Troubleshooting

Storage unavailable

1. Confirm that the drive is connected and appears in File Explorer.
2. Confirm that the drive letter and path are still the same as those selected during installation.
3. Wait a few seconds and try a snapshot.
4. Do not edit the configuration file to force drive C:.

Camera has no image

1. Use Reconnect Camera.
2. Check power, cable/network and the IP address.
3. Open Camera Settings and run the connection test.
4. For an IP camera, confirm ONVIF/RTSP and credentials.
5. Cameras that depend only on a proprietary application may not provide usable RTSP/ONVIF access.

HBB Web opens locally but not externally

1. Confirm that the Gateway is Online from the system-tray icon.
2. Open HBB Remote and confirm that the Cloudflared service is RUNNING, the tunnel is Active and HBB Remote is Online.
3. Use the actual address displayed by HBB Remote.
4. Test from another network, such as 4G/5G.

Sound does not play in the browser

1. Tap Enable alarm sounds.
2. Confirm that the page is not muted.
3. Check the device volume.
4. Reload the page and enable sound again.

Video takes a long time to open in the browser

The green message indicates H.264/AAC preparation. Wait for it to finish without clicking repeatedly. The original is preserved. Repeated failures should be investigated in the Gateway log.

Incomplete evidence

Evidence marked as incomplete must not be masked with repeated frames. HBB may open the file separately or prepare only the continuous, demonstrably decodable section for the browser while preserving the original.

Diagnostic logs

Send only the logs related to the problem. File names include the installed version:

• hbb_b<version>.log
• HBB Web Gateway\hbb_web_gateway_a<version>.log
• hbb_remote_cloudflare_a<version>.log
• HBB Iniciador\hbb_iniciador_a<version>.log