Looking at the rear of the system, remove the three screws indicated in the illustration below.
Looking at the rear end of the top cover, remove the two screws indicated below.
Slide the top cover towards the rear and pull off to remove it from the chassis.
Remove the three screws indicated below.
Remove the front bezel by lightly lifting the tabs indicated and rotating the top of the bezel away from the chassis.
With the front bezel removed, looking at the front of the system, remove the two screws in the upper corners as indicated in the image below.
Lift the drive plate to separate it from the chassis. Remove the hard drive retaining screws shown in the image below, supporting the drive from underneath.
Detach the SATA power and data cables from the hard drive and attach to the replacement drive. Reverse the steps above to reassemble the system.
When reattaching the drive plate, fit the three tabs on the front of the plate into the slots as shown.
Please do not direct customers to the ‘Can’t find Camera?’ or ‘Can’t find firmware?’ links on the IP Camera Integrations database page. L3 Support has a weekly meeting with Product Management to drive progress on enhancements, including camera test record updates and camera/firmware testing.
Troubleshooting
Verify network connectivity with the camera.
Can the device be pinged from the NVR?
Can the device be access from the NVR’s web browser?
Verify whether the device is on the tested firmware version.
Verify the use of the correct Device Type.
Check that the exacqVision Server instance is on the latest version.
Repeat Steps 3 & 4 after updating.
If the device is on a newer firmware version than test records indicate, do not assume that this is the cause of the issue.
If the device is capable of firmware downgrades, ask the customer to downgrade to an older version or to the tested version of exacqVision.
If the device has never been tested, does it work with the Onvif Device Type?
If the customer is satisfied with using Onvif, there is no need to escalate.
What issues require escalation?
If customer issues meet one or more of the following requirements, a Support ticket escalation is warranted:
An already supported camera model needs newer firmware tested due to issues found.
The camera has never been tested and a customer is requesting it to be listed as supported.
Incorrect information is found in the test record database or the records requires updating.
Escalation Requirements
Latest version of exacqVision Server.
Device is running the untested firmware version.
If device was previously tested, it must be added with the proper plugin.
If device has not been previously tested, add with Onvif.
Exported Support Diagnostics.
Perform a Wireshark capture and limit to a single device. Use a capture filter to limit the capture to data from the affected device IP and minimize the capture file size. (e.g.- ‘host 192.168.1.9’)
Disable the device
Start the capture
Re-enable the device and wait for connection attempt or issue to reappear
It has been discovered that Illustra firmware SS018.24.03.00.0010 is missing key Cloudvue components and is there for NOT supported on C2C devices. The primary indicator is no data centers will be displayed when converting to Cloudvue mode.
Products
C2C#
Illustra#
Description
TCCF42V032
IFS02IFS02-D12-ITA4
2MP , 2.7-13.5 MFZ , Mini-Dome
TCCF44V032
IFS04-D12-ITA4
4MP , 2.7-13.5 MFZ , Mini-Dome
TCCF48V032
IFS08-D13-ITA4
8MP , 3.6-11 MFZ , Mini-Dome
TCCF42VI032
IFS02-D12-OIA4
2MP , 2.7-13.5 MFZ , IR Mini-Dome
TCCF44VI032
IFS04-D12-OIA4
4MP , 2.7-13.5 MFZ , IR Mini-Dome
TCCF48VI032
IFS08-D13-OIA4
8MP , 3.6-11 MFZ , IR Mini-Dome
NOTE: It should be assumed that this issue will affect any Gen4 Flex using Illustra SS018.24.03.00.0010 not just those listed.
Solution
Downgrade the camera firmware to the prior firmware version Illustra.SS018.06.05.00.0005, available HERE.
This guide will outline the steps needed to configure the tool SEQ on a PC in order to use scripts provided by Engineers at Exacq Technologies to aid in debugging Enterprise Manager Support Diagnostic Logs.
Pre-Requisites:
This guide will assume you have downloaded Enterprise Manager support diagnostic logs for the purpose of debugging.
This guide will assume you have downloaded the importEMlogs.ps1 powershell script.
This guide will assume you have downloaded the latest available version of the SEQ application program.
Initial installation and configuration steps
You must first install latest version of SEQ on your PC
You must then configure SEQ as follows: 2.A. change to the directory of saved log file in Powershell in example: cd C:\Users\youruser\Downloads\Diagnostics_year_month_day_time\EnterpriseManager
generate an API key by accessing the SEQ UI, located at http://localhost:5341 > Settings > API KEYS
open the importEMlogs.ps1 file provided by Engineering in notepad and observe the following commands:
To set a default server URL and API key, run the commands below: seqcli config -k connection.serverUrl -v https://your-seq-server
in example – you could run the following commands: (use HTTP unless certs are configured) seqcli config -k connection.serverUrl -v http://localhost:5341 seqcli config -k connection.apiKey -v YOURAPIKEY123456789
5. It may be necessary to set the system environmental variable for SEQCLI to work properly. You can do so by searching Windows for ” Environmental Variables “. Open the windows and add the entry for SEQCLI, as listed in the photo below:
Your SEQ instance should now be properly configured for use allowing you to send the Diagnostic Data to the SEQ server now installed.
