Description At times it may be necessary to move or copy files from a Cloudvue Gateway to a local machine. WinSCP Portable establishes an SSH connection between a machine running Windows and a Gateway. It offers a convenient side by side file explorer view of the local and Gateway directories and files making it simple to… Continue reading Moving Files From Cloudvue Gateway to Windows
Tag: Level2
No view on Cloudvue cameras – Buffering on full screen
Description This deals with the issue where C2C cameras on cloudvue are online but nothing shows on live view on cloudvue. When full screen is toggled on the cloudvue interface, the live feed starts buffering. Solution
Cloudvue Manager – Creating Admin Accounts and Users
Description This document explains the step-by-step process of creating an admin account and adding users to accounts. Alongside this, will also show how to add user to a video device. Steps Note: When entering email address, do not use capital letters. This may cause issues with logging in.
Cloudvue Analytic Snapshot – Via Email
Description This is for the issue where snapshot analytics do not show up via email on Cloudvue. Explanation / Solution This is as designed on Cloudvue. This feature could be rolled out on later versions of cloudvue.
2023-06 June Quarterly Release Training
ExacqVision Server Bug Fix – Fixed excessive Archiving status messages (AESW-4989) Bug Fix – Debian installer no longer enabled eventpi by default Bug Fix – Fixed issue capturing all metadata when multiple events are sent as one alarm Bug Fix – Ensure eventpi database is purged after server reboot Bug Fix – Fixed connection status… Continue reading 2023-06 June Quarterly Release Training
Removing Inactive Devices
Description At times it may be necessary to remove video devices from customer accounts. The following steps outline how to safely remove inactive devices. Product Solution Note: Ideally the following steps should be performed by the integrator. Support can do all the steps as well but should avoid removing subscriptions (see below)
Corrupted cloud-config.json File
Title Corrupted cloud-config.json File Description Customer reported that they could no longer view live video in Cloudvue Web or Cloudvue Mobile App. Additionally, Disk Space would not load. Product Solution We were able to use the failover port to gain SSH access to the Cloudvue Gateway and replace the corrupted configuration file /smartvue/cloud-config.json
False Drive Offline status on some Q-series models
Description Some drives may show an “offline” status on the hardware tab in ExacqVision Client when Server Version 23.03.1.0 is installed on Q-series models, though data can be read from and written to the drive.Note: This issue manifests itself cosmetically by appearing as if the drive is offline but has no bearing on functionality for… Continue reading False Drive Offline status on some Q-series models
The ‘autoreconnect’ Utility
In 2017, a custom utility was written specifically for Inditex which was designed to discover cameras on the network that have changed their IP address. Then it would use evAPI calls to compare the MAC addresses listed in the current configuration to what currently shows in the ARP table, then update the IP plugin’s configuration… Continue reading The ‘autoreconnect’ Utility
Downgrading Exacq software or camera firmware must be escalated
Downgrading Exacq software or camera firmware must be escalated Exacq Software Version If for any reason a customer must downgrade an exacq software version to resolve an issue, you must gather all applicable data (Support diagnostics, Wireshark capture) and escalate to L3 even if the issue has been resolved by downgrading. Downgrading the s/w version… Continue reading Downgrading Exacq software or camera firmware must be escalated