Tag: Escalation

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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

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