Tag: Server

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Knowledge Support Support exacqVision Server Products

TDVR Capture Card Faulty Board

Description 

There were reports of capture cards working for upwards of 10 minutes and then would fail to produce video in live views. We have identified the issue and made the proper corrections. If this is seen on a system please follow the instructions below to identify if the board is affected. Then take the appropriate steps to set up a RMA with support to get a new card shipped for replacement.

Product 

  • Exacq Servers A and Q series.
  • exacqVision 23.03 up to 24.03

Steps to Reproduce 

If a Capture card is exhibiting these symptoms then please identify the stamp on the card seen below.

These instructions provide step by step procedure for replacing a tDVR analog card in the Q-Series / A-Series Desktop chassis.   Before changing the board, be sure that the system is unplugged from any power source and the system is placed on a clean anti-static surface. Faulty PCB board can be identified by the manufacture marking HTG on the back of the board centered near the top.  Replacement cards will have a CTX marking seen below.

Tools Required:
Phillips Screwdriver
5MM 1/4″ hexdriver

  1.  Remove top cover screws on both side of the chassis.

2. Remove two top cover screws and three card mounting bracket screws.

3. Remove top Cover and pull out tDVR card by pulling straight up.                                                                                                                           

4. Disassemble the mounting bracket from the card by removing two hex nuts.  

5. Attach the replacement card to the bracket and assemble the system by reversing the steps above.

To test the new board, boot the system and open client and verify 16 port display in live view.  

Solution

We found that a component was change during manufacturing which was found to be faulty and we have the proper components now that have been validated and working.

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Client exacqVision Server Products

Video Loss on Live View TDVR Capture Card

Description 

Reports of 23.09.9.0 Server would cause the Capture Card to show video loss on live page. This was not affecting video recording as live and recorded video were searchable.

Product 

  • Server 20.09.9.0

Steps to Reproduce 

Update server from server version prior to 23.09.9.0

Expected Results 

Should not show video loss.

Actual Results 

Live view would show video loss.

Solution

Update to Server Version 24.03.7.0

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Categories
Knowledge Support Support exacqVision Server Products

“Needs Prep” Seen On Hardware or Volume tabs

Description 

A few Customers have seen Needs Prep in the Exacq Client on the Storage Page under Volume and Hardware. The Drive Tab drives will all show healthy. The only issue seen is a false negative indicating that the Unit 1 c0/v0 shows “Needs Prep”, seen below. None of the drives listed under Unit 1 will indicate any issue and show up as healthy.

The Volume tab on the Storage page will also show that the volume “Needs Prep” and is only cosmetic.

Product 

exacqVision Server versions 23.09.9.0 and 24.03

Steps to Reproduce 

Update exacqVision Server to versions 23.09.9.0 or 24.03. The Hardware tab and Volume tab will show the Status “Needs Prep”.

Expected Results 

Drive Status is “Healthy”.
“Needs Prep” should not be shown unless the drive needs to be prepped or formatted for newly added drives.

Actual Results 

Needs Prep is displayed on Volume tab and the Unit under the Hardware tab.

Solution

If a this issue is seen, update exacqVision Server to version 24.03.7.0.

AES-849

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Categories
Plugin Knowledge Support ArecontPI Support exacqVision Server Products Logs

Arecont Camera 12176DN on firmware 65216 is Causing the Video Stream to Timeout

Description 

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:

  1. Arecont write fw to support onvif —> impossible, never happen.
  2. 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.
  3. 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.

Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products

Windows Server 2022 Showing Only One Network Card

Description 

Some Exacq NVRs built with Microsoft Windows Server 2022 only acknowledge one network interface, rather than two, when being configured out-of-box.

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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.

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Steps to Reproduce 

  1. Power on unit<br><br>
  2. Check Windows Device Manager for listed network interfaces<br><br>
  3. Check exacqVision Client Network Settings

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Expected Results 

All network cards are recognized and appear listed.

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Actual Results 

Only one interface is listed.

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Solution

Attempt solution starting with Step 9 first. If this still fails, repeat steps beginning with Step 1, which requires opening the system chassis.

