Applies to: BLAZE
Summary
This article describes common cloud connection issues and how to solve them.
Cloud Connection Issues
| Error | Error Message | Troubleshooting |
| No Internet | Failed to connect to <System name> No internet connection or cloud service unavailable. Please check your network and try again. |
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| Server Offline | Failed to connect to <System name> This system is currently unavailable. Please contact system administrator. |
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| MQTT Not Connected | Occurs when app fails to connect to <System name> Connection temporarily unavailable due to a network issue (MQTTerror). Please wait or try switching to a different network. |
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| Failed to Connect P2P | Failed to connect to <System name> Connection temporarily unavailable due to a network issue (P2P error). Please wait or try switching to a different network. |
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Cannot Access the System User Does Not Exist in the System User is Disabled | Failed to connect to <System name> You don't have permission to access this system. Please contact your administrator. | Contact your System Administrator to check user access and permissions. |
Additional Information
When you connect to a BLAZE cloud system, two separate activities happen:
- MQTT connects first. This is the control channel, a lightweight connection that stays open and handles things like session negotiation, commands, alerts, and status updates.
- P2P connects after. After MQTT establishes the session, P2P creates the data tunnel used for live video, playback, and other data transfers. P2P must establish a direct connection through NAT and firewalls.
Connection failures occur in the following order:
- MQTT fails. You never fully connect at all and the session cannot be established. You will not see video.
- MQTT succeeds, P2P fails. The session is established and the system appears connected, but the data tunnel cannot open. You will either see no video or the app will feel stuck.