Description
Level 3 Support has identified an issue with Failover functions in ExacqVision Server software manifesting as failback failure. The component responsible is ExacqVision Server software, but errors can be detected from the Enterprise Manager Failover Groups page as well, leading some customers to report this as an issue with the Enterprise Manager software. It is recommended that ExacqVision Server software version 23.03.3.0 be installed on protected and spare NVRs as a workaround until the future release can address this issue.
Product
- ExacqVision Server Software Version 23.06.1.0, 23.09.6.0, 23.09.9.0, 24.03.4.0
- ExacqVision Enterprise Manager Software Versions:
23.06.2.0 23.09.7.1, 23.09.9.0, 24.03.4.0
Steps to Reproduce
- Upgrade exacqVision Server, Client and Enterprise Manager to versions 23.06.x.x. thru 24.03.x.x from previous versions.
- Test Failover/Failback functionality.
Expected Results
Failover and Failback functions should complete without error.
Actual Results
Failover and Failback functions do not complete, or complete with errors – sometimes forcing the abandonment of data, which then does not get returned to the protected NVR.
Solution
Prior to taking any of the steps below it is advised to take a backup configuration file of exacqVision Server, along with a backup license key of all NVRs affected.
It is preferred to also have prior configuration backups available for NVRs taken at earlier times.
It is also preferred to have a backup copy of Enterprise Manager’s configuration and/or a copy of the PostgreSQL or Microsoft SQL database.
- Stop all Enterprise Manager services to delete this failover group from shell. See: https://support.exacq.com/#/knowledge-base/article/4998
- Start all Enterprise Manager services and Delete the NVRs that were included in the failover group from Enterprise Manager.
(this is a good time to take another backup) - Unmanage the NVRs that were included in the failover group from exacqVision Client > Enterprise > Security tab.
- Downgrade (or if using older version, upgrade) exacqVision Servers to exacqVision Server version 23.03.3.0
(At this step it is advised to restore from a previously taken backup that is known to have no issues at the time it was taken, if available, but this may not always be required) - Return the Spare to an “Active Recorder” in the Client if still showing as spare – remove exacqVision Server software from the spare (not keeping configuration files for future installs) and then install a fresh version of exacqVision Server 23.03.3.0.
- If needed you can restore Enterprise Manager from BOTH the previous EM backup AND the Database Backup or by connecting to existing SQL database (if this is verified to have no issues). Alternatively, add back NVRs if issues are known to be present with the backup file or configuration at the time this was taken. This also may not always be required if EM configuration is in current good standing at this step.
- Verify no connection issues are present with the Servers and then Re-create the previous Failover Group and test functionality.
AES-733, AES-705
