Camera error messages

Last modified: Wednesday September 04, 2024.

In the event of an Alta camera or an Ava camera experiencing an error condition, and error message is displayed in a banner in Alta Video and in the camera web user interface ((accessible from the IP address for each camera). Errors are color-coded based on their importance.

You can only change the camera status from within Alta Video after you resolve the error.

  • While a camera is in an error state, you cannot adjust video settings, video stream settings, analytics masks, and privacy masks.
  • Hover controls for the side panel video feed are also disabled.

Device errors in Alta Video

The Devices tool in Alta Video shows separate totals for green active dot active devices and devices with red error cross high-importance errors. Active devices with a orange error exclamation mark medium or low-importance error are included in the total active devices and shown by a separate count. When you dismiss a low-importance error, it no longer contributes to any error counts.

Multisensor camera errors

For cameras with multiple sensors, the error message changes to include the name of the source, for example, <source name> is not connected.

High-importance errors (red error cross red background)

For the following errors, you cannot access the camera settings until you resolve the error:

  • Credential authentication error
  • Camera is not connected
  • Network connection cannot be established
  • Invalid RTSP address
  • Camera connection issue cannot be established

For the following errors, the camera settings are still accessible:

  • Camera unable to talk to server. Please change camera firmware.
  • Certificate not trusted
  • Camera storage not detected
  • Recovery mode
  • SD card issue detected
  • Unverified SD card detected. Formatting required.
  • SD card requires fomatting
  • SD card not detected
    • If a card is present, check it is correctly inserted

Medium-importance errors (orange error exclamation markorange background)

  • Experiencing packet loss in incoming video
    • This issue might be intermittent, so the error message displays for 24 hours after the last occurrence.
  • Unable to analyze footage due to video settings
  • Analytics not working due to GOP length
  • Camera top cover with microphones removed. Unable to analyze audio.
  • Firewall prevents domain connectivity required for updates
  • Unable to do license plate recognition due to analytics settings
  • Invalid Wi-Fi password
  • No audio input can be detected
  • Insufficient power to use IR ring
  • IR ring connection error
  • Unsupported SD card inserted
  • Cannot reach important Avigilon domains. See Domains used by your Alta Video deployment.
  • Saved clips affect retention period.

Low-importance errors (orange error exclamation markgrey background)

Users with Add/Edit devices permission can dismiss low-importance errors by clicking on the grey close button in the warning message. Dismissed errors will no longer be visible by any user and are not included in device error counts. For more information on user permissions, see Create and edit Roles.

  • Not connected over preferred Wi-Fi network
  • "Source" disabled
  • Camera is under exposed. Please change video settings.
  • Re-establishing connection. Cloud Connector updating.