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First identify the scope: one camera, every camera at a location, or just one viewer. That helps you start with the part most likely to need attention.

All cameras on a gateway are affected

  1. Open Gateways and check the gateway’s current status and most recent contact.
  2. Confirm that its computer is powered on, awake, and connected to the network.
  3. Check that Peeksee Connect is running and the computer can reach the internet.
  4. Confirm that the local camera network is reachable from that computer.
  5. Reopen a camera after the gateway returns online.
Avoid removing the gateway as a first troubleshooting step. Its location, cameras, and storage settings may still be correct.

One camera is affected

  1. Check the camera’s power and network connection.
  2. Confirm that the selected gateway can reach its address.
  3. Review the camera login and connection method in Camera Setup.
  4. Check whether the camera’s address, password, stream path, or ONVIF/RTSP settings changed.
  5. Save corrected details and test from Live Cameras.
Use a real video stream for an HTTP connection, not the camera’s login page. Connection methods explains the available options.

Staff can watch but a customer cannot

Start with Invitation and access troubleshooting. The camera may be working correctly while the customer’s visit has not started, has ended, or is paused.

Video starts but stalls

Check whether the issue occurs on another network or device. Review the gateway and camera connection. If source-quality controls are available, a lower setting may reduce connection load; it also changes the feed used for recordings. For replay-only problems, check recording availability.

Still not working?

Contact support with the camera name, gateway name, time and timezone, exact message, and whether other cameras or viewers are affected. Never include camera passwords or credential-bearing video links.