Troubleshooting

Common issues and the fastest fix for each.

NVR returns 404 on detect/match after a database reset

Symptom: 404 on POST /api/nvr/detect/match/ after the platform database was wiped or rebuilt.

Cause: the NVR's local face cache still holds the old profile IDs, which no longer exist server-side — a cache desync, not a broken device.

Fix: delete the local face cache file on the NVR and restart the client. It rebuilds the cache from current data. Do not purge or re-register the device.

No detections appearing

• Confirm the camera stream is reachable (RTSP URL, credentials, network) and MediaMTX is ingesting it.
• Check the NVR client is running and registered to the correct site.
• If matches are expected but not firing, your threshold may be too strict — try the default (0.45) before permissive (0.35). See NVR & Camera Setup.

Camera won't connect

• Verify the RTSP URL in a player (e.g. VLC) from the same network.
• Check camera credentials and that the substream you're using is enabled.
• Firewalls between the camera and the NVR host are a common culprit.

Can't sign in

• Confirm your email is verified (check for the verification email).
• Use the password-reset link if needed.
• If you were mid-onboarding and got bounced to sign-in, your session expired — sign in again and you'll resume.

"Write operations blocked" banner

Your subscription is past due. Update your payment method in Billing; writes resume once payment succeeds. See Billing for the grace-window timeline.

Can't complete onboarding

The final step requires accepting the Terms, DPA, and Acceptable Use Policy. An owner or admin must accept them under the onboarding Legal step (or Settings → Legal & Compliance). See Compliance.

Still stuck?

Email [email protected] with your organisation name and what you were doing when it happened.