Tag: Support Diagnostics

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Knowledge Support Support exacqVision Enterprise

SEQ – A guide to initial configuration for debugging Enterprise Manager Logs  

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

  1. You must first install latest version of SEQ on your PC
  2. 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
  3. generate an API key by accessing the SEQ UI, located at http://localhost:5341 > Settings > API KEYS
  4. 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

    seqcli config -k connection.apiKey -v your-api-key

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:

.\importEMlogs.ps1 -ProcessLogs -OverwriteExisting -Environment "CaseNo/AesNo/tagline" -StartFromLastInstall -SendToSEQ

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
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Documentation for SEQ filtering can be found HERE.

Categories
Knowledge Support Support exacqVision Client Categories Products

Missing Help Menu Options

Description

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

  1. When pressing the Show Help button (?) in the upper-right corner of the exacqVision Client, some menu options are missing.
  2. 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

  1. The Show Help menu provides only Help, Support Diagnostics, and About options.
  2. 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.

  1. 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.
  2. 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.

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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
Video Library Demo exacqVision Client exacqVision Server Categories exacqVision Hardware Products

2020-01-31 – L1-L2 Training – Logs Troubleshooting

Categories
Knowledge Support Support exacqVision Client Categories Products

How to Submit Support Diagnostics

Choose the “Easy Support Video” link below to watch a video on how to submit support diagnostics and open a support case from the ExacqVision Client or see step-by-step instructions below.

Exporting Diagnostics

  1. Choose the Help (?) symbol at the upper right hand corner next to the ExacqVision logo.<br><br>
  2. Choose Support Diagnostics.
    <br><br>
  3. The Support Diagnostics popup will start with basic options.


    Note: The default Support Diagnostics option will collect:
    • Server License Key
    • Server Configuration Files
    • Verbose Server Logs

      The ‘Send Usage Statistics’ option on the Support Diagnostics dialogue provides anonymous and non-sensitive information to the manufacturer about how cameras and ExacqVision features are used on the system.<br><br>
  4. Choose “Show Advanced Options” for more options.

    Note: Checkboxes under ‘Client’ will include OS logs from the client machine.<br><br>
  5. If connected to more than one ExacqVision server, you can choose which server to pull the logs from.<br><br>

Submitting Diagnostics

  1. Once your options are chosen, you have the choice to Save the diagnostics export locally, or to upload the export to Exacq and create a ticket.
    • If you select ‘Upload’, it will “zip” all the information and upload the file to our Support Request Form. In addition, it will auto-fill the System Information section for you. Please complete the remainder of the form and choose ‘Submit Email Form’.
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    • If the file is large than 10 MB, you will need to save the diagnostics export file locally and submit the file to Exacq by other means. Contact the Exacq Support technician you are working with to request a link to upload your file.

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