Tag: Level2

Categories
Knowledge Support Support exacqVision Server Products

Auto Export fails to Close File

Description 

We have seen reports of the Auto export not finializing. ExacqServer Versions 20.12, 22.12 and 23.06 are all working as expected.

Updating to ExacqServer 23.09 it fails to close the file… resulting in a partial file that core.exe is still holding onto and there is no video in the player when attempting to playback the file.

Below are some photos of the errors seen during the auto export process that would appear.

The write progress will seem like its done with the progress bar but nothing seems to be compiled properly.

Failure of playback errors seen below:

Product 

Define which product(s) this article applies to bulleted list recommend if more than one.

  • Exacq Server Windows and Linux
  • exacqVision Server 23.09 and 24.03 and above.

Steps to Reproduce 

If server is updated to 23.09 and 24.03 official release and start the auto export the process will not complete properly.

Expected Results 

Auto Export should function as it was on Server Versions 20.12,22.12, and 23.06 official releases.

Actual Results 

Auto export fails to close the file resulting in a partial file that core.exe is still holding onto and no video in the player when attempting to playback.

Solution

Roll back to 23.06 will allow the auto export to function properly.
AES-902 ticket is finalized and will in official release of 24.12 in December of 2024.

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Categories
exacqVision Client Linux x64 exacqVision Client Windows Knowledge Support Support exacqVision Client

Remote Connections node not visible in ExacqVision Client

Some ExacqVision Client users report being unable to see the “Remote Connections” tab in some Environments.

NOTE: This is typically an Operating System or Domain permissions issue.

Products 

  • ExacqVision Server Version 24.09.4.0 and up.
  • ExacqVision Client Version 24.09.3.0 and up.

Steps to Reproduce 

In a restricted environment, or with a restricted user, launch the ExacqVision Client from the Desktop Icon, or folder.

Expected Results 

When signed in as an administrator to the ExacqVision Client software, the “Remote Connections” tab is visible in the navigation tree.

Actual Results 

The “Remote Connections” node does not populate in the navigation tree as expected, even when signed into the ExacqVision Client as an administrator.

Solution

Windows:
Right-Click the icon and select the option to “Run as Administrator” or, if the option exists, “Run as Elevated”.

Linux:
Invoke the ExacqVision client with sudo commands or as the root user.

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Categories
exacqVision Server Linux x64 Support exacqVision Hardware

Some Exacq Ubuntu images may disable Unattended-Upgrades package features by default

Ubuntu’s unattended-upgrades commands and package features may not work as expected when using an Exacq Ubuntu image on ExacqVision hardware. By default on Ubuntu Exacq images, unattended-upgrades package features are purposely disabled from running due to the potential of losing video – and how the use of this feature cannot guarantee uptime of the ExacqVision Server software host.

This unattended-upgrades package is usually intended to install security updates automatically, by default, so that machines that are not proactively maintained do not become a liability.

For more information regarding ExacqVision’s stance on updating or upgrading operating systems on ExacqVision NVRs please see:
https://support.exacq.com/#/knowledge-base/article/5144

Product 

  • ExacqVision Server Hardware
  • ExacqVision Server Software
    Ubuntu Operating Systems only.

Step to Reproduce 

Schedule unattended-upgrades package features as listed by Ubuntu documentation.
See: https://ubuntu.com/blog/3-ways-to-apply-security-patches-in-linux

Notes:
The unattended-upgrades package is over a decade old, and is enabled by default on all currently supported versions of Ubuntu offered directly from Ubuntu. The ExacqVision image is configured differently, with this disabled as to prevent loss of video.

Expected Results 

Unattended-upgrades package features should work as expected when scheduled.

Actual Results 

Unattended-upgrades package features fail without dialogue.

