Tag: Internal

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Knowledge Support Cloudvue Cloudvue Cameras Support Categories Products

llustra Flex2 4k Bullets / Domes Not Recording

Description 

If Cloudvue C2C Illustra Flex2 4k Bullet or Dome camera is not recording locally or to the cloud it may be a camera firmware issue.

Product 

  • C2C
  • IFS08D2OCWITB / TCCFS08D04032 Illustra Flex2 4k Dome
  • IFS08B2ONWITB / TCCFS08B06032 Illustra Flex2 4k Bullet

Solution

When issue was observed cameras were running the latest production firmware Illustra.SS004.01.09.05.0008 (Flex Gen2), live view was working normally however the cameras were not recording either to the cameras microSD card or to the cloud.

In addition the following errors were present in the camera firmware logs

Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1276) mpResourceControllerValidateVideoClient: Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (mediapipe_resource.cpp:1277) Invalid client request [number=2, w=1280, h=720, fpsMin=20, fpsMax=20, codec=H264, view=normal, public=1, m_hwId=]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtpstream.c:1114) [0x59a14ee8] rtp_streamGetInfo...rtp_streamQueryFrameConfig failed
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1641) [0x599f7190] rtsp_sessionDescribe - failed to get info for video stream [0x59a14ee8]
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsession.c:1701) [0x599f7190] rtsp_sessionDescribe - unable to describe
Oct 8 13:48:04 Ambarella user.err mediaserver[1099]: error (rtspsrv_rtsp.c:277) [0xfa23e4] RTSP Session [0x599f7190] Unable to DESCRIBE, IP [127.0.0.1]

The camera started recording after the firmware was updated to Illustra.SS004.01.09.06.0003 (Flex Gen2). This is a beta firmware version and should NOT be given out to customers but can be deployed by support when needed.

Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Cloudvue Access Control Categories Products

Cloudvue Advance Replacement RMA Process – North America

Description 

Please use the following steps when creating a Cloudvue Advance Replacement RMA in North America.

Solution

Complete the normal Cloudvue RMA Process for North America, see KB #13217 for instructions.

From the RMA Salesforce Case Email Will Anderson <will.anderson@jci.com>  requesting that he create a sales order. 

The email should include the following information:

  • Partner:
  • Account:
  • Device MAC Address(es):
  • Device Model(s):
  • Contact Name
  • Contact Phone #
  • Contact Email
  • Shipping Priority:
  • Shipping Address:
  • Description:

IMPORTANT:  Since the RMA case will be assigned to Neal Johnson make sure to follow the Salesforce Case so you will get notifications when emails are sent to the RMA case.

Categories
Cloudvue Knowledge Support Cloudvue Gateway Support Categories Products

Cloudvue NVR Recorder Debugging

Description 

At times it can be useful to get nvr-recorder debug level output to troubleshoot recording issue on a Cloudvue Gateway.  This can be achieved using the smv-record debug engine.

Product 

  • Cloudvue Gateway

Solution

The basic steps are:

  • Stop the nvr-recorder service
  • Launch the smv-recorder directing the output to a text file
    • Allow smv-recorder to run for 30-60 seconds
    • Stop smv-recorder by pressing Ctrl+C
  • Start the nvr-recorder service
  • Review the output file for errors or warnings

Example

Tech Tip: 

Support Diagnostics also captures this information in the Smartvue-smv-record.log section.

Categories
Cloudvue Cameras Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

Prompted to “Checkout” When Saving Cloudvue Subscriptions

Description 

When using a global admin staff account I am being prompted to CHECKOUT and provide credit card information when updating camera subscriptions.

Product 

  • C2C
  • Cloudvue Gateway

Steps to Reproduce 

  • Access device via Cloudvue Manager
  • Expand Subscriptions
  • Apply desired subscription to all cameras
  • Click SAVE SUBSCRIPTIONS button

Expected Results 

  • SAVE SUBSCRIPTIONS button is displayed and subscriptions are saved when clicked

Actual Results 

  • CHECKOUT button is displayed and Credit Card Information is required

Solution

Check the Partners FIN Type. If the partners FIN Type is set to Stripe then the end user will need to use Cloudvue.com or Cloudvue Mobile to apply the subscriptions themselves and provide a credit during checkout.

See AES-995 for additional details.

Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories

Setting Cloudvue Engineering Environments

Description

The following instructions discuss setting up Cloudvue video devices for use in specific engineering and production environments.

