Tag: Exacq Mobile 3

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exacqVision Webservice Linux Knowledge Support Support exacqVision Mobile exacqVision Webservice Products

Web Service Buffering with Black Screen seen on Exacq Mobile 3 and Browser Mobile Client

Description

Viewing live video will cause a black screen on the Live page with a buffering icon. Live video may also work for a short time then start to buffer. This has been noticed on Ipads and Iphones.

Product

exacqVision Web Service 23.09.6.1 up to 24.03

Steps to Reproduce

  1. Open the Exacq Mobile 3 app or Mobile Client within a web browser to connect to the server.
  2. Pull up a live view of a single camera or 4 cameras.
  3. Live view will sometimes show 3 of the 4, or sometimes when adding a single live view it will show video for a short time.
  4. Look in the web service logs for the following error if this behavior is being seen.
debug	get frame	no video in decompressor	nvrg	236426

Expected Results

Users should be able to view the live video.

Actual Results

After a short amount of time, for example 3 minutes, the live view will show a black screen with buffering overlay. Often pulling in the live stream at first will often cause buffering to populate in the view instead of the live video. Specifically with views made up of more than 4 cameras.
This is caused by streaming transcoded jpeg through the mobile app, and decompression is not always being enabled correctly.

Solution

Update to exacqVision Web Service 24.06.1797300.0_x64.
Please contact technical support for assistance on installing this build.
This will be in our 24.09 Release.

AES-909

Categories
Documentation Quick Start Guides exacqVision Mobile Categories exacqVision Webservice

Remote exacqVision Connection Diagrams

The method used for connecting to an exacqVision system from outside the LAN it resides on will depend on your network configuration and use case. Examples are provided below based on each method.

Remote Connections

Remote Connections are supported by exacqVision Server/Client 24.09 and above to facilitate connections from the exacqVision Mobile app. When considering the network configurations Remote Connections eliminate the need to open ports or enable port forwarding rules on your router by using Exacq’s Remote Connectivity service. Users of the mobile app enter an access code generated by the system admin and the Remote Connectivity agent handles the connecting of the mobile app user and the Server.

NOTE: Remote Connectivity does not accept connections for the Desktop Client software or the earlier Exacq Mobile 3 app. Only exacqVision Mobile 24.09 and higher are supported.

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Traditional

In a traditional setup, the site’s router is configured to port forward incoming external connections on each port. The ports configured for forwarding incoming traffic vary depending on whether users will connect via exacqVision Desktop Client software, the web browser client, or a mobile app.

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Web Relay Service

Sites using exacqVision Web Service 19.06 and higher may wish to take advantage of the web service Relay, which provides a web-based proxy to connect to, avoiding the need to configure the router for port forwarding. When enabled, the exacqVision Web Service Status page will display the Relay Service IP. Remote users will then be able to connect their Exacq Mobile 3 app or web browser client directly to this proxy IP address.

NOTE: The Relay Service does not accept connections for the Desktop Client software, only web browser and Exacq Mobile 3 connections.

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Related Articles

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Categories
User Guides Documentation exacqVision Mobile Categories Products

Enabling Exacq Mobile 3 Push Notifications

Push notifications provide the ability to alert users of events even when they do not have the Exacq Mobile 3 app open.

There are two options for Push Notifications, those triggered by camera analytics and analytic appliances, and those triggered by other types of events, which require the use of Event Monitoring. Both options are covered below.<br><br>

Versions

Exacq Mobile 3 app version 7.2 or higher
exacqVision Web Service version 7.2 or higher<br><br>

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1. Enable the Web Service Power User Process

  1. Using the exacqVision Client, create a Power User account on the exacqVision Server from the Users page.

    You will need this account to connect the web service to the server with proper privileges. You may name the account as desired, but the User Role should be Power User.
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  2. Login to the exacqVision Web Service Administration page.<br><br>
  3. Navigate to the Server Connections page.
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  4. Edit the Server Connection for the system you wish to receive Push Notifications from.<br><br>
  5. Enable the Power User Process control and enter the Power User Username and Password you created in Step 1. Click Apply when done.
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  6. Using the exacqVision Client you may confirm the Power User Process successfully logged in by navigating to the System Information page and finding the user name listed in the System Usage panel.
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2a. Enable an Analytic Push Notification

Analytics from supported camera models or from supported Analytic Appliances may be directly enabled within the Exacq Mobile 3 app.

  1. Open the Exacq Mobile 3 app and open the Menu. From the Menu, select Configuration.
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  2. Select Push Notifications.
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  3. Select Analytics.
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  4. A list of available analytics appears. Select one or more analytics rules shown. Selected rules have a green highlight bar to the side. Press the &#10003; button to save your selections.
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2b. Enable an Event Monitoring Notification

For non-analytic events, such as motion detection or input triggers you must configure an Event Monitoring profile first.

  1. Open the exacqVision Client and navigate to the Event Monitoring page.<br><br>
  2. Create a new profile for your desired activity. Note, that you MUST select View from the Type options.

    For more detail on this step, refer to the Views and Event Monitoring user training videos on their configuration.
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  3. For mobile usage, you may want to consider setting a timeout on the triggering Client Action. This can be achieved by changing the Show Event List option, unchecking the Confirm check box near the bottom of the page, then setting a Timeout value. However, you may configure the profile as desired for your scenario.<br><br>
  4. Open the Exacq Mobile 3 app and open the Menu. From the Menu, select Configuration.
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  5. Select Push Notifications.
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  6. Select Event Monitoring.
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  7. A list of available Event Monitoring profiles appears. Select one of the profiles shown. Selected profiles have a green highlight bar to the side. Press the &#10003; button to save your selections.
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Receiving Notifications

When receiving a notification message on your device. Pressing the notification message will open the Exacq Mobile 3 app to the configured event as you have configured your Event Monitoring profile to provide.

