FAQ and Troubleshooting
Find answers and recovery steps for application access, assistant authorization, profile context, capture and data interpretation. Known Issues distinguishes current access limitations from dated historical observations. Start with the troubleshooting guide when the cause is unclear.
Frequently Asked Questions
About the product
Is SiteTrax.io Intelligence a separate product?
It is part of the SiteTrax.io application at app.sitetrax.io and uses your existing application sign-in. Connecting an external assistant is a separate OAuth permission step using that same account; it does not require a second SiteTrax.io password. See Account Access and OAuth.
What happened to the service portal?
It has been retired. The current experience is the application at app.sitetrax.io. Update anything that still points at service.sitetrax.io.
Does Intelligence store a separate copy of my data?
Operational queries read the same SiteTrax.io records used by the application. When you use an external assistant, the authorized query results are returned to that assistant. This is not a bulk synchronized copy of every record, but it does involve sharing the returned information with your chosen assistant provider.
Is my data used to train an AI model?
SiteTrax.io sends authorized query results to the assistant you connect. How that provider retains or uses those results depends on its terms, plan, and your agreements. Check the provider's current policies and your agreement with SiteTrax.io before relying on a training or retention commitment.
About the profile
Do I have to complete the interview?
Publish it to unlock the normal personalized Intelligence hub. A published profile is not required to authorize an external assistant or run ordinary MCP queries. Assistant access requires an active, verified SiteTrax.io account and OAuth authorization; useful operational results also require shared projects.
How long does it take?
A few minutes. Your draft is saved as you go, and you can resume from the sidebar.
Can I change my answers later?
Yes. Reopen the profile and republish. Publishing creates a new immutable revision without replacing the history, and your published profile stays active while an edit is in progress.
What if I do not know my operating numbers?
Skip them. Question seven is optional.
What is the working brief?
A summary generated from your published answers and stored with that revision for review in the application. The public MCP profile tool returns selected confirmed facts and priorities; it does not return the working brief, drafts, custom AI instructions, or preferred answer length. Publishing does not guarantee that an assistant retrieves or applies your context.
About assistants
Which assistants can I use?
ChatGPT and Claude today. Microsoft 365 Copilot is listed in the application as coming soon. Other MCP-compatible clients can connect to the same endpoint. See Supported AI Platforms.
Does connecting an assistant give it access to everything in SiteTrax.io?
No. It sees only the projects shared with the account that authorized it.
Can an assistant change my data?
Standard operational access is read-only. Creating a detection alert or scheduled digest, or cancelling either, also needs sitetrax:notifications:write and your explicit confirmation of the change. Listing notifications and delivery history requires read access only. The extra permission can be requested initially or later depending on the client. It does not allow general record edits or arbitrary email recipients. See Alerts and Scheduled Digests.
Do I need to enter my SiteTrax.io password into the assistant?
No, and you should not. Authorization is completed on the SiteTrax.io sign-in screen.
Why did I return to the dashboard while connecting?
Registration or email verification can interrupt the return to the assistant. Finish verifying your account, confirm the intended account in the application, and restart the connection from the assistant. An expired authorization request must be restarted. See Account Access and OAuth.
How do I disconnect an assistant?
Use its own connection controls. SiteTrax.io does not currently offer a customer-facing connected-app inventory or individual server-side authorization-revocation control. Assistant disconnection is not proof that all previously issued SiteTrax.io tokens have been invalidated. Contact support if you need help stopping access.
Why are the answers generic?
Check the account, accessible projects, whether a profile is published, and whether the assistant actually retrieved relevant published facts. Then state the project, time window, and question clearly. The public profile tool does not send the working brief or response-style instructions to the assistant. Reconnecting is useful for the wrong account or grant; it does not by itself fix missing tool use or an underspecified question.
About the data
Why are there more records than units?
A record is one stored processing result. A unit can be read more than once, and combined container and chassis processing can add a synthetic row for the paired side.
Does a failed read mean the container is damaged?
No. It means the image could not be resolved into an identifier.
