Tag: Black Screen

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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”
Categories
Knowledge Support Support Categories exacqVision Webservice

ExacqVision Web Server 22.09.0 Searches Return Black Screen

Description 

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

See exacqVision Web Server release history here

10/06/2022 v22.09.1 * Bug Fix – Fix search tick plant deadlock.

Categories
exacqVision Client exacqVision Server exacqVision Mobile exacqVision Webservice Categories Products

Thin Client and Mobile App will not work when using RVW (Restricted View Window) on Camera

RVW is a new feature starting in 21.09 where you can block out parts of the video for privacy.
We currently do not have a method of supporting both at the same time. If you plan on using this feature you will lose the ability to view cameras in the thin client and the mobile app.

What you would see in the thin client would be a series of screens before being presented a black blank screen seen below.


If this feature has been enabled and prefer to use the thin client then you will need to disable this feature or you can modify the groupspi.xml.
First stop the exacq server service from running.
Link for steps on stopping services: https://support.exacq.com/#/knowledge-base/article/2341

Open notepad ++ ad the admin and select file from the location.
Windows – C:\Program Files\exacqVision\Server
Linux – usr\local\exacqVision\Server
At the bottom of the document seen below is the section we need to remove. This is what the file looks like with a camera added with this feature is enabled.

In order to modify you can remove the lines between
RestrictedViews ID=”720896″ IsSupported=”1″
AND
RestrictedView
Save the file.
Example:

This image has an empty alt attribute; its file name is image-57.png

Note: We should only have 2 lines left.
RestrictedViews ID=”720896″ IsSupported=”1″
RestrictedViews
For this example see the below picture for what should be left in the file after removing the other lines.
Example Below:

Once this change is done you will need to start the server service.

There is no work around at this current time.