Technical Tip: Troubleshooting the 'Failure, Please Refresh' Error in FortiRecorder GUI When Viewing Cameras

[Nishtha_Baria]

Description	This article describes step-by-step instructions on how to troubleshoot and resolve the 'Failure, please refresh' error that may occur when attempting to view cameras from the FortiRecorder GUI.
Scope	FortiRecorder.
Solution	FortiRecorder is a video management system designed to manage and monitor surveillance cameras. Occasionally, users may encounter the 'Failure, please refresh' error when trying to view cameras. This error can be caused by various factors, and this guide will help to identify and address the issue. Troubleshooting Steps: Check Network Connectivity: Ensure that the FortiRecorder server and cameras are connected to the network and can communicate with each other. Verify that there are no network issues causing disruptions. Review Camera Configuration: Access the FortiRecorder GUI and navigate to the camera configuration settings. Verify that the camera configurations, including IP addresses, credentials, and streaming settings, are accurate and up to date. Check Camera Health: Confirm that the cameras themselves are operational. Log in to the camera's web interface (if available) to check for any error messages or issues with the camera hardware. Inspect Camera Licenses: Ensure that the FortiRecorder has the appropriate camera licenses installed and activated for the desired cameras. A lack of licenses can lead to viewing failures. Verify Streaming Protocols: Confirm that the cameras and FortiRecorder are using compatible streaming protocols (e.g., RTSP, HTTP, HTTPS, UDP or TCP). Mismatched protocols can result in viewing errors. Check Ports and Firewall Rules: Review network firewall rules and port configurations to ensure that the required ports for camera streaming are open and properly configured on both the FortiRecorder server and the cameras. Inspect System Logs: Access the FortiRecorder server's logs to check for any error messages or warnings related to camera connectivity or streaming issues. Logs can provide valuable information about the source of the problem. Restart Services: Restart the FortiRecorder server and camera services. Sometimes, a simple service restart can resolve communication issues. Browser and Compatibility: Ensure to use a compatible web browser to access the FortiRecorder GUI. Clear browser cache and cookies to eliminate any potential browser-related issues. Update Firmware/Software: Ensure that both the FortiRecorder and camera firmware/software are up to date. Manufacturers often release updates that address compatibility and performance issues. Consult Fortinet Support: If the issue persists and it is impossible to identify the root cause, consider reaching out to Fortinet Support for advanced troubleshooting and guidance. Provide them with detailed information about your setup and any relevant error messages.