Tag: Level2

Categories
Knowledge Support Support exacqVision Enterprise

Failover and Failback Issue in exacqVision Server and Enterprise Manager

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 

  1. Upgrade exacqVision Server, Client and Enterprise Manager to versions 23.06.x.x. thru 24.03.x.x from previous versions.
  2. 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.

  1. Stop all Enterprise Manager services to delete this failover group from shell. See: https://support.exacq.com/#/knowledge-base/article/4998
  2. 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)
  3. Unmanage the NVRs that were included in the failover group from exacqVision Client > Enterprise > Security tab.
  4. 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)
  5. 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.
  6. 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.
  7. Verify no connection issues are present with the Servers and then Re-create the previous Failover Group and test functionality.

AES-733, AES-705

Categories
Knowledge Support Support exacqVision Server Categories Products

32-bit Server Installer Fails on 32-bit Ubuntu 14.04

Description 

Upgrade or clean install of Server versions 23.06 and 23.09 failed on 32-bit Ubuntu 14.04

Product 

  • Ubuntu 14.04.4 LTS 32-bit
  • exacqVision Server 23.06 and 23.09

Steps to Reproduce 

Upgrade exacqVision Server using the GUI or terminal.

Expected Results 

Installer completes successfully.

Actual Results 

Installer fails. If run from terminal the output below is shown:

dpkg-deb (subprocess): cannot copy archive member from 'exacqVisionServer_23.06.1.0_x86.deb' to decompressor pipe: unexpected end of file or stream
dpkg-deb: error: subprocess paste returned error exit status 2
dpkg: error processing archive exacqVisionServer_23.06.1.0_x86.deb (--install):
cannot copy extracted data for './usr/local/exacq/server/webservice_installer.deb' to '/usr/local/exacq/server/webservice_installer.deb.dpkg-new': unexpected end of file or stream

Workaround

Install version 22.09 or prior.

It’s possible other version will also work. This was attempted remotely on a customer site via ssh. Issue not re-created in-house due to inability of Support Lab to connect 14.04 machines to the network.

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Categories
Knowledge Support Support exacqVision Webservice Categories Products

How to use the Support Portal File Share/Upload Feature

NOTE: The file upload utility tool has been deprecated. This process should be used in its place. Use of file sharing providers such as Google Drive, Dropbox, iCloud, etc for file exchange with customers is forbidden by JCI.

Sharing Files

  1. Log into the Exacq Support Portal with an Administrator or Level 2 user role.<br><br>
  2. Access the File Manager, found under the Admin menu.<br><br>
  3. The root (home) directory will list existing directories you have access to view. Administrators can see all directories, Level 2 technicians will see only directories they have created or are given access to.<br><br>
  4. Create a directory for each case, or create a directory structure for customers and place case directories inside these.
    <br><br>
  5. With the directory created, drill down into the directory by selecting the directory name.<br><br>
  6. Select the +Files option. Drag and drop a selected file, or use the Browse option to select a file to upload.
    <br><br>
  7. Attach one or more files, then select Upload.
    <br><br>
  8. Click the Close button to return to the directory.<br><br>
  9. Select the Copy Link button beside the file you wish to share and share this link with the customer. They will need to log into the Exacq Support Portal to reach the file.<br><br>
  10. Files are automatically set to be deleted after 30 days to manage file storage.<br>

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Customer File Uploads

  1. Log into the Exacq Support Portal with an Administrator or Level 2 user role.<br><br>
  2. Access the File Manager, found under the Admin menu.
    <br><br>
  3. The root (home) directory will list existing directories you have access to view. Administrators can see all directories, Level 2 technicians will see only directories they have created or are given access to.
    <br><br>
  4. Create a directory for each case, or create a directory structure for customers and place case directories inside these.
    <br><br>
  5. With the directory created, either drill down into the directory, by selecting the directory name, or check mark the box beside the directory in list view.
    <br><br>
  6. Expand the Actions menu and select Share.
    <br><br>
  7. Use the Account Search field to locate the Support Portal user you will provide the directory share link to.
    <br>NOTE: Yes, the customer MUST have an Exacq Support Portal member account. Direct them to the Sign Up form if they do not have one.<br><br>
  8. So that you may provide a link to the customer, you will need to change permissions from Private to Access List.
    <br><br>
  9. To enable uploads, toggle the Access Level beside the user’s name to change it from READ to READWRITE. In situations where multiple users are added, you may mix access levels between users.<br><br>
  10. Press the Copy Link button to copy a link you may wish to share with the customer. They will need to be logged into the portal and use this link to access the directory you have shared to upload files. They should also receive an email with links as well.<br><br>
  11. Close the dialog window and reload the directory to refresh any changes in the files displayed. Files are automatically set to be deleted after 30 days to manage file storage, but you may select files to manually remove them earlier than the expiration date if desired.

