Troubleshooting Common Issues with Triton ULTRA | Scribe

Troubleshooting Common Issues with Triton ULTRA

  • 6 months ago

    Not Receiving Email Alerts

    Steps to Troubleshoot:

    • Check that all SMTP settings are correctly entered under Settings → SMTP.

    • Ensure recipient emails are added and credentials (including app password) are valid.

    Note: Email alerts only work if SMTP is properly configured.

    Staff Member Not Getting Alerts

    Steps to Troubleshoot:

    • Verify the staff member’s email is listed under SMTP Recipients.

    Note: The system supports up to 10 recipients. Use a forwarding group if more are needed.

    Frequent Tampering Alerts

    Steps to Troubleshoot:

    • Adjust Tamper Sensitivity under Device Settings → Config.

    • Ensure the device is securely mounted and not near vibration sources (e.g., vents, doors).

      • If the sensitivity is set too high, the device's speaker going off can trigger a tampering alert.

    Note: Higher tamper threshold values reduce sensitivity. It is a range between 0 and 1000. 500 is default, going lower makes more sensitive (more alerts), going higher makes less sensitive (less alerts).

    No Alerts for a Specific Event (e.g., Vape, Aggression)

    Steps to Troubleshoot:

    • Check that the event is enabled in Actions → Action Settings and linked to a notification type (email, LED, speaker, etc.).

    • Fine-tune thresholds under Event Settings (e.g., aggression dB, etc).

    • Adjust global settings like Keyword Detection Sensitivity in the Config tab.

    Note: Event actions must be paired with an alert type to trigger properly.

    Too Many Vape or False Alerts

    Steps to Troubleshoot:

    • Review device placement; avoid locations near vents, windows, or air fresheners.

    • Adjust thresholds in Event Settings to reduce sensitivity.

    Note: Most false alerts are caused by environmental factors or airflow.

    Device Randomly Going Offline

    Steps to Troubleshoot:

    • Check if the device was assigned a new IP address via DHCP.

    • Open your firewall to allow traffic for the new IP.

    • Set a Static IP to avoid future disruptions.

    Note: Static IPs are highly recommended for on-premise setups.

    Web GUI Not Loading Correctly

    Steps to Troubleshoot:

    • Clear your browser’s cookies and cache.

    • Refresh the page or log out and back in.

    Note: This is often needed after firmware updates.

    Integration Not Triggering

    Steps to Troubleshoot:

    • Refer to the integration guide for your platform.

    • Double-check all HTTP/TCP/MQTT settings.

    Note: Even small typos in IPs, ports, or payload fields can prevent integrations from working.

    Not Getting Alerts (or Getting Alerts Outside of Expected Hours)

    Steps to Troubleshoot:

    • Go to Events → Event Settings → Advanced.

    • For each event, adjust the days of the week and times of day when alerts should be active.

    Note: If these time settings are not configured, the device may not send alerts when expected — or may send them outside of normal hours. Be sure to review the schedule for each enabled event.

    False Alerts or Missed Alerts for Keyword Detection

    Steps to Troubleshoot:

    • Ensure the keywords are being spoken clearly, loudly, and with intent.

      • Keywords must be said on their own, not as part of a longer sentence.

      • They generally must be spoken fully and with emphasis to trigger an alert.

    Supported Keywords:

    • Help Me

    • Stop It

    • Emergency

    • Police

    • Shooter

    • If alerts are not triggering, try speaking the keyword more clearly or slightly louder.

    • If you're getting too many false alerts, go to Device Settings → Config and adjust the Keyword Sensitivity setting.

    Note: Lower sensitivity values make the system more responsive but can increase false positives. Higher values reduce sensitivity and may help prevent false alerts.