Downgrading – Exacq

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

Ubuntu/Linux uses the ‘gdebi’ package installer to run .DEB packages. This will automatically check if you are attempting to install an older package than is already installed and warn you if a newer version is already installed. If you choose to downgrade the version of your ExacqVision Server, Client, or Web Service software you will need to perform this from the Terminal.

If you don’t already have the installer for the previous version you want to change to, you may locate these on our Legacy Downloads page.

Copy the installer of your desired software version to the Desktop.
Open Terminal by pressing CTRL+ALT+T.
Type the following:
sudo dpkg -i /pathtofile/filename

In the place of pathtofile, enter the file path and in the place of filename enter the name of your installer file.
- An example line would look like:
 sudo dpkg -i /home/admin/Desktop/exacqVisionServer-8.4.2.111542.deb
Press Enter and ‘dpkg’ will perform the install of the previous version, replacing the later version.