Support for connected sites
Short answers to typical situations and a quick start for a new site. If you cannot find an answer, write to us.
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Quick start
Check the site link, create a dedicated relay user and send us the camera/NVR model.
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No video
Check whether the agent is online, whether RTSP works inside the local network, and whether the camera password changed.
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Contact
Describe the site and the issue — we reply within a business day and connect to diagnostics if needed.
diagnostics
Typical issues
The agent shows “offline”
Check the internet connection and power on the agent device. Once the link is restored, the agent reconnects automatically within a minute.
Camera is online but video does not play
Make sure RTSP works inside the local network and that a dedicated view-only user exists for the relay. Check whether the camera password changed.
Low speed or stutter
Lower the stream profile bitrate or resolution for mobile viewing. For multiple viewers use the camera substream.
Access lost after equipment change
If you replaced a camera or recorder, send us the model — we update the object configuration and keys.
Revoke access
Tell us which user or site — we disable access without affecting other devices.
requirements
What stable operation needs
| Component | Requirement |
|---|---|
| Camera / NVR | RTSP or ONVIF, login/password access |
| Site internet | Stable link, from 2 Mbps per camera for viewing |
| Agent | PC, mini-server or compatible recorder |
| Client | Phone/desktop app or web interface |
Planned work and incidents are reflected on the node status page. For urgent issues email hello@stonequay.net.
Tell us about your site — we will propose a scheme
Describe your equipment and task: we will suggest how to connect cameras to the relay.