Possible reasons: Roles are not configured The user account being used may not have the necessary permissions to use PTZ. To resolve this, ensure that PTZ permissions are added to the user's role. Incorrect ONVIF user permissions For proper functionality, the camera must be integrated using an account with Administrator-level access and all relevant permissions enabled. If a camera is integrated with an ONVIF user account that lacks the required permissions, PTZ control may not work correctly. Different camera manufacturers may offer different user roles (e.g., admin, operator, guard, viewer). It is crucial to select a user with the highest access level to prevent issues with PTZ controls. For example, a user may be named "admin," but if operator privileges are granted instead of full admin rights, PTZ controls may be unavailable in the video portal. Additionally, improper user privileges could lead to higher-than-expected charges due to increased camera storage usage. If a user without permission to adjust the video stream configures a camera, the server cannot optimize video quality, resulting in higher storage and traffic consumption. Our fixed pricing plan applies only when the camera is integrated with a user account that has full control over the camera. If the camera's average bitrate exceeds the billing plan's limit, overage charges will be applied. Camera does not support PTZ controls over the ONVIF protocol Some IP cameras may have PTZ functionality, but the manufacturer may not have enabled ONVIF support for this feature. In such cases, PTZ controls will not appear in the video portal. For PTZ functionality to work properly, the camera must fully support the ONVIF protocol.

Starllion Cloud tech support team is located in California.