    NOTE: Portal Admins will find that their file uploads default to an Expiry date of Never. This is because it is assumed Admins are uploading files that need to remain. Use the chevron icon beside the file name to change the Expiry date.<br><br>
Categories
Knowledge Support Support Categories exacqVision Hardware Products

Re-image fails on Linux G-Series Micro units above Ubuntu version 18.04

exacqVision G-Series Micro units may fail to write Exacq’s custom image of Ubuntu OS versions back to drive if the version is above Ubuntu 18.04 LTS.

Product

G-Series Micro

Steps to Reproduce

  1. Re-image a G-Series Micro Unit to an Ubuntu OS image above 18.04 LTS

Expected Results

The sysprep process should not fail

Actual Results

The sysprep process fails

Solution

  1. Re-image to Ubuntu 18.04 LTS from sysprep USB key instead of using 20.04 LTS or 22.04 LTS image.
  2. Run the following commands to step up in OS versions:
    sudo apt update
    sudo apt upgrade
    sudo apt dist-upgrade
    sudo apt autoremove
    sudo do-release-upgrade -f DistUpgradeViewGtk3

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Reference: AES-737

Categories
Knowledge Support Support Illustra exacqVision Server Categories Products

Performance Issues Caused by Disabling Metadata while Camera is Connected

Description

Disabling AI metadata within a camera while connected to the exacqVision Server application could lead to camera performance issues.

Product

Any IP Camera providing AI classification metadata.

While this was specifically seen and tested using Illustra devices it can be expected to occur with any camera providing metadata such as AI Object Classification.

Steps to Reproduce

  1. Connect a camera providing AI Object Classification or LPR metadata to the exacqVision Server.
  2. While the device is connected and streaming, enter the camera web browser interface.
  3. Within the camera settings disable the metadata stream. For Illustra Pro Gen4 and Flex Gen4 cameras, this is done by unchecking the ‘Enable AI Object Classification‘ box on the AI Object Classification tab.

Expected Results

Users probably expect no visible change and for the camera to cease streaming metadata.

Actual Results

The camera may become sluggish to respond to commands or provides reduced video performance.

The exacqVision Server logs show repeated entries stating:

Network error 103 in metadata stream

Error code 103 is defined by the exacqVision plugin. The value ‘103’ could change when upgrading or downgrading the exacqVision Server software. The value is calculated as the last libcurl error + 2.

Solution

  1. Navigate to the Add IP Cameras page in the exacqVision Client software.
  2. In the IP Camera List, locate the camera.
  3. Uncheck the box in the Enabled column.
  4. Wait a few seconds, then check the Enabled box to re-enable the connection.
  5. In some cases this may not resolve the issue and the camera will need to be rebooted.

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Categories
Cloudvue Knowledge Support Cloudvue Gateway Support Categories

Installing storcli on a Cloudvue Gateway

Description

In order to interact with the RAID controller on a Cloudvue Gateway you must first install storcli.

Products

  • Cloudvue Gateway with RAID Controllers

Steps

Verification

Confirm RAID Controller Present

Use lshw to determine if a RAID Controller is present. If no results are returned then there is no RAID controller detected, thus no reason to proceed.

sudo lshw | grep -i RAID

Verify storcli is Not Installed

The following commands can be used to determine if storcli has already been installed.

which storcli
sudo find / -name storcli

Install storcli

Prep and Download Package

Update Ubunutu and download storcli

sudo apt update
mkdir Downloads
cd Downloads/
wget https://docs.broadcom.com/docs-and-downloads/raid-controllers/raid-controllers-common-files/1.23.02_StorCLI.zip

Install unzip

Install unzip and unzip storcli

sudo apt install unzip
unzip 1.23.02_StorCLI.zip
unzip storcli_All_OS.zip
cd storcli_All_OS/

Install Alien and storcli

Alien is a command line package converter. It is used to convert the storcli rpm package downloaded earlier to a deb package allowing us to install storcli using dpkg.

