Typical troubleshooting for common mobile app problems

No push notifications are being received

The app is not starting at all or crashing on startup

The camera list is empty

The video does not play or takes a long time to load

The video does not play or takes a long time to load

The library is empty

Nothing appears on the layout tab

PTZ controls do not work

Note: The mobile app is only accessible by customers and their users, 3dEYE does not allow the integrators to have access to view the cameras feed

As with any software platform, users may encounter issues when using the 3dEYE mobile app. Here are some common situations that users might face and how to fix them:

• No push notifications are being received

If you're using the 3dEYE mobile app and not receiving push notifications, there are several things you can check. First, make sure the app is installed and the correct user is logged in. On Admin Portal, check your alert configuration and make sure the alert schedule is set up properly and that the user is added to the alert, for more information on how to create a user, please visit this article. Also, ensure that alarms are not disabled either individually or for the whole customer, you can refer to our knowledge base article. Additionally, check that object detection is configured and that you have permission to view cameras you can refer to our knowledge base article. If there are no events on the cameras, it might be why you're not receiving any push notifications. 

• The app is not starting at all or crashing on startup

If the app is not starting at all or crashing on startup, try rebooting your phone, deleting and reinstalling the app, and clearing the app's cache. Please refer to your phone's manual for the correct procedure to restart and clear the app cache. Also, ensure that your phone is connected to the internet with sufficient download speed.

• The camera list is empty

If you're not seeing any cameras listed in the app, check your user permission settings and try restarting the app. To learn more about roles please visit this page.

• The video does not play or takes a long time to load

If you're experiencing trouble playing videos or they're taking a long time to load, restart the app and make sure that your internet connection is fast enough. You can also try cleaning your phone's RAM to help improve performance. Please refer to this page to know how much bandwidth is required for a camera.

• The library is empty

If your library is empty, it's possible that a library of clips is empty. Please note that clips can only be created through the web-based video portal. To create a clip please read this article. If you can see clips in the Video portal but not through the app, try logging out and back in again.

• Nothing appears on the layout tab

If you're not seeing anything on the layout tab ensure there are layouts created for your user. Please note that layouts can only be created through the web-based video portal. To create layouts please read this article. If they're available in the video portal but not in the app, try logging out and back in again.

• PTZ controls do not work

If you're having trouble with PTZ controls, ensure that you have permission to use them. For more information on PTZ controls permission, please visit this page. You can also adjust the speed of the PTZ controls in the app's settings. 

Note: The mobile app is only accessible by customers and their users, 3dEYE does not allow the integrators to have access to view the cameras feed

If users encounter any other issues while using 3deye.me, they can refer to the 3deye documentation or contact the support team for guidance on how to resolve the problem.