> For the complete documentation index, see [llms.txt](https://help.solink.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.solink.com/docs/fix-a-problem/error-message-troubleshooting.md). # Error Message Troubleshooting This article provides an overview of some common error messages you may encounter in Solink and how to troubleshoot. **Note**: [Reach out to our Support team](https://www.solink.com/contact-us/) if you cannot solve the issue after troubleshooting (use our live chat for the fastest response). | **Error Message/Number** | **Cause(s)** | **Solution(s)** | | ------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | 401 | This is an authentication error and/or related to cookies. | Try the following:\* Log out and log back in. \* Clear both your browser cache and cookies: \* [Google Chrome instructions](https://support.google.com/accounts/answer/32050?hl=en\&co=GENIE.Platform%3DDesktop) \* [Microsoft Edge instructions](https://support.microsoft.com/en-us/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4) \* [Mozilla Firefox instructions](https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox) \* You may also have to enable cookies for Solink in your browser. If you need more help, reach out to our Support team for assistance. | | 502 / 002 | Likely the Solink recording device or camera(s) is offline. | See [Troubleshoot Offline Solink System](/docs/fix-a-problem/how-to-troubleshoot-offline-solink-device.md) and/or [Troubleshoot Offline Camera](/docs/fix-a-problem/troubleshoot-offline-camera.md). | | manifestLoadTimeOut | Solink platform took too long trying to retrieve information. | [Check your internet connection and speed](https://fiber.google.com/speedtest/). You could be experiencing network issues leading to slow speeds. Your camera bitrate may also be too high for your current speed. Please reach out to our Support team if you require more assistance. | | manifestParsingError | Possible that the footage is [past retention](/docs/watch-and-find-video/manage-cameras/how-to-check-camera-video-retention.md). There could also be a video/camera configuration issue. | First check that the video you are trying to view has not exceeded the [retention period](/docs/watch-and-find-video/manage-cameras/how-to-check-camera-video-retention.md). If the video is within the retention period and this error is still displaying, please reach out to our Support team. | | Video unavailable | The footage no longer exists/has passed the [retention period](/docs/watch-and-find-video/manage-cameras/how-to-check-camera-video-retention.md). | Check that the video you are trying to view has not exceeded the retention period. | | HLS error / media error | There is a potential issue with the camera and/or HLS player. | Please reach out to our Support team to resolve this issue. | --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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