  1. Power the system down gracefully using the shutdown option from the OS.<br><br>
  2. Unplug system and press the power button to drain any residual power off the board.<br><br>
  3. Open the system, locate and remove the CMOS battery from the system board. Wait 5 to 10 minutes before continuing.<br><br>
  4. Replace the CMOS battery.<br><br>
  5. Reconnect power to the system.<br><br>
  6. Power on the system.<br><br>
  7. Enter the system BIOS or Boot Option menu and boot to the UEFI partition.<br><br>
  8. Check for changes in recognition of the additional network interface(s). If no change, continue with next steps.<br><br>
  9. Restart the system and enter BIOS.<br><br>
  10. Open to the Exit menu and select Load Defaults.<br><br>
  11. Reboot and enter BIOS again, select the UEFI partition as the boot option.<br><br>
  12. Check Windows Device Manager and Network Settings to validate that the additional interface(s) are detected.

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AES-842 Has been created to investigate this.

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Additional Steps

Pull the logs from the UEFI

  1. Open CMD.<br><br>
  2. Enter the following:
    mountvol z: /S<br><br>
  3. Type cd z: and press Enter.<br><br>
  4. Type dir and press Enter.<br><br>
  5. Type cd EXACQ and press Enter.<br><br>
  6. 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>
  7. 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>
  8. When done collecting logs, return to CMD and enter
    mountvol z: /d
    to remove the temporarily mounted volume.

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Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products

Attachment from Email Notifications do not Play Back

Description

Email notifications are sending the video attachment but iPhone devices are not able to play back the .mov attachment from the email.

Product

exacqVision Server 23.09.6.0

Steps to Reproduce

  1. The event is triggered and sent via notifypi.
  2. The email is sent and received with an attachment.
  3. When a user clicks on the attachment it will not play back the .mov file.

Expected Results

Users should be able to play back the native attached file. 

Actual Results

The attachment will open, but only shows an empty out player with a scroll bar.

Solution

The current release of exacqVision Server 23.09.6.0 uses an old custom code module. This module has been replaced with ffmpeg and we plan to package video as .mp4 as an option in the March 2024 release.

Workaround

Use the VLC application on the mobile device.

Once installed:

  1. From the email received on the device, press and hold the attached file in the email to bring up an iPhone menu.
  2. Select SHARE.
  3. A new menu opens.
  4. Select VLC.
  5. The file will play through the VLC application.
Categories
exacqVision Server Windows Knowledge Support Support exacqVision Server Products

TDVR8016E Output stops showing Video

Description

Server connected to a monitor via output form the Capture Card stops showing video on the monitor when updating to 23.09.

Product

Exacq Server 23.09

Steps to Reproduce

Output works on Server 23.06
Update to 23.09 and the Capture Card output stops showing any video on any spot monitors.

Expected Results

This should work.

Actual Results

Upon update to 23.09 the spot output off the Capture card stops showing video on the monitor.

Solution

Work Around Revert Software back to Server 23.06.

AES-735
This will be resolved in our March 2024 server release of 24.03.

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.

Categories
Knowledge Support Support exacqVision Enterprise Products Uncategorized

Windows Firewall Rules to prevent Failover / Failback function issues

By default VFBA uses port 28774 and TCP to communicate with EM and the Server from the Spare NVR. Rules need to be configured for outbound and inbound firewall rules on the SPARE server for failback to work as expected.

To check the settings Open up Windows  Defender Firewall with Advanced Security and click on Inbound Rules on the SPARE server.

Look for a rule allowing communication on port 28774, if you do not see this in the list, then click on New Rule in the upper right hand corner in the Actions section.

Select Port and click on Next.

Select Port 28774.

Click on Next and Select Allow the connection.

Make sure all three boxes are checked.

Click on Next.
In the Name box type a name for this rule. I.E.- VFBA or evFailover, and click Finish.

Repeat this action for Outbound Rules on port 28774. It is neccessary to have both INBOUND and OUTBOUND rules configured on port 28774 on the SPARE server.

After configuring the inbound and outbound rules you can check the status by doing the following:

Open up task manager and click on the Performance Tab>Open Resource Monitor

Look at the Network Tab and under Listening Ports, verify it says Allowed and Not restricted.

Once any changes were made it is recommended that we restart the SPARE server and EM services and then check EM failover to see if the process can succeed. In some cases it may be necessary to whitelist vfba.exe and ExacqVision program components (core.exe, edvrclient.exe, including .ps and .psi file types & ExacqVision Enterprise System Manager components) when Antivirus software is in use within the configuration of your Antivirus program.