Olarm Video troubleshoot guide

Olarm Video troubleshoot guide

Olarm Video

Welcome to Olarm video troubleshoot guide.

Please also refer to:
  1. How to setup Olarm MAX video
  2. How to link a camera in the Olarm App
  3. https://olarm.com/video

Max to App Troubleshoot Guide

These events have to do with the connection between the MAX and the App / CC client.

These error codes are prefixed with P.

Unable to play live video. Please try again. [Error P-1]
Close session and retry if persists, contact support
Unable to play live video. Please try again. [Error P-2]
Close session and retry. If issue persists, contact support.
High packet loss detected. [Error P-3]

Check Olarm MAX signal quality is status tab in-app.

Where is the MAX placed?

How far from router?

Check encoding profile must be H264/H264 B
in VMS settings.

Check recommended camera setup:

  • Lower bitrate

  • Increase I Frame Interval or I Framerate

  • Lower framerate

  • Decrease resolution

  • Ensure

  • Are you using the Mainstream or Substream?

Turn off audio, this may be adding to the increased size of packets.

Note - Changes made on VMS will affect other apps (Provision, HIK, Dahua)

Connection issue detected, contact support. [Error P-4]
Please contact support
N/A. [Error P-5]
Not implemented for BETA
Unable to play live video. Please try again. [Error P-6]

Restart live view stream.

Restart the Olarm APP.


Maximum stream time reached. Restart stream. [Error P-7]
Restart live view stream.
Connection issue detected, contact support if this persists. [Error P-8]

Restart live view stream.

Restart the Olarm APP.

Unable to play live video. Please try again. [Error P-9]
Close session and retry. If the issue persists, contact support.
Session unable to start. Contact support if this persists. [Error P-10]
Please restart the device.


Max to Camera Troubleshoot Guide

These events relates to the connection between the MAX and the camera server / camera / NVR.

Error codes will be prefixed with R.

Unable to authenticate camera, check setup information. Check camera credentials. [Error R-1]

Run the test connection in the camera setup menu.

  • Check username and password.

  • Check for correct URL.

  • Check if IP for camera is correct

Unable to connect to the camera. Check network setup. [Error R-2]
  • Check camera and Olarm MAX are on same network.

  • Check VMS settings including the IP Address in app setup.

  • Check that the cameras are assigned to the same IP and subnet range.

  • Check MAX connectivity:

    • Is Olarm MAX connected to WiFi?

    • Wi-Fi connection signal quality in MAX app status.

Unable to play live video. Please try again. [Error R-3]

Restart live view stream.

Restart the Olarm APP.

Connection issue detected, contact support if this persists. [Error R-4]

Check MAX LED status.


Connection issue detected, contact support if this persists. [Error R-5]

Check MAX LED status

Restart your WiFi router.


Unable to play live video. Please try again. [Error R-6]

Restart live view stream.

Restart the Olarm APP.

N/A User shouldn't see error. [Error R-7]

N/A

User shouldn't see error

High packet loss detected. Refer to troubleshooting guide if this persists. [Error R-8]

Check Olarm MAX signal quality is status tab in-app.

Where is the MAX placed?

How far from router?

Check encoding profile must be H264/H264 B
in VMS settings.

Check recommended camera setup:

  • Lower bitrate

  • Increase I Frame Interval or I Framerate

  • Lower framerate

  • Decrease resolution

  • Ensure

  • Are you using the Mainstream or Substream?

Turn off audio, this may be adding to the increased size of packets.

Note - Changes made on VMS will affect other apps (Provision, HIK, Dahua)

Connection issue detected, contact support. [Error R-9]
Contact support to provide more details.
Unable to play live video. Please try again. [Error R-10]

Restart live view stream.

Restart the Olarm APP.

Maximum playback stream time reached. Replay stream. [Error R-11]
Restart live view stream.
No video data detected. Try again or check camera setup. [Error R-12]

Check recommended camera setup:

  • Are you using the Mainstream or Substream?

    • Have you setup your Substream?

  • Have you entered a valid channel In your app setup?

  • Check the URLs that you have entered in the app setup.

Connection issue detected. Contact support if this persists. [R-13]
Please restart your WiFi router and check the MAX LED status
Session unable to start. Contact support if this persists. [R-14]
Please restart the device.
Unable to retreive video stream. Check camera setup. [Error R-32]

Check recommended camera setup:

  • Are you using the Mainstream or Substream?

    • Have you setup your Substream?

  • Have you entered a valid channel In your app setup?

  • Check the URLs that you have entered in the app setup.

 

Troubleshoot your cloud connection

Sometimes things go wrong that are not directly communicated from the Olarm MAX. For these the error message will have a C prefix

Something went wrong, please try again (C-1)
The device has closed the session and informed the cloud, but the app did not get the message.
Something went wrong, please try again (C-2)
Device probably rebooted / crashed or somehow lost connection abrubtly wihtout informing the cloud.
Device is not connected to wifi (C-3)
Check that your device is online and connected over WiFi. Video streaming does not work if the device is not connected to wifi.
Device is busy with another session / Waiting for recent session to clear (C-4)
The Olarm MAX can only do one stream at a time. Another user may be streaming currently.
 


 







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