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Plugin Knowledge Support Support exacqVision Server Products Logs SamsungPI

Hanwha PNM-C32083RVQ Connection to Server and Motion Stops Working

Description 

Hanwha will not allow motion to work properly with Exacq Server 24.09.4.0 as long as the camera is on fw 23.01.04-20240417-R929 due to a NTP issue found. Another issue reported is the connection status will throw errors to indicate it is not connected properly.

NOTE:
FW 23.01.01 obtained from Hanwha (which will be the official release 23.01.5) will allow Hanwha vision plugin to be used to connect and records on motion if SV/CV is 24.09.04.0 and above.

Product 

  • Hanwha PNM-C32083RVQ fw 23.01.04-20240417-R929
  • exacqVision Server 24.09.4.0

Steps to Reproduce 

Update server to 24.06.2.0.
Connection to camera will display an error and not connect properly.
Motion will stop working.

Expected Results 

Camera should connect and Motion should work.

Actual Results 

Camera will show a connection status error and Motion does not work.

Solution

Exacq has provided a resolution with a work around but updating Server to 24.09.4.0 or higher will need to be performed. Additionally you will need to apply the NTP workaround seen below until Hanwha updates the firmware.

Hanwha has a new issue with setting the NTP server on some newer firmwares that crashes the server and displays a Bad Gateway 502 error in exacq. We make that call on Add or Enable.

Workaround:

If before adding the camera, we go into the date/time page in the camera Web Page and put the IP address of the Exacq Server in the first NTP server blank. Then the plugin determines it is already set and continues on to next cgi and connects video. This is resolved in Server 24.09.4.0.

FW 23.01.5 Will be release by Hanhwa that will house the NTP fix. Until that time of release please use the proper work around or contact Hanwha for appropriate FW.

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Categories
Knowledge Support Support exacqVision Server Categories

Remote Connectivity Fails to Connect to Switchboard

Description

When enabling Remote Connectivity for an exacqVision Server on the Remote Connections page within the Client, the Connectivity Status column displays an error.

Issue

Examine the message displayed in the Connectivity Status column on the Remote Connections page or the exacqVision System Logs.

Disabled: SBS: listener stopped 1-CANCELLED

May be caused by missing frpc service.

  1. Check the exacqVision Server directory for frpc.exe
  2. If frpc.exe is missing it may have been removed by antivirus software.
  3. If frpc is present, it may also be blocked from an antivirus software application.
  4. Create an antivirus exception for frpc.exe within the directory and reinstall the exacqVision Server application over the top of the existing install.
  5. Confirm frpc.exe is not removed and is running.
  6. Disable and re-enable Remote Connectivity for the system.

NOTE: Make sure to add the file location to the exceptions:
file: C:\Program Files\exacqVision\Server\frpc.exe

Check the Client to make sure FRPC shows up properly in the plugin section.

If FRPC does not show up in the server folder- restart the exacq Server Service.

Check the install path as well to make sure that FRPC is in the server folder
.

If FRPC does not show up in the server folder- reinstall the software.







Disabled: SBS: listener stopped 13-Received RST_STREAM with error code 2

Likely caused by a networking issue.

connect failed 14-Received http2 header with status: 502

connect failed 14-Received http2 header with status: 503

502/503 are HTTP response codes indicating a switchboard error.

A command for windows can be ran to see if the server can reach the switchboard properly. Some Firewalls might not be able to reach the switchboard properly and would need the inbound and outbound rules set up properly to reach this url.

We have seen a few cases receiving this error prior to resolving the switch routing.
connect failed 14-Received http2 header with status: 502

Run Powershell as ADMIN and run the following command.
tnc -p 443 switchboard-prod.exacqiq.com

In most cases we have found that restarting the services and disabling and re-enabling the servers affected in the Remote Connectivity section of the client will allow them to connect properly seen below.


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Categories
Software Categories exacqVision Server Windows Technical Advisory Bulletins Other exacqVision Server Categories Products

Technical Bulletin: Installing Additional Languages for Windows 11

Exacq_Technical-Bulletin_TB-00456-00-241004.pdf

Technical Bulletin – TAB Number: TB-00456-00-241004

Date Issued: 4th October 2024

Issue

Required language is not included in list of pre-installed languages.

