Tag: Troubleshooting

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Troubleshooting Cloud Drive

Note: Only H.264 streams are currently allowed for Cloud Drive.  All other streams will be hidden on the Archiving Schedule page.

Note: Audio is not currently supported for Cloud Drive.

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As of 9.8, Cloud Drive technically runs as a side integration that is installed by default.  This results in log files that are separate from the Server’s regular logs.  Cloud Drive activity can be confirmed only by accessing the logs in the following location on the Server:

  • Windows: C:\Program Files\exacqVision\Server\cloud-drive\logs\YYYYMMDD.txt
  • Linux: /usr/local/exacq/server/cloud-drive/logs/YYYYMMDD.txt

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To confirm that Cloud Drive is functioning appropriately, look for: INFO successfuly uploaded clip for uuid /tmp/4719360_1550870199563.mp4:

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If a 30 second clip fails to upload to Cloud Drive within the allowed time-frame, the following log will appear and the video is discarded: ERROR    failed to upload clip for uuid /tmp/4719360_1550847735563.mp4 (7): curl_easy_perform() failed: Timeout was reached

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Cloud Drive will attempt to create .mp4 files in the System’s Temp directory:

  • Windows: C:\Windows\Temp\
  • Linux: /tmp/

The file pattern looks like: 4719360_1550847735563.mp4

The first set of numbers (4719360) is the Camera ID, which can be verified by right-clicking on any video stream in the exacqVision Client and selecting Properties.

The second set after the underscore will be the Unix Epoch time when the file was created.

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A maximum of 3 files will be created and held in Temp per capable device.  If this queue is already maxxed, Cloud Drive will discard any future video until at least one of the current uploads completes and clears one of the files from the queue.  The following log will occur:

request failed for /tmp/4719360_1550847985563.mp4: too many clips in cloud upload queue (max X)

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Troubleshooting-Cloud-Drive.pdf
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Knowledge Support Support exacqVision Client Categories Products

Cannot Connect to IP Camera

Step 1 – Verify Camera Compatibility

Use the exacqVision IP Camera Integration database to confirm that the camera is supported for the exacqVision Server version being used.

To determine the server version, refer to the article How can I find the version of my exacqVision Client, Server, or Web Service software?. If the camera is supported, but the Server version is outdated, check the exacqVision license to ensure that it has the proper SSA for the version of software you need.

If an upgrade is allowed, refer to the Downloads page.

If the sever SSA expired before the camera was integrated, user must contact Sales to purchase an upgraded SSA.

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Step 2 – Verify Camera Firmware

Verify that your camera firmware is compliant with the tested version on the exacqVision IP Camera Integration database by searching the model number of the camera and clicking on the Results button.

If your camera’s firmware does not match the test record paired with the server version, contact the camera manufacturer for firmware updates.

IMPORTANT: Many camera manufacturer’s do not support downgrades to camera firmware, so this is not recommended unless the manufacturer tells you to do so.

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What if my camera or firmware isn’t listed

Refer to the “Will Exacq Support My Camera” section of the article titled, “What IP cameras are supported by exacqVision?“

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Step 3 – Verify Use of Correct Device Type

Ensure that you are using the correct plugin. Within camera test record of the exacqVision IP Camera Integration database is the supported plugin to use. Select this from the Device Type field within the exacqVision Client when adding the camera or other IP device.

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Step 4 – Verify Network Connectivity

  1. Open a web browser on the computer running the exacqVision Server software.

    To do this, you might need to be logged in to the operating system as an Administrator. On older systems, the default username/password is admin/admin256. On newer systems, the username and password is configured when the machine first runs.<br><br>
  2. Enter the IP address of the camera as the URL and press Enter.

If the camera does not appear in the web browser, exacqVision probably cannot connect. This could be a network issue.

  1. Try to ping the camera using CMD (Windows) or Terminal (Linux).
  2. Enter ping 192.168.xxx.xxx (using the camera’s actual IP address).
  3. If the camera responds, try rebooting it. If it does not respond, the camera could not be found at that address, or has an internal problem preventing it from responding, the user may need to contact the site’s IT personnel to assist in locating the networking problem.

