--- title: "Troubleshooting Guide" source: /gc-surge/support/troubleshooting-guide locale: en updated: 2026-09-23 --- ## Summary A reference for diagnosing and resolving the most common GC Surge platform issues. Covers: Platform Issues, Activation Issues, SMTP Issues. ## **Platform Issues** **Issue: Login succeeds but platform shows blank or error page** - Clear browser cache and cookies. - Try a private or incognito browser window. - Try a different browser. - If the issue persists, confirm the account completed registration and the **Verify your email** step in the Getting Started Checklist. **Issue: Events are not appearing in Video Search** 1. Check the Select Site and Select Device filters — Video Search opens across all sites, so a narrow filter (or a time window that excludes the event) can hide results. Use **Reset Filters** to clear them. 2. Verify the site is in **Active** status in Configuration. 3. Confirm field activation completed successfully. 4. Check whether cameras are online and generating events (test by triggering a detection at the physical site). 5. If activation is confirmed and cameras are generating events, wait 5 to 10 minutes and refresh Video Search. **Issue: Analytics shows undefined labels** This is a transient display glitch in the Alarm Volume Overview panel. If labels appear as **undefined** when the page first loads, wait a few seconds and then refresh the page. The labels resolve automatically once the data finishes rendering. **Issue: Invite Admin button in Configuration does nothing** The **Invite Admin** button in Configuration is not available. Use the **Users** module to invite all users, including admins. **Issue: Import from spreadsheet status filter shows incorrect state** The status filter may show **Inactive** while rows remain **Active**. Do not rely on the filter state. Verify completeness using the **All Cameras** tab row count. **Issue: Subscription brand filter shows wrong brand cameras** The brand filter may show cameras from other brands alongside the selected brand. For precise brand verification, use [Configuration](/admin/configuration). ## **Activation Issues** **Issue: Cameras not discovered by Local Agent during activation** - Confirm the Local Agent device is on the same subnet as the cameras (same Wi‑Fi network or VLAN). - Check that ONVIF is enabled on the cameras. - Verify UDP multicast is not blocked on the network switch. - On **Hikvision**: `Configuration > Network > Advanced > Integration Protocol > Enable ONVIF`. - On **Dahua**: `Setting > System > Account >` verify an ONVIF user exists. **Issue: Local Agent authentication fails** - Verify the Site Key was entered correctly (copy it exactly as shown in the Site Key modal). - Confirm the PC running Local Agent has internet access (not just local network access). - Re-enter the Site Key carefully — copy-paste it from the Site Key Distribution page or email to avoid transcription errors. **Issue: Site remains in pending status after Local Agent reports success** - Wait 5 minutes. The cloud status update is not instantaneous. - Refresh Configuration. - If the status has not updated after 10 minutes, check Video Search for any events from the site. If events are visible, the activation worked and the status display may have a lag. - Contact support if neither events nor status update appear. ## **SMTP Issues** **Issue: Camera configured but events not arriving in platform** Work through these checks in order: 1. **Internet access**: From a PC on the same network as the camera, ping `smtp.zeptomail.eu`. If the ping fails, the camera network does not have outbound internet access. Contact your IT team to allow outbound TCP port **587**. 2. **SMTP credentials**: Log into ZeptoMail and verify the credentials. Re-copy them to the camera configuration — do not retype, as one character error breaks the connection. 3. **Sender email verification**: Log into your ZeptoMail account and confirm `alerts@nxgen.io` is listed as a verified sender. Unverified senders are silently rejected. 4. **Receiver address**: Log into the camera web interface and verify the receiver address field contains the exact GC Surge ingest email for this site. Use copy-paste, not manual entry. 5. **Camera motion detection enabled**: Verify the camera’s motion detection or event trigger is active. A camera with all triggers disabled will never send an event regardless of SMTP configuration. 6. **Event linkage enabled**: The camera needs the alarm **linkage** that actually triggers the email, not just the SMTP settings. On Hikvision, both **Send Email** and **Notify Surveillance Center** must be ticked (per camera) under the event’s Linkage Action — GC Surge enables both automatically, so if events are missing, confirm neither was turned off. 7. **Test email**: Use the camera’s built-in **Test Email** function (available in the email or SMTP settings of most Hikvision, Dahua, and AXIS cameras). A successful test confirms the SMTP path is working. 8. **Port 587 blocked**: Some enterprise firewalls block port 587. Try switching to port **465** with SSL, but first confirm this is supported by your ZeptoMail account configuration. **Still need help?** If your issue is not listed here or these steps do not resolve it, see [**Contact Support**](/support/contact-support) for how to reach the NXGEN team. Include your customer and site name, a description of the issue, and a screenshot so we can help on the first reply.