When a camera shows offline

Overview

Offline means StatsCentral cannot reach your camera's feed. It does not mean the camera is switched off, broken, or in use by someone else.

Your CCTV is yours. Venue OS never turns it on, never turns it off, and never takes it over — it runs all day exactly as it did before. When we say offline, we are describing our own view of it, and most of the time the camera itself is fine and recording perfectly well for you.

What players see

A court whose camera we cannot reach tells a player, after they scan:

The camera on this court isn't reachable right now. Ask venue staff — nothing has been charged.

They cannot stream on that court, and nothing has been taken from them. Any player who says they were charged for this has hit a different problem and should be sent to StatsCentral.

Three things to check, in this order

1. Is the camera powered and running? Check your own CCTV system first. If your recorder shows the court, the camera is fine and the problem is between us and it. If your recorder does not show the court either, this is a CCTV fault at your venue and your usual installer is the right call.
2. Is your internet up? Try loading any website on the venue wifi. Streaming and our view of the camera both go out over your connection, so an outage takes both.
3. Has anything changed on the network? A new router, a changed wifi password, a firewall rule or a power cut that reset equipment overnight are the common causes. If something was changed recently, say so when you contact us — it is usually the answer.

If all three look right, contact StatsCentral. Tell us the court name and roughly when it started, and we will look from our side.

Maintenance and fault states

A court's camera can also be marked maintenance or error by StatsCentral. These mean a person has deliberately taken that feed out of service — not that we lost sight of it.

A camera in either state stays out of service until it is cleared, even if it starts answering again. That is on purpose: a camera responding is not evidence that whoever pulled it out has finished. Ask StatsCentral to clear it when the work is done.

What it does not affect

• Your own CCTV recording continues. Nothing about Venue OS changes what your system records or keeps.
• Streams already running are unaffected by a court elsewhere going offline.
• Your other courts keep selling. Each court is judged on its own camera.

While a court is down

Point players at another court if you have one free, and tell them the court is not the problem — their credits are untouched. A player who thinks they have been charged for a broken court does not come back.