How can we help?

Workspace access is invite-based. Most sign-in problems come from a missing invite email or signing in with a different address than the one that was invited.

1. 1Search your inbox and spam/junk folder for an invite from PalletVision.
2. 2Make sure you are signing in with the exact email address your administrator invited.
3. 3Use "Forgot password" on the sign-in page to reset your password.
4. 4If the invite has expired, ask your workspace administrator to resend it, or email us and we will reissue it.

Pages and features are shown based on your role and subscription. If a teammate can see something you cannot, your account likely has a different role.

1. 1Sign out and sign back in to refresh your session.
2. 2Confirm with your administrator which role your account has.
3. 3Email support with your account email and the page you expected to see.

When a camera stops sending video, PalletVision flags it so your team can investigate. The cause is almost always power, network, or a changed camera setting.

1. 1Check that the camera has power and its network link light is on.
2. 2Open the camera in your NVR/VMS or its web interface to confirm it is streaming.
3. 3If the camera was rebooted, replaced, or re-addressed, verify its IP address and RTSP credentials have not changed.
4. 4Confirm the edge server and camera are still on the same network/VLAN and no new firewall rule blocks RTSP (usually port 554).
5. 5If the feed still does not recover within a few minutes, email support with the camera name and the time it went offline.

Unstable streams reduce detection accuracy. Bandwidth, camera encoding settings, or an overloaded network switch are the usual culprits.

1. 1Check whether other devices on the same switch or uplink are saturating bandwidth.
2. 2Confirm the camera is set to a stable resolution and frame rate (avoid settings that change automatically).
3. 3Clean the lens and check for obstructions, glare, or new lighting changes in the scene.
4. 4Let us know if the camera angle or mounting was moved — zones may need to be re-aligned.

When every feed at a site drops together, the edge server or its network connection is the most likely cause rather than the cameras themselves.

1. 1Confirm the edge server is powered on and was not unplugged or switched off during maintenance.
2. 2Check the server’s network cable and the switch port it is connected to.
3. 3If there was a recent power outage, make sure the server came back up after power was restored.
4. 4Avoid repeatedly power-cycling the server — email support and we can check its health remotely.

Video is processed locally on the edge server close to your operations. Short internet interruptions typically do not stop processing, and data syncs to your dashboard once connectivity returns.

1. 1Restore your site’s internet connection as usual.
2. 2Give the dashboard a few minutes to catch up after connectivity returns.
3. 3If counts for the outage window are still missing after an hour, email support with the site and approximate outage times.

Count differences usually come from zone boundaries, a moved camera, or comparing different time windows. Accurate zone configuration is what turns detections into trustworthy numbers.

1. 1Make sure you are comparing the same date range, shift, and zone in the dashboard as your manual tally.
2. 2Check whether the camera was bumped, moved, or re-aimed — even small changes can shift a zone.
3. 3Review zone boundaries in camera and zone configuration and confirm they cover the full work area.
4. 4Use the event timeline to spot-check specific events against video.
5. 5Send us the zone, date, and the two numbers you are comparing so we can review the footage with you.

If the camera is online but a zone shows zero, the zone may be outside its configured working hours or not assigned to an operation.

1. 1Verify the camera for that zone is online.
2. 2Check that the zone’s working hours include the shift you are looking at.
3. 3Confirm the zone is assigned to the correct operation (build, repair, dismantle, board count, etc.).
4. 4Double-check the dashboard filters — date range, camera, zone, and shift.

Live data depends on both your browser session and the site’s connection. A stale tab or an aggressive browser extension is a common cause.

1. 1Refresh the page, or sign out and back in.
2. 2Try a different browser or a private window to rule out extensions and cached data.
3. 3Check whether the cameras for that line are online.
4. 4If the issue affects your whole team, email support with the time you noticed it.

Exports use the filters active at the time you export, so a different date range, time zone, or shift selection will produce different totals.

1. 1Re-apply the exact date range, zone, and shift filters, then export again.
2. 2Confirm your workspace time zone matches the time zone you are reporting in.
3. 3Email support with the export file and a screenshot of the dashboard view if the totals still differ.

ERP sync relies on the integration being enabled and on zones and products being mapped correctly. A missing or changed mapping will stop data from flowing for that item.

1. 1Confirm counts are visible in the PalletVision dashboard first — if they are not, start with the counts troubleshooting above.
2. 2Check whether any products, SKUs, or work orders were recently renamed or added in your ERP.
3. 3Verify the integration credentials have not been rotated or expired on the ERP side.
4. 4Email support with the date range and items that are missing so we can check the sync logs.