> For the complete documentation index, see [llms.txt](https://setup.livereach.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://setup.livereach.ai/troubleshooting.md).

# Troubleshooting

Find the affected connection or camera view, correct it, and repeat the relevant checks.

Start with the symptom below. Use the installed network plan and camera record to identify the affected device. Contact your LiveReach deployment contact if the checks do not resolve the problem.

{% hint style="warning" %}
Before touching mounts, cables, or controls in the tunnel, secure the area and follow the site’s isolation procedure. Review running video from a safe location outside the operating tunnel.
{% endhint %}

## Camera missing or video interrupted

1. Identify the camera by its physical label and the expected view.
2. Check camera power, Ethernet connections, and the correct switch port. If it uses PoE, confirm the port supplies suitable power.
3. Have the network administrator check the camera address, subnet, duplicate-address conflicts, and the path to the NVR.
4. Follow the LiveReach configuration instructions to confirm the camera connection on the NVR.
5. If the NVR has video but SafeTunnel does not, have LiveReach check the NVR–SafeTunnel connection and camera assignment.

**Resolved when:** the correct camera supplies stable video on the NVR and is confirmed in SafeTunnel. Recheck delivered resolution and frame rate.

## NVR and SafeTunnel cannot communicate

Compare each appliance’s cable destination, physical socket, and address with the [selected network layout](/installation-guide/network.md). In setup 2, both appliances must connect to the site router’s local network. In setup 3, confirm which addresses the configuration uses on the router and camera / relay networks.

Ask the network administrator to verify the relevant subnet, route, and firewall rules using the LiveReach site requirements. Do not bridge the two ports or change gateways without the network plan.

**Resolved when:** LiveReach confirms the appliance connection and the intended cameras in SafeTunnel; a successful ping alone is insufficient.

## Alerts occur too frequently

Review the affected camera and the time of the alert. Look for a brush or post crossing the vehicle, glare, exposure changes, a wet lens, vibration, or a clipped vehicle edge.

Use the [ROI procedure](/installation-guide/roi.md) to select the largest useful unobstructed region. Preserve required vehicle edges and the gap. If this is impossible, revise placement with LiveReach. Keep examples of repeated alerts for the deployment team to review.

**Resolved when:** the view and ROI pass their checks and LiveReach has reviewed the relevant alert examples. Do not trade away required coverage simply to reduce alerts.

## View is blurred, wet, dark, or washed out

Check lens cleanliness and moisture, focus, mounting movement, and direct light sources. Compare the image with its saved baseline. Confirm the camera remains above the observed wet line and has suitable connection protection.

Work with LiveReach on image settings appropriate for the camera. Recheck at the operating time that produced the problem; a clear midday frame does not resolve a problem that occurs at night.

**Resolved when:** the required vehicle side and gap are consistently legible under the affected conditions and the stream still meets the requirements.

## Relay is reachable, but the expected response does not occur

Keep relay commissioning pending. Have LiveReach verify the configured device and output mapping. Have the controls installer compare the model, channel, wiring, and destination controller/input with the approved drawing.

Repeat the witnessed test under the agreed procedure. Do not short terminals, bypass controls, or choose a different contact arrangement as a trial fix.

**Resolved when:** the complete configured path produces the intended controller response and the recovery behavior is recorded.

## Camera has moved or the tunnel layout changed

Compare the current view to the baseline. Repeat the [placement](/installation-guide/placement.md), [aiming](/installation-guide/install.md), and [ROI](/installation-guide/roi.md) checks for the affected cameras. Ask LiveReach to confirm configuration and repeat applicable commissioning tests before sign-off.

## What to send to LiveReach

Use your deployment contact and provide a concise support record:

* Site name, affected zone, and camera/appliance/relay identifiers.
* What happened, when it happened, and the time zone.
* Selected network layout, cable destinations, physical sockets used, and relevant device addresses.
* Screenshots or clips showing the problem and, if available, the earlier baseline.
* Configuration or equipment changes made before the problem started.
* Checks already completed, their results, and any pending commissioning items.

Share this through your approved support channel. Do not include passwords, access tokens, or other credentials.

**After a correction:** [Repeat the affected verification checks →](/installation-guide/verify.md)