sudo apt install alien
cd Linux
sudo alien --scripts storcli-1.23.02-1.noarch.rpm
sudo dpkg -i storcli_1.23.02-2_all.deb

Setup Symbolic Link

For ease of use find the storcli install and then create symbolic linking allowing the storcli to be launched from any folder.

sudo find / -name storcli
cd /opt/MegaRAID/storcli
sudo ln -s /opt/MegaRAID/storcli/storcli64 /usr/local/sbin/storcli

Verify Installation

Use the which and find commands to confirm that storcli is installed.

which storcli
/usr/local/sbin/storcli

sudo find / -name storcli
/usr/share/doc/storcli
/usr/local/sbin/storcli
/opt/MegaRAID/storcli

Common storcli Commands

While there are many storcli command the following are typically the most useful when analyzing the current state of the array and physical drives

Silencing the Alarm

sudo storcli /c0 set alarm=silence

Show an Overview

sudo storcli show all

Show Detailed info for a specific controller

sudo storcli /c0 show

Show Details For All Physical Drives

sudo storcli /c0 /eall /sall show all

Additional StorCLI Controller Commands can be found on Broadcoms website at https://techdocs.broadcom.com/us/en/storage-and-ethernet-connectivity/enterprise-storage-solutions/12gbs-megaraid-tri-mode-software/1-0/v11673309/v11673749.html

Categories
Knowledge Support Support exacqVision Client exacqVision Server exacqVision Webservice Categories

HTTP Response Code Reference

Code Description Definition Exacq Tips
Informational
100 Continue Server received request, client should continue.
101 Switching Protocols Response to upgrade header
102 Processing Server processing received request.
103 Early Hints Used with link header.
Allows browser to preload resources.
Successful
200 OK Standard response for successful request.
Meaning varies based on method (GET, POST, etc).
201 Created New resource successfully created.
Usually in response to PUT or POST request.
202 Accepted Request accepted but still in progress.
203 Non-Authoritative Info Data returned isn’t from the origin server.
Modified data from third-party.
204 No Content Request successful but there is no content.
205 Reset Content Request successful, server asked to reset doc.
206 Partial Content Server delivered part of the resource.
Used with range header.
207 Multi-Status Provides status of multiple resources with sub-requests.
208 Already Reported Members of element already reported.
226 IM Used Server completed GET request.
Redirection
300 Multiple Choices Request has more than one possible response.
User should choose one.
301 Moved Permanently Requested resource has permanently moved
to a new URL.
302 Found Requested resource temporarily moved to new URL.
303 See Other Server redirects user to requested resource
with GET request to another URL.
304 Not Modified Used for caching. Response unmodified so client can use cached version of resource.
307 Temporary Redirect Requested resource temporarily moved to new URL.
308 Permanent Redirect Requested resource permanently moved to new URL.
Client Error
400 Bad Request Server can’t or won’t process request due to client error.
401 Unauthorized User doesn’t have valid credentials to get requested
resource.		 Invalid username or password
403 Forbidden Client doesn’t have access rights to content.
Unlike 401, the server does know client’s identity.
404 Not Found Server can’t find requested resource. No redirection set. Request Not Found
The device didn’t understand the request.
May be caused by untested device or firmware.
405 Method Not Allowed Server supports request method, but target doesn’t.
406 Not Acceptable Server doesn’t find content satisfies criteria given by user.
407 Proxy Authentication Required Similar to 401, but proxy must authenticate to client.
408 Request Timeout Server times out because client didn’t issue request
in a timely manner.
409 Conflict Server can’t fulfill request due to conflict with resource.
410 Gone Requested content has been removed.
411 Length Required Server rejection becauce it requires defined
content-length header field.
412 Precondition Failed Client has precondition headers the server does not meet.
413 Payload Too Large Client request larger than server limits, so server
refuses to process request.
414 URI Too Long Requested URI is too long for server to process.
415 Unsupported Media Type Request uses media format unsupported by server.
416 Range Not Satisfiable Server can’t fulfill value in request’s range header.
417 Expectation Failed Server can’t meet requirements of expect header in request.
421 Misdirected Request Request made to server that can’t produce response.
422 Unprocessable Content Server unable to process request due to semantic errors.
423 Locked Requested resource method is locked to be inaccessible.
424 Failed Dependency Request failed because a previous request it is dependent on also failed.
425 Too Early Server is unwilling to process request that may be delayed.
426 Upgrade Required Server refuses request using current protocol version.
428 Precondition Required Server needs request to be conditional.
429 Too Many Requests User has sent too many requests within allotted time.
431 Request Header Fields Too Large Server can’t process request because headers are too large.
451 Unavailable For Legal Reasons Server can’t legally provide requested resource.
Server Error
500 Internal Server Error Server encountered unexpected error and cannot
complete the request.		 Device reporting an error.
The device has reported that it has encountered an error.
501 Not Implemented Server doesn’t recognize the request method.
502 Bad Gateway Server acts as a gateway and gets invalid response from inbound host.
503 Service Unavailable Server is unable to process request.
Often occurs if server is overloaded or down.		 Device Unavailable.
The device is currently unable to process this request.
504 Gateway Timeout Server acting as a gateway or proxy has timed out
waiting for response.
505 HTTP Version Unsupported Server doesn’t support the version of HTTP request.
506 Variant Also Negotiates Server has internal configuration error.
507 Insufficient Storage Server can’t process request because it doesn’t
have enough storage space.
508 Loop Detected Server detected infinite loop while processing request.
510 Not Extended Further extensions required for request.
511 Network Authentication Required Client needs to gain network access.

