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Troubleshooting & FAQs

Move Live

Move Live - Troubleshooting

Support & Troubleshooting

Support workflow

All logs will be saved and dated in the Project folder. For any support requests, include the logs folder with the enquiry. Reach out to support@move.ai

Troubleshooting

Please share any questions you have and we will grow this section with our responses.

Question:	Answer:
Why won't SpinView Launch?	Check the correct version of SpinView is installed.
Why won't Move Live Launch?	Check all pre-requisite software setup was completed correctly, particularly that the correct versions of software were installed.
Why don't any cameras appear in the SpinView?	Check network has been setup correctly. Check you are receiving 10GB from the switch and the MTU in the Network Settings is set to 9000.
Why don't any cameras appear in Move Live?	Check the correct version of SpinView was installed. Check if SpinView is open in the background, the system can only read in camera data to application at a time. Restart Move Live.
Why can I only view one camera at a time in SpinView?	Check that jumbo frames are enabled on the switch, and the MTU in the Network Settings is set to 9000.
Why are the cameras appearing at a lower FPS than expected?	Check that jumbo frames are enabled in the NIC settings of the PC and on the switch. Check the network configuration steps Check the components of the network meet the Hardware Requirements. If the room is too bright, the shutter may not be able to achieve the high fps due to the required exposure. Try adjusting the 'Lighting Mode' of each camera in Spinview to adjust the
What shall I do if my licence expires?	Speak to Move AI to discuss extending your licence. Once you've received