Cameras · Troubleshooting guide
Why can one employee see a camera while another cannot?
Trace organization, site and group access without granting unnecessary administrator permissions.
Draft · Nov 13, 2026 · 4 min read
Editorial review pending. This sample article demonstrates the design; verify model-specific instructions before use.
Before you start
For authorized Command administrators diagnosing camera visibility. Organization administration and permission to view camera video are separate concerns.
Find the right troubleshooting path
| What you observe | What to investigate | Next check |
|---|---|---|
| Camera missing for one account | Organization or site access | Compare the selected organization and camera site. |
| Live works; history does not | Live-only role may be intentional | Confirm the person’s approved duties. |
| Role appears inherited | Parent site or group assignment | Inspect the source of the permission. |
Use these observations to narrow the cause; they are not a definitive diagnosis.
Work through the checks
Reproduce with the affected person’s own session
Record which organization they selected and the exact camera they expect to see. Ask what action is missing: seeing the device, live viewing, history or sharing. Avoid using an administrator’s session as proof that the employee has working access.
Reference: Resolve Issues with Missing Cameras (opens in a new tab)Locate the camera’s actual site
Have an authorized administrator locate the device and its site or subsite. Compare that location with the user’s assigned access. A camera moved between sites can leave someone looking at an old site list, so verify the current placement before changing roles.
Reference: Resolve Issues with Missing Cameras (opens in a new tab)Review direct and inherited permissions
Inspect the user and relevant groups, including parent-site inheritance. Trace where the effective permission originates. Do not remove a group assignment until you understand which other devices and duties depend on it; the correction should match the approved scope.
Reference: Roles and Permissions for Cameras (opens in a new tab)Choose the minimum role that supports the task
Live-Only Viewer supports live video but not history. Site Viewer includes historical viewing; Site Admin adds configuration capabilities. Check the current role table and any organizational customization before promising archive or sharing actions.
Reference: Roles and Permissions for Cameras (opens in a new tab)Retest the required and excluded actions
After the authorized change, have the employee refresh their session and test the named camera. Confirm the required workflow works and an unrelated restricted site remains unavailable. Record who approved the change and the reason so the next administrator can understand it.
Reference: Roles and Permissions for Cameras (opens in a new tab)
Verify the result
Use a short acceptance list: correct organization, correct site, expected live access, expected history access and no unintended additional sites. A successful administrator test does not replace this user-level check.
If the issue remains
If the effective role appears correct but the camera remains missing, send the organization, site, camera identifier and affected user details privately to authorized support. Do not share passwords or impersonate the employee.
Official documentation
Sources checked November 13, 2026. Monarch’s diagnostic sequence combines these references with practical verification checks. Editorial review pending.
Join the conversation
Share what worked for you, or ask a follow-up. No account needed.
Systems administrator
We now put the requested action in the ticket. “Camera access” was too vague when some teams only needed live video.
Branch operations
The final check from the employee’s account is the part I would keep in every handoff.