If the camera appears in the web browser, exacqVision should be able to connect to it. Check the log files for the system and see why it is not connecting:

  1. Open the Config page (gear icon on top-left). Highlight the server name in the site tree (right above ‘Configure System’).
  2. From the ‘System Log‘ tab, select a start and end time that contains the connection attempt.
  3. Look in a log entry referencing either the plugin used (camera manufacturer) or the IP address of the camera. Use the Search option on the top right of the System Log window to help filter the results.
  4. There should be an indication in the log as to why the camera could not be connected to. Common reasons are username/password mismatch and network timeouts.

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Videos on Troubleshooting

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Troubleshooting Camera Connections

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Troubleshooting with VLC

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Knowledge Support Support exacqVision Client Products

Troubleshooting Active Directory Error Messages

Error: “Client Side Kerberos Authentication Failed”

Cause: The setspn command was not run on all Active Directory Servers, or there is a duplicate SPN.

Solution: On the DC, run the setspn command as directed in the appropriate ExacqVision Active Directory setup guide, or run setspn -X to check for duplicates. If a duplicate is found, remove the SPN attribute from all but one of the accounts.

Error: “User not authenticated in LDAP”

Cause: Windows 2000 or earlier Active Directory Domain Functional Level.

Solution: Upgrade the Functional Level of your Domain to Windows 2003 or higher.
See How to raise Active Directory domain and forest functional levels for details.

Alternate Solution:

  • If you are using ExacqVision 4.8 or newer, you can edit the StreamPI.xml file. Change the value of EnableActiveDirectoryUserDisabling from 1 to 0.
  • If you are using an ExacqVision version earlier than 4.8, contact support@exacq.com to obtain an updated DLL.

Error: The connection to the server always shows “Disconnected” in the ExacqVision Client.

Cause: The Binding DN is incorrect.

Solution: Complete the following procedure:

  1. Download Softerra LDAP Browser. (Be sure to click the tab for Browser, NOT Administrator.)
  2. Install and Run LDAP Browser.
  3. Click File and then New Profile.
  4. Enter a name for your new profile and click Next.
  5. Enter the hostname of your AD server in the Host field (or click the Lookup Servers button if you don’t know the host).
  6. Click Next.
  7. Select Currently Logged On User.
  8. Click Finish.
  9. Highlight the new profile you just created in the left panel.
  10. In the Find What box at the top of the right panel, enter the username used to connect to Active Directory in the ExacqVision software.
  11. Press Enter.
  12. After the search completes, find the correct user account.
  13. Right-click the user account and select Properties.
  14. Copy the string in the top portion of the Properties Panel (it should start with CN=).
  15. Paste this string into the Binding DN section of your ExacqVision Client and click Apply.

Error: “Connected, SPN not found”

While there are other possible causes, it’s common for a ‘Binding DN’ to be an extended string that is easy to mistype. For instance the following Distinguished Name will work, but must be typed exactly: 

CN=exacqSVC,OU=ServiceAccounts,OU=SecurityGroups,OU=Indiana,OU=US,DC=exacqts,DC=local

Any incorrect spacing or punctuation will not allow proper setting of the SPN and you will see the following Server log:

StreamPI Warning LDAP: Bind DN was not found. Unable to create SPN.