Solution

Add a language to the list of preferred windows display languages.

Procedure:

  1. Click Start and in the Search for apps, settings and documents bar, type language settings.<br><br>
  2. Click Language settings, then click Add a language.
    <br><br>
  3. On the Choose a language to install page, select the required language, then click Next.
    <br><br>
  4. On the Install language features page, select your required preferences, then click Install.
    <br><br>
  5. When the language download is complete, you are prompted to sign out and sign in to complete the installation.<br><br>
  6. When you sign in, your new language is available on the Language and region page as a Windows display language.<br><br>

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Continuous improvement statement

As with all processes defined by the Exacq Technical Services Group, this document is intended to be a work in progress. Further refinements and suggestions are welcome and should be sent in writing to the email address listed below.

Contact information

Contact Address: Video-Support@jci.com

Initial publication: 4 October 2024

Information furnished by Exacq is believed to be accurate and reliable. However, no responsibility is assumed by Exacq for its use, nor any infringements of other rights of third parties which may result from its use. No license is granted by implications or otherwise under any patent rights of Exacq.

©2024 Johnson Controls. All rights reserved. JOHNSON CONTROLS and EXACQ are trademarks of Johnson Controls.

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Categories
User Guides Documentation exacqVision Client Categories Products

Motion Event PTZ Presets with the Axis M5000-G in exacqVision

Overview

The Axis M5000-G PTZ camera is a multi-sensor camera containing three stationary wide-angle lenses around the circumference of the camera body and one center-mounted PTZ lens. This guide is intended to help users automate the positioning of the PTZ lens upon events, such as motion detection.

Requirements

  • Axis M5000-G PTZ camera, with firmware 11.10.61 or higher
  • exacqVision Server 24.09 or higher

NOTE: While this article is written specifically with the M5000-G PTZ in mind, the setup of Event Linking to reposition PTZ cameras based on the motion detection from other sensors, and even other cameras, can be used with any capable devices.<br><br>

Camera Configuration

  1. Log into the camera’s web browser interface.<br><br>
  2. Configure the initial user credentials as required, if you have not already done so.<br><br>
  3. Open the PTZ menu. You may configure the PTZ presets within the camera on the Preset Positions screen, or choose to configure presets within exacqVision at a later stage.
    <br><br>
  4. If desired, configure the range of motion for the PTZ turret on the Limits screen within the camera. These settings cannot be configured within exacqVision. See the device’s help file or manual for details on setting PTZ limits.
    <br><br>
  5. The Motion tab within the PTZ settings configures the behavior of the camera during motor movement of the PTZ turret. Motion detection may be configured within the Video Motion Detection application under the Apps menu.
    <br><br>

Connecting the Camera to exacqVision

Use the AXIS VAPIX option from the Device Type menu when adding the Axis M5000-G PTZ camera.

Refer to the exacqVision Client User Manual or watch one of our videos on how to Add IP Cameras for the steps to connect the camera to your exacqVision Server.<br><br>

Motion Detection

If you chose not to configure motion detection zones within the camera, do this now for use in the next steps.

  1. Expand the left-hand navigation tree under Camera Recording.<br><br>
  2. Select the sensor to be configured. When adding the M5000-G PTZ camera to exacqVision, each sensor appears individually on the navigation tree as a separate camera.<br><br>
  3. On the Camera Settings page for the selected sensor, use the Display tab to change the Name. You may find it helpful to identify each sensor and which one is the PTZ. This will be useful in later steps.
    <br><br>
  4. Use the settings on the Motion tab to define the motion detection regions within the sensor’s field of vision. You may need to adjust the sensitivity, percentage, and time to trigger settings to best suit your installation environment.
    <br><br>

PTZ Presets

When adding the M5000-G PTZ camera to exacqVision, each sensor appears individually on the navigation tree as a separate camera with the PTZ turret as the first one. A preset is a saved position and field of view that can be used to quickly point the PTZ lens to a specific region of interest such as a display or locked cabinet.

