Camera troubleshooting and testing guide

If a camera is not working properly in Tellucare, follow this troubleshooting guide step by step. If at any step you notice an inconsistency which you resolve, follow the steps in the test guide (below) to check if the camera is indeed working properly.

This document is divided in two parts:

1. Troubleshooting guide for cameras in Tellucare

Some things to keep in mind about cameras in Tellucare:

Cameras are added to each patient (service recipient) individually.
All configurations to a camera are made either in the “Camera Supervision” page in the patient profile or on the camera operating system itself.
Any configurations related to how camera alarms are routed are made on the patient group level, under which the patient has been placed.

So if a camera is not working, you could follow these steps one by one to check if everything has been properly configured. The steps 1-7 help troubleshooting the camera if the patient has not been configured for response services. If a patient also has response services, then you must follow steps 1 - 13.

Is the camera visible in the table in the Camera page?
If not, perhaps the camera has not been setup to the customer account. Or it may have been deleted. In this case, see the documentation on how to add a new camera.
Has the camera been seen recently?
In the Camera page, look at the details under the “Last seen” column. Check if the camera has been seen in the last few minutes. If the camera has not been seen in more than 10-20 minutes, it may have gone offline. In this case, verify that the camera is still powered on and there are no connectivity issues. (Also see next step.)
Is the camera stream working?
On the camera page, click on the view camera stream button to see if the steps 1-9 execute successfully and the video starts playing. If this is not working, note the step where it fails as it might be useful if you need to contact support. An offline camera would normally stop at step 2.
Are there any technical alerts active on the camera?
In the technical alerts page, make sure that there are no open alarms for the camera. If there are technical alarms open, they must be resolved first. To understand technical alarms better, see this documentation describing what each technical alarm means.

Steps 5-7 require you to have Service Responsible role.

Is the camera attached to the patient (service recipient)?
Cameras can only generate alarms if they are connected to a patient. To see if the camera is actually connected to a patient, go to the Cameras page and under the column “Registered patient” check if there is a patient listed. If the camera is not connected to a patient, add the camera to a patient first.
Has Event Based Supervision been activated for the patient?
For a camera to send alarms, it must be connected to a patient and there needs to be some event based supervision services activated. To check this, visit the profile of the patient who has this camera and then under the “Camera supervision” page, scroll down to see if there is anything listed under the Event-based supervision section. Also check if the event has been limited to only work within certain times. This can be seen by clicking the green arrow button to view the event details.
Have the masks been properly set up for the event-based supervision alarm?
If everything seems to work this far, but the camera still does not trigger any alarms, open the scenario/profile for the event-based supervision. To do this:
- Go to the patient profile and then to the camera supervision page.
- Open the camera details by clicking the green arrow next to the camera in the top section of the page.
- Click the edit button on the top right corner of the modal.
- This will make some elements on the modal active. Click on the link icon next to the respective software to go into the configuration on the camera. Here you need to choose the software which is being used to generate the alarm.
- Check if the masks have been properly set up.
- If you still have issues take a look at the step-by-step guides on this page.

If everything looks okay up to this point, the camera should be working properly. Any alarms which are generated by the camera should show up in Tellucare, if the patient is not in a response centre group.

If all the above steps seem to be properly configured, but the problem still seems to exist, please get in touch with Tellu Support at support@tellu.no. The next step can only be performed by Tellu’s internal support team.

Are all the required templates in place?
Templates form the core logic of Tellucare. It is necessary to make sure that all proper templates have been imported to the customer account and also that they have been activated in Tellucare. This step requires you to have access to the Tellu Support role and can only be done by the support team at Tellu. These templates could be all camera templates, Skyresponse templates, forwarding templates and delegation templates.

2. Testing guide for cameras in Tellucare

While following the troubleshooting guide above you find an inconsistency and resolve it, then you could come here to check if that solved the issue. To check if the camera is now working properly, follow the steps in this testing guide.

View the camera stream.
Visit the camera page and click on the play video stream button to check if the camera stream is loading up properly. Note that if the camera is connected to a patient, you need a Service Responsible role with access to the patient to execute this step.
Trigger an alarm for the camera.
Please note that an alarm can only be triggered if the camera is connected to a patient. Once the alarm has been triggered, go to the “Event log” on the service recipient and see if the alarm was received. If the alarm is configured with forwarding to a different system this will also be visible here.
Check the event log on camera.
If step 2 executes successfully, then this step could be ignored. However if you do not see any alarm in Tellucare after you have triggered an alarm in camera, check if any event was sent from the camera to Tellucare. To do this:
- Go to the camera page and open the camera details using the green arrow button.
- In the modal that opens, switch to the events tab to see if there are any events matching the time of your testing.

If after this step, you see no alarms or events for the camera, the camera is still not working properly. In that case, go back to the troubleshooting guide above and go through all the steps if you have not already done so.

If after completing all steps in the troubleshooting guide the camera still does not work, please contact Tellu Support at support@tellu.no