Answers to the questions we hear most.

The Audit tab holds an immutable log of every action performed in GCXONE, showing what happened, who did it, when, and on which entity. Each record carries the email of the user or system account, the exact date, a category and sub category, the action and its status, the source entity affected, and a short log description. It is available at every hierarchy level — Service Provider, Customer, Site, Device, Sensor and Mobile Tower — and each level shows actions performed at that level and below.

• Configuration changes: devices, sensors and sites added, edited or deleted
• Account and access: user login and logout, arm and disarm actions
• Operator actions: microphone on/off, camera isolated, Auto Stream triggered
• Investigation: event searches performed in Video Activity Search

The Dashboard gives a real-time overview of the security environment through widgets covering alarms, sites, cameras and performance data, and it is available at Service Provider, Customer, Site, Device and Sensor level with data scoped to that level. A time range selector in the top right updates every widget at once, with options such as Last Shift, Last 2 Days and custom ranges. The layout is fully customisable through Edit Mode, where administrators can add widgets, drag them into position, save the layout for future use, or reset it to the default. Certain device types such as Teltonika, Victron and EFOY Fuel Cell show a specialised dashboard tailored to their technical nature instead of the standard alarm widgets.

• Time range selector updates all widgets instantly
• Edit Mode: Add Widget, drag to reposition, Save Layout, Reset Layout
• Scoped per level from Service Provider down to Sensor
• Teltonika, Victron and EFOY devices get their own technical dashboard

No. TimeSync automatically pushes the correct time and timezone settings to devices managed in GCXONE and keeps running continuously so clocks do not drift, but automatic time synchronization is currently supported for HikVision and Dahua devices only. It applies the correct timezone per site and per device without manual configuration, and re-syncs a device when it comes back online after a restart, which keeps timestamps aligned for cross-site investigations.

• Automatic synchronization currently covers HikVision and Dahua devices
• Time and timezone are pushed continuously, not once at setup
• A device that resets its clock after a power outage is re-synced when it returns
• Correct local time per site avoids confusion across timezones

In GCX-ONE open the Configuration menu, select the site the device belongs to, go to the Devices tab and click Add. Under General Settings choose GENESIS Audio in the Type dropdown, enter a name and click Discover; once the device is discovered, click Save and a success message confirms it was added to the data table. To use your own SIP endpoint, enable the SIP Server checkbox and enter the custom SIP URL before clicking Discover and Save. Use the GENESIS Audio device credentials to configure the IP speaker.

• Configuration then the site, Devices tab, Add
• Type dropdown: GENESIS Audio, then name and Discover
• Enable the SIP Server checkbox to enter a custom SIP URL
• Configuring Genesis Audio requires the relevant permissions

Tags are a labelling system you can apply to customers, sites, devices and sensors, so entities that belong together operationally can be grouped even when they sit in different branches of the tree. Tags are created in Settings, then Tags Management with a name, an optional description, a colour and an icon, then associated from an entity's overview panel using Associate Tag, with an Include Children checkbox that applies the tag down to all child entities. Once applied, the Device Explorer's Tags view collapses the hierarchy and lists each tag as a folder containing its sensors, and tags can also filter Health Check and the Video Activity event feed.

• Icon choices: Car, Person, Building, Shield, Server, Tag and Tower
• Include Children applies a tag to every entity under the selected parent
• Health Check offers an Include / Exclude tag filter in its toolbar
• Saved Salvo Views can carry a tag so a full layout reloads in one click

No. Local Mode settings are not required for Genesis Audio, and calls can be initiated even when Local Mode is disabled. Local Mode must be enabled only to test a device's default audio, which also requires that no active GENESIS Audio device is present under the site. To place a call, drag a sensor from the site into the Video Viewer and click the enabled microphone icon; clicking it again disconnects, and the call also drops automatically if you move to another GCX-ONE application or press refresh.

Universal Search finds any entity in GCXONE by name from any screen in the platform. Click the search bar at the top of the interface, type what you are looking for, and select the result to jump straight to it. It works across all the major entity types in a single search — customers, sites, devices, and sensors or cameras — which removes the navigation step during an active investigation.

• Available from any screen in GCXONE at any time
• Covers customers, sites, devices, sensors and cameras
• One search spans all entity levels

Yes — BulkImport onboards customers, sites and devices at scale from a structured Excel template. Go to the relevant Configuration section, click Import, click Download Template File, fill in the required information, then use Browse Files to select your completed .xlsx or .xls file. The flow has three steps: upload the file, review the data in the preview, and confirm the import, after which GCXONE creates all the entities. Customers, sites and devices each have their own import entry point and their own template.

• Customers: Configuration, then Customers, then Import
• Sites: Configuration, then Sites, then Import
• Devices: Configuration, then Devices, then Import
• Accepted file formats are .xlsx and .xls

They are levels of the platform's multi-tenant hierarchy, which runs Tenant, Customer, Site, Device and Sensor. That structure gives clean separation, clear ownership and precise access control. Operational control follows the same levels: a service provider sees the global overview, a customer sees customer-specific insights, a site covers local operations and incidents, and a device level gives detailed device monitoring.

Go to Settings then Users and click Invite New User. Fill in the personal details, where the email address is required, must be unique and becomes the login ID, then assign a role and set the session timeout before submitting. GCXONE sends the new user two emails, one to confirm the address and one carrying a password setup link, and the account becomes active once both steps are done. Only Admin and Super Admin users can invite people.