Why can I not see an image on a record?
Project configuration, retention, permissions or redaction can withhold media while still returning the operational metadata.
Why will SiteTrax.io not give me a dwell time?
Because the observations needed to pair entry and exit reliably are not available. SiteTrax.io reports the limitation rather than estimating a number.
Known Issues
Access and assistant guidance reviewed on 8 September 2026 against the current contract and the live application, which identifies itself as version 3.0.0. Historical application defects below were observed on 4 September and were not all retested. Each entry gives a recovery step; a limitation is not evidence that every connection is failing.
Application
| Issue | What you see | Workaround |
|---|---|---|
| Unhandled error on an unknown asset ID — observed 4 September 2026 | An inaccessible or nonexistent asset-detail address previously showed Unexpected Application Error instead of a not-found message. This case was not retested in the 8 September review. | Return to Assets and find the record through the gallery. Confirm the record and project access before retrying a deep link; do not assume every application error has this cause. |
| Personalized hub requires a published profile | The Intelligence item may be absent or the route may return you to setup or the dashboard. | Check the account and publish the interview for the normal personalized hub. If already published, check feature availability with support. Ordinary MCP authorization and queries do not require publication. |
| Profile update remains in progress | After reopening a published profile for editing, the hub shows that an update is in progress. | The published revision remains active while you edit. Resume and publish the update when ready; reviewing the existing profile alone does not start a new draft. |
Assistants
For the complete setup and permission flow, see Account Access and OAuth.
| Access issue | What to do |
|---|---|
| Registration or email verification returns to the dashboard | Finish verification first, check the intended account in the application, then restart the connection from the assistant. The current flow can lose its return destination. |
| Authorization request expired or has no session | Start a new connection request from the originating assistant; do not reuse or forward the old consent URL. |
| Wrong account or projects | Check the account in the application before reconnecting. The current consent screen does not display the account email. Read-only authentication diagnostics can show the masked connected account, scopes, and project count. |
| Notification action needs another permission | Check the actual granted scopes. Additional permission may be requested initially or later; repeating the same connection settings may not change the grant. Microsoft federated access is read-only. |
| No SiteTrax.io connected-app or individual revoke control | Use the assistant's own disconnect controls and contact SiteTrax.io Support if access must be stopped. Do not assume that a host disconnect invalidates all previously issued SiteTrax.io tokens. |
| Issue | What you see | Workaround |
|---|---|---|
| Microsoft 365 Copilot not yet available | The Intelligence hub lists Copilot and states the connection is still being built. | Use ChatGPT or Claude. The Copilot guide in the MCP Server book describes the connection as designed, not as one you can complete today. |
| Published context is missing or unused | Answers remain generic even though you published a profile. | Confirm the connected account and projects, then ask the assistant to retrieve relevant published facts. The public MCP response excludes the working brief, drafts, custom AI instructions, and preferred answer length. Publication alone does not ensure tool use. |
| ChatGPT setup differs by surface | The setup or tool option described in a guide may be absent in a mobile app or a different workspace. | Use a desktop browser for the documented SiteTrax.io connection flow. Check Connecting ChatGPT and current OpenAI guidance for published integrations versus custom developer-mode availability. |
| Connector creation is restricted | No option to add a custom connector. | On Claude Team and Enterprise only Owners can add one. In ChatGPT workspaces an administrator controls app creation. |
| Local-only clients cannot connect | The client cannot complete discovery or start authorization against the remote endpoint. | Use a client supporting remote MCP over HTTPS with Streamable HTTP and OAuth. A local-server-only client or a legacy SSE-only connection is insufficient. |
Data and interpretation
| Issue | What you see | Workaround |
|---|---|---|
| Sequence pairing unavailable | SiteTrax.io declines to return a duration. | This is deliberate. Confirm capture exists on both operational boundaries, then ask again. |
| Media withheld | A record returns without its image or video. | Check project configuration, retention, permissions and redaction. The record itself is still valid. |
| Placeholder identifier text | Records showing a single dash or a blank value. | These are not equipment identifiers and must not be searched or counted as units. |
| Tool contracts can change | An assistant integration behaves differently after an update. | Ask SiteTrax.io for its current schema rather than assuming a fixed contract. |
Documentation
| Issue | Detail |
|---|---|
| Retired Reports section | Screenshots in older documentation show a Reports item in the left navigation. That section is not present in version 3.0.0 and its address returns not found. Ignore it in any legacy material. |
| Legacy portal screenshots | Older pages show the service portal at version 2.6.1. The current application is 3.0.0 and differs in navigation and dashboard layout. |
Found something not listed here? Report it with the page, the time, the account, the project and what you expected instead.
