Use this page every time a device is stuck and no alarms arrive in GC Surge. It takes you from the status you see in GC Surge to the cause and the fix. For the settings on the device itself, it sends you to the guide for your brand.
Who it is for: Admins, technicians and the person on site.
Step 1: Trigger a test alarm: walk through the picture of the camera, inside the detection area. If you set the device up just now, wait 10 to 15 minutes first.
Step 2: In the top bar, click Sites & Cameras. Expand the site and find the device.
Step 3: Read the Status of the device. Move the mouse over the status to see "Last alarm" or "Failed at".
Step 4: Open the page for this status:
Step 5: Follow the checks on that page in order. After each fix, trigger a new test alarm and read the status again.
Step 6: If the alarm still does not arrive, click Help & support > Raise a support ticket at the top right, and send the details listed in Before You Contact NXGEN Support.
Watch:
Status | What it means | Go to |
|---|---|---|
Setup needed | The setup is not finished. | |
Setup failed | The automatic setup stopped at one step. | |
Configured or Configured manually | The settings are on the device, but no alarm has arrived yet. | |
Quiet | Alarms arrived before, but none in the last 24 hours. | |
Receiving alarms | Alarms arrive. | Alarm Arrived, but Not Seen, if you still miss alarms |
Disabled | You switched the device off in GC Surge. | Device Actions > Enable device |
On Home, the card Onboarding health shows the same problem as "cameras stuck". Click Fix to get the list Silent cameras with the last alarm and what to do for each camera.
An alarm only arrives if all five are true. Check them in this order.
# | Point | Where you check it |
|---|---|---|
1 | The device is set up in GC Surge. | Sites & Cameras: the status of the device. |
2 | The device detects something. | On the device: detection is switched on, has an area and a schedule. |
3 | The device is told to send an alarm when it detects: by e-mail, or by REST API or FTP for a device you configure yourself. | On the device: the action of the detection that sends the alarm. |
4 | The device has the right settings for sending the alarm. | On the device: compare with Setup details in GC Surge. |
5 | The device can reach the internet. | On the device and the site network: DNS, gateway, outbound port, time. |
Then the alarm is in GC Surge. If it is in Recordings but nobody saw it, it is not missing. See Alarm Arrived, but Not Seen.
Brand | Guide |
|---|---|
Hikvision | |
Dahua | |
Axis | |
Nx Witness | |
Any other brand | Manual & Self-Configured Devices: configure the device yourself. |
Open a ticket with Help & support > Raise a support ticket at the top right of GC Surge (Navigating GC Surge). Send this with your request. It saves one round of questions.
Do not send passwords, API keys or site keys by e-mail or chat.
Thank you — your feedback goes to the team that owns this page.
