Find a Genetec workflow problem
Start with the stage that is failing, then verify the next stage with a focused test.
| What you see | Check next |
|---|---|
| No camera video | Confirm the camera works in Genetec and that its source is reachable. Check the Media Gateway route used for EyesOnIt. |
| Preview works, analytics are stopped | Check Analytics stream status, applied configuration, server readiness, and Start. |
| Server disconnected or not ready | Ask the administrator to verify the configured EyesOnIt server connection, token access, licensed features, and model readiness. |
| People do not qualify | Check enabled region geometry, motion admission, object type, confidence, size, and the additional detection mode. Read Detection summary. |
| A negative condition does not trigger | Verify clear assessments. Unavailable video, occlusion, and unfinished comparisons do not satisfy negative conditions. |
| No archive results | Check the relevant Search Indexing kind was enabled while analytics ran during the queried period. Verify camera and time scope. |
| PPE query reports capacity or time budget | Narrow the camera scope and time period, then run one focused query. |
| Thumbnail appears, playback does not open | Verify the result’s Genetec camera association, then the recording at its timestamp and playback access. |
| Event or alarm is absent | Check the saved rule or live search’s event selection, delivery status, and the configured Genetec downstream response. |
| Identity list or images look stale | Use Refresh directory or Reload photos, then wait for the request to complete. |
Collect a useful report
Section titled “Collect a useful report”Record the client and task, camera name, time and time zone, exact operation, status message, and expected result. Include a screenshot of the relevant controls without credentials or private camera details.
For analytics tuning, include the condition, rule timing, and a representative positive and clear sequence. For search, include the search kind, camera scope, time window, and indexing status. For playback, include the result time and whether that same camera/time plays through the normal Genetec recording workflow.
Use the shared system health guide for server checks and the EyesOnIt troubleshooting guide for the backend workflow.