Tag: Camera Firmware

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Knowledge Support Support Categories Products exacqVision Integrations

Camera Firmware or Functionality Escalations – Support Reference

Can’t Find Camera/Firmware

Please do not direct customers to the ‘Can’t find Camera?’ or ‘Can’t find firmware?’ links on the IP Camera Integrations database page. L3 Support has a weekly meeting with Product Management to drive progress on enhancements, including camera test record updates and camera/firmware testing.

Troubleshooting

  1. Verify network connectivity with the camera.
    1. Can the device be pinged from the NVR?
    2. Can the device be access from the NVR’s web browser?
  2. Verify whether the device is on the tested firmware version.
  3. Verify the use of the correct Device Type.
  4. Check that the exacqVision Server instance is on the latest version.
    1. Repeat Steps 3 & 4 after updating.
  5. If the device is on a newer firmware version than test records indicate, do not assume that this is the cause of the issue.
    1. If the device is capable of firmware downgrades, ask the customer to downgrade to an older version or to the tested version of exacqVision.
  6. If the device has never been tested, does it work with the Onvif Device Type?
    1. If the customer is satisfied with using Onvif, there is no need to escalate.

What issues require escalation?

If customer issues meet one or more of the following requirements, a Support ticket escalation is warranted:

  • An already supported camera model needs newer firmware tested due to issues found.
  • The camera has never been tested and a customer is requesting it to be listed as supported.
  • Incorrect information is found in the test record database or the records requires updating.

Escalation Requirements

  1. Latest version of exacqVision Server.
  2. Device is running the untested firmware version.
  3. If device was previously tested, it must be added with the proper plugin.
  4. If device has not been previously tested, add with Onvif.
  5. Exported Support Diagnostics.
  6. Perform a Wireshark capture and limit to a single device. Use a capture filter to limit the capture to data from the affected device IP and minimize the capture file size. (e.g.- ‘host 192.168.1.9’)
    1. Disable the device
    2. Start the capture
    3. Re-enable the device and wait for connection attempt or issue to reappear
    4. Stop the capture

Related Customer Facing Articles

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Categories
Knowledge Support exacqVision EDGE Support exacqVision Server Categories

Illustra IPS02-P24-OI04 Fails to Load exacqVision Edge

Description 

The exacqVision Edge software will not load successfully on the camera. A factory default of the camera will be required to undo the software installation attempt and recover normal operation of the camera.

Product 

  • exacqVision Edge/Edge+

Steps to Reproduce 

  1. Access the Applications page within the Illustra camera web interface.
  2. Attempt to load the exacqVision Edge software.

Expected Results 

The exacqVision Edge software would load properly and be accessible to license from an exacqVision client.

Actual Results 

The Illustra IPS02-P24-OI04 Pro Gen4 camera will be left in a state requiring a factory default to recover.

Solution

Resolved by camera firmware version Illustra.SS010.04.03.09.0023 or later.

  1. Download the latest camera firmware from the Illustra website  https://illustracameras.com/cameras/pro-gen4-2mp-8mp-ir-ptz-outdoor/
  2. Upload the firmware to the camera and wait until the camera reboots.
  3. Upload the exacqVision Edge server software under the Illustra camera web browser interface Applications tab.
  4. License the exacqVision Edge server software from an exacqVision client.
Categories
Knowledge Support Support exacqVision Server Categories Products

Do not downgrade Illustra camera firmware on cameras that use iAPI3 interface

Affected Platforms

Illustra cameras running firmware that supports the iAPI3 inteface, including the i625 PTZ, i825 Fisheye and 2/3/5 MP Pro series models.

Description

Do not downgrade the firmware on any Illustra cameras using the iAPI3 interface. This can cause corruption and some iAPI3 requests could return “Internal Server Error” messages. In some cases, video will not stream.

Workaround

Reset the unit back to factory default firmware version and upgrade from there as neccessary. Documents and firmware are attached to this KB

This process requires requesting a service account password from Tyco based on the MAC address of the unit.

Resolution

None

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Do-not-downgrade-Illustra-camera-firmware-on-cameras-that-use-iAPI3-interface.pdf