  1. Expand the left-hand navigation tree under Camera Recording.<br><br>
  2. Select the PTZ sensor.
    <br><br>
    NOTE: Due to this camera reporting to exacqVision that it is a PTZ camera all sensors will display a Mechanical PTZ tab, but there are no motors associated with the non-PTZ sensors.<br><br>
  3. On the Camera Settings page for the PTZ sensor, select the Mechanical PTZ tab, then choose the Presets tab beneath it.
    <br><br>
  4. If you configured PTZ Presets within the camera they will be shown in the Presets panel.<br><br>
  5. Create new Presets by using the Pan/Tilt and Zoom controls to position the camera’s field of view as you’d like, then press the New button to Name your preset before selecting the Apply button to save your changes. Presets may also be removed by selecting them from the list and pressing the Delete button. <br><br>
  6. In the example below, we have created a preset to display a file cabinet after creating a motion detection region for this area on Sensor 3. This may just as easily be focused on a specific entry way, display case, or any other object of interest.
    <br><br>

Using Event Linking to Move the PTZ on Motion Events

PTZ presets may be activated manually by those monitoring exacqVision, but can become more powerful tools when automated. In the next steps you will configure exacqVision to direct the PTZ turret of the M5000-G camera to preset locations when motion is detected by the stationary lenses. You may even choose to activate a preset when motion is detected by other cameras nearby.

  1. From the left-hand navigation tree in the exacqVision Client, select Event Linking.<br><br>
  2. Begin by pressing the New button near the bottom of the window.<br><br>
  3. From the Event Type panel on the left, select Video Motion.<br><br>
  4. Use the Event Source panel to locate and select the first of your stationary camera sensors.<br><br>
  5. From the Action Type panel in the center-right of the window, select PTZ Preset.<br><br>
  6. Using the Action Target panel, select the name of a preset configured for a region within the sensor’s field of view.<br><br>
  7. Press Apply to save your changes.<br><br>
  8. You’ve now configured the system so that when motion is detected by the first sensor it will reposition the PTZ turret to examine an area within that sensor’s field of view with greater detail.
    <br><br>
  9. Press the New button again to repeat Steps 3-6 for each sensor and preset combination.
    <br><br>
  10. The following images show the Live view of all four sensors from the camera in Live viewing mode. The stream from the PTZ turret sensor is shown in the upper-left corner and moves to the file cabinet when motion is detected.
    <br><br>
    <br><br>

If you have a secondary camera nearby configured for motion detection or AI driven Object Classification, you may also select these using the Event Types (Video Motion or Analytics), then select the other camera from the Event Source window. Event Linking may combine other event types as well to take a PTZ Preset action, such as Serial Profiles to position a PTZ lens towards a cash register during sales transactions, or Input Triggers to position the lens towards a door when opened. See our Event Linking Video for more information, or refer to the Related Articles section below.

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Related Articles

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Categories
Knowledge Support Support Categories Products exacqVision Hardware

Adjustments for Loud Fan Complaints

Description

Some users with newer exacqVision server hardware have complained of their systems having louder than expected system fans.

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Product

  • A-Series 2A
  • A-Series 2A Hybrid
  • A-Series FA
  • A-Series FAR
  • Q-Series Desktop
  • Q-Series Desktop Hybrid

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Steps to Reproduce

No specific steps are needed to reproduce since this was a factory setting.

  1. Enter BIOS by rebooting the system and pressing F2 prior to booting. The default BIOS password is ‘admin256’.
  2. Use the arrow keys to navigate to the ‘H/W Monitor‘ screen. The default settings are displayed below.

A-Series 2A & Q-Series Models

A-Series FA & FAR Models

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Solution

  1. If you have not already done so, enter BIOS by rebooting the system and pressing F2 prior to booting. The default BIOS password is ‘admin256’.
  2. Use the arrow keys to navigate to the ‘H/W Monitor‘ screen.
  3. Use the arrow keys to highlight each of the fan settings according to your server model, pressing Enter to change them, to match those illustrated below.
  4. When settings changes have been completed, use the keyboard arrows to navigate to the Exit screen, then select ‘Save Changes and Exit‘ to reboot the system with these changes in effect.

