About: Alta camera software errors

Last modified: Thursday March 21, 2024.

The Alta camera software displays any camera errors in a banner above the video feed in the camera side panel. Errors are color-coded based on their importance.

You can only change the camera status 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 Aware

The Devices tool in Aware 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.

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

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
  • SD card not supported
  • Recovery mode

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
  • Unable to store
    • Push memory card firmly to check it is properly inserted.
  • Disk write error
    • Push memory card firmly to check it is properly inserted.

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 How to: Create and edit Roles.

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