Category: Products

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llustra Flex2 4k Bullets / Domes Not Recording

Post author By Tom Oakes
Post date October 9, 2024

Description

If Cloudvue C2C Illustra Flex2 4k Bullet or Dome camera is not recording locally or to the cloud it may be a camera firmware issue.

Product

C2C
IFS08D2OCWITB / TCCFS08D04032 Illustra Flex2 4k Dome
IFS08B2ONWITB / TCCFS08B06032 Illustra Flex2 4k Bullet

Solution

When issue was observed cameras were running the latest production firmware Illustra.SS004.01.09.05.0008 (Flex Gen2), live view was working normally however the cameras were not recording either to the cameras microSD card or to the cloud.

In addition the following errors were present in the camera firmware logs

Oct  8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1276) mpResourceControllerValidateVideoClient: Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]

Oct  8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1277) Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]

Oct  8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtpstream.c:1114) [0x59a14ee8] rtp_streamGetInfo...rtp_streamQueryFrameConfig failed

Oct  8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1641) [0x599f7190] rtsp_sessionDescribe - failed to get info for video stream [0x59a14ee8]

Oct  8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1701) [0x599f7190] rtsp_sessionDescribe - unable to describe

Oct  8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsrv_rtsp.c:277) [0xfa23e4] RTSP Session [0x599f7190] Unable to DESCRIBE, IP [127.0.0.1]

The camera started recording after the firmware was updated to Illustra.SS004.01.09.06.0003 (Flex Gen2). This is a beta firmware version and should NOT be given out to customers but can be deployed by support when needed.

Tags 21438, Firmware, Not Recovering, Internal, C2C, Illustra Flex2 4k

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

Cloudvue Advance Replacement RMA Process – North America

Post author By Tom Oakes
Post date October 3, 2024

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.

Tags Internal, Cloudvue, RMA, 21432

Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Cloudvue NVR Recorder Debugging

Post author By Tom Oakes
Post date October 3, 2024

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.

Tags Debugging, Internal, Cloudvue Gateway, nvr-recorder, smv-recorder, 21426

Cloudvue Knowledge Support Cloudvue Gateway Support Categories Products

Axis P3353 Cameras Not Recording on a Cloudvue Gateway

Post author By Tom Oakes
Post date October 2, 2024

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

Tags Recording, Camera Resolution, Cloudvue Gateway, Axis P3353, 21418, Guest

Video Library Demo exacqVision Server Youtube Video Library Categories Products

Archiving

Post author By Bhargav Atturu
Post date September 25, 2024

Archiving allows you to create a copy of selected data on another storage device, whether it be an exacqVision S-series storage server, a user provided storage server, exacqVision Cloud Drive, an Amazon S3 account, or Wasabi S3 account.

This video explains how to create a new archiving profile, establish the archiving task, then schedule the specific data you wish to archive.

For additional, detailed information on setting up Cloud Drive archiving, please refer to our separate Cloud Drive videos as well.

Chapters: 
00:00 Intro 
00:27 Archiving vs. Extended Storage 
00:58 Creating an Archiving Profile 
03:45 Scheduling the Archiving Task 
05:10 Selecting the Data to Archive