When the status of a device in Sites & Cameras is Setup needed or Setup failed, find the cause and the fix here. This page is part of Not Receiving Alarms. For the settings on the device itself, see the guide for your brand there.
Your device | Cause | What to do |
|---|---|---|
A private camera (local agent) | The step on site is not done yet. | The person on site opens the on-site setup page, connects the local agent and enters the site key. See Private Camera Setup (Local Agent). In GC Surge, open the device Actions > Complete setup and click Refresh status. |
A private camera, and the contact did not get the instructions | Wrong e-mail address, or the mail is in spam. | Complete setup > Resend instructions, or send the key with Send site key. |
More than 30 minutes passed since the activation. |
Click Reactivate site key. The key itself stays the same. |
A device you configure yourself (REST API, e-mail, FTP) | You chose Skip for now. | Enter the values on the device. Then device Actions > Setup details > I've entered these settings: mark as configured manually. |
The status shows "Failed at:" with the step that did not work. Fix the cause, then use the device Actions > Retry. If you must change the address, the port or the credentials, use Edit > Save and retry.
Watch:
Failed at | Cause | What to do |
|---|---|---|
Device credentials | Wrong user name or password, or the user may not change settings. Message: "The credentials you entered are incorrect, so this device will not be configured." | Edit, enter a device user with administrator rights, Save and retry. Check on the device that the account is not locked after wrong attempts. |
Camera reachable | The address and port do not answer. For a private camera: "The local agent could not reach the camera at … Check that the agent's computer is on the camera's network and that the address and port are right." | Public camera: check the public address, the port forwarding and the firewall. Private camera: the PC with the local agent must be in the same network as the camera. Open the web page of the camera from that PC to test. |
Loading device settings | GC Surge reached the device but could not read it. | Check the brand, the port and HTTPS (secure). A port for HTTP with HTTPS switched on, or the other way round, fails here. |
Local agent checked | The local agent is not running, or it is too old. | Start the local agent. If you see "Local agent update required", install the latest agent and click Check version again. |
Saving connection details | The details could not be saved. | Retry. If it fails again, contact NXGEN support. |
Writing alarm e-mail settings | The device refused the e-mail settings. | Check that the user has administrator rights and that nobody else is changing the device. Update old device firmware. If it still fails, enter the settings by hand: see the guide for your brand. |
Reading the camera list | The channels of the device could not be read. Message: "The device did not return its camera list." | Check the brand. On a recorder, check that at least one camera is connected. Retry. |
Marking as configured | The last step did not complete. | Retry. |
"The failing step was not recorded." | The reason was not stored. | Retry once. The step is then shown. |
Other messages you can see:
Message | What to do |
|---|---|
"Retry failed. Check credentials and try again." | Edit, check address, port, HTTPS and credentials, Save and retry. |
"Connection details are incomplete. Use Edit to review and update credentials before retrying." | Edit, fill in the missing fields. |
"Local agent is offline. Start the agent before retrying." | Retry for a private camera only works from a PC in the site network with the local agent running. |
"Camera brand is missing on this device, so the local agent cannot configure it." | Edit and choose the brand, or set the device up by hand. |
"Injection failed, please check the device credentials" | The device refused the login. Correct the user name and password. |
"Port not reachable — site connects via private/VPN." | GC Surge cannot reach this address from the internet. If the camera should be public, fix the port forwarding. If not, continue as a private camera. |
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