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Troubleshooting Guide

This guide helps diagnose and resolve common issues with the Anava platform, including Detections, device connectivity, and AI analysis.

Device Connection Issues​

Device Shows "Awaiting Connection"​

The device has received MQTT configuration but hasn't connected yet.

Check:

  1. Verify network connectivity between camera and MQTT broker
  2. Ensure firewall allows outbound port 8883 (MQTTS)
  3. Confirm device certificate is valid
  4. Check that device time is synchronized (NTP)

Resolution:

  • Wait up to 2 minutes for initial connection
  • If stuck, restart the ACAP on the camera
  • Verify network routing to cloud services

Device Shows "Connection Timeout"​

MQTT configuration was deployed but device never connected (5+ minutes).

Check:

  1. Network path to MQTT broker
  2. Certificate validity and trust chain
  3. Device logs for connection errors

Resolution:

  • Re-deploy MQTT configuration from device management
  • Verify certificate hasn't expired
  • Check for network policy blocking MQTTS

Device Shows "Offline"​

Device was previously connected but stopped reporting.

Possible Causes:

  • Network interruption
  • Power loss
  • ACAP crash or restart
  • Certificate expiration

Resolution:

  • Check physical connectivity
  • Verify ACAP is running on device
  • Review device health metrics
  • Contact support if persistent

Extension Bridge Issues​

"Extension Not Available"​

The Chrome extension is not detected.

Resolution:

  1. Install the Anava Camera Connector extension from Chrome Web Store
  2. Ensure extension is enabled in chrome://extensions
  3. Refresh the page after installation
  4. Allow the extension permissions when prompted

"Proxy Server Not Running"​

The local proxy server is not responding.

Resolution:

  1. Verify the Anava Local Connector is installed
  2. Check that the connector service is running
  3. Look for the connector icon in your system tray
  4. Restart the connector application

"Camera Not Responding"​

Cannot communicate with the camera.

Check:

  1. Camera is powered on and accessible on the network
  2. Camera IP address is correct
  3. Camera credentials are valid
  4. No firewall blocking local network access

Resolution:

  • Ping the camera IP to verify network path
  • Try accessing camera web interface directly
  • Verify credentials by logging into camera UI

"Authentication Failed"​

Camera credentials are invalid.

Resolution:

  • Verify username and password
  • Check if camera requires HTTPS
  • Ensure no special characters causing encoding issues
  • Reset camera credentials if forgotten

MQTT Communication Issues​

Device Not Receiving Commands​

Commands sent from dashboard don't reach device.

Check:

  1. Device connection state is "Online"
  2. Device has correct group subscription
  3. No ACL rules blocking the topic

Resolution:

  • Verify device is subscribed to correct topics
  • Check group membership configuration
  • Review device telemetry for activity

Telemetry Not Appearing​

Device connected but no data in dashboard.

Check:

  1. Device health status
  2. ACAP is processing events
  3. Network latency or packet loss

Resolution:

  • Verify ACAP is running and processing
  • Check device logs for errors
  • Review network quality metrics

Authentication Issues​

"Access Denied" After Login​

User authenticated but cannot access features.

Possible Causes:

  • User role is "pending" (awaiting admin approval)
  • User is disabled
  • Custom claims not synced

Resolution:

  • Contact administrator to approve access
  • Sign out and sign back in to refresh claims
  • Check if using correct Google account

Cannot Sign In​

Google authentication fails.

Check:

  1. Using Google account with authorized domain
  2. Browser allows third-party cookies
  3. No browser extensions blocking auth

Resolution:

  • Clear browser cache and cookies
  • Try incognito/private browsing mode
  • Disable ad blockers temporarily

AI Generation Issues​

Image Generation Fails​

Imagen requests return errors.

Common Causes:

  • Content policy violation
  • Rate limit exceeded
  • API key invalid

Error Codes:

CodeMeaningAction
400Content filteredModify prompt
429Rate limitedWait and retry
401Invalid keyCheck configuration

Resolution:

  • Review prompt for policy violations
  • Wait 60 seconds before retrying
  • Contact admin if key issues

Video Generation Slow​

Veo video generation taking too long.

Expected Times:

  • 8-second video: 30-60 seconds
  • Extended video: 60-120 seconds

Resolution:

  • Wait for generation to complete
  • Check generation status indicator
  • Avoid starting multiple generations

Performance Issues​

Dashboard Loading Slowly​

Web application is sluggish.

Check:

  1. Network connection speed
  2. Browser memory usage
  3. Number of open tabs

Resolution:

  • Clear browser cache
  • Close unnecessary tabs
  • Use Chrome or Firefox (latest)
  • Check for browser extensions impacting performance

Real-time Updates Delayed​

Events not appearing immediately.

Expected Latency:

  • Normal: < 500ms
  • High load: < 2s

Resolution:

  • Check network stability
  • Verify WebSocket connection
  • Refresh page to reconnect

Detection Issues​

Detections Not Triggering​

Expected Detections not running.

Check:

  1. Detection is enabled (Active = true)
  2. Trigger type is correctly configured
  3. Camera analytics (AOAS/VMD4) are running
  4. Schedule allows current time

Resolution:

  • Enable the Detection in the app
  • Verify trigger configuration matches camera setup
  • Check camera Apps page for analytics status
  • Review Detection schedule settings

Too Many False Positives​

Detection triggering on irrelevant events.

Resolution:

  • Use ObjectAnalytics trigger instead of Motion/VMD4
  • Adjust Skill pre-filter criteria
  • Increase confidence threshold
  • Review and refine Skill prompts
  • Consider using Perimeter triggers for boundary-based detection

Detection Analysis Slow​

Detections taking too long to complete.

Check:

  1. Network connectivity to cloud
  2. Image resolution settings
  3. Number of concurrent Detections

Resolution:

  • Lower resolution profile (BALANCED recommended)
  • Reduce active Detections on device
  • Check network bandwidth

Alert Issues​

Not Receiving Alerts​

Expected alerts not appearing.

Check:

  1. Alert thresholds configured correctly
  2. Device is reporting telemetry
  3. User has permission to view alerts
  4. Detection is producing results

Resolution:

  • Review alert configuration
  • Verify device health status
  • Check notification settings
  • Confirm Detection is active and triggering

Too Many Alerts​

Alert fatigue from excessive notifications.

Resolution:

  • Adjust alert thresholds
  • Use alert deduplication
  • Configure quiet hours
  • Group similar alerts
  • Increase Detection confidence threshold

Getting Help​

Collect Diagnostic Information​

Before contacting support, gather:

  1. Device Information

    • Serial number
    • Firmware version
    • ACAP version

  2. Error Details

    • Error messages (exact text)
    • Timestamps
    • Steps to reproduce

  3. Network Information

    • Connection type
    • Proxy configuration
    • Firewall rules

Support Channels​

PriorityChannelResponse Time
CriticalPhone15 minutes
HighEmail1 hour
NormalPortal4 hours

Status Page​

Check current system status at:

https://status.anava.ai