Downgrading Exacq software or camera firmware must be escalated
Exacq Software Version
If for any reason a customer must downgrade an exacq software version to resolve an issue, you must gather all applicable data (Support diagnostics, Wireshark capture) and escalate to L3 even if the issue has been resolved by downgrading. Downgrading the s/w version is just a workaround and must be escalated.
NOTE: exacqVision software is forward compatible. It is the expectation that camera f/w versions tested with older version of exacq software should still work with newer versions of exacq software.
Camera Firmware
If a customer is running a version of camera firmware that has not been tested by exacq and you believe is causing their reported issue
- If you are able to downgrade the f/w and resolve their problem, please do but you must escalate to L3.
- Reminder: Illustra cameras and some other manufacturers cannot downgrade firmware as an option
- Please gather support diagnostics and camera logs before escalating
- Please obtain a Wireshark capture before escalating
- If you cannot downgrade their f/w version to a tested version, please escalate to L3
- If no issue but customer is asking for the f/w version to be tested, please escalate so an enhancement ticket can be created
Expectations on non-tested f/w (enhancements)
- If the f/w version has not been tested, it is technically not supported
- Please set expectations with the customer on enhancements
- Enhancements are prioritized by Product Management and weighed against all Enhancements submitted
- As soon as PM makes a decision, L3 Support will notify the customer and close the ticket
- If not a JCI product, we will still escalate to exacq Engineering
- Ask the customer to also create a ticket with the product manufacturer to handle from both ends
- This will speed up the process and insure all teams are communicating
- As a workaround only
- If the camera is not working at all, you can suggest using onvif or the RTSP plugin