Solution

1) Run the terminal commands below:

sudo apt-get -y install unattended-upgrades

sudo apt-get install apt-listchanges

sudo dpkg-reconfigure –priority=low unattended-upgrades

2) Create and/or edit the file at /etc/apt/apt.conf.d/10periodic and /etc/apt/apt.conf.d/20auto-upgrades with the following:

APT::Periodic::Enable “1”;

APT::Periodic::Update-Package-Lists “1”;

APT::Periodic::Download-Upgradeable-Packages “1”;

APT::Periodic::AutocleanInterval “1”;

APT::Periodic::Unattended-Upgrade “1”;

3) Run the following terminal commands:

systemctl unmask apt-daily.service

systemctl unmask apt-daily-upgrade.service

systemctl enable apt-daily.service

systemctl enable apt-daily-upgrade.service

4) sudo systemctl edit apt-daily-upgrade.service

Edit and Comment out “ExceStartPre=” line,

repeat this action for:

sudo systemctl edit apt-daily-upgrade.service

5) Run the following terminal command:

sudo systemctl daemon-reload

6) Run all of the following terminal commands in order listed:

systemctl enable apt-daily.timer

systemctl enable apt-daily-upgrade.timer

systemctl start apt-daily.timer

systemctl start apt-daily-upgrade.timer

systemctl start apt-daily.service

systemctl start apt-daily-upgrade.service

7) systemctl list-timers to see if the timers are active and when they run next

8) tail -n 100 /var/log/unattended-upgrades/unattended-upgrades.log to see if it ran at the time start service was ran

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Categories
Knowledge Support Support exacqVision Client exacqVision Server

Allibi Camera ALI-PZ40-UZAI PTZ is disabled by default on 23.06-24.03

Description 

Cameras are not able to switch to Serial IP under Mechanical tab.
Looking at the Onvif plugin the PTZ for the camera was set to “0”
We could not enable it in the client. When attempting to set the serial to IP in the mechanical PTZ tab, it would flip back to the Serial Port to OFF.

The camera icon in the camera list would also show up as a bullet icon at first.
After editing the onvif xml the icon would switch over to a PTZ icon and the Serial option for IP would save properly and allow PTZ to function.


Product 

  • Microsoft Windows Server 2019 Standard 64-bit 10.0.17763
  • TESTED ExacqServer Version: 23.03, 23.09, 24.03, possible 24.06 and 24.09 official releases.
    Camera Firmware FW CIPC-B2501.1.77.C007180.NB.230628

Steps to Reproduce 

Add camera to Server
Navigate to camera settings page and click on the Mechanical PTZ tab.
Change Serial from off to IP.
The setting will revert back to OFF.

Expected Results 

PTZ should be available to these cameras.

Actual Results 

You can not configure them with out the workaround below.

Solution

The only way to get PTZ to work after updating to 24.03 was to edit the onvif xml

After the update to 24.03 Server the default setting in the ONVIF xml was set to
<PTZ Supported=”2″ Enabled=”0″>
To fix please do the following.

  1. Stop exacqServer service and edit the Onvif.xml.
    Make sure to open Notepad++ or Notepad as a ADMIN first and then navigate to the following location:
    C:\Program Files\exacqVision\Server
    Select the File onvifnvcpi.xml
    By holding Control button and hitting the F key, you can search for the IP address of the camera in question.

    Look for the following in the XML for each camera on the system:

    <PTZ Supported=”2″ Enabled=”0″>

    CHANGE IT TO:

    <PTZ Supported=”2″ Enabled=”1″>
    SAVE THE FILE in your TEXT EDITOR
    Start the ExacqServer service.
    PTZ option should now be set to IP for the Mechanical PTZ option in the camera setting page. It might be needed to select IP in the drop down menu again, but from testing we did that was not the case.

    NOTE: This might be affected still on version 24.06 and 24.09 official releases as well.
    AES-922
    This is still being investigated by engineering. but is a work around to allow the PTZ to function as it should.

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Categories
Knowledge Support Support exacqVision Server Products

Pelco SMLE1-15V5-3h Motion Events are not Received by Exacq

Description 

The Pelco SMLE1-15V5-3h does will not record or see last motion events in exacq client/ server.
Both Firmware’s were tested and work with the override.
4.80.0.24(F722c136)
and
fw 4.86.0.20(7a7d6563)

Product 

ExacqVision Server 24.03.7.0 – 24.09.4.0

Steps to Reproduce 

Set up motion in the cameras gui for each head in the camera to enable motion events.

Expected Results 

Exacq should receive Motion Status events and record.

Actual Results 

Motion Events are not seen by exacq while camera is sending motion events, and Exacq does not record. Continuous Recording Does work.

Solution

Update the Server to Build 24.09.175706.0 x64.
In IP Cameras add the override of
#Config=dynamic
AES-1069
This will be addressed in a future official release to remove the need for the overrides when adding these cameras.
Until them please update to server and use the overrides as needed.
T2 support will need to be involved in transferring the build version exacqVisionServer_24.09.175706.0_x64 to the customer system and to install.

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Categories
Knowledge Support Support Categories exacqVision Hardware Products

Ruling out interfering software in Windows

Description

When troubleshooting exacqVision software in a Windows environment, it is likely that the customer has installed various monitoring or protection software which could be interfering with our communication or processes. The most common culprit is Anti-virus software.

However, there are many different methods of determining what software is running on a machine. There are several that actively hide themselves from the task tray or the Programs list. Below is an effective way of quickly determining what else is running on a system.

Utility – msconfig

The Microsoft System Configuration Utility can be used to see what services are running running with the ability to quickly rule out all Microsoft necessary services.

Open the msconfig utility by clicking on the “Start” button and typing msconfig – select the ‘System Configuration’ result.

You can also launch msconfig.exe from the “Run” dialog.

Once it loads, select the “Services’ tab.

Click on the ‘Service’ heading to sort them by name (useful for the next step).

Rule Out Windows Defender

Scroll down and look for anything that begins with Windows Defender…

There are several different names for Defender Anti-virus. On my machine it’s ‘Windows Defender Advanced Threat Protection Service’ and its status is ‘Stopped’ This tells me that it is not a concern for our software. However, the Firewall is enabled. This may be configured in a way that interferes with our communication.

In other situations, you’ll see Defender Anti-virus running. Normally Defender does not cause much of an issue for us, but it can be locked down and more aggressive in scenarios where they have attached the system to a Domain. It would be worth asking how the customer has configured Defender and trying setting exclusions for our software. See KB 853.

Ruling Out Other Services

Now that you’ve ruled out Microsoft’s own Anti-virus, you can check the box ‘Hide all Microsoft services’

The resulting list will be everything that has been installed on the machine since the time the Operating System was installed. These items may need to be researched if there is something unfamiliar. Discuss with the on-site technician or customer items that may be related to Anti-virus, security software, threat protection, anti-malware, heuristics, etc… It may be possible to set exclusions for our processes, but this is the responsibility of the customer to apply the changes..

Sometimes it is helpful to create a report of all the installed Services to supply to a customer or IT department. This can be accomplished in PowerShell with the “GetService” cmdlet. To see a list of all services, in PowerShell type:
Get-Service | Sort-Object status | Out-Gridview

This will open a window with all Services sorted by their Status. You can then use ‘Ctl-A’ to highlight all, and ‘Ctl-C’ to copy this data to the Clipboard. This can then be pasted into a spreadsheet or text file.

Ruling Out Other Processes

Now that you’ve seen all of the services running on the system, it’s time to see if any executables are running at startup that aren’t registered as Windows Services.

Right-click on the taskbar and select ‘Task Manager’. Then click on the ‘Startup’ tab.

Again, discuss with the technician or customer if these items are expected to be running on the machine. Utilize search engines and forums to research any that you are unfamiliar with.

Categories
Knowledge Support Support Categories Products exacqVision Hardware

Analog video freezing on tDVR 8016e capture boards – Linux

Description 

Some Exacq hybrid systems built since 7/23/2024 and running Ubuntu 22.04 have exhibited a freeze of the analog video after running for some period of time. This is likely a result of a false-positive error state in the PCIe ASPM (Active-state Power Management).

