Logging in (troubleshooting)

You have tried to log in at a time when your user rights do not allow you to log in. To resolve this issue:

Wait until you are permitted to log in. Consult your surveillance system administrator if in doubt about your user rights.

You currently have no access rights to any part of the XProtect Smart Client, and therefore you cannot log in. To resolve this issue:

Consult your surveillance system administrator, who will be able to change your access rights if required.

You have entered your own credentials in the Authorized by field. You cannot authorize yourself. To resolve this issue:

You must contact the person who has authorization rights. This could be your supervisor or your system administrator. This person must enter his or her credentials to authorize your login.

You have tried to authorize a user but you do not have the rights to do so. To resolve this issue:

Ask your system administrator to check that you have the necessary rights to authorize other users or ask someone else with sufficient rights to authorize the user.

It was not possible to connect to the surveillance system server at the specified server address. To resolve this issue:

Verify that you have entered the correct server address. The http:// prefix and port number are required as part of the server address (example: http://123.123.123.123:80, where :80 indicates the port number). Consult your surveillance system administrator if in doubt.

It was not possible to log in with the specified user name and/or password. To resolve this issue:

Verify that you have entered your user name correctly, then enter your password again to ensure it does not contain errors. User names and passwords are case sensitive. For example, there may be a difference between entering Amanda and amanda.

The maximum number of clients allowed to connect to the surveillance system server simultaneously has been reached. To resolve this issue:

Wait for a while before connecting again. If access to the surveillance system is urgent, contact your surveillance system administrator, who may be able to extend the number of simultaneously connected clients.

This error message only appears in a very rare scenario, where a backed-up configuration from one surveillance system is mistakenly used without any modification on another surveillance system. This can cause different cameras to "fight" over the same identity, and that can in turn block your XProtect Smart Client's access to the surveillance system. If you see such a message, you cannot correct the problem. Instead, contact your surveillance system administrator, who will be able to handle the issue.

You have tried to connect to XProtect Corporate, XProtect Expert, XProtect Professional+, XProtect Express+, or XProtect Essential+ with XProtect Smart Client for XProtect Express and XProtect Professional, which is suitable for these products:

• XProtect Professional
• XProtect Express

You must download XProtect Smart Client from this web page: https://www.milestonesys.com/downloads/. Then try to log in again.

You have tried to connect to XProtect Express or XProtect Professional using a version of XProtect Smart Client that is suitable for one of these products:

• XProtect Corporate
• XProtect Expert
• XProtect Professional+
• XProtect Express+
• XProtect Essential+

You must download XProtect Smart Client for XProtect Express and XProtect Professional from this web page: https://www.milestonesys.com/downloads/. Then try to log in again.

Occurs in the Status dialog if a child site uses an XProtect VMSShort for "Video Management Software". system version 2019 R2 or later, and you are using XProtect Smart Client for XProtect Express and XProtect Professional.

To resolve the issue, go to the Milestone website and download XProtect Smart Client 2019 R2 or later: https://www.milestonesys.com/downloads/. Then log in to your parent site again and open the Status dialog.

Occurs on the System Monitor tab if a child site uses an XProtect VMSShort for "Video Management Software". system version 2019 R2 or later, and you are using XProtect Smart Client for XProtect Express and XProtect Professional.

To resolve the issue, go to the Milestone website and download XProtect Smart Client 2019 R2 or later: https://www.milestonesys.com/downloads/. Then log in to your parent site again and click the System Monitor tab. Now, you should be able to select the child site that, previously, was unavailable.

Occurs if your time-dependent user rights no longer allow you to do something that you have previously been able to do. This is because, when connected to certain types of surveillance system (see Surveillance system differences), your user rights may vary depending on time of day, day of week, etc. Therefore, you may well be able to perform the action again at a later stage.

Occurs if your current XProtect Smart Client session is about to end. When connected to certain types of surveillance system (see Surveillance system differences), your rights to use the XProtect Smart Client may depend on time of day, day of week, etc.

When that is the case, you will typically see this message a number of minutes or seconds before your session will be closed; the exact number of minutes or seconds is defined on the surveillance system server.

Occurs if you have not used your XProtect Smart Client for a while (the exact time is defined on the surveillance system server), in which case your XProtect Smart Client session will be closed for security reasons.

When that is the case, this message will typically be presented a number of minutes or seconds before your session will be closed; the exact number of minutes/seconds is defined on the surveillance system server.