IC Scout Troubleshooting

The problems that come up on site, in the order they come up.

The scan finds nothing

Nearly always the network, not the app.

1. Check which Wi-Fi the phone joined. Cellular, a guest SSID or a different VLAN from the cameras all produce an empty scan. The phone must be on the same subnet as the devices.
2. Check local network permission. iOS Settings > IC Scout > Local Network. Denied permission gives an empty list with no error.
3. Check for client isolation. Business access points often block device-to-device traffic. Discovery cannot work through it. Use a different SSID, or plug into the site network.
4. Give devices time to boot. A camera powered up a moment ago has not finished starting.

The scan finds some devices but not all

Scout uses two discovery protocols because neither sees everything. A device missing from the list is usually on a different subnet from the phone, or behind a managed switch that is not forwarding broadcast traffic to your port. Scan again from a port on the same switch as the cameras.

A device shows as Unknown

The device answered the broadcast but would not answer the follow-up probe to its own address, so Scout cannot confirm whether it has been initialized. The device is there and reachable. Try opening it; if it asks for a password it is initialized, and if it offers to initialize it is factory-fresh.

Initialization fails

• Password rejected. The rules shown come from the device. Meet all of them; the button stays disabled until you do.
• The device reports no password rules. Some models, such as the IPMX-E40F-IRW2, do not publish them. Scout applies 8 to 32 characters with at least two character types, which satisfies every model we have tested.
• No response, or a timeout. The device went away mid-exchange. Rescan and try once more. If it fails again, power-cycle that device and rescan.
• It is already initialized. Someone set a password before you, possibly at the distributor. If nobody knows it, the only route back is a factory reset on the hardware itself.

I do not know the device password

Scout cannot recover it. There is no backdoor and no master password. Factory reset the device at the hardware and initialize it again.

Live preview is blank or frozen

• Confirm the device is initialized and you signed in.
• Confirm you are still in Wi-Fi range. Walking away drops the preview without a clear message.
• Switch to the sub-stream on a slow network.
• Recorders have no preview in Scout; open a camera instead.

The report has no photos or snapshots

Generate the report from a saved site, not from a live scan. Photos and snapshots are attached to the site record, so a report made before the site is saved has nothing to include.

I changed phones and my jobs are gone

Sites, photos and snapshots are stored on the phone and do not sync to any server. They do not move with an account because there is no account. Generate the PDF report at the end of every job and get it off the device; that is the copy that survives.

Still stuck

Contact IC Realtime technical support with the device model, the firmware version shown in Scout, and what the app said. If discovery is the problem, say which network the phone was on.