Olarm MAX Video troubleshoot guide

Olarm MAX Video troubleshoot guide

IdeaAre you an Olarm App User? Please visit our Olarm video website to find an installer

Olarm MAX Video

Welcome to Olarm video troubleshoot guide.

    Olarm MAX to Olarm App Troubleshoot Guide

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

    These error codes are prefixed with P.

    Unable to play live video. Please try again. [Error P-1]
    Please close the session and retry.

    If the issue persists, please contact our support team
    Unable to play live video. Please try again. [Error P-2]
    Please close the session and retry.

    If the issue persists, please contact our support team
    High packet loss detected. [Error P-3]

    Step 1: Please Check the Olarm MAX's signal quality TAB in your app.

    1. If there is a bad signal, please check the placement of the MAX.

    Step 2: Please check encoding profile is H264/H264 B in the VMS settings.

    Step 3: 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?

    Step: 4: Turn off audio, this may be adding to the increased size of packets.


    If the issue persists, please contact our support team
    Connection issue detected, contact support. [Error P-4]
    If the issue persists, please contact our support team
    N/A. [Error P-5]
    Not implemented for BETA
    Unable to play live video. Please try again. [Error P-6]
    Please close the session and retry.

    If the issue persists, please contact our support team
    Maximum stream time reached. Restart stream. [Error P-7]
    Please close the session and retry.

    If the issue persists, please contact our support team
    Connection issue detected, contact support if this persists. [Error P-8]
    Please close the session and retry.

    If the issue persists, please contact our support team
    Unable to play live video. Please try again. [Error P-9]
    Please close the session and retry.

    If the issue persists, please contact our support team
    Session unable to start. Contact support if this persists. [Error P-10]
    Please restart the device and retry.

    If the issue persists, please contact our support team


    Olarm MAX to Camera Troubleshoot Guide

    These events relates to the connection between the Olarm 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]

    Please run the test connection in the camera setup menu.

    • Check username and password.

    • Check for correct URL.

    • Check if IP for camera is correct


    If the issue persists, please contact our support team
    Unable to connect to the camera. Check network setup. [Error R-2]
    Please close the session and retry.

    Next, 

    • 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.


    If the issue persists, please contact our support team
    Unable to play live video. Please try again. [Error R-3]

    Restart live view stream.

    If the issue persists, please contact our support team
    Connection issue detected, contact support if this persists. [Error R-4]

    Please check MAX LED status.
    Connection issue detected, contact support if this persists. [Error R-5]

    Step 1: Check MAX LED status

    1. See here for troubleshooting the MAX LED status

    Step 2: Restart your WiFi router.

    If the issue persists, please contact our support team
    Unable to play live video. Please try again. [Error R-6]

    Restart live view stream.

    If the issue persists, please contact our support team
    N/A User shouldn't see error. [Error R-7]

    If the issue persists, please contact our support team
    High packet loss detected. Refer to troubleshooting guide if this persists. [Error R-8]

    Step 1: Please Check the Olarm MAX's signal quality TAB in your app.

    1. If there is a bad signal, please check the placement of the MAX.

    Step 2: Please check encoding profile is H264/H264 B in the VMS settings.

    Step 3: 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?

    Step: 4: Turn off audio, this may be adding to the increased size of packets.


    If the issue persists, please contact our support team
    Connection issue detected, contact support. [Error R-9]
    If the issue persists, please contact our support team
    Unable to play live video. Please try again. [Error R-10]

    Restart live view stream.

    If the issue persists, please contact our support team
    Maximum playback stream time reached. Replay stream. [Error R-11]

    Restart live view stream.

    If the issue persists, please contact our support team
    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]

    Restart the device

    If the issue persists, please contact our support team
    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)

    Restart the device

    If the issue persists, please contact our support team
    Something went wrong, please try again (C-2)

    Restart live view stream.

    If the issue persists, please contact our support team
    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.

    Restart live view stream.

    ​
    If the issue persists, please contact our support team
    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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