• Email address is required and doubles as the login ID; phone number is optional and used for SMS alerts
• Session Timeout defaults to 30 minutes and can be set from 30 to 1440 minutes
• Assign the role before you click Submit
• Ask the user to check Spam or Junk if the mail from @nxgen.cloud does not arrive

Every GCXONE user must have a role, and a user invited without one hits a blocked screen the moment they log in. They stay blocked until an administrator assigns them a role manually, so nothing the user does will clear it. The fix is to design and create your role structure first, then invite people with a role selected on the invitation.

A role decides what a user can do - which modules they can open and which capabilities are enabled inside each. Entity access decides where they can operate - which customers, sites, devices and sensors they can see. The two layers are independent and can be updated separately at any time, and entities can be set on the role itself or per user through Edit Entity Access. Where a user picks up more than one role, the privileges combine additively, and changes apply within about five seconds across web and mobile.

• Entities are hierarchical: Service Provider, then Customer, Site, Device, Sensor
• Selecting a customer cascades to the sites, devices and sensors beneath it
• Role-level entities are shared by everyone in the role; user-level entities are per person

GCXONE ships five pre-configured roles: Super Admin, Admin, Operator, Installer and End User. Super Admin has complete control over modules, users, roles and settings, there is one per tenant and it cannot be deleted. Admin manages users, roles, configuration and reports, Operator handles day-to-day monitoring and alarm processing, Installer manages devices, sensors and network configuration, and End User is read-only with arm and disarm on its assigned devices and sites. You can use them as they are, customise them, or build new roles from scratch.

Include Children decides whether a selection covers everything underneath an entity, now and in future. Without it, only the items you ticked are granted, so a device or sensor added to that site later is not included and somebody has to go back into Edit Entity Access and add it. With it enabled on the parent, all devices and sensors below are included automatically and future additions need no manual update. It is the usual reason a user cannot see a newly added site.

• Shown as a blue slider next to each entity in the tree view
• Enable it on the parent customer rather than ticking sites one by one
• If a user cannot see a new site, check whether their role uses Selected Entities without it

Merge is additive, so a role granting Site Alpha plus a Merge of Site Beta leaves both accessible - that is the mode for temporary cross-coverage when an operator helps out another locale. Override is a complete replacement: setting an Override to Site Beta revokes access to a previously held Site Alpha entirely, which is what you want for strict geographic confinement. Both are set per user under Settings, Users, Edit Entity Access, and the change applies immediately. If a user can see sites they should not, look for an active Merge override on their account and remove the unwanted entries.

All of it happens under Settings then Users. Use the Actions menu next to the person and pick Edit User to change their details, role or session timeout, Edit User Entities to adjust which customers and sites they can see, or Remove User to take their access away after confirming. Changes take effect immediately, though the user may need to refresh their browser tab to see them. Remove access the day somebody leaves, review the user list quarterly, and never share one login between people because it destroys the audit trail.

Yes. Go to Settings then Roles, where the Role Management page lists every role with its description and the number of users assigned. Click the three-dot menu next to a role and choose Edit Role Permissions to redefine capabilities across the platform modules, Edit Role Entities to change which customers, sites and devices it reaches, or Delete to remove the role permanently. New roles are created with Configure New Role at the top of the page, and users can be attached to a role from inside its configuration dialog. Do it deliberately, though: changing roles after users are active can cause immediate access disruption, which is why the recommended practice is to design the full role structure before inviting any users.

• Changing roles after users are active can cause immediate access disruption

Access is role-based, so each user only sees what is relevant to their role through structured permissions and role configurations. During setup you review the default roles, create or modify the roles you need, configure module privileges at role level, and then assign entity access at customer, site or device level as required. Users are invited afterwards and assigned the correct role, and confirming their access is part of the final validation.

• Review default roles, then create or modify what you need
• Set module privileges on the role, not per user
• Assign entity access at customer, site or device level
• Invite users and confirm their access afterwards

No. Local Mode settings are not required for Genesis Audio calls — they are initiated directly via the cloud, so audio calling works even with Local Mode disabled. What the user does need is the Genesis Audio permission enabled in their role. Calls are started from the Video Viewer by selecting the site, dragging a sensor into the viewer and clicking the microphone icon, and clicking it again disconnects. If several active Genesis Audio devices exist under the same site, the system automatically activates Conference Mode and connects all of them together with the operator; if none are active or configured, the call falls back to the device's default audio where the device type supports it.

• Genesis Audio permission must be enabled in the user's role
• Conference Mode connects every active audio endpoint at a site automatically
• Inactive devices cause a fallback to the device's default audio
• The call disconnects automatically if you navigate away or refresh

The device guides cover IP cameras and recorders from Axis, Hikvision, Dahua and Hanwha, VMS platforms including Avigilon, Milestone, NX Witness and Axxon, and cloud or alarm platforms including Hik-ProConnect, Dahua Cloud ARC, Camect, Vivotek Vortex, ADPRO, AJAX and Reconeyez. All of them are onboarded the same way: open the Add Device dialog on a site and pick the device type or integration from the Device dropdown. What each integration supports differs, so check the guide for your device before you start.

• Cameras and recorders: Axis, Hikvision, Dahua, Hanwha, ADPRO
• VMS: Avigilon, Milestone, NX Witness, Axxon
• Cloud and alarm platforms: Hik-ProConnect, Dahua Cloud ARC, Camect, Vivotek Vortex, AJAX, Reconeyez