Mobile Troubleshooting

Purpose

This document is the starting point for mobile app troubleshooting. It starts from common errors seen by end users and defines what the ISP first line should validate before escalating a ticket to Horus.

The guide is meant to grow with support activity. Repeated incidents or cases resolved by Horus can later become more specific entries.

Minimum Case Information

Before diagnosing, record:

• Affected user or email.
• Customer, site, instance, or Horus affected.
• Phone model and operating system.
• Installed app version.
• Approximate date and time of the error.
• Code visible in the app, when available.
• Action the user was trying to perform.
• Network used: customer WiFi, mobile data, or another network.
• Screenshots or a short video of the flow, when possible.

Initial Checks

First confirm general conditions:

• The phone has internet connectivity.
• The app is updated from the official store.
• The user can sign out and sign in again.
• The user is operating on the correct site or Horus.
• User permissions have not changed.
• Other users from the same site either have or do not have the same issue.
• The issue occurs on both WiFi and mobile data.

If the error disappears after changing network, restarting the app, or updating it, record the action taken and close the case with that evidence.

Connectivity and Availability

Related errors: E103, E104, E113, R502, R503, R599, TIMEOUT, X167.

First-line actions:

• Ask the user to test with mobile data and then with WiFi.
• Confirm that other phone services can browse correctly.
• Close and reopen the app.
• Validate whether the issue affects one user, a whole site, or several customers.
• Check that the Horus, gateway, or local device has power and connectivity.
• Record date, time, network used, and impact scope.

Escalate to Horus if the error remains on more than one network, affects several users, or appears as cloud, server, or Horus unavailability.

Login, Session, and Credentials

Related errors: R401, R410, E105, X017, X026, X063, X065, X111, X123, X124, X155.

First-line actions:

• Confirm that the user is using the correct email.
• Validate that the user exists in the expected account or instance.
• Recommend password recovery when appropriate.
• Ask the user to sign out, close the app, and sign in again.
• Confirm whether repeated attempts caused a temporary lock.
• Check whether the user was revoked or lost permissions.

Escalate to Horus if the user exists, credentials were reset, and access still fails, or if the message indicates revocation, inconsistent session state, or an unexplained lock.

App Version and Language

Related errors: E084, I085, I086.

First-line actions:

• Ask the user to update from the official store.
• Confirm the installed version after updating.
• Ask the user to fully close and reopen the app.
• For language changes, validate after restarting the app.

Escalate to Horus only if the user has already updated and the app still reports an unsupported version or cannot start correctly.

Cameras, Gateway, and Discovery

Related errors: E095, E096, E097, E111, E112, E114, E117, E118, E119, E120, E121, E122, E123, E124, E125, E126, X012, X130, X159.

First-line actions:

• Confirm that the phone is connected to the indicated network during onboarding.
• Check that the device or gateway has power and connectivity.
• Confirm factory settings when the flow requires it.
• Validate that only one device is in discovery condition.
• Review SSID and password entered by the user.
• Confirm whether the camera was already added.
• Review basic camera compatibility, especially H264 codec.

Escalate to Horus if network and discovery conditions are met but camera onboarding or access fails repeatedly, or if a compatibility issue is suspected.

Recordings and Viewing

Related errors: E115, E116, X153.

First-line actions:

• Confirm date, time, and time zone.
• Validate that recording was enabled for that camera and period.
• Check whether the camera was connected during the requested time.
• Test another time range or another camera from the same site.
• Record whether the issue affects only recordings or also live view.

Escalate to Horus if the recording should exist, other users cannot access it either, or the error repeats across different time ranges.

Permissions, Site, and Instance

Related errors: R423, X095, X102, X126, X127, X128, X132, X168, X169, X170.

First-line actions:

• Confirm that the user is operating on the correct site.
• Check user role and permissions.
• Confirm that the Horus is configured and associated with the correct account.
• Validate whether another administrator can see or modify the resource.
• Record the exact action attempted by the user.

Escalate to Horus if permissions appear correct and the app does not retrieve expected instances, tabs, or resources.

Unknown or Internal Errors

Related errors: unknown error, R4, R5, R400, R404, R408, X054, X056, A.

First-line actions:

• Record the exact code and displayed text.
• Ask for a screenshot.
• Document the action before the error step by step.
• Confirm whether the error is reproducible.
• Close the app, reopen it, and repeat the flow.

Escalate to Horus when the error is reproducible, has no clear corrective action, or appears related to data, server behavior, or internal platform behavior.

Ticket Template for Horus

When escalation is needed, create the ticket at https://support.fidumtec.com with:

• Error code:
• Text displayed by the app:
• User/email:
• Customer, site, instance, or Horus:
• App version:
• Phone and operating system:
• Network used:
• Date and time:
• Action the user was trying to perform:
• Troubleshooting steps performed by the ISP:
• Result of each test:
• Scope: one user, several users, one site, or several sites:
• Attached evidence: