Troubleshooting video stream errors – Indivd

This article covers the most common video stream errors you may encounter, what they mean, and what steps to take before escalating to Indivd support.

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This article contains the following topics:

Common symptoms
5XX server error on video stream
Camera reachable but no data in dashboard
When to escalate

Common symptoms

Symptom	Likely cause
Error: "Server returned 5XX" when connecting to video stream	The camera is reachable on the network but the video stream is blocked or misconfigured at the camera or network level
Camera appears online but visitor counts are zero or missing	Video stream is not reaching the Indivd processing pipeline
Data was working, stopped suddenly without hardware change	Network change, firewall rule update, or IP address conflict
Data was working, stopped after a camera or cable was moved	Physical connection issue or camera configuration reset

5XX server error on video stream

A 5XX error means the request to open the video stream was rejected by the camera or an intermediary device. The camera itself is reachable, but something is blocking the stream.

To diagnose a 5XX video stream error:

Confirm the camera is powered on and the network cable is seated correctly.
Check whether the camera's IP address has changed. If your network uses DHCP, the camera may have received a new IP after a router restart.
Check whether a firewall rule or VLAN configuration was recently changed at your location.
Try accessing the camera's local admin interface from the same network to confirm the stream URL is still valid.
If the stream URL has changed, notify your Indivd account contact with the updated camera IP and stream address.

Note: Camera stream access requires your IT or local security team. If you are not the person responsible for network and camera administration, forward this article to them and ask them to check steps 2 to 4.

Camera reachable but no data in dashboard

If the camera appears to be working but visitor counts are missing or stuck at zero, the stream may be reaching the camera but not passing through to Indivd.

To check connectivity between the camera and Indivd:

Confirm the camera stream is active by viewing it directly on the local network.
Check whether the VPN or network tunnel between your location and Indivd is active. See the related article on network requirements and VPN setup.
Check whether the issue affects all cameras at the location or only specific ones.
Note the camera name, location, and the time data last appeared in the dashboard.
Contact your Indivd account contact with this information.

When to escalate

Contact Indivd support directly if:

More than one camera at a location has stopped producing data at the same time
The issue persists after checking network and camera connectivity
You have confirmed the stream is active locally but data is still missing in the dashboard
The camera or network has not changed and the error appeared without any action on your side

When contacting support, include the camera name or ID, the location name, and the approximate time the issue started. This helps Indivd identify the source faster.