Check the status indicator and follow the step that matches it.

1. If it reads Not connected, check the device's power and network. If a router or switch was replaced recently, confirm the device is connected to the internet.
2. If it reads Stopped, click Start in the notice at the top of the Live tab, or in Settings > Status. The device never starts on its own. A new device, or one that was stopped, runs only after someone clicks Start.
3. If it keeps reading Not connected, restart the device and reopen the app.
4. If the You've used up this month's relay server allowance window appeared, live video is available only over a direct connection until the allowance renews.

The first time the device starts, it downloads the AI models from the internet. If the device isn't connected to the internet, the File Download window shows File download to device failed. and The first start needs an internet connection to download the AI models. Connect the device to the internet and start again., and the device stays Stopped. If the device tried to start on its own when it was turned on and failed, this window appears once when you open the app.

1. Connect the device to the internet.
2. In Settings > Status, click Start. Once the models are downloaded, the device can start without the internet.

1. On the Settings tab, click the device row to open Device Manager.
2. When a new version is available, the new version number (for example, v2.0.0) appears as a button next to the version. Click it.
3. The update starts and its progress is shown. The connection drops briefly during the update and reconnects automatically. Update complete appears when it finishes.

When the app connects to a device with an older version, the Update Available window also opens automatically. Click Update to update now, Later to close it, or Skip this version to stop it from appearing for that version.

If the place requires a newer version than the device software, the Update Required window opens when you connect. Click Update to update; Cancel disconnects from the device. If the required version hasn't been released yet, the window shows The required version hasn't been released yet. You can update once it's released. with only an OK button. Clicking OK disconnects; update after that version is released.

1. If the tile shows only a camera icon, check in Settings > Cameras whether that camera is turned off, and turn it on.
2. If the status is Running but one tile shows Couldn't connect to the camera or keeps showing Connecting..., the device cannot reach that camera. Check the camera's power and network. Click the red error count next to the status to see the cause.
3. If the camera's address or password changed, edit the camera and save the new values.

1. Confirm the status is not Stopped.
2. If the You have unsaved changes bar is still showing, click Save. Unsaved changes do not take effect.
3. On the Actions tab, confirm the item's switch is on and no message is shown under it. For messages, see Editing, Turning Off, and Deleting Actions.
4. Open the item and confirm that Phone notification is in its Actions list.
5. Confirm that the item includes the camera where the person appeared and that its hours include the current time.
6. If you drew detection zones on the camera, actions do not run for people and vehicles outside the zones (see Drawing detection zones).
7. For a face condition, confirm face recognition is on and a face is registered.
8. If you use the local screen, confirm that a Litmus account is connected under Remote access (see Turning On Remote Access from the Local Screen).
9. Confirm the Litmus app is installed on the phone and signed in with the same account.
10. Confirm the phone allows notifications from the app.

1. In Settings > Person recognition, set Threshold to Strict.
2. In busy locations, narrow the item's hours, or edit the item to keep only the cameras you need.

1. In Settings > Person recognition, set Threshold to Loose.
2. If people are far away or backlit, adjust the camera's angle and position. In that case, camera placement helps more than any setting.
3. If you drew detection zones on the camera, people outside the zones are not detected. Make sure the zones cover everything you want to watch (see Drawing detection zones).

1. On the Registry tab, expand that name and delete any photo of someone else.
2. In Settings > Face recognition, set Threshold to Strict.
3. Register additional photos of that person.

1. Check whether settings were just saved. The device restarts right after saving, so this is expected. If you only turned items on the Actions tab on or off, it usually does not restart.
2. If it keeps happening, check the network bandwidth and the camera's stream settings.

This appears when the browser can't play a recording made in H.265. Device software 2.1.4 or later records video from H.265 cameras as is.

1. Open the recording in another browser.
2. Use Download range to save the video and watch it in a video player.
3. To make later recordings play in every browser, set the camera's video compression to H.264 in its settings.

1. Confirm the status is not Stopped.
2. Confirm in Settings > Cameras that the camera is not turned off.
3. If only older recordings are missing, this is expected. They were deleted because the storage period ended or because free disk space fell below Free space to keep.

1. Confirm the time range and camera filter include the recordings you are looking for.
2. Check that the recordings have been indexed. Search covers only indexed recordings. On the timeline, a tile shows Not indexed yet while the recording at that time is not indexed. Finding by face works only on recordings saved after face recognition was turned on.
3. If you removed every result, look under Removed: n below the tiles, or click n removed. Undo for text and attribute results.
4. If The search model is still downloading. Please try again shortly. is shown, wait a moment and try again.
5. If Some cameras could not be read. Some people may be missing. is shown, search again after a moment.

See Finding a Person.

Appearance matching relies on clothing, so a change of clothes can produce a separate card.

1. Select the cards of the same person and click Merge. See Viewing by Person.
2. If n card pairs may be the same person appears above the list, click Review to go through the suggestions.
3. To reduce future splits, set Settings > Indexing > Same-person threshold to Loose.

1. Open the card, select the other person's tiles, and click Not this person above the tiles. Those photos leave the card and become cards of their own. In a journey list, only the tile's representative recording is removed, so the tile may remain if the same stay has other recordings. In that case, select the tile and click Not this person again.
2. To reduce future mixing, set Settings > Indexing > Same-person threshold to Strict.

1. Select the card and click Hide above the list. To review hidden cards, click the hidden items icon; to show one again, select it there and click Unhide.
2. If a real person's card contains a single stray photo, open the card, select that photo, and click Not this person.
3. Setting Threshold under Settings > Person recognition to Strict reduces this in later recordings.

The device reported an error while running or could not start, for example because a camera connection dropped or the storage folder could not be found.

1. Click the indicator and read the details in Errors.
2. Check the cameras.
3. For errors that occurred while running, click Clear to remove the indicator. It appears again if the cause remains.
4. If it keeps coming back, send the error details through Contact Us in the account menu.

1. If Could not save. Please try again in a moment. is shown, save again after a moment.
2. If Settings were saved, but some changes were not applied. Please save again. is shown, save again.
3. If Could not apply: device not reachable, settings unavailable, or device could not start with the new settings appears next to the status (below it on a desktop), the settings did not reach the device. Check the device connection and save again.
4. If it persists, revert the change you just made and save.