Tag: Subscription

Categories
Cloudvue Knowledge Support Cloudvue Access Control Support Categories

No Remaining Seats for Doors Error

Description 

The “No remaining seats for doors” error will occur when attempting to assign door access to a user on a door that does not have a subscription.

Product 

  • Cloudvue
  • Cloudvue Access

Steps to Reproduce 

  • From Cloudvue
  • Navigate to Account > Credentials > Add Credential
  • Fill in the appropriate fields under the Credential tab
  • Select the Options tab
  • In the Access section
    • click Assign Custom
    • select the dropdown list for the appropriate door
    • set to Always Valid
    • click the + “plus” icon to assign to the user
  • Select Save

Expected Results 

The user saves without error

Actual Results 

The user fails to save and the error “Error occurred in saving credential.” is displayed. Selecting “Show more” displays “No remaining sets for doors”

Solution

Increase the number of AMS Controller Managed Access subscriptions (TCSACONDOORM – Controller Managed Access Per Door)

Cloudvue

Cloudvue Manager

Categories
Knowledge Support Cloudvue Support Categories Products

Cloudvue Subscription Support Policy

Description 

Details regarding the proper handling of Cloudvue subscriptions.

Solution

IMPORTANT

Support should NEVER add or change subscriptions for a customer, partner, or JCSS account.

Authorized Account User

An authorized user could be the partner, or another user listed on the account

  • Lookup the Account in CVM (CVM > Search > Account)
  • Provide the contact’s name and phone number listed to the caller
  • If the contact is also a user, provide their email address to the caller
  • If no contact information is available
    • locate and provide the email of an authorized user
    • Expand Users to view the list of Authorized Users
    • Ignore users with emails addresses related to Cloudvue, Exacq or JCI  
    • Provide the caller with an email of any remaining authorized Users
    • If the account has no Authorized Users
      • Contact Sales to see who we are billing for the account
      • Ask the customer to contact that individual

Determining the Partner ID

  • Cloudvue Manager > Search Account
  • Check the PARTNER ID
  • If JCSS see the section labeled JCSS below
  • Otherwise use  Customers or Partners

Customers

When a customer has subscription questions support should

  • Assist Authorized Account Users with questions on how to apply or modify a subscription
  • Determining the appropriate subscription based on resolution and the end user’s retention requirements
  • Instruct and provide contact information either for their Partner or an authorized user  on the account

NOTE: Non-authorized users should be directed to contact their Partner or an authorized user  on the account

Partners

When a Partner has subscription questions support should

  • Assist with questions on modifying or changing a subscription
  • If the Partner does not know the subscription needed they should contact the end user and get their desired retention policy

JCSS

When a JCSS field tech,  customer  or JCSS partner has questions regarding missing subscriptions or subscription questions in general

  • Refer them to the appropriate support center, Customer Care for customers and the Birmingham, Alabama Support Center (BSNA) team for JCI technicians  and Partners
  • Provide the contact information before transferring
  • Cloudvue – Account Setup or Subscription issues – 800-453-2247 option 4-1-1-2
  • Product Support Group – All Products – JCSS Tech  – 877-270-4446 
  • Product Support Group – All Products – JCSS Customers – CSG Team – 800-289-2647
  • Email: productsupport@tyco.com

Cloudvue Training

For overall training of Cloudvue Web, Cloudvue Mobile App, Cloudvue Access or Cloudvue Manager Authorized Users should be directed to email Brandon Castle at brandon.castle@jci.com

