Mobile app unable to control PTZ and cameras show no archive

Answered

Permanently deleted user

October 17, 2022 01:10

Server is on 4.2.0.32840 
mobile client is on 22.4.35293

 

I am having issues with controlling PTZ cameras with the mobile app, i have the ui controller on the app but when i try and move the camera nothing happens. 

 

along with this issue i am also having issues with viewing recorded footage from all the cameras on the server. 

 

using the desktop client i am able to do both so i am not sure what the issue is.

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• 

  Norman

  • Network Optix team

  October 24, 2022 12:39

  Hi @...,

  First, try to update to the latest 4.2 patch and check the issue again.

  In-Client Upgrade:
  Build Number: 34860
  Password: dva6f8

  If, after the update, exactly the same user can control a PTZ with the Desktop Client, but cannot control the PTZ with Nx Mobile app, we would be interested in the mobile VERBOSE logs for further investigation. The most easy method would be if a cloud connection is used, but there is a method for local log collection as well. Please check THIS support article about mobile logging and provide use the log ID (cloud connection) or the logs (local connection).

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  Permanently deleted user

  October 25, 2022 22:42

  i have updated the server with no resolution to the issue, 

   

  log ID:2aea226f-0098-4dc5-bd12-64494eea7ad1

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  Norman

  • Network Optix team

  October 26, 2022 11:18

  Thank you, @...,

  I have forwarded all information to our developers and get back once I have more information.

  JIRA-MOBILE-1600

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  Norman

  • Network Optix team

  October 31, 2022 21:02

  Hi @...,

  Would it be possible to add nx.verify@gmail.com to the system as an administrator for further investigation?

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  Permanently deleted user

  November 02, 2022 02:17

  Hello,
  
  account requested has been created for you

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• 

  Norman

  • Network Optix team

  November 02, 2022 09:26

  Thanks @...,

  I have forwarded the information to our developers for further investigations, and I'll update this thread as soon as I know more.

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  Norman

  • Network Optix team

  November 28, 2022 08:10

  Hello @...,

  We included a fix for this issue in Nx Mobile version 22.5, which should be published in December 2022.

   

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