🚒Troubleshooting Guidelines

This page provides a collection of common issues that might occur as well as steps to resolve them.

Although we are always happy to help, please take your time and try to find the issue you are facing here before contacting us via our SWARM Support Center.

My device shows up as "OFFLINE" in the control center 😨

P101

1. Check if the device is powered

   • Is the device powered with DC barrel (PoE is not supported)

   • Is the power supply fulfilling the recommended specs (12V, >2A)

   • Is the LED next to the ethernet port on? Please take a picture

2. Check internet connectivity

   • Does the P101 respond to ping in the local network?

P401

• Check if the device is powered

  • Is the device powered with DC via an external power supply?

  • Are the red and the yellow wires connected to the +-pole?

  • Is the power supply fulfilling the recommended specs (24VDC/4A)

  • Is the LED next to the connection ports on? Please take a picture

• Check internet connectivity

  • Does the P401 respond to ping in the local network?

OP101

1. Check if the device is powered

2. Check internet connectivity

   • Check if your SIM card has enough data left (e.g. online portal)

   • Check if the SIM card works with your LTE stick

     • Plug the LTE stick with the SIM card into your PC or Notebook

       • Deactivate WLAN, unplug ethernet cable

       • In case your are using a Huawei stick provided by SWARM, the stick's LED has to be solid blue or green. If the LED blinks, there is no internet connection

       • Check if the PC/Notebook is connected to the internet by opening a website

         • If your PC/Notebook can connect to the internet by using the LTE stick it should as well work with your OP101

3. Check OP101 Hardware

   • Open OP101

     • Can you spot any damage? (e.g. loose cables) - pls take a picture

     • Check if the LTE stick as well as the USB connector are properly plugged in

     • Check if all ethernet cables connecting P101, PoE switch and cameras are propperly plugged in

A camera stream is "not running" 😩

• Understand what the status means

• Check hardware

  • Check if the ethernet cables connecting (O)P101, P401 (PoE switch), and the camera are properly plugged in and not damaged.

  • OP101:

    • Check the LED state of the port used on the PoE switch

• Check camera configuration

  • Are you using the correct connection type? RTSP or USB Cameras are supported

  • Are you using the correct camera host, port and path to access the camera stream?

  • Are you using the correct username and password?

A camera stream has status "Warning" 😢

• Understand what the status means

• Check the reason of the warning status by hovering over the symbol

  • Video frames cannot be retrieved correctly - At least 10% of camera frames the camera delivers are broken.

    • This can have several reasons, please contact us via our SWARM Support Center

  • Performance issues - The performance (frames per second) are dropping below the limit of the configured event types.

• Check if your device is configured according to our recommendations

• Do not ignore warnings of this type. Expected accuracy values might not be reached.

A camera stream is "not configured" 🙀

• Understand what the status means

• Check if camera and data connection is configured

• Check if the configuration of your use case is correct

"No camera feed" in Swarm Control Center 😾

• Try refreshing the frame

• Try refreshing your browser window

• Check camera configuration

  • Are you using the correct connection type? RTSP or USB Cameras are supported

  • Are you using the correct camera host, port and path to access the camera stream?

  • Are you using the correct username and password?

No events are created from a camera stream 😿

General

• Make sure you configured your scenario in a way that event triggers can actually capture events.

  • Use live calibration and track calibration to confirm that events can be triggered, e.g. do moving objects actually cross a countingline or are parking vehicles detected inside a region of interest?

Data Analytics

• Check if you created suitable dashboards and widgets for your use case, please refer to our detailed data analytics guide

Custom MQTT

• Know what you are doing:)

• Refer to our detailed guide on custom MQTT solutions
• • Connect via SSH to the device

  • Install tcpdump sudo apt install tcpdump

  • Record network traffic, filter for LTE interface and IP address of the broker

  sudo tcpdump -i eth0 host 91.213.98.152 -w dump

  • Transfer the file dump and analyse with Wireshark