Categories
Knowledge Support Cloudvue Support Categories Products

Cloudvue Legacy Subscription Accounts

Description

  • Cloudvue Gateway
  • C2C

Solution

Service Plan – TCSVMSM – VMS only Monthly

Storage Retention – No Cloud Drive

Legacy Accounts

Account
1800Packouts
7thGen
Access Control Consultants
Aces LLC
ACS, JOCO Library
Acurix
Amerisure
Andani Imports
Apple Security Solutions
Arbelbide Farms LLC
Bagby and Russell
Bally Ribbon
BeltoneNE
Bridgeway
Brite Star
Builders Trust
CE Pizza
Claresholm
Coastal Pizza
Dawg Paradise
Desert Hills
Duke Communications
Elauwit
Elauwit, EdR
Empiretech
eSecurity, Wash N Roll
Fidelis Solutions
Floors Direct
Fuller Apt Homes
Hightek
Innovative IT
isoflex
ITZ Networks
JCSS
Jetz Foods
Johnson Controls Inc, Sammamish Mosque
Knacksmith
LC Pizza
Little Caesars
LivingRoomTheaters
Maquina Verde
McKenzie Schools
MTG
MTNC
MTNGP
Music Arts Enterprises, Inc
MyanTech
Norristown Rd
Northcoast Security
OCX Network
Ostrynski
OxfordSuites
Peterson Drug
Powercon
Prioryca.org
Reliant Media LLC
SidewaysGreen
Skyzone
Smartvue
Smartvue, Havasu Resorts
Smartvue, Heredia
Smartvue, MRA Group
Spearmint Rhino
Surveillance Audio Video
Techie
Technagy
The Paradies Shops
T-Mobile
Trails Travel
TruFusion
Turnkey Integrators
Unassigned
Verily Life Sciences
Vigon
Vortex
zBest Delis
Categories
Video Library Configuration Cloudvue Cloudvue Access Control Youtube Video Library Categories Products

Cloudvue Access Control Subscriptions for Cloudvue Partners

Cloudvue Access Control Subscriptions for Cloudvue Partners
This video explains where to change Cloudvue account subscription settings for access control, as well as the differences between the various subscription types so that Cloudvue Partners, dealers, and integrators will know which ones their clients will need.
Categories
Video Library Cloudvue Cloudvue Access Control Marketing Youtube Video Library Categories Products

Cloudvue Access Control Subscriptions for Customers

Cloudvue Access Control Subscriptions for Customers
Cloudvue hosted access control offers your sites options for hardware installation, but there are also different subscription types you may want to know about so you are prepared when discussing with your Cloudvue Partner, dealer, or integrator. This video explains where to view your Subscription settings as well as the features each subscription type provides.
Categories
Knowledge Support Support exacqVision Server Categories Products

Cloud drive relies on the bit rate, not the quality when archiving the cameras.

Description

When choosing a subscription for a camera on a cloud drive, it relies on the bitrate, not the quality.

Example:

You are selecting a 4K subscription for an Illustra Flex2 4K Dome camera on the could drive.

  • If you click on that subscription for the selected camera, it will show you that the Max bitrate is 4096 Kbps.
  • On the Exacq side, you must select the max bit rate or the constant bit rate to be 4096kbps, as shown in the following picture.
  • Otherwise, you will get the following error in the logs. 
10/7/2022 12:15:51.577 PM  (GMT-4:00)     ArchivePI     Verbose     Poll cloud drive subscriptions

10/7/2022 12:15:52.490 PM  (GMT-4:00)     ArchivePI     Verbose     Found 0 subscriptions on nvr 72395

10/7/2022 12:15:52.766 PM  (GMT-4:00)     ArchivePI     Verbose     Found 20 cameras on nvr 72395


10/7/2022 12:15:52.766 PM  (GMT-4:00)     ArchivePI     Warning     Unable to find subscription matching cloud id 52486 with mac 08626682a697_1573632 (Camera 2)


10/7/2022 12:15:52.766 PM  (GMT-4:00)     ArchivePI     Warning     Unable to find subscription matching cloud id 52490 with mac 08626682a697_1573888 (Camera 5)


10/7/2022 12:15:52.766 PM  (GMT-4:00)     ArchivePI     Warning     Unable to find subscription matching cloud id 52494 with mac 08626682a697_1574144 (Camera 3)

10/7/2022 12:15:52.766 PM  (GMT-4:00)     ArchivePI     Warning     Unable to find subscription matching cloud id 52498 with mac 08626682a697_1574400 (Camera 4)

10/7/2022 12:15:52.766 PM  (GMT-4:00)     ArchivePI     Warning     Unable to find subscription matching cloud id 52502 with mac 08626682a697_1574656 (Camera 1
Categories
Knowledge Support Cloudvue Cloudvue Cameras Cloudvue Gateway Support Categories Products

Camera Subscription Button Greyed Out or Dimmed

Description 

When applying camera subscriptions the Save Subscriptions button is dimmed and unavailable.

