Tag: ESM

Categories
Knowledge Support exacqVision Enterprise Support Categories Products

Illustra3 continues to send disconnect state with status causing an ESM duration rule to fail to trigger

Description

This was reported by Tyco security using ESM and noticed that an illustra3 Pro camera that is disconnected for a while continues to post a disconnected status. The issue is fixed in server 8.2 and later with separating status for device/stream connect state and status only. With earlier server that supports common connection status, all connection status was sent with the connected state. Tyco security was using server version 7.6 and with the illustra 2MP Pro being offlined, it continues to send status with connect state of 0 and status of camera not responding.

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Version Introduced

server 7.6.x

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Platform

All

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Steps to reproduce

  • connect an illustra3 camera and monitor with ESM or evAPI console app.
  • disconnect the camera

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Expected result

  • should only get a camera disconnect state change once followed by status that caused disconnect.

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Actual result

  • continuous to send status update with disconnect state and status.

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Version Fixed

8.2.x

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

ESM Prompts for Domain User Password When Editing Privileges

Problem:

When editing a user privilege in ESM the user is prompted to enter a password for the Domain User. Introduced in ESM 5.3.10.

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Solution:

Fixed in ESM version 5.3.11.

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

Upgrading ESM 4.4 or Lower to a Higher Version

Issue

Attempting to update ESM 4.4 or earlier to ESM 5.2 or higher will fail. This is due to a change in the underlying framework.

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Resolution

Users will need to update to ESM 4.6. Once this update is completed the user may update to 5.2 or later.

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

Unable to Open File Browser in ESM from Mobile Device

Symptom:

Unable to add an image for User’s profile.

Problem:

When accessing a user’s profile page within ESM, clicking to add an image of the user fails. File browsers are not currently supported on mobile devices within ESM. 

Solution:

Add all files and images with a desktop web browser. 

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

Disabling or enabling of a camera will cause ESM importer to crash

Affected platforms

ESM version 3.6.1, trunk builds 3.7.3 through 3.7.5

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Symptom

When a camera is enabled or disabled in the exacqVision client, ESM backend will crash. In the UI in the upper right corner, you will notice servers dropping and reconnecting. Inspection of importer log will show the crash.

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Workaround

Do not disable/enable cameras

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Resolution

Update ESM to version 3.6.2 or later (excluding the 3.7.3 – 3.7.5 trunk builds)

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

Archiving cannot recover from disconnected state

Affected platforms

exacqVision 7.0 to 7.2 running on Windows

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Symptom

When the archiving job becomes disconnected, it may not automatically recover and remain in a disconnected state.

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Workaround

Perform one of the following actions:
Recreate the archive target

  1. Delete all task schedules for the archive target.
  2. Delete the archive target.
  3. Recreate the archive target.
  4. Recreate the task schedules associated to the archive target.

Restart exacqVision Server service. This will result in a minor interruption of video recording during the restart process.

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Resolution

Update to exacqVision 7.3.3 or later

Categories
Knowledge Support exacqVision Enterprise Support Categories Products

ESM returns error when entering a rule duration using a decimal

Affected platforms

ESM 3.2 or later

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Symptom

If the user enters a value using a decimal (for example, 10.5) for the duration value of a rule, ESM returns an error page when the user attempts to create the rule.

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Workaround

Enter a valid integer (not a decimal number) between 1 second and the number of seconds in a year, which is about 31536000 seconds.

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Resolution

No resolution at this time.

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

ESM returns error when converting 31+ character Unmanaged server user to Managed

Affected platforms

ESM 3.0 or later

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Symptom

An attempt to convert an unmanaged server user to a managed server user that contains more than 30 characters in the username will return a red banner displaying the following error: “Value too long for type character varying(30).”

Also note that any usernames greater than 36 characters are truncated to display only 36 characters in ESM.

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Workaround

Create or modify server users on the installed client to use 30 characters or less.

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Resolution

No resolution at this time.

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

ESM fails to completely uninstall

Affected platforms

All versions of ESM

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Symptom

It is possible that the ESM uninstall will not correctly stop datarolloff and delete the ESM install folder even though it reports success.
To confirm if this has occurred, after successful uninstall check to see if the install folder is still present and check running processes for datarolloff.exe

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Workaround

The user should manually kill the datarolloff process and then remove the ESM install folder to complete the uninstall.

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Resolution

None at this time

Categories
Knowledge Support Support exacqVision Enterprise Categories Products

ESM does not uniquely display multiple groups with the same name in rules engine

ESM does not uniquely display multiple groups with the same name in rules engine

Effected platforms

ESM 2.6 or greater

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Symptom

When multiple groups with the same name exist, the user may not be able to discern the individual groups when creating rules.

On ESM versions before 3.6, all the servers that are on groups with the same name would be listed under a single displayed group on the server dropdown.

On ESM 3.6 or greater, if the number of servers on ESM are less than 500, the behavior is the same as above. If there are more than 500 servers on that ESM, the user has to click on the group in order to see the servers belonging to it, and clicking on this group shows only servers in one of the groups with that name. It doesn’t show servers in the other group that shares the same name.

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Workaround

Rename groups to have unique names.

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Resolution

None at this time.