HERE TO HELP

Let's get your
cameras working.

Practical help for your Windows workstation, camera connection and local AI rules.

What to include

• The Vigivo version shown in Settings → About and your Windows version.
• The camera manufacturer/model and whether you are connecting through RTSP or ONVIF.
• What you expected, what happened and the shortest steps that reproduce it.
• Any visible error message, with sensitive details removed.

The camera will not connect

Confirm that the stream address works on the same network and that credentials are entered in their separate fields. Check the camera's RTSP and ONVIF settings, PC firewall and network isolation. Try manual RTSP entry if discovery cannot find the device. RTSP support and ONVIF support are separate capabilities.

The image works, but AI does not

Check System Health and the selected approved model in Settings. A missing or damaged model can leave preview and recording available while detection needs attention. Review the processing rate and provider status, then try a simple supported object rule in a clear scene. Shadows, distance, occlusion and lighting affect detection.

A rule did not create an alert

Check that the rule is enabled, the correct camera is selected and its schedule is active. Review the object class, zone, confidence, minimum duration and cooldown. Examine the incident history separately from desktop notification settings. Popups and sounds require the signed-in companion.

A recording is partial or interrupted

Check the recording's status, free disk space and service access to the selected folder. Pre-event footage may be limited by buffer warm-up. An unavailable stream can leave only the footage captured before interruption. Use the recording library's recovery option where offered, and preserve the original material while investigating.

The desktop cannot reach the service

Check the Windows monitoring service and the app's connection message. Installed access uses the local Vigivo operator group. Newly granted Windows group membership can require signing out and back in. Do not weaken folder permissions or expose the local service to the network as a workaround.

Report a security concern

Email hello@asiadesignlab.com with “Private Vigivo security report” in the subject. Start with a concise description and safe reproduction steps. Please omit live credentials and sensitive camera data.

New to the application? Follow the getting-started guide. Check the download page for the current public release status.