Technical alarms and device health
A technical alarm tells you that a camera is not working as it should, for example because it has lost power or its internet connection. Technical alarms are about the device, not the user: they mean supervision may not be working for the users the camera covers.
Types of technical alarm
| Technical alarm | What it means |
|---|---|
| Camera offline | The camera has lost power or its internet connection. |
| Camera online | The camera has power and internet again. This closes any open Camera offline alarm. |
| KAM-Events.Misconfigured | There is a problem with how the camera's events are set up. Only relevant for event-based supervision. |
As Technician
Last seen
Every camera sends heartbeats to TelluCare. The Last seen column in Cameras shows how long ago the last heartbeat came, for example "5 minutes ago".
When the heartbeats stop, TelluCare creates a Camera offline technical alarm, and a warning icon appears next to the time in Last seen, for example "⚠ 13 minutes ago". The technical alarm tells you the camera is offline. Last seen tells you how long it has been since TelluCare last heard from it.
Where you see technical alarms
- Technical alerts: lists all open technical alarms, including every camera that is offline.
- Cameras: sort the list by Last seen, so the cameras that haven't been seen for a while come at the top.
- The camera page: the problem, Last seen and an Accept task button.
Handle a technical alarm
Each technical alarm is a task that moves through three states: New → Accepted → Resolved.
- Open the camera and select Accept task. This shows others that you are taking care of it.
- Find and fix the cause. If you can't, contact Support.
- The task is resolved when the problem is fixed.
A technical alarm caused by lost power or internet closes by itself when the camera is back online. Each task shows how long ago the problem arose. There is no deadline attached to it.
Get technical alarms by SMS or email
People who don't use TelluCare every day can get an SMS or email when a new technical alarm is raised.
- Select your name in the top right corner, then Alarm subscriptions settings.
- Select Add new alarm subscription.
- Choose the email address or phone number to notify, and the device group the subscription applies to.
As Responder
On Technical alerts, you see the open technical alarms, including every camera that is offline.
- Open the technical alarm.
- Select Accept alarm to take it.
- When it's dealt with, select Complete. To hand it back, select Release alarm. To dismiss it, select Reject.
Good to know
- While a camera is not sending heartbeats, the users it covers are not supervised by it. Treat Camera offline alarms as urgent.