Device & Connectivity

First confirm that the camera is powered correctly and connected to the network.

Then check whether the camera and viewing device are on the expected network and that the required network settings are correct.

If the issue continues, please contact Cupola360 technical support with the camera model, network environment, and symptoms.

First confirm the network connection and available bandwidth, then restart the camera and viewing environment if necessary.

If the issue remains, please provide screenshots or recordings, the camera model, firmware version, and deployment information to Cupola360 technical support for further analysis.

Yes. Cupola360 cameras can be installed in environments with suspended or drop ceilings using suitable mounting accessories.

Depending on the installation, a compatible ceiling clip or mounting bracket can provide a faster deployment option without requiring extensive construction or permanent modification to the ceiling.

The mounting method should still be evaluated based on camera weight, ceiling structure, safety requirements, and the selected installation position.

360° panoramic video is commonly stored in an equirectangular format, which maps a spherical field of view onto a flat rectangular image.

Because a sphere cannot be flattened without distortion, the raw image may appear stretched—especially near the top and bottom—when viewed in a conventional video player.

A 360° viewer converts the panoramic image into a perspective view based on the user's viewing direction, allowing users to pan, tilt, and zoom naturally within the scene.

A webpage loading successfully does not necessarily mean the WebRTC media stream is also connected.

WebRTC signaling and media traffic follow different network paths. In some cases, signaling may succeed while the actual video stream is blocked by a firewall, NAT configuration, UDP restrictions, or other network conditions.

If the page works but the video remains black or keeps loading, the network path used by the media stream should be checked separately.

Some latency is normal in any live-video system because video must pass through multiple stages, including image processing, encoding, network transmission, server processing, buffering, decoding, and rendering.

The amount of latency also depends on the streaming protocol. For example, WebRTC is designed for lower-latency communication, while segmented streaming protocols may introduce several seconds of delay by design.

When troubleshooting latency, it is more useful to identify where the delay occurs in the video pipeline rather than treating the total delay as a camera failure.