Troubleshooting Connection Issues in IC Secure Mobile

If IC Secure Mobile cannot connect to cameras or an IC Secure server, use the sections below to narrow down the issue.

Cannot Connect to the IC Secure Server

If the app cannot reach the IC Secure server, check the server status, connection details, account credentials, and network path.

Check	What to Verify
Server Status	Confirm the IC Secure server is running and reachable.
Address and Port	Confirm the address and port are entered correctly in the app.
Encrypted Connection	Confirm the encrypted connection setting matches the server configuration.
Username and Password	Confirm the username and password are correct. Passwords are case-sensitive.
Network Access	Confirm the mobile device is on a network that can reach the IC Secure server.

For local connections, the mobile device must be on the same network as the server or on a network that can route to the server.

For remote connections, remote access must be configured before the app can connect from outside the local network. Contact the installer or network administrator to confirm the correct remote access method.

Cameras Not Appearing

If the app connects to the IC Secure server but cameras do not appear, check the device list, account permissions, camera status, and server configuration.

Cause	What to Check
Device List	Open the Device list and confirm you are viewing the correct section, such as ALL DEVICES or MY FAVORITES.
Device List Refresh	Tap UPDATE DEVICE LIST to refresh the device list.
Account Permissions	The user account may not have access to all cameras. Contact the system administrator to verify permissions.
Camera Status	The camera may be disconnected from the network or powered off. Check camera power and network connection.
Server Configuration	The camera may not be added or enabled in IC Secure. Confirm the camera is configured on the server.

Video Stream Not Loading

If a camera appears in the list but video does not load, try the following steps.

1. Wait a few seconds for the stream to connect, especially on cellular or remote connections.
2. Tap the refresh icon in Liveview.
3. Select a lower Video quality option when available.
4. Close Liveview and reopen the camera.
5. Confirm the camera is online and reachable from the IC Secure server or mobile device.
6. If video still does not display, contact the installer or system administrator to review the camera stream settings.

Wi-Fi vs. Cellular

Connection quality can vary depending on whether the mobile device is using Wi-Fi or cellular data.

Scenario	Recommendation
On-site monitoring on the same network	Use Wi-Fi for best performance.
Remote monitoring from a different network	Wi-Fi is preferred. Cellular may work but can have higher latency.
Cellular data only	Use a lower video quality option when available and limit the number of cameras viewed at the same time.
Poor Wi-Fi signal	Move closer to the access point or use cellular if it provides a better connection.

Grid views with multiple cameras can use significant data. Use a smaller grid layout or lower video quality option when bandwidth is limited.

Network Requirements

For reliable local or remote connections, confirm that the network can support the number and quality of streams being viewed.

Requirement	Description
Bandwidth	Remote viewing requires enough upload bandwidth at the server or camera location for each stream being viewed.
Latency	High latency can cause delayed or choppy video. A stable Wi-Fi connection is preferred when available.
Ports	Required connection ports must be reachable from the mobile device network. Ports may vary by installation.
Remote Access	If the organization requires an approved remote access method, connect through that method before opening IC Secure Mobile.

General Troubleshooting Steps

If the issue continues:

1. Force-close and reopen IC Secure Mobile.
2. Restart the mobile device.
3. Update IC Secure Mobile from the App Store or Google Play Store.
4. Confirm the mobile device has a working internet or local network connection.
5. Contact the installer or system administrator to confirm the IC Secure server is operating normally.
6. Contact IC Realtime technical support if the issue persists.

When contacting support, provide the app version, mobile device model, operating system version, server address and port, and a description of the error message or behavior. Do not share passwords.