Product 

  • Cloudvue

Steps to Reproduce 

  • Login to Cloudvue
  • On the navigation bar Select Account
  • Select the Devices  Tab
  • Select the pencil Icon to edit a specific device (C2C or Gateway)
  • Select the Subscriptions Tab
  • Set the Cloud Drive Subscriptions for each video device
  • When complete click Save Subscriptions

Expected Results 

Save Subscription button is not dimmed and can be clicked to apply subscriptions

Actual Results 

Save Subscriptions is dimmed and cannot be used to apply subscriptions

Solution

  • Confirm subscriptions are correct
  • Contact Tech Services at 800-453-2247 for assistance with subscriptions
Categories
Knowledge Support Support exacqVision Server Categories Products

How do I check the software subscription on my ExacqVision Server?

The following methods allow you to examine a system’s license details and SSA expiration:

Using the Systems page (Multiple Systems)

  1. With the ExacqVision Desktop Client software open, click the ‘Gear’ icon to enter Configuration mode.<br><br>
  2. Select the Systems node from the top of the left-hand navigation tree.<br><br>
  3. Scroll to view the License column, describing the functional level, and the Subscription column, displaying the SSA status.
    <br><br>
  4. Optional – Use the Export Licenses button to export your system list to provide to your Dealer to request an SSA extension. <br><br>

Using the Configure System page (Single System)

  1. With the ExacqVision Desktop Client software open, click the ‘Gear’ icon to enter Configuration mode.<br><br>
  2. From the left-hand navigation panel, expand the node with your server name.<br><br>
  3. Highlight Configure System nested beneath the server name in the tree.<br><br>
  4. Click the System tab from the top of the Configure System page.<br><br>
  5. Below the License key field is the Status, describing the system’s functional level, and the Subscription Expires field, displaying the SSA status.
    <br><br>

Using the SSA tools on Exacq.com

  1. Navigate to https://exacq.com/ssa/
    <br><br>
  2. If looking up a single recorder, enter the license key or licensed MAC address. This will report the number of licensed channels and the functional level as well as the SSA expiration.

    Continuing by completing the form will assist you in obtaining quotes for changes and updates.<br><br>
  3. If looking up multiple recorders, you may upload an exported CSV file of systems, or enter a list of system serial numbers or MAC addresses.<br><br>
  4. In the resulting table you may view the License Level for each system as well as the Original SSA expiration date.

    Continuing with the form will assist you in obtaining quotes for SSA extensions or adding IP channel licenses.
Categories
Knowledge Support Support exacqVision Server Categories Products

How is exacqVision NVR software licensed?

The exacqVision VMS software licenses a specific number of channels to a key based upon the server NIC’s MAC address.

A license includes the maximum number of IP devices, an SSA period for software updates, analog video channels for Hybrid NVRs, and the functional level for the software. The functional levels are:

  • Start
  • Professional
  • Enterprise

See the Features Matrix for comparison details.<br><br>

Multiple NICs

If you have multiple NICs, the MAC address of only one NIC must be licensed. MAC addresses of the individual cameras are not required for a valid license.

See also Which MAC address can I license?

Software Subscription Agreement

A license key is valid for the period chosen when ordering. This license key includes a Software Subscription Agreement (SSA) allowing the software to be updated to versions released prior to the expiration date. Updates add new functionality and features, and may address bug fixes.

When an exacqVision SSA expires, no functionality of the software is lost. The system will continue to operate as is, but you will no longer be able to update to newer versions as they are released.

Additional years of SSA are available for purchase at the time of initial purchase or at a later time.

A new license key may be imported to expand he number of connected cameras, enhance the feature level, or extend the SSA period without restarting the software.

See also How do I check the software subscription status on my exacqVision server?

Applying a License

See How do I apply a license to an exacqVision Server?

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