CIV Cloud Camera Connection Help

Overview

CIV Cloud Camera Connection integrates your building's CIV Cloud surveillance cameras with UnlockOS. Once connected, the system automatically captures a 90-second video clip whenever a delivery is confirmed via KEYVOX, giving residents a clear record of each delivery directly in their app.

How it works:

  1. The facility admin connects a CIV Cloud account and lists available cameras
  2. Each camera is mapped to a specific building entrance
  3. When a delivery is confirmed, UnlockOS triggers a 90-second recording on the mapped camera
  4. Residents open their delivery history and tap the play button to watch the clip

Prerequisites

Required Description
CIV Cloud account Username and password for your CIV Cloud surveillance account
Active cameras Cameras must be online and streaming within CIV Cloud
KEYVOX okihai setup Delivery Management (okihai) must be configured before cameras can be mapped

Setup Guide

Camera connection requires two steps completed in order: (1) connect your CIV Cloud account, then (2) map each camera to a building entrance.

Step 1: Connect Your CIV Cloud Account

  1. In the admin panel, go to Connection Settings and open the CIV Camera tab
  2. Enter your CIV Cloud username and password
  3. Click Connect
  4. If the credentials are valid, the connection status changes to "Connected" and the camera list loads automatically
  5. All cameras registered to your CIV Cloud account are displayed with their names and current online status

Once connected, you can use the Disconnect button to remove the integration at any time.

Note: Your CIV Cloud credentials are stored securely and are never visible after saving.

Step 2: Map Cameras to Entrances

  1. In the admin panel, go to Delivery Management and open the Cameras tab
  2. A list of your building entrances appears — each entrance corresponds to a KEYVOX unit classified as an entrance in the Unit Classification tab
  3. For each entrance, select the CIV Cloud camera that covers that entrance from the dropdown
  4. Click Save to apply the mapping

When a delivery is confirmed at a mapped entrance, the recording starts automatically on the associated camera.

If no cameras appear in the dropdown, verify that the CIV Cloud account is connected (Step 1) and that at least one camera is online in CIV Cloud.

Resident Video Playback

Residents access their delivery history through the resident app at resident.unlockos.io/{facility-slug}/.

Viewing a Recording

  1. Open the resident app and navigate to Delivery History
  2. Deliveries that have an associated recording show a play button icon
  3. Tap the play button to open the video player
  4. The 90-second clip plays directly in the app using HLS video streaming

Recordings are only available for deliveries made after the camera was mapped to the entrance. Past deliveries do not retroactively receive recordings.

Playback Notes

  • Video playback requires a stable internet connection
  • The play button does not appear if the recording was not captured (for example, the camera was offline at delivery time)
  • Residents can only view recordings for their own room's deliveries

Troubleshooting

Connection fails / credentials rejected

  • Verify that you are using the correct CIV Cloud username (not an email alias or display name) and the current password
  • Log in directly at the CIV Cloud web portal to confirm your credentials work
  • If your CIV Cloud password was recently changed, re-enter the new password here and click Connect again

No cameras appear after connecting

  • Confirm that your CIV Cloud account has at least one camera registered and that it is not in a suspended or deleted state
  • Check the camera's online status in the CIV Cloud portal — cameras must be online to appear in UnlockOS
  • If cameras were recently added to CIV Cloud, disconnect and reconnect in UnlockOS to refresh the camera list

Camera dropdown is empty on the Cameras tab

  • Make sure the CIV Cloud account is connected (the CIV Camera tab in Connection Settings should show "Connected")
  • Confirm that cameras are online in the CIV Cloud portal
  • Refresh the Cameras tab page

Play button does not appear on a delivery

  • The recording is only triggered when the delivery is confirmed via KEYVOX. Deliveries that were processed before the camera mapping was saved will not have recordings
  • The camera may have been offline at delivery time. Check the camera's activity log in the CIV Cloud portal to confirm whether recording occurred
  • Wait a few minutes after delivery confirmation — there can be a short delay before the recording is attached to the delivery record

Video does not play / player shows an error

  • Check your internet connection. HLS video streaming requires a stable connection
  • Try closing and reopening the delivery history page, then tap the play button again
  • If the issue persists, the recording file may not have been captured successfully. Contact your facility administrator

Token expiration error

  • CIV Cloud authentication tokens expire periodically. If you see a token-related error in the admin panel, go to Connection Settings > CIV Camera tab, disconnect, and reconnect with your credentials to refresh the token

FAQ

Q: How long are recordings stored?

A: Recording retention is determined by your CIV Cloud account's storage plan. UnlockOS does not independently store video files — it accesses recordings directly through the CIV Cloud API. Refer to your CIV Cloud subscription for retention limits.

Q: Can multiple cameras be mapped to the same entrance?

A: No. Each entrance supports one mapped camera. If the entrance is covered by multiple cameras, select the one that best captures the delivery area.

Q: Can one camera be mapped to multiple entrances?

A: No. Each camera can be assigned to only one entrance at a time.

Q: Does the camera record continuously or only during deliveries?

A: The continuous recording behavior is controlled by your CIV Cloud account settings. UnlockOS specifically requests a 90-second clip starting at the moment of delivery confirmation. You do not need continuous recording enabled — the clip-capture API is used independently.

Q: What happens if the camera is offline when a delivery is confirmed?

A: The delivery confirmation still succeeds and the resident receives an entry key. However, no recording is captured and the play button will not appear on that delivery in the history.

Q: Are residents notified when a new recording is available?

A: UnlockOS does not send a separate notification for recordings. Residents see the play button when they open their delivery history.

Q: Does camera connection affect the delivery workflow for the delivery person?

A: No. The delivery person experience at the entrance is unchanged. The camera recording happens in the background, triggered by the KEYVOX webhook event after the delivery is confirmed.