Product

  • C2C
  • Cloudvue Gateway

Cloudvue Gateways

The basic steps to specify the use of a particular environment are:

  1. Drop and Create smartvuedb
  2. Set the desired environment
  3. Restart nvr-cloud-messaging service

Drop and Create smartvuedb

sudo mysql smartvuedb -s -e "drop database smartvuedb;"
sudo mysql -s -e "create database smartvuedb;"
sudo -i
bash /opt/smartvue/services/nvr-database-migrate/installer.sh
bash /smartvue/updater.sh

Set the Environment

Edit the file /smartvue/cloud-config.json to set the desired environment.

sudo nano /smartvue/cloud-config.json

Development 

{"cloud":{"uri":"wss://dev-messaging.cloudvue.com"}}

Production 

{"cloud":{"uri":"wss://messaging.cloudvue.com"}}

Staging 

{"cloud":{"uri":"wss://staging-messaging.cloudvue.com"}}

Restart nvr-cloud-messaging service

sudo service nvr-cloud-messaging restart

Troubleshooting

The messaging debug script can be very helpful in troubleshooting connection issues. 

sudo -i

bash /opt/smartvue23.9.0/bin/nvr-debug nvr-cloud-messaging
Categories
Knowledge Support Cloudvue Cloudvue Gateway Support Categories Products

“Camera Save Failed” Message When Adding Camera to Cloudvue Gateway

*** INTERNAL USE ***

Description

Getting a “Camera Save Failed” message when attempting to add a camera to a Cloudvue Gateway.

Product

  • Cloudvue Gateway 23.9.x

Steps to Reproduce

  • Scan to add the camera or add by IP Address

Expected Results

  • Camera adds and is visible in Cloudvue

Actual Results

  • Camera fails to add with the following Error
  • The error message in part contains the following.
"Error: Command failed: cameras initialize '--manufacturer=ONVIF' '--model=Generic ONVIF Camera' ...

Solution

  • This issue was due to an incomplete update.
  • The fix is to manually run the nvr-cameras installer script
smartvue@TCG16K1:/opt/smartvue/services/nvr-cameras$ ./installer.sh
Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories Products

Unable to Remove Cloudvue Custom View User

Description

Custom view users cannot be removed from a view as the checkbox for their user name will be dimmed and cannot be unchecked to deselect the user.

Product

  • C2C
  • Cloudvue Gateway

Solution

The user who initially creates a custom view becomes the owner of the view i.e., “Custom View owner” and cannot be removed from the view as the checkbox for their username will be dimmed and cannot be unchecked to deselect the user.

Currently there is no method through Cloudvue or Cloudvue Manager to switch this ownership of a view to another user. 

In the event a customer runs into this issue you will need to create an AES ticket requesting engineering run a script  deleting the current owner of the view(s) and assigning a new owner.

Additional Information

  • AES-725 – [CV] Unable to Remove View Only User
  • AESW-9098 – Cloudvue – SQL for changing the owner of custom views
  • KB#13393 – Cloudvue Custom Views
  • KB#13403 – Cloudvue Custom View Users
Categories
Knowledge Support Documentation Support exacqVision Client Categories Products

How to Use Debug View with PS files

Description 

DebugView is a tool that can be used to collect more data from PS files in cases where we are missing data from streams or exhibiting issues with exported files.

<br>

Product 

DebugView can be found at:
https://learn.microsoft.com/en-us/sysinternals/downloads/debugview

<br>

Steps to Use DebugView 

Once you have exported the PS file from a server you can download the DebugView application and open the program.
With Debug View opened, perform the following steps:

  1. Run CMD on a Windows machine using Run as Administrator<br><br>
  2. Change your working directory to the directory where the PS file is located, using the ‘cd’ command.
    Example:
    In this example the file is located on the Desktop
    cd C:\Users\username\Desktop<br><br>
  3. Run the file by entering the file name, and add the ‘-V’ parameter to the end. If located in a different directory, enter the file path.
    Example:
    In this example the file name is ‘3505-001A0280.ps’
    3505-001A0280.ps -V
    or
    C:\Users\username\Desktop\3505-001A0280.ps -V<br><br>
  4. When the Exacq ePlayer opens, press the play button.<br><br>
  5. DebugView will log activity during playback. Save the file as soon as the clip has finished playback to avoid logging your mouse and keyboard activity.

In this Example- We have an issue where the data that was recorded is not viewable when searching, exporting the video.
This tells us that the cameras were getting some of the stream information but not all of the stream information that is vital to play back the video that was recorded.
This might suggest that the camera was in a bad state, low power mode or there was something taking place.

<br>

Categories
Cloudvue Cloudvue Cameras Knowledge Support Support Categories Products

Adding SCP to Illustra Essentials C2C Cameras

Description 

Illustra Essential cameras were manufactured by Topview and do not include scp (Secure Copy Protocol).  As a result, files cannot be easily transferred to or from the device.  The debug.sh script can be used to temporarily install scp onto the device enabling up/downloading of files.  While scp will not survive a reboot the debug script, debug.sh does and can be used to quickly add scp as needed.

