Troubleshooting

The problems below are the ones customers meet most often. Each section starts with the quickest check.

No events showing

Quick check: Admin console → Ingest keys. If the box's key shows a recent Last used time, the box is sending and the events are in ANSCMS: the problem is which page shows them.

1. Box events only show on event views. An event appears only on a view whose Event types include its type. If your organisation has no event view yet, either apply a template or create a view (Events). An organisation with no views may see the All events from your boxes list instead, which shows every type your boxes have sent.
2. The Smart ward views filter on specific types. "Vehicle Monitoring" lists lpr.detected, "Fire & Smoke" lists fire.detected and smoke.detected, and so on. Some boxes send general types instead, such as vision.vehicle ("Vehicle (general)"), vision.threat ("Threat (general)") or vision.identity ("Identity (general)"). Those events do not appear on the Smart ward views. Fix: create an event view of its own for the general types:
   1. Pages & menu → the application → Event views → New view.
   2. Under Event types, tick the "(general)" types your boxes send (or type the key, for example vision.vehicle, and click Add).
   3. Save, then add the view to the menu with Edit menu.
3. Filters hide them. Click Clear filters, and check the date range and the Status filter.
4. The workspace is on another organisation or site. Check the header chip. A member limited to one site sees only that site's events.
5. The events have no site. Events from a box that is not a device of your organisation arrive without a site. See Box not sending, point 3.

tip

To find out which types your boxes really send, look at the All events from your boxes list, or open one event and read its Event type. See Engine boxes and ANSVIS boxes.

Box not sending

Quick check: if the key's Last used says Never, or a time long ago, the box is not sending with that key.

1. The key belongs to another organisation. An ingest key belongs to one organisation, and a box sends to the organisation of its key. If the key was created while another organisation was selected in the Admin console, the box's events go there. Fix: select the right organisation, create a new key under Ingest keys, enter it on the box, and revoke the wrong one.
2. The key was revoked or mistyped. A revoked key stops working within a minute. Fix: create a new key and paste it again into Ingest key on the box.
3. The box is not assigned to the organisation. The box still sends, but its events arrive as coming from an unregistered device and without a site. Fix: add the box under Organisations → the organisation → Devices → Import from QR, and put it in a site. Events sent after that arrive registered.
4. Push is not set up on the box. In ANSMIND, open the box → Push events to the cloud. Check that Destination is ANSCMS Platform, that Platform URL is the Platform ingest URL shown in ANSCMS, that the screen says A key is stored on the device, and that Push events to the cloud is on. If there is no Destination setting, the box or app is too old: ask ANSCENTER to update it.
5. Nothing new happened. Switching push on never resends old events. Make a new detection and wait about a minute.
6. The box is offline. The box keeps unsent events while its internet is down and sends them when it is back.
7. The box clock or camera clock is wrong. The cloud refuses events dated too far in the past or the future. See Camera clock drift.

A detection box on the wrong object

The picture shows a detection box around something that is not what the event says, for example a hand reported as a face, or a shadow reported as smoke.

This is a false positive of the AI detector on the box: the model was not sure, but its score was above the task's threshold. ANSCMS shows the picture and the box exactly as the box sent them.

Fix (in ANSMIND, on the box):

1. Open the AI task that raised the event.
2. Raise its confidence threshold a little, so that weak detections are not reported.
3. If the false detections come from one area of the picture, draw or tighten the task's zone so it leaves that area out.
4. Watch the next events, and adjust again if real detections are now missed.

note

If the detection box is always shifted away from the object on every event of a camera, ask ANSCENTER to update the box software. Recent versions send an event without a box rather than a box in the wrong place.

Camera clock drift

Event times are minutes or hours off, events appear in the wrong order, or a box's events stop arriving even though it is detecting.

The event time comes from the camera and box clocks. A camera without a time server drifts over weeks. The cloud also refuses events dated more than a few minutes in the future, or older than the start of the previous month.

Fix:

1. In the camera's own web settings, switch on NTP (network time) and set a reliable time server.
2. Set the camera's time zone correctly.
3. Make sure the box uses the same time server.
4. Check a new event: its time should match the clock on the wall.

tip

ANSMIND warns when a camera's clock is minutes away from the box's ("The camera's clock is minutes away from this box's"). Plates from that camera will not match until both use the same time server.

If only "today" on a dashboard looks off by some hours, check the organisation's Statistics time zone instead (Organisations → the organisation → Overview).

Pictures load slowly in ANSMIND

In the ANSMIND app, event pictures load slowly, time out or stay grey, especially when you are away from the site.

ANSMIND loads each picture from the box itself, so over a VPN or a slow link every picture travels the whole way from the site. This is not a fault of the box.

Fix: open the event in ANSCMS instead. When Include images is on, the box sends a cloud copy of the detection picture (resized, up to 1280 px) with each event, and ANSCMS serves it from the cloud: open the event and use Open original for the full-size cloud copy.

tip

In ANSCMS, if a picture shows "This image could not be loaded (the link may have expired)", click Refresh: picture links are time-limited for security.

"Runtime off" or "not available here yet"

A page says Runtime off, "not available on this server yet", "not switched on" or "Ask ANSCENTER to enable…".

This means the feature is not enabled for your organisation. Nothing is wrong with your setup, and nothing you do on the page will change it. Rules, for example, can be read and configured while the runtime is off, but none of them runs.

Fix: contact ANSCENTER and say which page and which organisation. Some features (email delivery, scripts, the AI assistant, dedicated or external databases, the Data Node and the long-term archive) are available on request.

"Not found" or a missing page

A page says "This view does not exist", "This dashboard does not exist", "This report does not exist", or the browser shows a "not found" page.

1. The page is restricted to some roles. A page whose Visible to setting does not include your role is shown to you as "not found", so its existence is not revealed. Ask an organisation admin to add your role.
2. You are a member opening an admin address. The Admin console is only for organisation admins; members get "not found" there.
3. Wrong organisation. The link belongs to another organisation than the one in your workspace. Use avatar → Switch workspace.
4. The page was deleted or renamed. An admin can recreate it with Create it, or fix the menu with Edit menu (a menu entry whose page is gone shows "view no longer exists").
5. The feature is not enabled for your organisation. Its pages do not exist for you. See "Runtime off".
6. Your role may not read events. In some organisations only certain roles may see events. The page then says your role may not read events in this organisation. Ask an organisation admin.

Still stuck?

Contact ANSCENTER support with:

• a screenshot of the whole window, including the address bar and the workspace chip;
• the time (to the minute), your account and the organisation;
• what you expected and what you saw.

If your organisation's Support access policy is On request, grant access for a few hours so support can look.