A-Series 2A & Q-Series Models

A-Series FA & FAR Models

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Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Axis P3353 Cameras Not Recording on a Cloudvue Gateway

Title

Axis P3353 Cameras Not Recording on a Cloudvue Gateway

Description 

It has been observed that while live images are visible the Axis P3353 is not recording.

Product 

  • CVG
  • Axis P3353

Steps to Reproduce 

  • Add an Axis P3353 camera as using Device Model (Axis-Camera)
  • Confirm Live video can be viewed
  • Attempt to playback archived video

Expected Results 

  • Archived video is retrieved and plays

Actual Results 

  • Archived video is not retrieved and a “no archive found ” message displays

Solution

  • Use the cameras Web GUI to check the Image Resolution settings (Setup > Video Stream > Image)
  • If the Resolution shows (not supported) the Cloudvue Software will fail to open the input and recording will fail
  • To correct, click the dropdown and select the highest available resolution 800×600
  • Repeat this change for each camera
  • Restart the Cloudvue Gateway
  • Verify that video is now being recorded
Resolution Not Supported
Valid Resolution
Categories
Video Library Demo exacqVision Server Youtube Video Library Categories Products

Archiving

Archiving allows you to create a copy of selected data on another storage device, whether it be an exacqVision S-series storage server, a user provided storage server, exacqVision Cloud Drive, an Amazon S3 account, or Wasabi S3 account.

This video explains how to create a new archiving profile, establish the archiving task, then schedule the specific data you wish to archive.

For additional, detailed information on setting up Cloud Drive archiving, please refer to our separate Cloud Drive videos as well.<br><br>

Chapters:<br>
00:00 Intro<br>
00:27 Archiving vs. Extended Storage<br>
00:58 Creating an Archiving Profile<br>
03:45 Scheduling the Archiving Task<br>
05:10 Selecting the Data to Archive<br>

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Categories
User Guides Documentation Integrations Categories Products exacqVision Integrations

Axis Q19 Series Thermal Cameras Integration Guide

Description

Axis thermal cameras provide heat-based detection for monitoring property or detecting thermal anomalies which could lead to incidents involving smoke or fire. This guide is intended to introduce the use of these devices with your exacqVision VMS software.

Requirements

  • Axis Q19 Series Camera
  • Camera firmware 11.8 or higher
  • exacqVision Server/Client 24.09 or higher

At the time of writing this article, these instructions pertain to the Axis Q19 Series of cameras and assume you have already located the device on your network and logged into the web browser interface.<br><br>

Thermometry Configuration

Detecting a Temperature Change (Temperature Tripwire)

  1. Expand the Thermometry menu from the left-hand side, then select Temperature Reading.
    <br><br>
  2. Select a color palette of your choice from the Palette menu on the right.<br><br>
  3. Set the Temperature unit you intend to use, either Celsius or Fahrenheit.
    <br><br>
  4. Select Temperature detection, beneath the Thermometry menu on the left.
    <br><br>
  5. Back on the right, select Add detection area.
    <br><br>
  6. Use the handles to drag out the bounding area on the video panel to highlight the polygonal area of interest.<br><br>
  7. Provide a descriptive name in the Name field, such as “High Temperature” or “Low Temperature” depending on what you may be concerned about sensing.<br><br>
  8. Enable the Use area control to enable monitoring this detection area.<br><br>
  9. Set Temperature in area choice.
    • If detecting a high temperature is desired, choose ‘Warmest Spot’ from the Temperature in area options. Then select ‘Above’ and enter the temperature degrees you wish to be alerted at.
    • If detecting a low temperature is desired, choose ‘Coolest Spot’ from the Temperature in area options. Then select ‘Below’ and enter the temperature in degrees you wish to be alerted at.<br><br>
  10. You may wish to adjust the Delay field time if some fluctuation is expected in the region. This setting will allow the event to trigger only after remaining above/below the set temperature threshold for a given amount of time.<br><br>
  11. The Include detection area in video stream selector determines if, or when, the bounding area is included in the video stream as it will be sent to exacqVision.<br><br>
  12. Checking the Include temperature checkbox will display the detected temperature.<br><br>

Detecting Smoldering Fire

The Thermometry functionality of the camera combined with the Early Fire Detection app may be used to sense if a fire could ignite in a designated area. The early fire detection app filters uninteresting moving objects, to minimize false alarms.