This can be confirmed using a Terminal with the following command:

cat /var/log/kern.log | grep pcieport

The result will include lines similar to the following:

pcieport 0000:00:01.0: PCIe Bus Error: severity=Corrected, type=Physical Layer, (Receiver ID)
pcieport 0000:00:01.0: device [8086:460d] error status/mask=00000041/00002000
pcieport 0000:00:01.0: [ 0] RxErr (First)
pcieport 0000:00:01.0: [ 6] BadTLP
pcieport 0000:00:01.0: AER: Error of this Agent is reported first
pcieport 0000:00:01.0: AER: Multiple Corrected error received: 0000:00:01.0
pcieport 0000:00:01.0: AER: can't find device of ID0008
pcieport 0000:00:01.0: AER: Multiple Corrected error received: 0000:01:00.0

Steps to Resolve

The resolution is to disable the power management mode for the PCI slots by adding a kernel boot parameter. This can be accomplished either by editing a file, or by downloading and running a script .

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Method 1: Editing the /boot/refind_linux.conf file

  1. In a Terminal open the file in a text editor with sudo privileges with:
    sudo gedit /boot/refind_linux.conf

2. Edit the the highlighted lines to add “pcie_aspm=off” prior to the parentheses (“) so it matches the following:

3. Save the file and reboot the machine with:

sudo reboot

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Method 2: Run the tdvrfix.sh file

  1. After logging in to the Support Portal (support.exacq.com), download the tdvrfix.sh file to the Linux Desktop.
  2. Open a Terminal and change directory to the Desktop with:
    cd Desktop
  3. Set the tdvrfix.sh file to be executable with:
    sudo chmod +x tdvrfix.sh
  4. Run the script with:
    sudo ./tdvrfix.sh
  5. Reboot the machine with:
    sudo reboot
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Confirmation

After a reboot, you can confirm the fix was applied successfully by opening a Terminal and running the following command:
cat /proc/cmdline

Confirm that “pcie_aspm=off” is in the results.

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Categories
Knowledge Support Support exacqVision Enterprise exacqVision Client exacqVision Server exacqVision Mobile Categories exacqVision Webservice Products exacqVision Hardware

2024-09 September Quarterly Release Training

2024-09-exacqVision-Release-Training

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exacqVision Server

  • Bug Fix – Fixed insertion of objects lacking metadata or bounding box
    (AESW-9440)
  • Bug Fix – Improvements to event size estimates for bookmarks
    (AESW-11010)
  • Bug Fix – illustra3 and illustramultipi fixed issue where Alarm 2 status would not change after being canceled
    (AESW-10146)
  • Bug Fix – illustra3 and illustramultipi fixed issue causing edgestor backfill to hang
    (AESW-9581)
  • Bug Fix – Onvif, fixed issue preventing simultaneous PTZ
  • Big Fix – Onvif, fixed excessive pullpoint logs on errors
    (AESW-10727)
  • Bug Fix – Onivf, fixed potential PTZ disconnects
    (AESW-11469)
  • Bug Fix – psfpi, fixed potential hang when evAPI attempts to cancel search
    (AESW-10961)
  • Bug Fix – Samsungpi, fixed crash on disabled device during connection
  • Bug Fix – Samsungpi, fixed potential crash when connecting to newer devices
  • Enhancement – Support Area Zoom on Axis M5000-G PTZ camera
    (AESW-10568)
  • Enhancement – eventpi, new event indicates thinning occurred, includes event linking sources
    (AESW-7651)
  • Enhancement – Installer adds firewall rules added for failover and failback
  • Enhancement – Improved analytic parsing
  • Enhancement – Provide the analytic type to core
  • Enhancement – Improved handling of transport errors
    (AESW-10120)
  • Enhancement – New SOAP calls for Onvif Profile M and S conformance
  • Enhancement – remotepi, move connection to production switchboard service
    (AESW-9771)
  • Enhancement – Additional logging around LDAP reauth queries
    (AESW-9769)
  • Enhancement – Improved performance by reducing amount of analytics sent from server to client
    (AESW-7715)
  • Feature – Support for Wasabi S3 as archiving target
    (AESW-5814, AESW-10924)
  • Feature – Support added for Axis Thermometry
    (AESW-8816, AESW-8918)
  • Feature – Illustra LPR Support
    (AESW-6504)

