Troubleshoot installation and connection problems
Use with AI
The installer is blocked
Match the platform, filename, and SHA-256 to the download page. Download again if the checksum differs. If it matches but your system blocks launch, confirm that your organization permits that pilot build.
Activation fails
Check internet access, then copy the license key from your approved Account into the activation window again. If you switched computers or the license expired, tell support which error the window shows.
There is no camera picture
Check camera power and network connectivity from the monitoring computer. In the camera or recorder settings, confirm RTSP is enabled and verify the stream path and credentials. Test one camera first.
Live video works, but no new analysis appears
Open the camera’s settings and confirm Monitoring is enabled, a source is configured, and Watch reports AI readiness. In the camera’s log, repeat a known action and look for a new time and description. If analyses arrive but events do not, check whether the mission calls for an alert on that action. In v0.39, live monitoring saves confirmed critical incidents and subsequent evidence; safe and suspicious analyses are not saved individually as permanent incidents.
The API is unreachable or returns no events
In API & Integrations, confirm local network access is enabled. Open the viewer URL displayed by Watch from a computer on the allowed network. For 401, check the key. For 403, check the allowed network and key permissions. A successful empty list means no matching events. Check the camera’s latest analysis in Watch.
Share details with the assistant or support
Provide the OS, Watch version, last successful step, error code, and time. Omit keys, camera addresses, footage, and full logs. For example, “Windows, Watch running. At 14:05 the viewer on the same network returned 401.”