Find your sites and devices, see what each device status means, and act on a device.
The page Sites & Cameras shows a count line (for example "3 sites · 10 devices · 3 public"), status filters with counts, and a search field.
Watch:
Status | Meaning | What to do |
|---|---|---|
Setup needed | The device was added, but the setup is not finished. For private devices the on-site step is open. For self-configured devices the settings are not confirmed. | Finish the setup: Actions > Complete setup or Setup details. |
Setup failed | The automatic setup did not work. "Failed at: …" names the step. | Fix the cause (Public Camera Setup or Private Camera Setup (Local Agent)) and use Retry. |
Configured | The alarm settings were written to the device. No alarm has arrived yet. | Trigger a test alarm. |
Configured manually | You confirmed that you entered the settings on the device yourself. No alarm has arrived yet. | Trigger a test alarm. |
Receiving alarms | At least one alarm arrived in the last 24 hours. "Last alarm: …" shows the time of the last one. | Nothing. This is the target status. |
Quiet | The device has sent alarms before, but none in the last 24 hours. "Quiet · 3 days" shows for how long. | Check if this is expected (a closed site, no activity). If not, see the table below. |
Alarms blocked | The device sends alarms, but GC Surge cannot use them, for example the alarm e-mail has no picture or is in another language. This status shows only for a device that has not delivered an alarm yet. | Click the status. See Fix Blocked Alarms below. |
Reassigned | The device was moved to another site or owner. It no longer reports under its previous setup. | Check who took over the device: GC Surge shows this status when the device is used in another site or account. You decide who gets your device credentials. To connect the device to this site again, use Retry on the device. |
Disabled | You disabled the device. GC Surge does not receive its alarms and does not bill it. | Actions > Enable device when you need it again. |
Step 1: In the top bar, click Sites & Cameras. Click the status filter Alarms blocked and expand the site.
Step 2: In the device row, click the status Alarms blocked. The panel Why alarms from this device are blocked lists each problem, how often it was seen and How to fix.
Step 3: Fix the problem and send a test alarm. The warning clears by itself as soon as the next alarm from the device gets through.
Problem | Cause | How to fix |
|---|---|---|
Device still being set up | GC Surge has not finished registering the device. | Wait a few minutes. If it keeps happening, open the device and save it again. |
No picture in the alarm email | The camera sends its alarm e-mails without a snapshot. | In the e-mail settings of the camera or recorder, turn on the picture or snapshot attachment. Then send a test alarm. |
Alarm email in an unsupported language | The camera writes the alarm e-mail in a language other than English. | Set the system language of the camera or recorder to English. Then send a test alarm. |
Alarm email could not be read | The alarm e-mail arrived damaged or in a format GC Surge cannot open. | Send a test alarm. If it keeps failing, contact NXGEN support and share the technical detail shown in the panel. |
Alarm picture could not be loaded | The picture or video sent with the alarm could not be downloaded or opened. | Check that the device is online and that its snapshot link can be reached. Then send a test alarm. |
Alarms are being rejected | GC Surge could not process the latest alarms from the device. | Send a test alarm. If it keeps failing, contact NXGEN support and share the technical detail shown in the panel. |
Watch:
In Sites & Cameras, click the arrow next to the site to show its devices, then open the Actions menu (the … button) in the device row.
Action | What it does | When to use it |
|---|---|---|
Complete setup | Finish agent install and site-key activation. | For a private device with the status Setup needed. |
Setup details | Shows the SMTP, FTP or API settings to enter on the device, and the manual confirmation. | To copy the settings again, or to confirm a manual setup. |
Edit | Review and update connection details. Changing the address, port or credentials checks the camera again, writes the alarm settings and reads the cameras again. | After a change of address, port or password. |
Retry | Pushes the alarm settings to the device again. | After Setup failed, after a device reset, when a device went quiet. |
Forward alarms | Forward alarms to your preferred alarm receiver through DC09 or webhook. | |
Disable device / Enable device | Stops or resumes alarms and billing for this device. | For maintenance, for a noisy device, for a site that is closed for some time. |
Delete device | Removes the device from the site. Permanent. | When the device is no longer monitored. |
The card Onboarding health on Home shows:
Aim for all devices in the status Receiving alarms before you go live with a site.
Symptom | Cause | What to do |
|---|---|---|
A device is Quiet and should not be | The device lost power or internet, the detection was switched off, the schedule is not active, or the alarm settings were overwritten. | Check that the device is online. Check detection and schedule on the device. Trigger a test alarm. Use Retry to write the settings again. |
Many devices of one site are Quiet at the same time | The site lost internet access, or the firewall was changed. | Check the internet connection and outbound rules of the site. |
Retry says the connection details are incomplete | Credentials are missing. | Use Edit, enter the credentials, then Save and retry. |
Retry on a private device fails with the agent offline | The local agent must run in the site network. | Start the agent on site and retry from there (Private Camera Setup (Local Agent)). |
"Could not change the device state. Please try again." | A temporary problem. | Try again. |
A disabled device still sends | The device itself is not changed by Disable device. | Nothing is needed. GC Surge ignores its alarms. To stop the device from sending, change the alarm settings on the device. |
Home shows "cameras stuck > 24 h" in Onboarding health | Devices did not reach alarms within a day. | Click Fix. The list shows each device and what to do, for example "Verify credentials and try again." |
A device was deleted by mistake | Deleting is permanent. | Add the device again. A self-configured device gets new connection details. Enter them on the device. |
How do I know that a device works? Its status is Receiving alarms and "Last alarm" shows a recent time.
What is the difference between "Configured" and "Receiving alarms"? Configured means the settings are on the device. Receiving alarms means GC Surge has received at least one alarm from it.
Thank you — your feedback goes to the team that owns this page.
