If something is wrong
Everything listed here is something you can see yourself: in the panel, in the app, or on the camera.
Connecting a device
| Symptom | Usually | What to do |
|---|---|---|
| The device never appeared in the panel | the enrolment token was spent or expired | mint a new one: "How to connect" → "Mint a token" |
| The camera does not come back after a reboot | wrong cloud address, or no internet | check both; the agent waits and retries by itself, forever |
| The claim does not go through | the claim code is not from this device, expired, or already used | take the code again on the device: cerberus status |
| "Device is already claimed" | it belongs to another account | its owner has to release it first |
The installer on the camera explains nothing on the spot: if it stopped, it printed a two-digit code. They are decoded under Installer codes.
If the camera has to go back to how it was – Remove the cloud from a camera: one line takes the agent off completely, and it touches neither the firmware nor the camera's own settings.
Video
| Symptom | Usually | What to do |
|---|---|---|
| The camera is there, the stream is not | it joined with someone else's token and is not claimed | enter the claim code: without an owner the stream goes to nobody |
| The stream opens empty | the RTSP login and password are not set or wrong | set them in "Devices and network" → "RTSP"; for a camera behind an edge, in its RtspUrl |
| A stream link stopped opening | it is more than a minute old | open the stream again: that minute is the deadline for starting |
| The picture is purple or hazy at night | the camera's own night mode | that is the camera, not the cloud: look at its own settings |
Control
| Symptom | Usually | What to do |
|---|---|---|
| No "Controls" button | the camera advertises no ONVIF, or you lack control | check your access under "Devices and network" |
| Controls say "the camera answered 400" | that port holds the camera's web interface, not ONVIF | check whether ONVIF is enabled on the camera and on which port; if it is not 80, the camera has to advertise it when it connects |
| Controls say "no PTZ advertised" | ONVIF answers, but the camera has no motor | that is the camera, not the cloud: a fixed camera answers exactly this |
| Controls open, the camera does not move | wrong camera credentials | check the camera's login and password |
| Camera settings are unavailable | the configure verb is needed | the owner, or an Owner grant, has it |
| SSH is unavailable | no grant carries shell | only the device owner has it |
Network and access
| Symptom | Usually | What to do |
|---|---|---|
| It says "via the relay" rather than "direct path" | the network does not allow a direct connection | nothing: some networks work that way and nothing else changes |
| A camera shared with me is not visible | the invitation was not accepted | paste the token into "Access" → "Accept an invitation" |
| Access disappeared suddenly | the grant expired or was revoked | ask the device owner to issue it again |
| A camera link says it "no longer works" | it expired, was revoked, or the camera changed hands | ask the owner for a new one |
| A camera link opens but says "no key in the link" | it was copied without the part after "#" | copy the whole link |
| I cannot sign in to the panel | the second factor is bound and the code is gone | only the owner of the instance can help: there is no reset by email |
If your symptom is not here, write to the beta chat. That is what the beta is for: it is a test rig rather than production, and it should not be carrying the one camera something depends on.