Additional steps are now required after completion of the initial configuration in order to start using SEQ to debug Enterprise Manager Support Diagnostic Logs, as follows:
1. You must first place importEMlogs.ps1 powershell script provided by Engineering inside the unzipped “EnterpriseManager” directory of the support diagnostic log file you wish to debug.
2. change directory to the proper logfile directory “EnterpriseManager” listed above, and then run the following command:
You may now view the logs in the SEQ UI by navigating to Events and setting the proper filters. More documentation regarding the usage of SEQ can be found at: https://docs.datalust.co/docs/the-seq-query-language <br>
Documentation for SEQ filtering can be found HERE.
There are some reports that after setting up Global At Most Rules the data is not removing older content off the drives. For example if recording has been taking place for a year and Global At Most Rule is set up after a year of recording some of the older content is not being removed from the data drives.
Product
Server 23.09.9.0
Linux 18.04
Steps to Reproduce
Oldest content on the storage drive will show content past the current Global At Most Rule that are configured. This was seen on units that had been recording for a long amount of time. Then at some point a Global At Most Rule was created. After the 30 days the data was not being removed from the system.
Expected Results
We should purge older data. However if there is a year worth of data we may need to give it a hand to clear out in special cases where customer need to see a certain amount of Oldest content on the Storage page.
Actual Results
If data is on the unit for 365 days, then it can take time for that data to be purged. It will keep showing Oldest content of 365 days until it successfully purges the data.
Solution
A work around is to delete some of the older content outside their current Global At Most Rule.
1. Stop the server and check the data folders on the drives.
2. NOTE: ALWAYS HOLD SHIFT and then hit the Delete Key. If you do not do this it can fill up the OS drive’s recycling bin. Remove Years, Months as needed from the data folder.
3. Start the exacqVision Server Service and allow up to 5 minutes for the Sweeper to run. We delay the Sweeper service from starting right away on purpose.
4. Monitor the logs on the server around the 5 minutes, and search for a sweeper event, and then look for a fscleanup event in the logs. If this is seen you can validate on the Storage page if the Oldest Content numbers change within the next several minutes down to the size of the At Most Rule 30 Days.
In the following example we stopped the service and removed data off the drives down to 62 days and 9 hours. After removing the data we started the service and waited 5 minutes.
After 5 minutes you should see the following in the logs.
PSFPI Verbose Sweeper - expiring all files older than Tue Apr 2 10:20:58 2024.
This indicates that the Sweeper is looking at the older content on the drive and preparing it to be removed.
After a few more minutes the oldest content was reduced down to the target Global At Most Rule of 30 days.
As with all third-party software not on the Product Integration section, the user assumes the risk of software incompatibility with the exacqVision software suite.
Therefore, if there is an inquiry on what an AV program found and is blocking we should open a ticket with engineering and confirm what the file is, and what it does to help maintain a list of examples that can be excluded.
It is recommended to exempt certain files if they are targeted by scans of the Antivirus program to allow proper functionality of the software.
List of examples for certain scans and why they are important for Exacq Software.The file extension may be ‘.exe’, ‘.ps’ or ‘.ps.1’ for Windows. In Linux it will be ‘.sh’.
curl – Utilized to download updates, email and sync with EM.
dhcpconfig – Utilized for enabling/configuring the DHCP Server
driveprep – For partitioning new data drives.
dvdrwtools – For burning of a DVD/CD.
dvd+rw-mediainfo – For burning of DVD/CD.
evselftest – Utilized to scan disks for errors.
failover – Utilized for failover/failback.
iscsiprep – For configuring Extended volumes.
lshw – Utilized to gather hardware/software information about a system.
mediainfo – For burning of DVD/CD
mdnsd – For discovery of IP devices, Servers and Clients.
mDNSResponder – For discovery of IP devices, Servers and Clients.
mkbadst_config – For configuring Extended volumes.
mount – For mounting new data drives.
netconfig – For configuration of Network Interface parameters.
ntpd – For management of Time Servers and synchronization.
ntpdate – For management of Time Servers and synchronization.
opendhcpd – Utilized for enabling/configuring the DHCP Server
opendhcpserver – Utilized for enabling/configuring the DHCP Server
parted – For partitioning new data drives.
rmfs – For partitioning new data drives.
smartctl – Utilized to gather health (S.M.A.R.T.) data from drives.
sysinfo – Utilized to gather hardware/software information about a system.
teaming – For creating NIC bonds.
tzutil – For configuring the Time Zone settings of the OS.
update – Utilized to download and install updates as well as failback of recorded data.
w32time – – For configuring the Time settings of the OS.
wodim – For burning of a DVD/CD.
winio – This script is part of sysmgmtpi which monitors the health of the server and drives. The winio64.sys is the driver that allows part of that functionality.
This article describes why some menu options may not appear to all users of the exacqVision Client software.
Products
exacqVision Client (all versions) – on Windows OS
Issue
When pressing the Show Help button (?) in the upper-right corner of the exacqVision Client, some menu options are missing.
