JCSS customers and field techs should not be contacting Cloudvue technical support directly. However once BSNA has initiated a support case and we can freely work with all parties to resolve the issue.
Solution
All Initial JCSS Cloudvue support cases must go through the appropriate support center, Customer Care for customers and the Birmingham, Alabama Support Center (BSNA) team for JCI technicians, they should not contact Cloudvue support directly. Either support center can be reached by calling 877-270-4446 and choosing the appropriate option.
Once BSNA has initiated a case we can freely work with all parties to resolve the issue.
Support techs should attempt to determine if the caller is a JCSS field tech or customer. This can sometimes be done by simply seeing if their email address is @tyco or @jci. You can also search for the account in Cloudvue Manager, using the MAC address of any video device, and checking the PARTNER ID for JCSS.
If it is determined the caller is a JCSS field tech or customer and that they have not already worked with either BSNA or Customer Care they should be soft transferred to the appropriate destination by calling 877-270-4446
IMPORTANT
In addition to needing to go through JCSS customer care, JCSS customers are not permitted to have admin access to make changes to systems, to create/edit users, add cameras, or make system changes. The customer will need to create a ticket with the JCSS team.
Normally Engineering requests assistance from the SRE team however there are certain instances when L3 can create tickets directly with the SRE team. In general, the SRE Team handles Cloudvue infrastructure issue, outages, portal logins and DB issues.
Solution
Please reference the confluence document “Support SRE Escalation” for additional details and links to resources.
NOTE: Cloudvue RMAs must be created by L3. Please escalate to L3 for RMA approval and creation. Once the device has been troubleshot and L3 confirms that an RMA to either repair or replace is needed perform the following:
Clone the original Salesforce Support Case to create a new case
The cloned case will be used by Order Entry for the RMA process
We now have two cases, the Salesforce Case referred to as the original case and the cloned case which will be referred to as the RMA case
Provide the customer with the RMA number, which is the Salesforce Case number of the RMA case
From the RMA case create a new email
Copy the contents of RMA Doc.obt and paste into this email
Add the RMA number (RMA Cases Salesforce Case Number) in the appropriate sections at the bottom of the email
Send the email to the customer
Still in the RMA case change the Status to “Waiting” and Sub Status to “Waiting for Equipment”
Make sure Case Level is set to “Level 3”
Also fill in the Status Description with one of the following
Repair RMA
Ship Part RMA
Advance Replacement RMA
Change the case owner to Neal Johnson making sure to check “send notification email”
You can now close the original Tech Support case
All future inquiries about the RMA will go through the RMA case to the assigned RMA Technician
Certain information gathering or troubleshooting tasks such as gathering logs, doing software or firmware updates require remote access to devices. This is where tunneling comes into play and the following instructions explain the process.
Products
C2C
Cloudvue Gateway
Tunneling Machine Setup
To properly setup your tunneling machine the following must be completed once. The basic steps are:
Choose your environment
Generate an SSH key pair and submit your public key
Install jq
Install Visual Studio Code (optional)
Download and install tunneling scripts
Also available is the How to use tunnel scripts to upgrade firmware remotely video available here.
Choosing Your Environment
For ease of setup and overall usage it is recommend that you choose a machine running Linux. This can be a full VM such as provided by Hyper-V or using the recommended method, Windows Subsystem for Linux (WSL). Ubuntu 22.04.1 LTS or higher is needed and we have found that using WSL supplies access to useful tools such as MobaXterm.
Generating SSH Key Pair Without a Password
A ssh key pair must be generated from the machine you will be tunneling from. An AES ticket should be created requesting your public key (id_rsa.pub) be added to the Cloudvue SSH Tunneling Server and Cloudvue Software releases for C2C devices. Once added to the Cloudvue SSH Tunneling Server you can begin tunneling from your machine to Cloudvue Gateway devices and after the next Cloudvue Software release you will be able to tunnel to updated C2C devices.
To generate an SSH key pair, use the following command:
ssh-keygen -t rsa
By default, your keys are saved as follows:
Private Key
~/.ssh/id_rsa
RSA authentication identity
Should be kept secret
ssh will read this file when a login attempt is made
Public Key
~/.ssh/id_rsa.pub
RSA public authentication key
No need for secrecy
Will be be added to C2C and Cloudvue Gateway devices for public key authentication
NOTE: A copy of your public key should be attached to the AES ticket requesting ssh access.
Install jq
jq is a lightweight and flexible command-line JSON processor and is required. It can be downloaded from https://stedolan.github.io/jq/download/ or by using the following commands
Visual Studio Code is a free, lightweight but powerful source code editor that runs on your desktop and is available for many platforms. It will allow you to easily display the contents of the extracted files especially useful for viewing help information and examples. See the following links for information on various ways to install on VM or WSL.
Search for the desired video device typically by MAC address
Open the device and Locate the Port Number field in the lower left
NOTE: You won’t see the tunneling option unless your staff user account has a role of either Global Admin or Support Specialist
Enter a random port number then click tunnel
A popup will appear indicating that the tunnel is being created
If successful the following popup will appear
If unsuccessful the following popup will appear, and it will be necessary to repeat the process trying a different port number
Once a tunneling port has been successfully created run the following command from terminal from the tunneling directory (~/Downloads/tunneling) using the port created above
./createTunnel.sh -t 4445
The script will return a lot of feedback. However before running other scripts verify that the last line is the same as the following
Back in Cloudvue Manager expand Network Settings to obtain the IP address of the device
Open a second tab or instance of terminal and run the following command from the tunneling directory (~/Downloads/tunneling) using the devices IP Address found in Cloudvue Manager.
./reverseTunnel.sh -u -i 10.1.1.64
The camera should now be available from a web browser at https://localhost:8080
The Username is admin and the password is obtained from the SSH field located on the devices Cloudvue Manager page.
Maintenance Page
Remote Access Page
About Page
SSH Access
After establishing the tunnel you can run the following command to gain SSH access using the port created earlier
