Troubleshooting Guide

if you're running into issues while using iris+ or the edge device, the troubleshooting is built to help identify the problem and provide a recommended action for a resolution this guide offers customers a self guided experience to swiftly action and solve their concerns without requiring support or assistance troubleshooting iris+ typically involves checking the following places to start, select the content that best describes your situation i can't seem to add any new users to my account first, check that you have the appropriate permissions to add users a user with the role admin is the only user type that can add additional users to the account this includes adding other admins, operators, and other user types this is also specified in the settings module of iris+ additionally, tooltips are put in place to help provide further information about any account type limitations if you are not an admin, it is recommended to ask another admin to promote your account type to admin or request an admin user to add the new user to the account my camera won't calibrate properly issues found in camera calibration are typically caused by the auto calibration improperly calibrating a person's expected height to confirm if this is the case, access the calibration tab of a camera from the physical tree review the calibration height in the stream and determine if the height is correct if it is not correct, try performing a manual calibration to learn how calibration is best done, review the steps from https //docs irisity com/iris plus cm documentation/manual calibration best practices if you are using perimeter security in iris+™, calibration will no longer be needed please review the perimeter security documentation to learn how it works i am unable to see any images or videos in my monitor tab when disturbances are found between the connectivity of cameras and/or edge devices, issues can appear on the monitor tab, resulting in the loss of images or clips this is typically caused by network issues between hardware check that the network connectivity of the edge device is normal this information can be accessed by clicking on the edge device from the physical tree, which shows you the edge's dashboard the typical ranges of bandwidth that are acceptable for normal operations are roughly per edge device, 750 kpbs for upstream, and 950 kpbs for downstream please check your camera's recommended resolution and frame rate to determine the required connection bandwidth as well if this issue occurs between the edge device and the cloud, the images or clips will typically load at a later time if images or clips do not load at all after the connectivity issues are fixed, try restarting the edge device and check to see if that fixes the issue my monitoring calendar or schedule doesn't work properly if iris+ is not generating any events from a calendar or schedule, there may be issues with the scheduling of the monitoring duration both the calendar and schedule tabs operate in a similar fashion, where both are dictated by the time the monitoring is "on" below are settings to consider and check to see if they are the source of the issue wrong time be sure to use the edge device's local time when setting up schedules or calendars you may have configured the wrong time period if you're using a different local time for calendar events or schedules set for 24+ hours when setting calendar events or schedules for a 24 hour monitoring period or more, be sure that the durations of the 24 hours are set between 12 00 am 11 59 pm a missed detection occurred when a camera was active if you experience a missed detection and require support assistance, please refrain from editing the rules, removing the edge device, or camera from the account for further investigation a missed detection can typically occur when a rule is not set up properly or the camera is not installed properly if a missed detection has occurred, please review the steps below check that the rule was set to active during the monitoring time check that the person stayed in the alarm zone long enough within the dwell time check the video stream settings the camera stream is active and is using the correct rtsp stream and credentials the camera stream is set to the recommended framerate with the recommended resolution check the alarm zone overlay make sure that the alarm zone covers areas where the person walked make sure that the alarm zone does not include non visible areas for example, a person can be missed during monitoring if the alarm zone is drawn on top of a large pillar that hides the area behind it in the example shown here, the alarm zone never extends beyond the bushes because there is no visibility behind the bushes at this camera angle check the site's surroundings, ensure that there is decent lighting at the site, which means that it should be well lit without too much brightness that may blind the camera to learn more details on how to best prevent missed detections, we recommend reviewing the https //docs irisity com/iris plus cm documentation/camera placement principles guidelines for rules and camera setup my rules do not seem to generate any events properly there are several places to check when no events are generated at all your edge device should be able to handle around 10 active cameras at a time if no events are generating at all, check these settings of the camera or device ensure that the rules on the camera are properly set up try setting the dwell time down to 1 second to see if any alarms generate at all try offloading some of the cameras to another edge device connectivity issues there may be a loss of connectivity from the edge device if no events are being generated ensure that the network connectivity is stable on the edge device my integration does not seem to receive events integration issues typically stem from an improper integration setup to learn more, visit the https //docs irisity com/iris plus cm integrations and find the instructions for the integration of your choice my edge device or camera is consistently red, orange, or yellow what should i do? this means that there is a health alert that might be occurring at the hardware level you can check what the problem is by going to the health alerts tab from the physical view, then clicking on the tooltip of the reported error to get instructions on how to resolve the issue if the recommendation does not resolve the issue, please contact mailto\ support\@irisity com to get further assistance and instructions my report does not generate correctly during scheduled times there are several situations where a scheduled report will not be generated correctly no cameras were selected to generate reports from no email target is set to receive reports the report generation time was not set correctly to prevent these sorts of issues check that the correct cameras have been selected and saved check that the timestamps of the scheduled reporting time are correct time occasionally, there may be issues where the scheduled report is interrupted, causing no reports to be generated you can check if these reports are generated by checking the download list on the page