqVision Web Service 24.06.1797300.0_x64.
Please contact technical support for assistance on installing this build.
This will be in our 24.09 Release.

AES-909

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Quick Start Guides Documentation exacqVision Mobile exacqVision Webservice Categories

Remote exacqVision Connection Diagrams

The method used for connecting to an exacqVision system from outside the LAN it resides on will depend on your network configuration and use case. Examples are provided below based on each method.

Remote Connections

Remote Connections are supported by exacqVision Server/Client 24.09 and above to facilitate connections from the exacqVision Mobile app. When considering the network configurations Remote Connections eliminate the need to open ports or enable port forwarding rules on your router by using Exacq’s Remote Connectivity service. Users of the mobile app enter an access code generated by the system admin and the Remote Connectivity agent handles the connecting of the mobile app user and the Server.

NOTE: Remote Connectivity does not accept connections for the Desktop Client software or the earlier Exacq Mobile 3 app. Only exacqVision Mobile 24.09 and higher are supported.

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Traditional

In a traditional setup, the site’s router is configured to port forward incoming external connections on each port. The ports configured for forwarding incoming traffic vary depending on whether users will connect via exacqVision Desktop Client software, the web browser client, or a mobile app.

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Web Relay Service

Sites using exacqVision Web Service 19.06 and higher may wish to take advantage of the web service Relay, which provides a web-based proxy to connect to, avoiding the need to configure the router for port forwarding. When enabled, the exacqVision Web Service Status page will display the Relay Service IP. Remote users will then be able to connect their Exacq Mobile 3 app or web browser client directly to this proxy IP address.

NOTE: The Relay Service does not accept connections for the Desktop Client software, only web browser and Exacq Mobile 3 connections.

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User Guides Documentation exacqVision Mobile Categories Products

Enabling Exacq Mobile 3 Push Notifications

Push notifications provide the ability to alert users of events even when they do not have the Exacq Mobile 3 app open.

There are two options for Push Notifications, those triggered by camera analytics and analytic appliances, and those triggered by other types of events, which require the use of Event Monitoring. Both options are covered below.<br><br>

Versions

Exacq Mobile 3 app version 7.2 or higher
exacqVision Web Service version 7.2 or higher<br><br>

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1. Enable the Web Service Power User Process

  1. Using the exacqVision Client, create a Power User account on the exacqVision Server from the Users page.

    You will need this account to connect the web service to the server with proper privileges. You may name the account as desired, but the User Role should be Power User.
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  2. Login to the exacqVision Web Service Administration page.<br><br>
  3. Navigate to the Server Connections page.
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  4. Edit the Server Connection for the system you wish to receive Push Notifications from.<br><br>
  5. Enable the Power User Process control and enter the Power User Username and Password you created in Step 1. Click Apply when done.
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  6. Using the exacqVision Client you may confirm the Power User Process successfully logged in by navigating to the System Information page and finding the user name listed in the System Usage panel.
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2a. Enable an Analytic Push Notification

Analytics from supported camera models or from supported Analytic Appliances may be directly enabled within the Exacq Mobile 3 app.

  1. Open the Exacq Mobile 3 app and open the Menu. From the Menu, select Configuration.
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  2. Select Push Notifications.
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  3. Select Analytics.
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  4. A list of available analytics appears. Select one or more analytics rules shown. Selected rules have a green highlight bar to the side. Press the &#10003; button to save your selections.
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2b. Enable an Event Monitoring Notification

For non-analytic events, such as motion detection or input triggers you must configure an Event Monitoring profile first.

  1. Open the exacqVision Client and navigate to the Event Monitoring page.<br><br>
  2. Create a new profile for your desired activity. Note, that you MUST select View from the Type options.

    For more detail on this step, refer to the Views and Event Monitoring user training videos on their configuration.
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  3. For mobile usage, you may want to consider setting a timeout on the triggering Client Action. This can be achieved by changing the Show Event List option, unchecking the Confirm check box near the bottom of the page, then setting a Timeout value. However, you may configure the profile as desired for your scenario.<br><br>
  4. Open the Exacq Mobile 3 app and open the Menu. From the Menu, select Configuration.
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  5. Select Push Notifications.
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  6. Select Event Monitoring.
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  7. A list of available Event Monitoring profiles appears. Select one of the profiles shown. Selected profiles have a green highlight bar to the side. Press the &#10003; button to save your selections.
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Receiving Notifications

When receiving a notification message on your device. Pressing the notification message will open the Exacq Mobile 3 app to the configured event as you have configured your Event Monitoring profile to provide.

