Olarm Video troubleshooting error codes

Olarm Video troubleshooting error codes

Olarm device to Olarm APP
These events have to do with the connection between the Olarm devices and the Olarm APP. 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
​
CCTV System to Olarm MAX
These events relates to the connection between the Olarm MAX and the camera, DVR, XVR or NVR. These error codes are 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.

 
Cloud connection
Sometimes things go wrong that are not directly communicated from the Olarm MAX. These errors are indicated by 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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