You can also try the Username instead. In this instance, the username (UPN) for that account is:

exacqSVC@exacqts.local

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Categories
Knowledge Support Support exacqVision Server Categories Products

On-screen Time Display is Incorrect and Recorded Video Cannot be Found

Background Information

  • The exacqVision Server receives time-stamped video from most camera models, which indexes stored video.<br><br>
  • The exacqVision Server configures the cameras to receive time synchronization from a network time server (normally the exacqVision Server itself) and sets the camera time zone to GMT-0.<br><br>
  • If the camera and server times aren’t synchronized, video is stored with the wrong time stamp.<br><br>

Diagnostic Steps

  1. Monitor the affected camera’s video on the Live video page. If the on-screen time and date display are enabled, but the information is incorrect, skip to Resolution. Otherwise continue to step 2, below.<br><br>
  2. On the Live video page, monitor the camera’s video until the panel border turns blue (indicating motion recording) or red (indicating alarm recording). Use the Search page to find the video matching this occurrence. If you cannot locate the video that you saw recorded, skip to Resolution. Otherwise, proceed to step 3, below.<br><br>
  3. Browse to the camera’s web page and observe whether the correct date and GMT time (not local) are displayed. If the camera isn’t configured to receive NTP updates from the IP address of the exacqVision Server, skip to Resolution, item 3. Otherwise, the exacqVision system is correctly recording video from the tested camera.<br><br>

Resolution

  1. On the Config page for the server, select Configure System and then the Date/Time tab. Ensure that the Time Server field contains a valid NTP server IP address or domain name.<br><br>
  2. If the date or time displayed on the Date/Time tab is incorrect, the time server connection is not working. Ensure that the IP address or domain name can be reached from the server.<br><br>
  3. Ping the NTP server using the domain name or IP address entered in the Time Server field. If the server is unreachable, confirm the correct gateway was entered on the Network settings tab.<br><br>
  4. If the problem persists, contact your network administrator.<br><br>
  5. If the camera’s NTP server is set to an invalid IP address, such as 0.0.0.0 or 127.0.0.1, antivirus software may be blocking the server software from receiving the IP address of the server from the operating system. You can reconfigure the antivirus software to allow exacqVision access to the server’s IP address. Alternatively, you can designate the exacqVision Server as the IP Camera Time Server.
    See also: Time Settings and Time Zone Information<br><br>
  6. Some cameras do not accept time updates from servers with a stratum of 16. You may need to check the stratum level on your system using the steps found in Explaining NTP.<br><br>
  7. Linux servers may also display “sync_alarm” to indicate that the server is not synchronized with the NTP server. The server may require up to 30 minutes of synchronization before the alarm disappears.<br><br>
  8. If the server is installed on a totally isolated network that will never have access to an internet-based time server, changing the address in the Time Server field to 127.127.1.0 should force the exacqVision Server to decrease the system’s stratum level to a lower value.<br><br>
  9. On the Add IP Cameras page, within the IP Camera List panel, disable then re-enable each device to reset the camera connection. During the reconnection process, exacqVision sends the new time server IP address to the cameras.<br><br>
  10. Refresh the camera’s web interface that displays the NTP server address; it should now show the time server address entered in the steps above.<br><br>

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Categories
Knowledge Support Support exacqVision Server Categories Products

Troubleshooting an eDVR Board

To troubleshoot an eDVR board, complete the following steps:

  1. Download Microsoft’s DebugView program from http://technet.microsoft.com/en-us/sysinternals/bb896647.aspx<br><br>
  2. Open the file
    C:\Windows\xdvapi.ini
    Note: In Windows 7 or Windows Vista, run Notepad as an Administrator and then select Open from the File menu and change the file type to ‘All Files (*.*)’ to open the INI file.<br><br>
  3. Find the [CONFIG] section, or create it if necessary.<br><br>
  4. Add a line after [CONFIG] as follows:
    [CONFIG]
    ODSFlags=0x80000003<br><br>
  5. Run the DebugView application.<br><br>
  6. Stop the ExacqVision Server service.<br><br>
  7. Start ExacqDV Control Center. Several lines of information will scroll in the DebugView window. Click Clear in the DebugView toolbar.
    Note: The Clear button looks like an eraser and a piece of paper and can be found below the Help menu.<br><br>
  8. In the ExacqDV Control Center tree, select the eDVR board that you want to troubleshoot. A “-9005” error will appear along with additional information in DebugView.<br><br>
  9. Copy the information from DebugView into an email and send it to support@exacq.com.

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