Tag: Support Tools

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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.
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  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.
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  7. Attach one or more files, then select Upload.
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  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>
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Knowledge Support Support Categories exacqVision Hardware Products

Running psmove on Ubuntu Linux

*** INTERNAL USE ***

Description 

The psmove utility was designed to move psfiles to the correct location after a time zone change or if a files time does not match frame times.  It will perform a search on all local storage drives, read the PSI file header for the start time, determine if the PSI file is in the wrong folder and move it to the correct folder on the same drive.  

Product 

  • psmove
  • Ubuntu 18.04.5 LTS (Bionic Beaver) 64-bit

Instructions

The psmove utility was designed to move psfiles to the correct location after a time zone change or if file times do not match frame times.  It will perform a search on all local storage drives, read the PSI file header for the start time, determine if the PSI file is in the wrong folder and move it to the correct folder on the same drive.  

As part of the process, it creates a copy of the directory found on the local sAs part of the process, it creates a copy of the directories found on the local storage drives to the folder  “/mnt/edvr/YYYY” where “YYYY” matches any existing years folders currently located on the local storage drives.   Files are moved here to the correct folder and then will need to be manually moved back to the local storage drive(s).

This will result in a Low Disk Space message if the size of the files being moved is larger than the available space on the root partition.   If this occurs files must be moved back to the local storage drive(s) and then removed from the root partition by deleting the year folder,  “/mnt/edvr/YYYY” before psmove can be run again.  Depending on the size of the files needing correction and available space on the root partition it may be necessary to repeat this cycle several times.   Once psmove returns a result “Moved 0 file” then a final deletion of the folder “/mnt/edvr/YYYY” should be performed before resuming normal operation..

Local Storage Preparation

Since files will need to be moved from the root partition back to the local storage drives some free space will be required.  It is recommended that you check the Used Space on the Storage page and if the drive(s) is full, check the oldest content and then determine the number of days needed then create an at most expiration configuration rule which will remove older content creating free space.  Other options can be used such as coping older data to an external drive the goal is to create free space.

Linux 64-bit Example

Download PSMoveUtil.zip to the admin users Downloads folder

Open Terminal

Change directory to Downloads

Extract psmove

Copy psmove to Downloads

Make psmove Executable

Perform a Dry Run of psmove

Note:  In this example the dry run listed files and showed “Moved 1350 files” indicating that psmove  is needed. 
If it had returned “Moved 0 files” then there would be no need to run psmove.

Run psmove

If the root partition fills up the following “Low Disk Space” message appears

Change Directory to /mnt/edvr

List Contents of /mnt/edvr/

This command shows that the year folder created is 2022

Sync Corrected Files to Local Storage

This command is syncing the corrected files from the root partition back to the local storage drive.

Remove the Year Folder

WARNING make sure that you are in the correct folder /mnt/edvr before running this command it is deleting date

List Contents of /mnt/edvr

Ensure the Year folder, in this example 2022 is no longer listed

Change Directory to Downloads

Repeat the above steps beginning with “Run psmove”  until psmove returns “Moved 0 Files”

Make sure to remove the Year Folder one last time

  • Change Directory to /mnt/edvr
  • List Contents of /mnt/edvr/
  • Remove the Year Folder
Categories
Knowledge Support Support exacqVision Client Categories Products

Common Tools and Resources

Internal Resources

Configuration Calculator

Platform: All

​This web-based utility was intended as a Sales tool, but can be utilized for troubleshooting to determine if machines are over-taxxed based upon their current load of cameras.   After inputting the customer’s current camera load, you can see the expected data rates at the bottom.  Also, the “Compatible Models” on the 2nd tab will tell you if the customer’s current system is able to handle the camera load (if more than 1 are recommended, they are over-spec).

Click HERE​ to access.

psChange

​Platform: Windows

​Caution: Advanced
This command line executable makes it possible to re-associate​ stored video from one device ID to another.

Instructions can be found HERE​.​

Click HERE to download.

psExplore

Platform – Windows

​This stand-alone executable is usefule to load proprietary “ps” video files to see specific information about indivudual frames that have been received by the Server software.