As an example, if your Event Monitoring profile is triggered by camera motion to change the View to display that camera, pressing the notification will open the Exacq Mobile 3 app to the selected camera View.

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Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server exacqVision Webservice Products

Axis P3247-LVE “Axis Object Analytics” not passing through the Exacq Mobile 3 app Analytic Rules

Description 

Axis P3247-LVE “Axis Object Analytics” not passing through the Exacq Mobile 3 app Analytic Rules. If seen please see AES-609. Escalate the case to be added to ticket.

Product 

  • exacqVision Server: 23.06.1.0
  • exacqVision Web Service: 23.06.2.0

Steps to Reproduce 

Set up the camera to allow analytics. Note we do not support line cross for axis cameras.

  1. Once camera is set up navigate to the mobile app and connect to the NVR.
  2. Once Connected navigate to the main menu.
  3. Select Push Notifications
  4. Select Analytics
  5. You should see any analytic that cameras are sending.

Expected Results 

We should be able to see the Analytics from the Axis cameras.

Actual Results 

Analytics do not show up in the mobile app but do on the NVR’s Server when creating event linking and on the camera settings page.

Solution

Update exacqVision Web Service to 23.09.2

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Categories
Software Downloads Software Categories Installation Software exacqVision Mobile Categories Products

Exacq Mobile 3 for Android

The Exacq Mobile 3 Android app is available on the Google Play store. ~

Exacq Mobile 3 Android app^^https://play.google.com/store/apps/details?id=com.exacq.nvrclient&pli=1^15 March 2023^,

Categories
Knowledge Support Support exacqVision Mobile exacqVision Webservice

exacqVision Web Server Black Screen Troubleshooting

Description 

Troubleshooting steps to try when Exacq Mobile 3 or exacqVision Browser/Thin Client returns blank black screens instead of live video.

Product 

  • exacqVision Web Server
  • exacqVision Browser/Thin Client
  • Exacq Mobile 3

Steps to Reproduce 

  • Access cameras via Exacq Mobile 3 or exacqVision Browser/Thin Client

Expected Results 

  • Live view of selected cameras is visible

Actual Results 

  • Blank black screens appear were live video is expected

Possible Solution

  • Update to the latest version of exacqVision Web Server
  • Determine if Restricted View Window “RVW” is in use
  • Set fps to  <= 10 
  • Set quality to <= 5

Pro Tip

With the permission of the Integrator/Customer create a temporary user which will allow you to test both the Web Browser/Thin and Mobile Clients from your machine.
Important: Please remember to remove the temporary user when completed.

Related Knowledge Base Articles

  • #13046 – “exacqVision Web Server 22.09.0 Searches Return Black Screen”
  • #6629 – “Thin Client and Mobile APP will not work when using RVW (Restricted View Window) on Camera”
Categories
exacqVision Mobile Products

Exacq Mobile 3 app does not allow cameras to show Time stamps OSD of the server time while in a different TIME ZONE than the recorder

Description 

The Exacq Mobile 3 application does not show the OSD of cameras while the device is in a different time zone.

Product 

Exacq Mobile 3 application for both iPhone and Android.

Expected Results 

We should be able to account for when the Device is in a different time zone than the recorder while using the Exacq Mobile 3 application to reflect the camera times, in case searching video is required.

Actual Results 

The Exacq Mobile 3 application will show the cameras OSD timestamps as the time of the recorder.

Solution

If the need to search the time of an event is needed on the Exacq Mobile 3 application please keep in mind the difference between time zones.

At this time there is no solution.


AES-96
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Categories
exacqVision Mobile Products

Samsung S22 Android App login Button

Description 

The Exacq Mobile 3 server Login button is non-responsive on some Samsung S22 devices when the phone is in portrait orientation. 

Product 

  • Samsung S22
    • Android 12   UI 4.1
    • NOTE:  This issue may not be limited to just this device

Steps to Reproduce 

  1. In the Exacq Mobile 3 application, go to Configuration > Servers
  2. Add a New Server
  3. Enter the Server Address, Username and Password
  4. Press LOGIN

Expected Results 

The user is logged into the server successfully

Actual Results 

The LOGIN button is none responsive

Solution

Rotate the phone to change the orientation to landscape, the LOGIN button should now work normally. This appears to be a Samsung OS issues as similar issues are present on other apps.

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Categories
exacqVision Mobile Products

Exacq Mobile 3 app OSD Time Stamps Not Properly Displayed

Description 

Not all on screen display time stamps are displaying correctly on the Exacq Mobile 3 app.

Product 

Exacq Mobile 3 app, version 22.06.5.0

Steps to Reproduce 

  1. Start by opening the mobile app with a single camera or view of multi cameras. All of the OSD time stamps are displayed.
  1. If you flip the phone so that it is held horizontally the view of the camera or views will show the time stamps correctly.
  1. Flip the device again so that the device is held vertically the camera will drop the time stamp, or if you have a view the last row of camera will drop the time stamps.

Expected Results 

You should see time stamps regardless of the orientation of the device.

Actual Results 

If you flip the orientation of the device from vertical , to horizontally, back to a vertical orientation the OSD time stamps will not show on a single camera, or the bottom row of the view.

Workaround

Clear the image by holding your finger on the image and selecting ‘Clear Panel’.

Solution

Update to Exacq Mobile 3, version 22.09 or higher.

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Categories
Knowledge Support Release Notes Support Other exacqVision Mobile Categories Products

Exacq Mobile 3 Development Release Notes

Public