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Possible causes and solution(s)
This document contains information on what situations might happen if no alarm events from a Live Intervention, Video Verification or Virtual Assistant services appear in the Cloud VMS Alarm Management Operator Interface and how to advise.
| Issue | Cause | Solution |
|---|---|---|
| No alarm event appears in event list. | Maintenance Mode is enabled for related Site In Cloud VMS Alarm Management the Maintenance Mode allows the 'Technician' (Installer) to access the cameras of the related Site for maintenance purposes from Camera Quick Install website. Furthermore the Config Agent or Integrator can upgrade the firmware and save or load a device configuration from Configuration website. If the Maintenance Mode is enabled for a Site, the alarm processing is disabled. | As Integrator or Config Agent, check in Configuration website (enter Account, select Site) if Maintenance Mode is enabled for the related Site. Disable the Maintenance mode, then the new alarm appears in event list |
| No alarm appears in event list. | Site is disarmed In Cloud VMS Alarm Management there are different ways to arm a Site:
If the Site is disarmed, the alarm processing is disabled. | As Integrator or Config Agent, check in Configuration website (enter Account, select Site) if the related Site is disarmed. Arm the Site (manually or by camera input), then the new alarm appears in event list. |
| No alarm appears in event list. | Service is snoozed In Cloud VMS Alarm Management the Alarm Agent can snooze services for a certain time period (e.g. 10 minutes) to temporarily stop permanent alarm processing. If the service is snoozed, the alarm processing is disabled. | As Integrator or Config Agent, check in Configuration website (enter Account, select Site) if Alarm Processing is disabled for the related Site. Enable Alarm Processing, then the new alarm appears in event list. |
| No alarm appears in event list. | Schedule is not active In Cloud VMS an Alarm Management a Service Scenario is active within a certain configured Schedule (e.g. Day, Night, always). If the alarm trigger is not within the active time of the configured Schedule, the configured Service won't be executed. | As Integrator or Config Agent, check in Configuration website (enter Account, enter Site, select Services) if the correct Schedule is selected in 'Arming Period' field. Check in Configuration website (enter Account, select Schedules) if the above selected Schedule covers the current time (blue cells mark active time periods). |
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