exacqVision Client

  • Bug Fix – Manage the preferred MAC address in License panel
    (AESW-11267)
  • Bug Fix – Fixed issue where exacqReply controls did not appear until window was resized
    (AESW-9992)
  • Bug Fix – Clear grid dropdown, to fix issue where drop-down menus duplicate entries
    (AESW-10923)
  • Bug Fix – Fixed issue with Oldest Desired Content of Cloud Drive
    (AESW-8097)
  • Bug Fix – Fixed issue of event forward button being disabled when skipping ahead
    (AESW-8958)
  • Bug Fix – Fixed issue of client crash when selecting Find Camera when creating a new View
    (AESW-10038)
  • Bug Fix – Fixed client crash when selecting audio in Add Video panel
  • Bug Fix – Fixed issue of auto play not working in Timeline search
    (AESW-8529)
  • Enhancement – Remote Connections, found on navigation tree
  • Enhancement – Added Mobile Optimized Streaming panel for Remote Connections
  • Enhancement – New toast message indicating event thinning has occurred
    (AESW-9871)
  • Enhancement – Client improvements to amount of analytic data passed between server/client
    (AESW-7716)
  • Enhancement – Support “horizontal flip” for Storage page to accommodate storage layout for new Avnet systems
    (AESW-10562)
  • Enhancement – Apply our security standards to Bodyworn password fields
    (AESW-1575)
  • Feature – Support for Wasabi S3 as archiving target
    (AESW-11025)

exacqVision Web Service

  • Bug Fix – Fixed 24.03 issue where iPAD experienced video buffering and timeout errors
    (AESW-10945, AES-839, AES-863, AES-909)
  • Bug Fix – Web client supports session timeout detection, respects the login token
    (AESW-9753, AES-774)

exacqVision Enterprise Manager

  • Bug Fix – Add missing pagination endpoints
  • (AESW-11414)

Exacq Mobile 3

  • Bug Fix – Fixed issue with video failing to play after one hour
  • Enhancement – Added notification to point users to new exacqVision Mobile app
    (AESW-9166)

exacqVision Mobile

  • exacqVision Mobile requires Server version 24.09 or higher
  • Remote Connectivity requires Client 24.09 or higher as the Client is needed to connect to the cloud switchboard and generate access codes
  • If SSA expiration or OS requirements prevent updating to Server 24.03, users will need to continue using Exacq Mobile 3, with the exacqVision Web Service

Exacq Hardware

Hardware Revisions

  • C-Series 16S & 32S
  • G-Series Micro
  • G-Series PoE 8ch & 16ch
  • Q-Series Desktop & Desktop Hybrid
  • A-Series 2A & 2A Hybrid  (no RAID)
  • A-Series FA & FAR  (RAID)
  • X-Series 1U & 2U  (RAID)

exacqVision Advantage

  • Provides free exacqVision licensing on BBE hardware for most models of Illustra Flex and Pro cameras (Gen3, Gen4, and future generations).
  • Does not apply to the Flex Gen3 Multisensor, which is ONVIF only, does not have the Illustra API

Illustra

  • New Pro camera models providing LPR on the edge
    • Bullet IPS05-B12-LPR4
    • Dome IPS05-D12-LPR4

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Categories
Knowledge Support Support exacqVision Server Products

PSMOVE For Windows

Description 

The purpose of this KB is to help run PS MOVE and where to place the files on a system.

Product 

PSMOVE.exe
Exacq Server 23.03 and above.

File Location: 

Windows:
Place psmove.exe in the Server folder.
Open powershell or command promt as ADMIN.
cd C:\Program Files\exacqVision\Server and place the psmove.exe into the server folder.

Linux: ETA not available yet.

NOTE: When Running on Windows AND Linux PSMOVE must be in the sever folder because it depends on the libraries installed with server.