When selecting Support Diagnostics from Show Help menu, the only button provided is Save.
Expected Results
Pressing the Show Help button provides many options, several of which link to useful pages on Exacq.com or the Exacq Support Portal.
Actual Results
The Show Help menu provides only Help, Support Diagnostics, and About options.
When exporting Support Diagnostics, the Upload button is not available to directly access and use the support web form page.
Solution
This is expected behavior when the exacqVision Client software is not run with administrator privileges. This is controlled by the operating system.
To resolve temporarily, right-click on the exacqVision Client icon and choose Run as Administrator, or if performing from the Start menu Favorites, right-click the exacqVision Client icon, select More, then choose Run as Administrator.
To resolve permanently, add the operating system user to the local OS Administrator group.
NOTE: Solutions listed above may not be possible if the IT policies at the site do not permit exacqVision Client workstation operators to have admin access.
Arecont Camera 12176DN on fw 65200 is causing the video stream to time out and the stream is reconnecting. CGI access to the camera is fine.
Product
Client Version: “22.03.1.0”
Server Version: “23.06.1.0”
Arecont Camera 12276DN on fw 65200
Steps to Reproduce
Connect to the camera and let it record. The video stream is timing out and the stream is reconnecting. CGI access to the camera is fine.
Expected Results
Motion / Free run should not attempt to reconnect.
Actual Results
There are constant gaps in recording when searching.
Solution
Roll back the FW to version 65129 on the camera.
Per Arecont- According to our internal documentation, the only change from 65192 to 65200 was to properly provide a handshake response for digest authentication.
AES-662
Waiting on PM to decide how to appropriately resolve this. According to one customer they rolled back the FW on the camera and all the behavior seen prior resolved.
OPTIONS:
Arecont write fw to support onvif —> impossible, never happen.
Schedule a task to bring native plugin into spec with rest of plugins as a final step for legacy support as they themselves are moving to all onvif. Big lift. Proper thing to do.
Try a hack in the plugin to allow increasing the buffer size with an override. –> small lift (< 1 week) with understanding this may unnecessarily increase memory usage on a system with a lot of arecont native. An override to make this a per camera impact.
4)Give them some gratis licenses –> problematic, no way to specify what licenses are used for and they lose all motion recording functionality.
Some Exacq NVRs built with Microsoft Windows Server 2022 only acknowledge one network interface, rather than two, when being configured out-of-box.
<br>
Product
Issue has been noted on BBE systems ASRock Industrial IMB-X1313 system boards, listed below.
Z-Series systems
Some A-Series systems, depending on the system options ordered
NOTE: Windows Server OS is an optional upgrade for many systems, so this will not apply to all systems listed above.
<br>
Steps to Reproduce
Power on unit<br><br>
Check Windows Device Manager for listed network interfaces<br><br>
Check exacqVision Client Network Settings
<br>
Expected Results
All network cards are recognized and appear listed.
<br>
Actual Results
Only one interface is listed.
<br>
Solution
Attempt solution starting with Step 9 first. If this still fails, repeat steps beginning with Step 1, which requires opening the system chassis.
Power the system down gracefully using the shutdown option from the OS.<br><br>
Unplug system and press the power button to drain any residual power off the board.<br><br>
Open the system, locate and remove the CMOS battery from the system board. Wait 5 to 10 minutes before continuing.<br><br>
Replace the CMOS battery.<br><br>
Reconnect power to the system.<br><br>
Power on the system.<br><br>
Enter the system BIOS or Boot Option menu and boot to the UEFI partition.<br><br>
Check for changes in recognition of the additional network interface(s). If no change, continue with next steps.<br><br>
Restart the system and enter BIOS.<br><br>
Open to the Exit menu and select Load Defaults.<br><br>
Reboot and enter BIOS again, select the UEFI partition as the boot option.<br><br>
Check Windows Device Manager and Network Settings to validate that the additional interface(s) are detected.
<br>
AES-842 Has been created to investigate this.
<br>
Additional Steps
Pull the logs from the UEFI
Open CMD.<br><br>
Enter the following: mountvol z: /S<br><br>
Type cd z: and press Enter.<br><br>
Type dir and press Enter.<br><br>
Type cd EXACQ and press Enter.<br><br>
Open File Explorer and locate the logs in the Z partition. This is hidden by default. If you make them visible using File Explorer options, be sure to set to hidden again after you are done collecting logs.<br><br>
Collect the txt and xml files from the logs and add them to a newly created ZIP file to copy from the system.<br><br>
When done collecting logs, return to CMD and enter mountvol z: /d to remove the temporarily mounted volume.
Quick Add – Requires exacqVision Server and Client 24.03 or higher. Supports only Illustra Flex and Pro Gen 3/4 cameras.
Architecture changes – Changes made in how the new exacqVision Mobile app connects to exacqVision Server and when exacqVision Web Service is still required.
Remote Connectivity – Provided for exacqVision Mobile support. Requires exacqVision Server and Client 24.03 or higher.
exacqVision Mobile – Demo of new exacqVision Mobile app, including navigation, creating Views, use of Focus View, saving and exporting clips, adding servers, audio, and PTZ.
