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Troubleshooting Provisioning Errors

  • Updated

Sometimes issues arise during set up that can cause device provisioning to fail. When provisioning fails, the Canvas or third-party device will show an error message on the screen. This error message will include an icon and error condition. The following table provides troubleshooting steps for what to do when provisioning fails:

Error Condition (seen on-screen) Troubleshooting Steps

If there was a problem connecting to WiFi, tap "Configure WiFi Details" in the Videri mobile app. Then do the following:

  1. Confirm that the correct password was used.
  2. Confirm that the correct security type is selected and all other network settings are configured correctly.

If the problem persists, consider using a wired connection (if applicable) or contact Videri Support for assistance at support@videri.com or via phone at +1 (844) 873-1399.

If there was a problem connecting to the internet, try the following:

  1. Confirm that the network has access to the internet. 
    1. If using WiFi, you can do this by temporarily connecting your mobile device to the network and checking signal strength by attempting to navigate to any webpage in your mobile browser.
    2. If using a wired connection, you will need to connect another device to the network, such as a laptop. You can then check whether the network has internet through the device's network settings.
  2. If using WiFi:
    1. Confirm all network settings are configured correctly. You can do so by tapping "Configure WiFi Details" in the Videri mobile app and reviewing the details. 
    2. Ensure the target WiFi does not require a captive portal (e.g., a landing page). Videri does not currently support provisioning via captive portal. 

If the problem persists, contact Videri Support for assistance at support@videri.com or via phone at +1 (844) 873-1399.

If there was an issue connecting to the XMPP service, try the following:

  1. Ensure that ports 5222 and 5223 are not blocked on the target router.
  2. Check status.videri.com to see if our servers are operational.
  3. If all services are operational, wait a few minutes and try again.

If the problem persists, contact Videri Support for assistance at support@videri.com or via phone at +1 (844) 873-1399.

If there was an issue connecting to the Videri Cloud, check status.videri.com to see if our servers are operational. If all services are operational, wait a few minutes and try again.

If the problem persists, contact Videri Support for assistance at support@videri.com or via phone at +1 (844) 873-1399.

 

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