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”
Web Service running 22.09.0 can experience an issue where searches from the web can return a black screen and then become stuck in that state. The web service must be restarted to clear the issue, but it will likely reoccur.
Product
ExacqWebService 22.09.0
Solution
Update to exacqVision Web Server 22.09.1 or higher
If the DigiCert Trusted Root G4 Certificate is missing, exacqVision Software updates downloaded from exacq.com or initiated within exacqVision Client, will report a signature error.
*There appears to have been a slight bug in the presentation recording where the video recording did not capture the videos being played on the screen. The links below will provide access to the PowerPoint file and individual demonstration videos.
Bug Fix – Removed limit of 256 devices displayed for Access Control plugins, only visible when using Access Control with Associations or Maps
Bug Fix – Fixed issue with Illustra3 and Illustramultipi that could cause cameras to be stuck in a Connecting state after reboot
Bug Fix – Fixed issue where Edgestor was not backfilling data from Illustra3pi cameras due to Edgestor crash, leaving gaps on server recordings
Bug Fix – Fixed quality setting for Illustramultipi
Bug Fix – Fixed issue with trigger inputs/alarm outputs for Illustramultipi
Bug Fix – Added retry logic on API errors for napcopi, Napco uses IIS which has a recycle time that caused authentication to fail, fix adds retry logic if error received
Bug Fix – Fixed issue causing credentials for RTSP Server not to be updated properly
Bug Fix – Corrected issue where Date/Time page was greyed out on Win7 machines
Bug Fix – Fixed issue where Dynacolor devices may repeatedly reset after user presses Reset button on PoE port in Client.
Bug Fix – Fixed viewing Live Analytics for Flex3 cameras
Bug Fix – Fixed issue where closing video stream did not close metadata stream from Illustra3pi
Bug Fix – Fixed propagating motion alarms on disabled context streams on Illustra3pi
Bug Fix – Fixed setting transport and re-reading URL for continuous metadata from Illustra3pi
Bug Fix – For Illustra3pi and Illustramultipi, use friendly name for analytics that provide bounding box
Enhancement – Added motion support for March Network cameras using Onvif
Enhancement – Support for Redvision RVX2 added to Onvif plugin
Enhancement – Support for Sunell with transport RTSP added for Onvif
Enhancement – Improvements made for Last Motion event on context streams
Enhancement – Adjustments made to parsing Audio Output name for Illustramultipi
Enhancement – Removed eDVR and XDVAPI license handling
Enhancement – §Homogenized analytic values for Axis, Samsung/Hanwha, Tycodlpi; Presents “Person” instead of “Human”, “Bicycle” instead of “Bike”
Enhancement – Added support for Axis’ new metadata style used in their 11.0 firmware
Feature – Added support for vehicle and clothing color provided by Illustra3pi and Illustramultipi cameras
ExacqVision Client
Bug Fix – Reset search item flags when sending new search requests, fixes issue when Search stops working if server connection lost mid-search
Bug Fix – Don’t send scrub request if waiting for summary response
Bug Fix – Prevent potential crash on Association config page if a camera with associations was deleted
Bug Fix – Initialize Digital PTZ settings to Client settings when plugin does not send them, related to changes made for body worn cameras
Bug Fix – Prevent toast messages for streaming BWCs on system disconnect
Bug Fix – Reset camera connection status on system disconnect
Bug Fix – Prevent security integration sources from being displayed twice in bookmark editing tree
Bug Fix – Fixed potential crash when adding new IP serial port and config update occurs
Bug Fix – Prevent client crash with double-clicking on grid divider in List View
Bug Fix – Prevent client crash on OSX when clicking calendar controls
Bug Fix – Fixed issue with export failure if config page options in settings file
Enhancement – Prevent some analytic search filters that didn’t make sense, non-sensical combinations of operator logic
Enhancement – Don’t request event data in response to Show Conditions panel, caused Search to stop working when connection to Server was lost mid-search
Yes, All of the NVR’s we provide allow the use of the Web Services to run on that local machine. There are exceptions to this with the different hardware we provide. There are scenarios that might impede the performance on any Operating System, given the work load or use case for said machine.
One example of this is if we are using high resolutions, high FPS, and quality for the cameras being viewed. This can cause a direct performance decrease when viewing from thin client or Exacq Mobile 3 application.
Performance of both the local client and the Web Server could be noticeably slower due to CPU capability. A system with an Intel Atom processor, for example, will experience a performance tradeoff for the low power consumption and reduced cost of this processor.
