Tag: Exacq Mobile 3
Description
For Customers reporting issues with the mobile application where views are not looking the same as they do in the client.
Note: Layouts with certain views will be affected by this as well.
Product
Exacq Mobile 3 application all versions.
Steps to Reproduce
On the mobile app open a view.
Hold the mobile device Vertically.
The view will look like the following.
Now hold the device horizontally and the view will reflect that of the saved view from the client or mobile app created view.
This can appear to most users like the views are out of order. However, the app is just scaling the images to fit in the mobile application when held vertically vs horizontally.
Expected Results
Cameras are displayed within the view as expected for the mobile application.
Actual Results
Cameras appear to be out of order in the mobile application when held vertically.
Solution
This is expected behavior for the mobile application to scale the images to fit while holding the device vertically vs horizontally which can scale the proper layout of the view.
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Description
The Exacq Mobile 3 application is encountering an issue when creating a view and switching from one view to the other in the mobile app causing the views to pull up the wrong cameras associated with that view periodically.
Note: Server side views work properly. Only (mobile app created views) are exhibiting this behavior.
Product
- Exacq Mobile 3, version 22.03.1.0
Steps to Reproduce
- Create a single camera view in the mobile app
- Navigate to a single pane view of some other camera
- Navigate to the view you created.
- Notice that the view hasn’t changed as expected.
Expected Results
The app should be able to switch between views that are created from the app with no issue.
Actual Results
The wrong views are presented in the app periodically.
Work Around
Option 1– Create groups for each view that has the same cameras in the group as the view and select the individual group rather than the view.
Option 2– After picking a view and you want to cycle to the next view, long click the screen and Choose Cancel All; then pick your next view.
Option 3– You can create temporary Client side view for them to you in the mobile app. This might be the easiest option for a work around at this time.
Solution
Update to Exacq Mobile 3, version 22.06 or higher
See trac ticket 23476 or Jira ticket AESW-845 for additional details.
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Description
Exacq cloud hosted relay service eliminates the need for most firewall configuration and prevents exposing the NVR directly to inbound internet traffic via port forwarding by creating a unique relay URL as a proxy to access the NVR.
Product
- exacqVision Web Service
- exacqVision Relay Service
Prerequisites
- exacqVision Server 19.06 or higher
- NVRs with expired SSA “Software Subscription Agreement” will have image size and resolution restrictions.
- Each NVR needs to have a power user configured
- exacqVision Default Ports
Solution
- Each server connection will require a power user login which should be created in advance.
- See Adding a user to the system in the exacqVision Client User Manual here
- Access the exacqVision Web Server landing page using localhost or the loopback IP (127.0.0.1)
- Select Web Service Configuration and enter the username and password
- Select Server Connections
- Select an existing server connection or add one
- If existing, select and click EDIT SELECTED
- If adding, select DISCOVERED or ADD SERVER
- Either manually input the server information or select and ADD a discovered server
- Toggle the Power User Process ON
- Enter the Power User Username and Password, then click APPLY
- Select Basic (Configuration > Basic)
- Toggle the Relay Connection ON, a restart required
- After the restart, log into Web Service Configuration
- Verify a Relay URL is now listed on the Service Status page
Troubleshooting
In the event the Relay URL is missing or having any other issues.
- Make sure all Server connections have the Power User Process enabled and the credentials are correct.
- If necessary remove server connections, adding back one at a time until the culprit can be found.
- Be sure to either restart the exacqVision Web Server Service or RETEST CONNECTIVITY each time before verifying if a Relay URL has been obtained.
- Review Knowledge Base Article #6088 “exacqVision Web Server Relay Service Issue – FRPC”
- Review the training video Exacq Cloud-hosted Relay Service
Description
Exacq Mobile 3, version 19.09, allows a user to subscribe to and receive push notifications for triggered analytic rules.
As part of this feature, showing the details for an analytic notification in the app will show a frame from the associated camera (if there is one) at the time of the event.
In order for this frame to be available, the camera must be configured to record at the time of the event. This is achieved in several ways:
- The camera records on free run.
- The camera records on motion, and the analytic triggers on motion-based events in its video stream.
- An event link is configured on the server for triggers of the analytic rule to cause the associated camera to record.
Product
- Exacq Mobile 3
Expected Results
- Push Notification shows a video thumbnail from the time of the analytic event.
Actual Results
- Push Notification arrives with no video thumbnail.
Solution
- Ensure that a recording rule is active during the times when thumbnails are required for Push Notifications from analytic events. Free-run recording is the easiest solution, but this will increase the storage required for the camera.
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The Exacq Mobile 3 app crashes after updating to iOS 15.0, 15.0.1 and 15.0.2.
Exacq Mobile 3 was impacted by an update to Apple’s WebKit that caused an issue with Canvas Rendering.
Apple’s recent update to 15.1 has resolved the above mentioned issue and the Exacq Mobile 3 app is no longer crashing.
Please update to iOS 15.1 (not to be confused with 15.0.1)
Exacq Mobile 3 apps are available for iOS and Android. Click the links below to download the relevant version for your device.
If the Exacq Mobile 3 application crashes, the operating system will generate and save a crash log. The user can send the crash log to the mobile team so that the mobile team may interpret them and try and deduce what caused the crash.
To retrieve a crash log on an iOS device:
- Open the iOS Settings application
- On iOS 7 or earlier open the “General” section of settings.
- On iOS 8 or later open the “Privacy” section of settings.
- Open the “Diagnostics & Usage” section.
- Open the “Diagnostic & Usage Data” section.
- Select an Exacq crash log from the list to view the log.
- While viewing the exacq crash log long press the log contents and tap on the select all option then tap on the copy option.
- Open the email application and create a new email.
- Long press in the email body and select the paste option.
- Send the email to Exacq Support.
Affected Versions
- exacqVision Web Service 7.6.1
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Description
In web service 7.6 (Linux only), dewarping of fisheye cameras does not work. These cameras do not show any dewarping options in the web client or Exacq Mobile 3 app.
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Workaround
None
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Resolution
Fixed in exacqVision Web Service 7.6.3
Affected Versions
- exacqVision Web Service 7.6, running on Windows
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Description
In web service 7.6 (Windows only), dewarping of Dahua fisheye cameras does not work. These cameras do not show any dewarping options in the web client or Exacq Mobile 3 app.
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Workaround
- Install the exacqVision Client on the web service or refer to an existing client installation on another machine.
- Copy C:\Program Files (x86)\exacqVision\Client\fish_eye.dll where the client is installed to the C:\Program Files (x86)\exacqVision\WebService\bin directory where the web service is installed.
- Restart the web service.
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Resolution
Update exacqVision Web Service to version 8.2.2 or higher
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