In some cases, you may encounter problems with Loss Prevention Analytics.
Use the list of Possible LPA Issues below, to find your issue and learn how to fix it.
Checking the Troubleshooting Results
To check, if a troubleshooting step was successful:
- Go to the LPA dashboard > Status Dashboard > Summary.
- Make sure video streams from the cameras are available in the Cameras section:
- Yes, the video streams are available. Troubleshooting is complete.
- No, the video streams are not available. Go to the next step.
If none of the steps fixed an error, contact Petrosoft support.
Possible LPA Issues
Click the problem title, to view its description and the troubleshooting steps.
"Video unavailable" message when attempting to view videos
Make sure the port forwarding settings meet the conditions described in the Checking Port Forwarding Settings article. If they don't, you need to reconfigure the port forwarding settings again.
As the ISP router not a Petrosoft device, it is the customer’s responsibility to ensure port forwarding is enabled on the router for LPA to function properly.
If you use any of the following ISP and router manufacturers, you may refer to the corresponding manufacturer's documentation:
- NETGEAR: How do I add a custom port forwarding service on my NETGEAR router?
- COMCAST: The Setting Up Port Forwarding article in the Petrosoft University Portal or Set Up Port Forwarding on Your Xfinity Gateway.
- AT&T: Set up port forwarding.
Videos from all cameras are not displayed at all
Please note that the mosaic video (from 4 cameras at once) is disabled if at least one camera is not working.
- From the LPA main page, go to Related Reports > Video Journal.
- In the Video Journal form, select the transaction you want to investigate for the current or previous day. For more information on how to work with video journal, go to Viewing the Video Journal.
- If video for the selected transaction is displayed, it means that the videos only over a certain period of time are missing. In this case, do the following:
- Try to identify the period during which the videos are missing.
- Submit a ticket to Petrosoft Support team. In the ticket, provide the detailed information about missing videos. For more information on how to submit a ticket, go to Submitting Tickets.
- In case the video for the selected transaction is not displayed, it means that the LPA service status is offline. In this case, do the following:
- Check DC Box status. For details, see Checking DC Box Settings.
- If DC Box operates normally, check the NAS status. For details, see Checking the NAS Status.
- If NAS operates normally, reboot the PoE switch. For details, see How to Reboot the PoE Switch.
- If rebooting the PoE switch doesn't help, reboot the cameras. For details, see How to Reboot the Camera.
- In case the steps above don't help, submit a ticket to Petrosoft Support team. For more information on how to submit a ticket, go to Submitting Tickets.
Mosaic video (from 4 cameras at once) is not displayed
Description: Mosaic video (from 4 cameras at once) is not displayed at all or not displayed in all cameras.
Troubleshooting: To be able to view mosaic video, make sure the following conditions are met:
- All cameras are working.
If at least one camera is not working, the mosaic video will be disabled. - Mosaic video is displayed on the first camera.
Loss Prevention Analytics displays mosaic video only on the first camera. All the rest cameras do not display mosaic video. - Mosaic video is displayed at one cash register.
Loss Prevention Analytics displays mosaic video only on one cash register. All the rest cash registers do now display mosaic video.
The example of the mosaic video is displayed in the image below.
Video for sale events is not displayed
Description: In the Video Journal, sale events are available, but video is not displayed.
Troubleshooting: Check the camera settings.
LPA events are not available
Description: In the Video Journal, information about sale events is not displayed.
Troubleshooting: Enable PJR files for the cash register.
LPA has stopped recording the video
Description: Loss Prevention Analytics used to display video in the Video Journal, but the video is no longer available.
Troubleshooting: Check the NAS settings.
Video and sale transactions are not synchronized
Description: Video is available in the Video Journal but is out of sync with the actual sale transactions coming from the cash register.
Troubleshooting:
- Check the time zone settings for the location in CStoreOffice®.
- Check the CR time zone settings. Ask CR provider to adjust them, if needed.
- Make sure LPA product is enabled for your account.
Transaction time does not match video time.
Description: Video is available in the Video Journal but is out of sync with the actual sale transactions coming from the cash register.
Troubleshooting:
- Check the time zone settings for the location in CStoreOffice®.
- Check the CR time zone settings. Ask CR provider to adjust them, if needed.
- Make sure LPA product is enabled for your account.
Video is loaded slowly
Description: It takes a long time to load video in the Video Journal.
Troubleshooting:
Access to the Loss Prevention Analytics portal is denied
Description: When trying to access the Loss Prevention Analytics portal, you get the 'Access is denied' error.
Troubleshooting: Check the Loss Prevention Analytics permissions in CStoreOffice®.
