Alert Security Systems

[Trevor_F]

We're investigating an issue similar to this for the iPhone App. Once I know more I'll post here on the forums about it.

[StephaneR]

Hi support,

  I've bought a 750e system 2 weeks ago. I had to get it back to the shop to get a replacement as nobody's aware of the HUGE bug about the password in Alert Commander disabling the whole system for good (running latest version of Alert Commander 3.0.241). Software wise, this is just unacceptable.

  Anyway, got it changed, now I've set it up (without password...) and it seems to work (the camera). The software is quite messy again, no video feed on Alert Commander while the detection works, I can get emails from the cam, I can stream recordings into Alert Commander okay, but as soon as I want to stream the live feed, I'm getting a black screen sometimes blinking a bit, but no feed. Strangely, I can access the feed on iPhone and Web alert Commander... go figure.

  Everytime I'm running Alert Commander, it tells me the camera is not up to date (firmware). And everytime I try to update it, it crashes Alert Commander after a minute or so... No dump files are created. Great stuff...

  On iPhone app, I'm getting the live feed very sporadically, I'm getting C504 and the only way to get that working again is to switch off the outdoor camera (12 feet high up a roof, very convenient to do every time the app does not work) and on again... This is again not acceptable.

  On iPhone app again, in the recordings page, I'm getting the list of recordings ok, but as soon as I try to start one of them, I'm getting M503... again...

  Very disappointed with the software you provide, very happy with the hardware though. It would be a shame if I had to return it all back to the store. My intention was to test your system first at my home to buy a complete system for my company, I'm thinking this may not be the technical solution I choose if you guys don't come up with solutions fast (when I browse the forum and I see people having those problems since 2008, it does not give me reassurance).

  I've read on a thread a guy asking what was the upload bandwidth at the point the camera was connected to the internet. What about that?

  Please let me know what to do.

Thanks,

Stephane

[Trevor_F]

Can anyone receiving the M503 error please contact me via PM on the forums, listing which device you are attempting the App on, and whether or not you are using 3G or WiFi

[jpt0521]

Trevor - I sent you my PM with details earlier today from work. Just got home and can't even look at my saved videos becasue - get this - "Something went wrong with your connection" - wow that is really some diagnostic there!  Off to unplug everything and plug it all back in like I do every third day.

I have to agree with Stephanie on this one.  You can''t charge such a premium on such an unreliable product.  This was going to be the first camera of multiple ones I planned to buy for around the house.  Considering unreliability of the system I'll keep searching eBay for folks who got sick of theirs.  When it works its great - but I'm not paying a premium for it.  If its cheap enough I'll consider it....

[vbillings]

Stephanie,

Black video or a blinking feed in the live feed of Commander is generally related to a video driver problem. I would recommend updating your video driver to the latest and seeing if you still have the issue.

If the firmware update is failing I would normally suspect that you have a software firewall installed that is preventing the firmware update from succeeding. The camera has to make an inbound connection to the PC in order to succeed in this operation. I would try temporarily disabling your software firewall, running the firmware update and then reenabling the software firewall.

[StephaneR]

Hi,

  got to say, my first name is Stephane, not Stephanie (I'm a guy, not a girl, it's a French first name). Anyway, to answer your two comments:

- My video drivers are up to date, I've rechecked again before running Alert Commander. I've dumped this software and paid (!!!! again!!!!) for the iPhone/Web Alert commander which works a lot better than the PC version. But I can't update the camera firmware through that.

- Firmware update: I've disabled my firewall completely, and it still does the error. I'm running Windows 7 on a Mac through Parallel software. So I've disabled the Windows firewall and the MacOSX firewall, everything goes through, but it still does crash whenever I try to update the firmware. any clues?

Gosh, it's the first accessory I own that demands so much maintenance time, it's just amazing.

I had to reset my internet box at home, and had to leave, I completely forgot the camera does not like when the internet goes out and on again, it's not accessible anymore (M503), although it's still taking pictures and sending them via email..., so I figure it's still connected to the net but doesn't allow anymore connection to it? Guys, your software is weird, and I know software dev, trust me.

Thanks,

S.

[vbillings]

Stephane,

My apologies for the error with your name. I assure you it was accidental.

The clue about running in Parallels is probably the key to this problem. Make certain that your networking environment for Parallels is running in bridged mode instead of NAT mode. Hopefully this is the root of the problem with the firmware update. In order to do a firmware update the camera has to make an inbound connection to the Commander software which of course will fail if the host is behind a NAT.

I believe that the black video issue might also be explained by running Commander in Parallels. The video driver in the VM is virtualized and probably doesnt support all of the needed functions to render correctly. You could verify this by running the Commander software under bootcamp or on a pc temporarily to see if it resolves the issue.This also explains why the web application works better for you than the software.

M503 is a generic timeout message and could be related to a host of different causes. The camera is designed to automatically reconnect to the online service after there is a disconnect, so it is a bit surprising that you need to take additional action to restore functionality.

[richonthenet]

Has anyone figured out a cause or solution to this M503 problem? I just got a system and 2 cameras yesterday and they seem to just work intermittently. Either I can't get into alert.logitech.com or access from my iPhone app at all - or I get in, see the cameras, and get the M503 error on the iPhone when I select one or an error on the web that says "an unexpected error occurred."

If this is just a logitech server issue, I could understand - and they should be able to stabilize it - but I'm not seeing any root cause or fix.

FYI, the system at home (i'm told) is showing video fine in the Alert Commander. And it was showing video on web/iphone about an hour ago - and now the errors again.

[Alexm63]

Ok it worked fine for a few days now it's getting to the M503 error!
I have 4 cameras 2 indoor and 2 outdoor. I use both 3G and wifi to view cams.
First one of the outdoor showed the the M503 now today it's one of my indoor cameras with the error M503!
What's the fix?

The error occurs on both my IPhone 4 and my Blackberry.

I only have 2 of the 4 cameras working my systems is deteriating.

The PC app that came with the camera is working fine and I also checked
My ISP and connection is fast.

Is this a Logictech server issue? Is there any way I can view my cameras via Wed without going
Thru your server? I'd like to use my own server so please provide me a way.

Great product by the way if you can get it to work!

[Alexm63]

This is great ! Now only 1 of 4 cameras are working the M503 error is tellling me to try again in a few minutes.
I'm guessing you have a server loading issue. How many cameras can your datacenter support?