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Troubleshooting

Common Issues and Resolutions

Symptoms Possible cause Resolution
The PERCEPT Gateway does not power up Power is not connected or the power source is not compatible Verify power connections and use the supplied/approved power adapter.
The PERCEPT Gateway does not connect with PERCEPT Cloud Internet access or onboarding/integration settings are incomplete Verify internet access and PERCEPT Cloud integration configuration in Integrations. Review the onboarding steps in Initial Setup.

Safe Mode Recovery

Safe Mode is a local recovery mode for situations where normal operation or normal sign-in is not possible.

Use Safe Mode when:

  • The PERCEPT Gateway becomes unresponsive during operation.
  • administrator account access is lost and cannot be recovered through PERCEPT Cloud.

Use these alternatives when available:

  • If the unit is responsive and administrator account access is available, use the standard web interface procedure in Factory Reset.
  • If the unit is enrolled in PERCEPT Cloud and online, reset the administrator account from PERCEPT Cloud.

Note

In Safe Mode, the Gateway disables normal video recording and streaming while recovery actions are performed.

  1. Power off the PERCEPT Gateway.
  2. Connect a monitor, USB keyboard, and USB mouse.
  3. Power on the PERCEPT Gateway.
  4. When the device displays the IONODES Starting system services splash screen shown below, press and hold both the LEFT SHIFT and RIGHT SHIFT keys on the keyboard.

Safe Mode Boot Screen

Note

It takes only a few seconds for the PERCEPT Gateway to start system services, and Safe Mode can only be enabled during that step. If the device finishes booting before the key combination is pressed, restart the device and try again.

When start-up completes, move the mouse pointer to the top of the screen. A banner with a Reset to Factory Settings button appears.

Safe Mode Banner

  1. Click Reset to Factory Settings.
  2. Confirm the factory reset.

The factory reset removes all device configuration, including network settings, and deletes all video recordings stored on the device. After the reset process starts, the unit reboots and reloads factory settings.