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 authorization to add users admin today is the only user type that may 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 another 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 to the correct 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 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 when disturbances are found between the connectivity of cameras and/or edge devices, issues can appear on the monitor page, 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 750 mpbs for upstream, and 950 mpbs for downstream if this is the case with this edge device, 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 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 the calendar event's time range uses the site's time zone if you are in a different time zone when configuring a calendar event, make sure that the time range is set for the right time from the site's time zone 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 while an area was being monitored if you experience a missed detection and require support assistance, please refrain from removing the edge device 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 dwell time was set to at least 1 second 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 correct framerate with the correct resolution check the alarm zone overlay make sure that the alarm zone is covering the correct parts of the site 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 to the site, which means that should be well lit without too much brightness obstructing the camera ensure that the site is not a highly busy area for example, using a busy freeway as a site while using a motion detection rule to learn more details on how to best prevent missed detections, we recommend reviewing iris+ cm best practices guidelines for rule and camera setup i am getting false alarms false alarms can be generated due to improper rules or camera settings here are some places to check camera calibration check that the calibration height is set to the correct height of the object you're trying to detect dwell time check that the dwell time set in the rule is set to a reasonable time if the object you're trying to detect moves at a slower pace, a short dwell time might trigger a false alarm on it my rules do not seem to generate any events properly there are several places to check when no events are generated at all edge device your edge device should be able to handle around 10 active cameras at a time if no events are generating at all, try offloading some of the cameras to another device, or try increasing the capacity on the 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 be sure that the outbound integration is correctly set up to learn more, visit the integration guide and find the instructions for the integration of your choice if you are attempting to connect to an integration that is currently not supported, please reach out to our support team for assistance my edge device or camera is consistently red, orange, or yellow what should i do? this mean 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 click on the tooltip of the reported error to get instructions on hows to resolve the issue if the recommendation does not resolve the issue, please contact support\@irisity io 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 is the 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