Troubleshooting

When something isn't working, this page covers the most common issues and where to look. The Logs are the best place to see what the server is actually doing.

A camera won't connect

If a camera shows offline or won't load:

• Check the camera's sources. The Sources tab shows each stream's live status, detected codecs, and URL.
• Make sure the stream URL and credentials are correct. Testing the RTSP URL in a player like VLC confirms the camera itself is reachable.
• Confirm the camera is on the same network as the server, or otherwise reachable from it.
• For brand or discovery-based cameras, check the relevant protocol or plugin.

Live view is black or won't play

• Check the source's codec in the Sources tab; very unusual codecs may need transcoding.
• Try a different streaming mode in the camera's interface settings.
• Enable hot mode and preload on the source for faster, more reliable opening.

Detection isn't firing

• Make sure a motion engine and, for objects, an AI backend are assigned to the camera. See Set up sensors.
• Lower the confidence or motion sensitivity in Settings → Detection if events are missed.
• Check your zones cover the area, and that the type you expect is listed on one of them.
• Remember the cascade: object, face, and plate detection only run after motion or another trigger. See Detection.

OpenVINO can't find the GPU on bare metal

The OpenVINO plugin logs libOpenCL.so.1: cannot open shared object file when the host is missing Intel's OpenCL runtime. Install it with sudo apt install ocl-icd-libopencl1 intel-opencl-icd, and make sure the service user is in the render and video groups. See Linux → Hardware acceleration.

No notifications

• Check the notification settings on the device: the master switch, quiet hours, and whether the device is registered.
• Check the camera's notification settings: which objects, sounds, and sensors it alerts on.
• For push to a phone, you need the native mobile app (a browser gets no push), camera.ui Cloud set up, and a tap on Sync this device. If push worked before and went quiet, the app usually notices and shows a note with a Fix button; one tap sets the phone up again. See Getting push on your phone.

Recording isn't working

• Recording needs an active subscription. See Recording.
• Confirm the camera's recording mode is set, either continuous or event.
• Check storage: a full disk with Strict retention pauses recording until you free space.
• If Settings → Recordings warns that the storage volume is small, recordings are on a small disk and rotate away quickly. Either the disk really is that small, or a storage mount you expected never mounted. Check the path in storage.

Can't reach the server remotely

• Open Settings → Remote Access and select the info button next to the connection status. Connection details names the address in use, what the server sees, and every address that was tried with its timing and failure reason. Copy details copies the lot for a bug report.
• Confirm cloud access is enabled and the server is registered, with the tunnel connected.
• For a direct connection, use Test connection to check the address is reachable.
• The mobile apps need camera.ui Cloud to connect from outside your network.
• If the app connects over the internet while you're at home, check the Network card on the same page: an IP address missing from Server addresses, or a Local address that doesn't answer, sends the app out over the internet instead.

I can't sign in

If you know the account but not the password, another administrator can set a new one in Settings → Users: open the user's menu, choose Edit, and enter a new password.

The master account is the exception. It can only be changed by itself, so nobody else can reset it, and there is no command-line way either. Restoring a backup from a time when you still knew the password brings the old accounts back with it. Without such a backup the only way in is a fresh install, so keep the master password somewhere you will find it again.

Getting more detail

• Open the Logs and filter or search for the issue. You can download the log to share when asking for help.
• For deeper inspection, the Terminal gives a shell on the server.

Still stuck?

Ask the community on Discord or Reddit, or open an issue on GitHub. Include your logs and the steps that led to the problem.