GC SurgeDocsTroubleshooting Guide
4 min read

Troubleshooting Guide

A reference for diagnosing and resolving the most common GC Surge platform issues. Covers: platform rendering problems, login failures, and Video Search not displaying events.

Platform Issues

Issue: Login succeeds but platform shows blank or error page

  • Clear browser cache and cookies.
  • Try a private or incognito browser window.
  • Try a different browser.
  • If the issue persists, confirm OTP verification was completed during registration.

Issue: Events are not appearing in Video Search

  1. Confirm a customer and site have been selected in the top selectors. Events will not display without both selections.
  2. Verify the site is in Active status in Configuration.
  3. Confirm field activation completed successfully.
  4. Check whether cameras are online and generating events (test by triggering a detection at the physical site).
  5. If activation is confirmed and cameras are generating events, wait 5 to 10 minutes and refresh Video Search.

Issue: Analytics shows undefined labels

Issue: Invite Admin button in Configuration does nothing

The Invite Admin button in Configuration is not available. Use the Users module to invite all users, including admins.

Issue: Spreadsheet Import status filter shows incorrect state

The status filter may show Inactive while rows remain Active. Do not rely on the filter state. Verify completeness using the All Cameras tab row count.

Issue: Subscription brand filter shows wrong brand cameras

The brand filter may show cameras from other brands alongside the selected brand. For precise brand verification, use Configuration.

Activation Issues

Issue: Cameras not discovered by GDA app during activation

  • Confirm the GDA device is on the same subnet as the cameras (same Wi‑Fi network or VLAN).
  • Check that ONVIF is enabled on the cameras.
  • Verify UDP multicast is not blocked on the network switch.
  • On Hikvision: Configuration > Network > Advanced > Integration Protocol > Enable ONVIF.
  • On Dahua: Setting > System > Account > verify an ONVIF user exists.

Issue: GDA app authentication fails

  • Verify the Site Key was entered correctly (all 32 characters of the alphanumeric suffix after GCSK-).
  • Confirm the Android device has internet access (not just local network access).
  • Resend the Site Key via a different channel (QR code instead of manual entry) to rule out transcription errors.

Issue: Site remains in pending status after field activation app reports success

  • Wait 5 minutes. The cloud status update is not instantaneous.
  • Refresh Configuration.
  • If the status has not updated after 10 minutes, check Video Search for any events from the site. If events are visible, the activation worked and the status display may have a lag.
  • Contact support if neither events nor status update appear.

SMTP Issues

Issue: Camera configured but events not arriving in platform

Work through these checks in order:

  1. Internet access: From a PC on the same network as the camera, ping smtp.zeptomail.eu. If the ping fails, the camera network does not have outbound internet access. Contact your IT team to allow outbound TCP port 587.
  2. SMTP credentials: Log into ZeptoMail and verify the credentials. Re-copy them to the camera configuration — do not retype, as one character error breaks the connection.
  3. Sender email verification: Log into your ZeptoMail account and confirm alerts@nxgen.io is listed as a verified sender. Unverified senders are silently rejected.
  4. Receiver address: Log into the camera web interface and verify the receiver address field contains the exact GC Surge ingest email for this site. Use copy-paste, not manual entry.
  5. Camera motion detection enabled: Verify the camera’s motion detection or event trigger is active. A camera with all triggers disabled will never send an event regardless of SMTP configuration.
  6. Event linkage enabled: The camera needs the alarm linkage that actually triggers the email, not just the SMTP settings. On Hikvision, both Send Email and Notify Surveillance Center must be ticked (per camera) under the event’s Linkage Action — GC Surge enables both automatically, so if events are missing, confirm neither was turned off.
  7. Test email: Use the camera’s built-in Test Email function (available in the email or SMTP settings of most Hikvision, Dahua, and AXIS cameras). A successful test confirms the SMTP path is working.
  8. Port 587 blocked: Some enterprise firewalls block port 587. Try switching to port 465 with SSL, but first confirm this is supported by your ZeptoMail account configuration.

Still need help?

If your issue is not listed here or these steps do not resolve it, see Contact Support for how to reach the NXGEN team. Include your customer and site name, a description of the issue, and a screenshot so we can help on the first reply.

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