Troubleshooting

What to check first, ordered by how often each turns out to be the cause.

I cannot see a module

Almost always licensing or permissions rather than a fault.

1. Is it on Home? If not, you do not have it.
2. Ask your administrator whether you hold a permission group that includes it.
3. Check whether a logical group is narrowing your view.

A colleague seeing something you cannot is normal, not evidence of a fault.

I could see this data yesterday and cannot today

In this order:

1. Logical group membership. Were you added to a group, or was a group's contents narrowed? This is by far the most common cause, and nothing tells you it has happened. See Group Members.
2. Permission groups. Has a group been changed or removed?
3. The period. Does the data exist in the range you are looking at? Retention may have passed.

A query returns nothing

Usually one filter too many. Remove the most recently added and work back — filters only ever narrow, so an empty result is over-filtering, not a fault.

Then check the date range, which removes more than any filter and is the easiest thing to get wrong. See Date and Time Ranges.

Video will not play

Symptom	Check
Stills instead of video	You are in a browser — video needs the desktop client
Blank or black tiles	Video Rendering Settings
Video over panels that should be on top	Rendering mode — try Composite (WGC)
Nothing at all for one camera	Camera or recorder; check whether others on the same recorder work
Nothing for a period	Retention, or the recorder was not recording

An export failed

Retry once — transient failures are common and clear on their own. If it fails again:

• The period may be outside retention
• The recorder may be unavailable
• The period may be too long; shorten it and retry

See Export Status and Downloads.

I am not getting alerts

1. Are alerts muted? Check the title bar — see Muting Alerts.
2. Are popups turned off in your alert preferences? Alerts may be arriving in the tray quietly.
3. Is the tag that should raise them configured to alert? See Face Tags.

Email alerts or reports are not arriving

1. Is there a valid address on the user's profile? A missing address delivers nothing, silently.
2. Is the mail relay configured and tested?
3. Check the spam folder, particularly for a newly configured sender.

Ace is unavailable

1. It says so rather than failing silently — read the message.
2. Administrators: check provider health under AI Configuration.
3. An allowance may have been reached, which is a deliberate limit rather than a fault. See AI Usage and Analytics.

The assistant will not answer about something

Usually a boundary rather than a fault. Can you reach the same data through the ordinary views? If not, the assistant cannot either — it sees exactly what you see. See What Ace Can and Cannot See.

A dashboard has stopped showing data

1. A saved query was edited or deleted. Widgets draw on queries; changing one changes every dashboard using it.
2. The query has a fixed date range, so it is reporting a historical period forever. Use a relative period.
3. The viewer lacks permission for the underlying data — it works for you and not for them.

See Sharing, Locking and Importing.

I keep being signed out

The idle timeout is set per user group, and watching video does not count as activity. For a permanent display, ask about a group with no timeout. See Session Timeout and Signing Out.

A pop-out will not open in the browser

The browser is probably blocking the popup. Allow popups for your eConnect server. Installing eConnect as an app also removes the address bar from pop-outs — see Using eConnect in a Browser.

Before raising a support case

Gather:

• What you did, and what you expected
• The exact time it happened, and your time zone
• Whether a colleague can reproduce it
• Whether it happens in both the desktop client and the browser

The last two are the most useful and the most often missing. A problem one person has and another does not is usually permissions or scope, and knowing that saves everybody a day.