Running PSmove on Windows: 

Once the psmove.exe is in the Server location seen above, you can run the following command to execute it.

In command prompt or powershell type the following
cd C:\Program Files\exacqVision\Server

Then type:
psmove -r-


Additional Information and KB’s for reference

  1. It defaults to report-only mode. psmove -r- will move files.
  2. It will open a ps file and get the first frame timestamp and determine the correct hour directory for the file, based on the CURRENT timezone. If the file is not in the correct hour directory, it will rename it to put it in the correct directory.
  3. Collision avoidance: If there is already a file in the destination directory of the same name, it will decrement the timestamp by one second, generate the new name and try again. Only the file name is changed, not the file content.
  4. The reporting is still pretty slim. report-only mode when specifying a “path” doesn’t currently count what “would” be moved correctly. When moving, it will count the hours and files that were moved.
  5. The default mode is to check all volumes. It will locate all of the media in the y/m/d/h directories. report-only mode will count correctly.
  6. It does not delete empty files. With newer versions of ev there shouldn’t be any. It will report empty files. An empty file cannot be checked for the correct directory. It’s empty and, therefore; doesn’t have a first frame timestamp.
    So, on a server that recorded in one timezone and then changes timezones, PSmove will get the files in the correct hour directories. All of the content should then be searchable.
  7. We’ve reduced the dependencies to the minimum, there are still dependencies. PSmove will only work with the server for that version and later after the compiler upgrade.

KB’s
https://support.exacq.com/#/knowledge-base/article/12416

PSMOVE.exe file:
https://support.exacq.com/#/file-manager/file/32753166-bddf-41d1-9fbd-a8ae6a9e10b4/psmove-exe

We will continue to update this KB as the Linux version gets finalized.

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Categories
exacqVision Enterprise Windows Knowledge Support Support exacqVision Enterprise Products

Enterprise Manager memory resource usage high due to importer

Exacq Support has identified an issue with Enterprise Manager importer processes using an excessive amount of memory resource, often requiring reboot due to system becoming unresponsive when installed on some Windows machines. This is estimated to affect versions 23.06.2.0 thru latest versions of ExacqVision Enterprise Manager for Windows. Developers are aware and working on resolving these issues.

NOTE: This high memory resource usage often corresponds with errors seen in importer log exceptions. You can trace the PID this process starts up on in importer-error logs to the process in task manager in Windows.

Product 

  • ExacqVision Enterprise Manager
  • 23.06.2.0 – 24.06.2.0

Solution

Engineering has developed a temporary workaround consisting of a PowerShell script developed to scan for and kill certain importer processes when their memory usage is at unacceptable levels. This script runs every 5 minutes, unless code is altered. This script should only be used as a last resort for Support personnel to deploy when all troubleshooting and other remediation steps have been exhausted. In some cases it may be recommended to alter the MemoryCeiling function of this script to better suite certain customer scenarios.

It is also recommended that this script be triggered as a scheduled task from task scheduler. This often requires that Execution Policies be bypassed to launch successfully on reboot. Detailed instructions are below:

1) Download the importerMonitor.ps1 script from:

https://support.exacq.com/#/file-manager/33becef0-0ab8-4b0f-9127-94884ac262a6/em-dev-build

2) Unzip the file and place the importerMonitor.ps1 file in a directory. Often times, it is best to place this in: “%\Program Files\exacqvision\”

3) Open Task Scheduler in windows and Create Task, then name task importerMonitor and configure an admin user and to run whether user is logged on or not. Be sure to check the box for Run with highest privileges, and configure for OS in use.

4) Under triggers, select New… Then configure for “At Startup”.

5) Under the Actions tab, select New… and configure as follows:
– Start a Program
– Program/script: Powershell.exe
– Add arguments: -ExecutionPolicy Bypass – File “C:\Program Files\exacqVision\importerMonitor.ps1”

6) Configure the conditions tab as pictured:

7) Configure the Settings tab as pictured:

8) Reboot to test the Task at startup, and verify it worked as expected by observing the History tab in Task Scheduler for this task:



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