Click HERE​ to download.

psMove

​Platform: Windows/Linux

Caution: Advanced
​This command-line executable move recorded video files to the correct folder after a system time change.

Click HERE to download.

Support Utility

Platform: Windows

This installable program can be used to import the ‘zip’ files created by the exacqVision Client’s Support Diagnostics.  Data is parsed from the included config files and logs to provide user-friendly information about a customer’s system and environment.
Detailed documenation is available here​.

Click HERE to download.

TS_Search

Platform: Windows

This installable program combines many different Support resources into one search tool.  Activated with the hotkey “Alt-X”, you can use a single search box to access all of the following:

  • ​Sugar Cases and RMA’s
  • Salesforce Cases
  • IP Camera Integration page
  • Exacq Engineering TRAC tickets and queries
  • Support Portal
  • ExacqSupportTraining Sharepoint site
  • Log File Reference page
  • Engineering release notes for our 5 major software offerings​

Client HERE to download.

VideoTestPI

Platform: Windows, Linux

Caution: Advanced
This plugin can be side-loaded to a test Server and utilized to mimic the behavior of attaching many cameras to a system by only “re-streaming” the content of a single .ps video file.

Setup instructions can be found HERE.

Use the following links to download the plugin needed for your architecture:
Windows 64-bit
Windows 32-bit
Linux 64-bit
Linux 32-bit

External Resources

ATTO Disk Benchmark

Platform: Windows

This stand-alone executable can be used to measure storage performance on virtually any storage medium. 

Click HERE to download.

Greenshot

Platform: Windows

This installable screenshot utility can be used to quickly create multiple screenshots of a selected region, window or fullscreen.  There is also a built-in image editor to annotate, highlight or objuscate parts of the image.

Click HERE​ to download.

Hercules

Platform: Windows

This stand-alone executable is useful for testing TCP/UDP/serial communication.

Click HERE​ to download.

Softerra LDAP Browser

Platform: Windows

This installable utility will connect to a customer’s LDAP enviornemnt and can be utilized to verify directory structure, acquire accurate distinguishedNames and perform comprehensive directory searches.

Click HERE to download.

MobaXterm

Platform: Windows

This installable program provides many client tools for remote computing, including:

  • ​SSH
  • X11
  • RDP
  • VNC
  • FTP
  • Telnet

When connecting to an exacqVision Server via SSH, you can launch remote Server’s GUI applications to be displayed on your local machine.  You can even get a full desktop session to an M-Series by using the Advanced SSH settings and selecting the Remote Environment “Openbox desktop”.  The graphical SFTP browser will also allow you to drag and drop files directoy from/to the remote server.

Click HERE to download.

Notepad++

Platform: Windows

This replacement for the default Windows “Notepad” includes tabbed documents, spell checker, file comparisons, zooming, Regular Expression search and replace, plugins and much more.

Click HERE to download.

Process Explorer

Platform: Windows

​This SysInternals tool is an advanced Task Manager and System Monitor for Windows.  It can be utilized to see detailed information about running processes.

Click HERE​ to download.

PuTTY

Platform: Windows, Linux

​This is a Telnet and SSH client that can be used to control a machine remotely.

Windows: Click HERE​ to download.
Linux: Install with `sudo apt-get install putty`.

RAMMap

Platform: Windows

This Sysinternals tool is an advanced physical memory usage analyzer.  Use it to find out exactly how memory is being allocated by the OS and running applications.

Click HERE to download.

Rufus

Platform: Windows

This stand-alone executable helps format and create bootable USB flash drives using an ISO image.

Click HERE to download.

VLC

Platform: Windows, Linux, Mac, Android, iOS

This installable multimedia player and framework supports many audio and video compression methods and file formats.  Many decoding and encoding libraries are included by default.

Windows: Click HERE to download.
Linux: Install with ‘sudo apt-get install vlc’.
Mac: Click HERE to download.
Android, iOS: Available in App Store.

Wireshark

Platform: Windows, Linux, Mac

This installable packet analyzer can assist in troubleshooting network related issues.

Windows, Mac: Click HERE​ to download.
Linux: Install with ‘sudo apt-get install wireshark’.