noviscanby Secufor

Documentation

Fix a problem and get help

When something doesn’t work as expected, find the symptom that looks like yours. Most take a few minutes to sort out.

Before you start: note the exact message or behavior you see on screen; to write to support from Noviscan, an administrator account.

Installation

  • The installer refuses to start. First check your Windows version: Noviscan installs only on Windows 10 and 11, 64-bit.
  • Windows shows a security warning. Open the file properties, Digital Signatures tab. The signature must be present and valid. If not, don’t run the file.
  • Installation stops on WebView2. That’s the Microsoft component that displays the application. Install it from the Microsoft page the installer points to, then run the installation again.
  • You chose the wrong path at first launch. This choice cannot be undone. Starting over from a fresh installation erases this PC’s data; it is the only way out.

Details: Install Noviscan on Windows.

Nothing is detected

<!-- IMG I8-01 : “Recognition unavailable” banner (Internet refused, no models) -->

  • The dashboard shows Monitoring stopped. Monitoring does not start by itself. Click ▶ Start.
  • A Recognition unavailable message appears at the top of the screen. The recognition models are not installed, and until they are, no face is detected. If the message says Noviscan downloads them at startup, wait for that to finish. If it mentions Internet access being refused, open Settings, then General, section Internet access, and check Allow this instance to connect to the Internet. If that is not enough, see Get help.

The camera

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  • A camera type is grayed out. The screen says Some source types are greyed out: they need Internet access, which is currently disabled. Turn on Internet access (see Nothing is detected).
  • The connection test fails. First check the video stream path, which differs from one model to another.
  • The dot is red and says Inactive. The last test failed, so run it again.
  • The dot is gray. It says Not connected (no test has taken place), Disabled, or Internet disabled (the source needs Internet).
  • Adding is refused although everything is filled in. You may have reached your plan’s camera limit, which is one in Free.

Details: Add a camera or a folder.

Alerts

  • No alerts although the camera works. Check that monitoring is started, then that the person is not on the whitelist.
  • A known person triggers alerts all the time. First check whether they are filed under the reserved name Suspect, which alerts on every appearance.
  • The alert is there, but the image is gone. Images are deleted after a retention period, while the alert entry stays. The durations are in Protect and manage your data.
  • The archive buttons are missing. Your account is a viewer, or the alert isn’t filed under Suspect.

Details: Read and handle alerts.

People

  • “No usable face detected.” The photo isn’t sharp enough or not frontal enough. Retake it facing the camera, with better light.
  • “The enrollment did not happen; the person is NOT saved.” Nothing was created, so start again.
  • A photo is refused. It’s too large or in an unaccepted format. Use a JPG, JPEG, PNG, WEBP or BMP, 15 MB at most.
  • The whitelist badge does not switch. Your limit is reached (5 people in Free), or you’re trying to put Suspect there, which is refused.

Details: Recognize people.

The phone

Pairing messages are explained in Use Noviscan on your phone. Pairing is done in Settings, then Security, with Pair a device, and it requires the Premium plan.

The license

  • The plan fell back to Free. Open Settings, then License. The reason appears at the top of the page, with what to do. After expiry you have 14 days of grace before the return to Free.
  • The message says This feature is temporarily unavailable. The text is the same whatever the cause. To find it, open the License screen.
  • The license is revoked, or the installation was modified. Renewing does not help. In the second case, reinstall Noviscan from an official source, then contact Secufor if it continues.

Details: Your license and subscription.

Get help

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If you’re an administrator, the Support button appears at the top right of the screen.

  1. Click Support.
  2. Write the subject and the message. Your version and license number are already filled in.
  3. Leave Include a copy of the logs checked to attach the logs, meaning the files that record what Noviscan did.
  4. Leave Scrub personal data from the logs before sending checked.
  5. Click Continue, review, then click Confirm sending.

⚠️ Even after scrubbing, the logs may contain personal data. Review them before sending.

If your Noviscan has no email channel configured, the Prepare the email button creates the message for you to save and send from your mail app.

You can also write through the Contact page of secufor.net. Give three pieces of information: your Windows version, your Noviscan version (Settings, General, section About) and your camera model.

Applies to Noviscan 1.0.0