IC Bunker Troubleshooting Guide | Common Issues & Solutions
Bunker Quick Start · Troubleshooting
Troubleshooting.
Something not working as expected? Find the issue you're seeing, understand the likely cause and follow the recommended steps to get your Bunker system back on track.
How to use this guide: Choose a category below, then select the issue that matches what you're seeing. Each issue includes the likely cause and recommended fix.
Category 01 · Gateway
Gateway registration & connectivity.
Start here if the Gateway won't register, times out during confirmation or appears Offline after installation.
01 "There was an error registering your gateway" or "Failed to register gateway"
Likely cause
The serial number was entered incorrectly, or the Gateway has not checked in with the Bunker cloud yet.
Recommended fix
Recheck the serial number against the label on the Gateway. Wait at least five minutes after power-up, then retry registration.
02 "Gateway did not respond within 90 seconds. Please check the device and try again."
Likely cause
The network connection dropped during the Gateway confirmation window.
Recommended fix
Check the Ethernet cable and confirm that the network allows normal outbound internet access. Then retry registration.
03 Registration fails even with the correct serial number
Likely cause
The Gateway is already registered to another site.
Recommended fix
The Gateway must be removed from its previous site first. A returned or previously removed Gateway requires IC Realtime Support before it can be registered again. Contact Support before removing a Gateway you intend to reuse.
04 Gateway shows Offline
Likely cause
The cloud has not heard from the Gateway for approximately six minutes.
Recommended fix
Check power, the Ethernet cable, DHCP and firewall settings. Status returns to Online automatically after the next successful check-in.
Category 02 · Cameras
Camera discovery & connectivity.
Use these checks if cameras aren't discovered or won't connect after being added.
05 No cameras found during discovery
Likely cause
The cameras are on a different network segment from the Gateway, or ONVIF is disabled on the cameras.
Recommended fix
Put the cameras on the same network segment as the Gateway and enable ONVIF in the camera settings. Then search for available cameras again.
06 Camera shows Offline after adding
Likely cause
The camera username or password is incorrect, or the camera's ONVIF service is not using its default settings.
Recommended fix
Re-enter the camera credentials and check its ONVIF settings. If it still won't connect, contact IC Realtime Support with the camera make and model.
Category 03 · Accounts
Invitations & account verification.
These issues usually involve expired invitation links, mismatched email addresses or account verification.
07 "Invitation Expired"
Likely cause
More than 24 hours have passed since the invitation was sent.
Recommended fix
An organization Owner should open Organization Users and select Resend Invite. This issues a new invitation.
08 "This invitation was sent to a different email address, or it has expired."
Likely cause
The invited user signed in using a different email address from the one that received the invitation.
Recommended fix
Sign in using the exact email address that was invited, or have an Owner resend the invitation to the email address the user wants to use.
09 "Link Invalid or Expired" during verification
Likely cause
The account verification link has passed its 24-hour expiration.
Recommended fix
Select Resend Verification to receive a fresh verification email.
Category 04 · Subscription
Subscription setup.
A customer site requires an active subscription to complete setup.
10 "Subscription setup still needed" banner
Likely cause
The site has been created, but there is no active subscription.
Recommended fix
An organization Owner should select Manage subscription and complete checkout for the site.
Need additional assistance?
Still stuck? We're here to help.
If the recommended fix doesn't resolve the issue, contact IC Realtime Support. Have the following information ready so the team can help diagnose the problem.
Still stuck?
Our support team answers by email. It helps to have these ready: