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FAQ. Camera (Agent)

What is the Camera (Agent)?

The Camera (Agent) is an IP camera with a specialized Agent edge service integrated into the camera firmware by the device manufacturer. The Camera (Agent) functions as an independent edge device. The built-in Agent service enables the camera to transmit video, audio, and metadata directly to the video surveillance platform without additional intermediary devices.

Which Camera (Agent) manufacturers are compatible with the platform?

The proprietary Camera (Agent) product line offers the best compatibility with the platform. The native Camera (Agent) is our own edge device, delivering centralized management, seamless onboarding, and support for advanced video surveillance capabilities. The native Camera (Agent) is more than a device – it is an integrated hardware and software solution. Deeply integrated with our video surveillance platform, it provides users with a single unified interface for configuration, firmware updates, camera service management, and access to built-in intelligent features – eliminating the need for third-party software. The Camera (Agent) functions as an independent edge device. The built-in Agent service enables the camera to transmit video, audio, and metadata directly to the video surveillance platform without additional intermediary devices. For detailed information about supported models and technical specifications, see the Proprietary line of Camera (Agent) documentation.

Integration with third-party manufacturers: the platform supports integration with cameras from other manufacturers, allowing sites with existing camera deployments to use their current infrastructure. The platform is compatible with multiple third-party brands. To verify compatibility of specific camera models and get the latest list of supported devices, contact technical support. Our specialists provide all necessary information.

The camera does not power on when connected to a switch or router. There are no status LEDs or IR illumination. What should I do?

To power the IP camera over an Ethernet cable, the switch or router must support Power over Ethernet (PoE). If your network equipment does not support PoE, connect the camera using an external 12 V DC power adapter. Note: The Ethernet cable and 12 V DC power adapter are sold separately.

What is Neutral Device Manager, and where can I download it?

Neutral Device Manager is a proprietary utility for discovering and configuring Camera (Agent) devices on a local network. It is designed for both administrators and end users who need to set up their devices. To download the latest version and view the user guide, see the Tools section of the documentation.

I get the error "Invalid information. Check that the device is connected to the network and that the information you entered is correct." when adding a camera. What should I do?

If the camera is connected to the network but you see the following error when adding it to the cloud service: "Invalid information. Check that the device is connected to the network and that the information you entered is correct." the issue is usually related to the camera's network settings.

  • If DHCP is enabled on your router, the camera automatically obtains an IP address. In this case, check the following:

    • Make sure the camera is properly connected to the network.

    • Make sure the router has an active internet connection.

    • Verify that you entered the correct information when adding the camera.

  • If DHCP is disabled on your router, configure a static IP address on the camera manually. For detailed instructions, see the FAQ: How to manually configure a static IP address on the camera (Agent)?

Once you configure the network settings, restart the camera and try adding it to the cloud service again.

What can I configure in the Camera (Agent) web interface?

The Camera (Agent) web interface is a camera control panel that you access through a standard web browser. It provides direct access to some camera settings and tools without installing additional software. The IP camera web interface is mainly used for the following tasks:

  • Check the cloud connection status: view the current connection status and check whether the camera is connected to the cloud video surveillance platform.

  • Manage the cloud connection: manually disconnect the camera from the cloud or change cloud connection settings if required. Change these settings only when instructed by technical support, as incorrect changes can cause the camera to lose its connection.

  • Run technical diagnostics: download system logs that help the support team identify and troubleshoot camera issues.

How do I access the Camera (Agent) web interface?

You can access the Camera (Agent) web interface using any web browser on your computer. Before you start:

  • Make sure your computer and the IP camera are connected to the same router.

  • Find the camera's current IP address. For details, see the FAQ: How do I find the Camera (Agent) IP address?

To access the web interface:

  1. Open a web browser on your computer.

  2. Enter the camera's IP address in the address bar, for example: http://192.168.1.100, and select Enter.

  3. In the login window, enter your username and password.

The default username is admin. The default password is the & symbol followed by the camera serial number. For example: &8PJ36A758.

How do I find the Camera (Agent) IP address?

  • If an IP camera is already connected to the video surveillance platform, the user can find its IP address in the web interface user cabinet: Devices > Cameras > Select a camera > General information > Network settings. For more information, see the Cameras (Agent) documentation section for the web user.

  • If an IP camera is already connected to the video surveillance platform, administrators can find the address in the administrator cabinet: Edge devices > Agent > Select a camera > General information > Network settings. For more information, see the Camera (Agent) documentation page for administrators.

  • If the IP camera is not connected to the video surveillance platform, use the dedicated device discovery utility – Neutral Device Manager – to find its network address. Follow these steps:

  1. Download the latest utility version and run it on a computer connected to the same local network as the camera. For downloads and instructions, see the Tools documentation section.

  2. In the list of discovered devices, find the required camera by its MAC address or serial number. The MAC address and serial number are available on the camera packaging and the IP camera body.

How to disable the Camera (Agent) connection to the cloud video surveillance platform

By default, the camera connection to the cloud video surveillance platform is enabled. To stop data transmission, disable the device connection directly in the camera web interface. The general procedure is as follows. Specific steps may vary depending on the camera model.

  1. In the camera web interface, go to the network settings: Settings > Network > Service ports > Cloud Agent.

  2. Disable the cloud service: find the Agent ON/OFF toggle and set it to OFF.

  3. Select Save to apply the changes.

How to manually configure a static IP address on the camera (Agent)?

Important! Configure a static IP address only through the dedicated utility provided for the specific camera model. The general configuration workflow is as follows: discover the device, disable DHCP, and manually enter the network parameters. However, the utility and menu names vary depending on the camera model. To configure Native Cameras (Agent), use the latest version of Neutral Device Manager. For detailed instructions on configuring a static IP address for a specific camera, see the Proprietary line of Camera (Agent) documentation section: Configure a static IP address on the camera (Agent) via Neutral Device Manager.

How to check the Camera (Agent) connection to the platform?

Check the camera connection only through the camera web interface. The steps vary depending on the camera model. The general steps are as follows:

  1. In the camera web interface, go to: Settings > Network > Service ports > Cloud Agent.

  2. Check the platform availability in the Status field:

  • Connected – the cloud platform is available.

  • Not connected – the cloud platform is unavailable.

How to export the Camera (Agent) diagnostic logs?

Device logs help technical support troubleshoot issues. Export the logs through the camera web interface. The general steps are as follows:

  1. In the camera web interface, go to: Settings > Network > Service ports > Cloud Agent.

  2. Select View log > Download.

  3. The browser saves the ringbuffer_log.txt file. Provide this file to technical support for diagnostics.

How to change the Camera (Agent) settings for the cloud platform?

Why should I avoid changing the settings myself?
Changing the configuration without technical support approval can disconnect the camera from the platform, affect security, or cause incorrect video stream transmission. Make changes only when instructed by technical support specialists.

How to change the camera settings?
If a technical support specialist asks you to change the settings, follow these steps:

  1. In the camera web interface, go to: Settings > Network > Service ports > Cloud Agent.

  2. Change the settings: enter the parameters provided by the technical support specialist. Do not change any other settings.

  3. Select Save to apply the changes.