As an example, if your Event Monitoring profile is triggered by camera motion to change the View to display that camera, pressing the notification will open the Exacq Mobile 3 app to the selected camera View.

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Software Downloads Software Categories Installation Software exacqVision Mobile Categories Products

Exacq Mobile 3 for iOS

The Exacq Mobile 3 iOS app is available on the App store. ~

Exacq Mobile 3 iOS app^Version 23.03.1^https://apps.apple.com/us/app/exacq-mobile-2/id416566873^15 March 2023^55MB,

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Software Downloads Software Categories Installation Software exacqVision Mobile Categories Products

Exacq Mobile 3 for Android

The Exacq Mobile 3 Android app is available on the Google Play store. ~

Exacq Mobile 3 Android app^^https://play.google.com/store/apps/details?id=com.exacq.nvrclient&pli=1^15 March 2023^,

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Knowledge Support Cloudvue exacqVision EDGE Support exacqVision Enterprise exacqVision Client exacqVision Server exacqVision Mobile Categories exacqVision Webservice Products exacqVision Hardware exacqVision Integrations

Creating Documentation Tickets in Jira

New Documentation Request workflow. This applies to User Manuals, QSG’s, Integration Guides, etc…

In Jira, we can create a new ticket and set Project to Technical Communications (TCOM).

Required Fields:

  • Issue type will normally be “Enhancement”
  • Under Description:
    • Product – leave default option
    • Set Component to “Exacq”
    • Summary – as needed
    • Description – as needed
    • Set Priority – as needed
  • Under Resolution:
    • Set Label to “Documentation”

After creation assign it to Jack Murphy if it doesn’t happen automatically.

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Knowledge Support Technical Advisory Bulletins exacqVision EDGE exacqVision Enterprise Support exacqVision Client Other exacqVision Server exacqVision Mobile exacqVision Webservice exacqVision Hardware Products exacqVision Integrations

Support procedure for reporting newly discovered cyber security vulnerabilities in Exacq Software 

This document will outline the procedures expected from Exacq Support staff in the event of discovering a previously unreported security vulnerability in an exacqVision product.

Product 

Any exacqVision product

Procedure:

  1. Verify the vulnerability has not already been properly reported at: https://www.johnsoncontrols.com/cyber-solutions/security-advisories
  2. Email the GPS (Global Product Security) team at: productsecurity@jci.com
    • Provide vulnerability analysis in this email and any relevant links
    • Provide customer details and contact information in this email
    • Provide software product and software versions in this email
    • CC the customer on the email
  3. Inform the customer you have notified the appropriate team (GPS) and will be closing the Support ticket.

Our Global Product Security team will then be responsible for following up with this customer and resolving vulnerability.

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Knowledge Support Support exacqVision Mobile exacqVision Webservice

exacqVision Web Server Black Screen Troubleshooting

Description 

Troubleshooting steps to try when Exacq Mobile 3 or exacqVision Browser/Thin Client returns blank black screens instead of live video.

Product 

  • exacqVision Web Server
  • exacqVision Browser/Thin Client
  • Exacq Mobile 3

Steps to Reproduce 

  • Access cameras via Exacq Mobile 3 or exacqVision Browser/Thin Client

Expected Results 

  • Live view of selected cameras is visible

Actual Results 

  • Blank black screens appear were live video is expected

Possible Solution

  • Update to the latest version of exacqVision Web Server
  • Determine if Restricted View Window “RVW” is in use
  • Set fps to  <= 10 
  • Set quality to <= 5

Pro Tip

With the permission of the Integrator/Customer create a temporary user which will allow you to test both the Web Browser/Thin and Mobile Clients from your machine.
Important: Please remember to remove the temporary user when completed.

Related Knowledge Base Articles

  • #13046 – “exacqVision Web Server 22.09.0 Searches Return Black Screen”
  • #6629 – “Thin Client and Mobile APP will not work when using RVW (Restricted View Window) on Camera”