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Categories
Cloudvue Knowledge Support Support Categories exacqVision Webservice Products

Browser Developer Tools for Troubleshooting and Support

What is a HAR file?

HAR stands for HTTP Archive Record and is a JSON structured file containing network traffic information about a browser’s interactions with a server as well as the content on a webpage.

When HAR files are useful

  • Performance issues: slow page loading, timeouts when performing tasks, time spent negotiating proxy connections, time spent issuing requests, time spent receiving the response data, DNS lookups, and others
  • Page Rendering: incorrectly formatted pages or missing information

How to Capture HAR files

Prior to performing a capture open an Incognito window or tab to eliminate capturing decrypted request-response communications or cookie from unrelated sites or events.

Chrome

  1. Access Menu > More tools > Developer tools (CTRL+SHIFT+I or F12)
  2. Select the Network tab, if not already selected.
  3. Ensure that the Preserve log box is checked.
  4. Check mark the Disable cache box.
  5. Reload or recreate the activity you wish to capture.
  6. Click the Download icon.

Firefox

  1. Access Menu > More tools > Web Developer Tools (CTRL+SHIFT+I or F12)
  2. Select the Network tab, if not already selected.
  3. Ensure that the Persist Logs box is checked.
  4. Check mark the Disable cache box.
  5. Reload or recreate the activity you wish to capture.
  6. Click the cog icon.
  7. Select Save All As HAR.

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Categories
Knowledge Support Support exacqVision Server Products

Onvif -Motion Not Working When Updating from 23.06 to 23.09

Product

  • exacqVision Server 23.09

Steps to Reproduce

Update exacqVision Server from 23.06 to 23.09

Expected Results

Motion works

Actual Results

Motion does not work

Steps to Troubleshooting

  1. Get PCAPs/ Logs from the 23.09 version
  2. Test adding an override of #config=dynamic to the camera’s address field on Add IP Cameras page
  3. Examine the logs to identify the following log message:
onvifnvcPI Verbose 10.247.216.144 searching for relevant settings<br>in JSON config file

Once troubleshooting is complete, roll the customer back to 23.06 for the time being until the issue is fixed. (See update at the bottom of page.)

Tier 3 Will create New Tickets based on the Manufacturers and link them to AES-701.

Update: When seeing motion issues with the above logs please see if Version 23.09.9.0 will allow motion and free run will record.
https://exacq.com/support/downloads.php

Categories
Knowledge Support Support exacqVision Server Products

UniView NONE Branded IPC3618SB-ADF28KM-10 Motion works with 23.09

Description

Motion events are not being received by exacqVision.

Product

  • exacqVision Server 23.06
  • NONE Branded IPC3618SB-ADF28KM-10
    • Firmware GIPC-B6203.10.6.NB.230515

Steps to Reproduce

  1. Update to Server 23.06 on a new set up with camera’s UniView NONE Branded IPC3618SB-ADF28KM-10 using firmware GIPC-B6203.10.6.NB.230515

Expected Results

Motion should work with 23.06 set up with Onvif Plugin.

Actual Results

Camera’s GUI shows motion events and we do not receive them.

Solution

Confirmed that 23.09 will allow the motion events to record and be seen in live view of exacqVision.

TICKET AES-693 Feature Request to add testing/support.