  1. Expand the Thermometry menu from the left-hand side, then select Temperature Reading.
    <br><br>
  2. Select a color palette of your choice from the Palette menu on the right.


    NOTE: Axis recommends avoiding the use of palettes beginning with ‘Iso’ for best performance, preferably using the ‘White-hot’ option.<br><br>
  3. Set the Temperature unit you intend to use, either Celsius or Fahrenheit.<br><br>
  4. Select Temperature detection, beneath the Thermometry menu on the left.
    <br><br>
  5. Back on the right, select Add detection area.
    <br><br>
  6. Use the handles to drag out the bounding area on the video panel to highlight the polygonal area of interest.<br><br>
  7. Provide a descriptive name in the Name field. If you were monitoring a waste disposal area for the potential of a fire, you might name this “Waste Bin”.<br><br>
  8. Enable the Use area control to enable monitoring this detection area.<br><br>
  9. Use the Temperature in area control to select ‘Warmest Spot’ and ‘Above’.<br><br>
  10. Within the temperature field, enter 50°C (122°F)<br><br>
  11. Open the Apps menu from the left-hand side of the screen.<br><br>
  12. Enable the Early Fire Detection app.


    NOTE: At the time of this writing, this app is a beta release, version 1.2.0.<br><br>
  13. Select the Open button for the Early Fire Detection app.
    <br><br>
  14. Examine each of the defined detection areas on the right-side of the screen to ensure they are active for early fire detection.<br><br>

exacqVision Use

  1. Add the camera to your exacqVision Server, using the AXIS VAPIX Device Type, following the steps shown in How to Add IP Cameras – Manual Method.<br><br>
  2. Select the camera from the left-hand navigation tree to reach the camera settings page.<br><br>
  3. Select the Analytics tab from the bottom half of the page
    <br><br>
  4. A panel lists each analytic from the camera, including each detection region you defined on the camera as well as an ‘AnyArea’ option which acts as an alert when any of the regions have been triggered. Users may define the appearance of bounding areas for each analytic separately.<br><br>
  5. Users may also configure Event Linking or Event Monitoring actions to occur when any of these analytics are triggered. Use these to perform actions such as sending SMTP email notifications or change views for live viewers. More details on configuring Event Linking and Event Monitoring can be found in the exacqVision Client User Manual or the video links at the bottom of this page.
    <br><br>

Related Articles

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Categories
Video Library Demo Highlighted Video Guides Youtube Video Library exacqVision Mobile Categories Products

exacqVision Mobile – Getting Started & Server Connections

This video shows users how to connect to exacqVision Servers and manage Server connections.<br><br>

Chapters:<br>
00:00 Intro<br>
00:25 Connecting to your first server<br>
00:39 Connecting with an access code<br>
01:12 Connecting using a URL<br>
01:34 Quick View<br>
02:05 Connecting to additional servers<br>
02:22 Managing server connections<br>

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Categories
User Guides Video Library Demo Highlighted Video Guides exacqVision Client Youtube Video Library Categories Products

exacqVision – Remote Connections

exacqVision 24.09 introduces the Remote Connections feature. This video for system administrators discusses the benefits of using Remote Connections as well as creating access codes for mobile users. This feature can be used with exacqVision Mobile 24.09 and above.<br><br>

Chapters:<br>
00:00 Intro<br>
00:33 Features of Remote Connections<br>
00:48 Network architecture<br>
01:54 Enable Remote Connectivity in the Client<br>
02:17 Mobile Optimized Streaming<br>
03:15 Creating access codes<br>

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