The exacqVision Web Service is used to transcode streams. As a result, higher Frames Per Second and Resolutions of cameras have increased over the past few years allowing for the potential load on the web service to be greater in proportion to that of the Web Browser Clients. This could be seen as well on LC units, and even on the A series units with Core 3 processor depending on the load that is on the web service.
Another example might be on exacqVision G and Q systems, the Intel Celeron processor can run exacqVision Client and Web Server simultaneously. The exacqVision Client performance is still dependent on the processor.
For example: For Professional requirements see the Client Workstation Hardware Requirements found in the link below.
Under the System Requirements is a list of recommended hardware.
In certain scenarios overloading the CPU can result in lower display frame rates and black screens. To help Mitigate these issues, adjust the cameras settings to meet the demand of the CPU. Lowering the resolution, frames per second and quality of the cameras setting can help reduce this behavior. If available, another way is to mitigate this behavior would be to create a custom view with secondary streams for the camera. This allows the ability to see a lower stream quality at the Web Browser Clients, or Exacq Mobile 3 application while maintaining the recording of the higher quality stream at the recorder.
Bug Fix – Fixed issue where clearing search cache started downloading again
Bug Fix – Fixed issue regarding warning message when searching for analytics on system that does not support object classification
Bug Fix – Fixed issue where only one person key appeared in results if multiple persons matched
Bug Fix – Fixed issue where client would disconnect if server too busy to reply with heartbeat
Bug Fix – Fixed issue with selectable fields on Enterprise Notifications page
Bug Fix – Fixed issue with hang during video preview on Mac’s with M1 chip
Bug Fix – Fixed issue with error message displaying web panel config pages if page failed cert validation
Bug Fix – Fixed issue where LDAP users were unable to create User View
Bug Fix – Show LDAP user name rather than GUID under username for View
Bug Fix – Resolved issue with client crashed caused by other software using Boost libraries
Enhancement – Added support for Raw PCM16 audio encoding
Enhancement – New installs group sources by device
Enhancement – Last motion station added to camera grid
Enhancement – Improvements to UI for analytic search
Enhancement – Ability to enable/disable specific analytic overlays
Enhancement – Added CSV support for system report generation
Enhancement – Filter for analytics based on specific object types in search timeframe
ExacqVision Web Service
Bug Fix – Fixed problem where enabling HTTP redirect to HTTPS provided an internal IP address
Bug Fix – Fixed problem displaying groups or maps from different systems when the groups or maps have the same name
Bug Fix – Ensure frpc is properly restarted after authorization failure
Bug Fix – Removal of token exchange with web relay
ExacqVision Mobile
Bug Fix – Fixed issue with app crashing on Android when resetting all all data
Bug Fix – Disable navigation drawer slide if no servers added
Bug Fix – Fixed issues with views created in mobile which weren’t updating to proper cameras
Bug Fix – Fixed back button action from Doors page
Bug Fix – Fixed time selection issue where calendar incorrectly adjusts for DST
Bug Fix – Disable Full Screen button for Video Push if pushing is not possible
Bug Fix – Only allow Video Push of currently displayed cameras
Bug Fix – Fixed issue with mobile notifications from Event Monitoring or Analytics
Enhancement – Login page UI changes
Enhancement – Live scroll view
Enhancement – Reorganization of configuration pages
Enhancement – Search page will show ‘No Video Available’ instead of ‘Unknown Error’
Enhancement – Next view changed from button to Right/Left swipes
Enhancement – Added Edit Panels button to allow rearranging live camera panels
Feature – Added Search to context menu
Feature – Added Overflow menu to app bar
Feature – Disable zoom when viewing a 1×1 panel
Feature – Keep track of scroll position
Feature – Added support for multitasking on latest iOS devices
Enterprise Manager
Bug Fix – Fixed LDAP user authentication
Bug Fix – Updated server license requests to avoid error caused by length of URL
Bug Fix – Remove password complexity requirement for SMTP
Bug Fix – Fixed issue opening EM Shell on Ubuntu due to missing module
Bug Fix – Fixed issue where checking for server updates with no servers caused 500 error
Enhancement – Improved efficiency of assigning servers to importers
Enhancement – Automatic SSL migration support for .DEB installer
Enhancement – Clean up orphaned server configs more often
Enhancement – Replacement of Apache Solr with Elastic
Illustra
Release of Pro Multisensor cameras
Illustra Body Worn Cameras – Removed from marketing for 22.06 release, pushed to 22.09. Still available to those with the equipment and assistance with setup from Product Management.
Appendix
Review of how Cloud Drive is different from Cloudvue