Product 

  • Illustra Essential
  • Cloudvue C2C

Prerequisites

  • Confirm the device is a Topview manufactured camera
  • Verify that debug.sh does not already exist in /home/smartvue
  • Download the debug.sh script from the support portal HERE
  • Open the debug script in Notepad++ on your machine
  • Establish an ssh session via the Cloudvue Tunneling server to the camera

Solution

Identifying a Topview Camera

The  most common ways to identify Topview manufactured cameras are: 

  • In Cloudvue Manager (Device Details > Firmware Version) look for “Essentials”
  • Check the architecture, Topview  cameras use the MIPS architecture which can be found using the uname command on the device. 
  • </code># uname -a<br>Linux Essentials4-T10A212700003131 4.1.0 #6 PREEMPT Thu Nov 24 09:54:36 CST 2022 mips GNU/Linux</code>

Creating the Debug Script

Since there is no way to initially transfer the debug script to the device it will need to be manually created.  This is done by cutting and pasting the contents of the script from your machine to a new debug script file on the camera.  Please note the only text editor available on these devices is vi.

  • On the camera launch vi with the name of the script
  • <code># vi debug.sh</code>
  • Paste from Notepad++
    • Within vi
    • Press lowercase letter “o” to insert a line below the current line and go into edit mode
    • Press the up arrow key to move to the 1st line
    • Paste the entire contents of the debug.sh file from notepad++ on your machine to vi
    • Note: It will take some time for the paste to complete and it will occasionally pause.
  • Verify Accuracy
    • When the paste has completed verify that the last lines from Notepad++ match those pasted in vi
    • Failure – Last Line Does Not Match
      • Press the “esc” Escape key to exit “insert Mode”
      • Type “:q!” and press enter to force quit without saving any changes ‘
      • Attempt creating the debug script again
    • Success – Last Lines Match
      • Press the “esc” Escape key to exit “insert Mode”
      • Type “:wq” and press enter to open a vi command prompt, write the changes to file and quit vi

Running debug.sh

Before running the first time debug.sh must be made executable using the chmod command.

<code># chmod +x debug.sh</code>

  • Now Launch the script by proceeding the file name with “./”.  If all went well with the creation process debug.sh will run and a menu of choices will be displayed.
  • <code> # ./debug.sh <br>CHOICES:<br>0. print [h]elp<br>1. debug <br>[m]essaging<br>2. debug [r]ecorder<br>3. [R]estart camera or services<br>4. [i]nstall scp on Essentials<br>5. [q]uery iAPI<br>6. print/update [e]nvironment<br>7. [o]pen firmware logs<br>8. run [v]ideo sync<br>9. pretty-print [j]son<br>10. query camera re[b]oots<br>11. query local [d]atabase<br>12. bundle [l]ogs<br>Please select an option: 4<br>#</code>
  • Select option 4 and press enter to install scp on Essentials.
  • When successful no message is returned and debug.sh will terminate.
  • If scp is already installed the message “”scp already exists in path. Cancelling scp install…”” will be displayed and debug.sh will terminate.
  • Installation of scp can be confirmed using the which command.
  • <code># which scp<br>/bin/scp</code>

scp has now been successfully installed and files can be transferred using scp or other tools such as MobaXterm.

Categories
Cloudvue Cameras Knowledge Support Cloudvue Cloudvue Gateway Support Categories

Correcting Error: Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif

Description

Prior  to the release of Cloudvue version 23.9 the error message “”Error:  Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif’” could appear  when trying to add cameras to a Cloudvue Gateway.

This will be fixed with the release of 23.9.x.

Products 

  • Cloudvue Gateway v 22.9.x and older
  • Hikvision
  • Illustra
  • ONVIF

Steps to Reproduce 

Add a new camera either by scanning or by IP.

Expected Results 

Camera adds to the system.

Actual Results 

Camera does not add and displays the error “Error: Cannot find module ‘@jci-Internal/acvs-cloudvue-onvif”.

Solution

  • gain ssh access to the Cloudvue Gateway
  • replace “jci-internal” with “jci-products” in the files /opt/smartvue/services/nvr-cameras/onvif/index.js and /opt/smartvue/services/nvr-cameras/probe.js
  • This can be done by manually editing the files or with the following commands:
  • <code>sed -i ‘s/@jci-internal/@jci-products/g’ /opt/smartvue/services/nvr-cameras/onvif/index.js</code>
  • <code>sed -i ‘s/@jci-internal/@jci-products/g’ /opt/smartvue/services/nvr-cameras/probe.js</code>

Related to AES-711 “CV – Illustra IFS16-M10-BT03 fails to add to GW with error – cannot find module ‘@jci-internal/acvs-cloudvue-onvif'”