Troubleshooting Guide
Start with the account and filters, then identify whether the problem is in the application, assistant connection, data interpretation, or capture. For external-assistant setup, keep Account Access and OAuth open alongside this guide.
Step 1. Check the three filters
Dashboard, Videos and Assets share a date range, a period and a project, and they apply together. A narrow range or a single-project selection explains most surprising results. Widen the range and clear the project before concluding anything is missing.
Step 2. Check the account
Confirm the account shown in the application and complete email verification if requested. Then check that the expected project is available under Projects. An assistant may be authorized as a different account: ask for read-only authentication diagnostics showing the masked account, granted scopes, and accessible-project count, then compare its project list with the application. A valid connection with no shared projects can return an empty list.
Step 3. Identify which layer is failing
| Symptom | Layer | Go to |
|---|---|---|
| You cannot sign in or a page errors | Application | Step 4 |
| The assistant cannot connect or sees nothing | Connection | Troubleshooting Connections |
| Results are returned but look wrong | Interpretation | Step 5 |
| Records are missing for a period or camera | Capture | Step 6 |
Step 4. Application problems
- No Intelligence item in the navigation. Confirm the account and whether its interview has been published. Publication unlocks the normal personalized hub; feature availability can also affect navigation. If already published, contact support. An interview is not required for ordinary external-assistant MCP access.
- An asset address shows an error. Confirm the ID and current project access, then locate the record through Assets. If the error persists, collect its message; do not assume every error means the asset is missing.
- The interview will not advance. Check the indicated question and visible validation or save error. Wait for the saved indicator before leaving, and retry a failed save.
- Verification or registration interrupts assistant setup. Finish account verification, confirm the account in the application, and restart the connection from the assistant. An expired consent request needs a new attempt. See Account Access and OAuth.
Step 5. Results that look wrong
If the answer is generic, check whether the assistant used SiteTrax.io tools and retrieved relevant published profile facts, then specify the project, time period, and question. The public profile response excludes the working brief, drafts, custom AI instructions, and preferred answer length. Reconnecting does not fix missing tool use by itself.
Before treating a number as a defect, confirm what is being counted.
- Stored readings and distinct identifiers are different measures.
- One physical pass can produce more than one record.
- A processing status describes the read, not the unit.
- An observed interval is a measurement, not a cause.
Then open an individual record and compare the reading against the image. If they disagree, mark it Incorrect.
Step 6. Missing records
- Check Videos for the same projects and period, including your access and filters. Missing recordings can indicate capture or ingestion problems, but their absence alone does not establish the cause.
- Ask whether stored readings show unusual volume gaps and examine the affected sources. Treat this as a lead for investigation, not proof that a camera was offline.
- Compare with the Intelligence coverage guidance. A configured gate pair is setup information, not evidence that both sides captured traffic during the period. Confirm the relevant observations.
Step 7. Collect the details before escalating
Include the account email, the project, the date and time range, the exact identifier, what you expected, what you saw, and any error message. For an assistant problem, add which assistant and how it was connected.
For missing notification emails, inspect the notification ID, status, expiry, current project access, recipient verification, and recent delivery history. For digests, also check the schedule, timezone, and stored reporting window. Listing and history require read permission only. See Alerts and Scheduled Digests.
Never include passwords, OAuth tokens or client secrets in a support request.