PTZ5A4M-25X-S2 — IntelliBusinessAPP (AI) will not start on 3.211.0000010.1.R (Auto Tracking dead)

[Desy]

Looking for anyone else on the new PTZ5A4M-25X-S2 (SD5A425GA-HNR-S2 class) hitting this.

Two PTZ5A4M-25X-S2 from EmpireTech (two separate heads, same SKU/firmware).
Both on the current S2 package from Andy’s firmware page:

• System: 3.211.0000010.1.R
• Build: 2026-04-11
• Web: V5.01.x (matches the 260411 / upload 2026-09-22 S2 row)

Problem
Auto Tracking never engages because the AI application will not start.

We reproduced this on both heads independently — not a one-off / bad unit.
Same AppManager state, same Start failure, same TrackStatus Idle behavior on each.

AppManager on both heads:

• Acupick V1.001.0000008.0.R — license active, CanStart true
• IntelliBusinessAPP V1.001.0000008.0.R — license active, CanStart true, stays Stopped

UI Start on IntelliBusinessAPP → “operation failed.”
Same AppManager.start call returns error 268959743
(“Unknown error! error code was not set in service!”).
Camera system log does not record the failed start. App-event list is empty.

What we already tried (so please don’t send us down these again)
1) Support first reply was “Acupick and AI conflict — use only one at a time.”
We already stopped Acupick and tried Start on AI on both cameras. Still fails with the same error.
So this is not just mutual exclusion, and it is not isolated to one head.
2) Smart Motion Detection left off (alarm filter, doesn’t pan).
3) Video Metadata / HumanTrait TrackEnable — no gimbal move.
4) VideoAnalyseGlobal Scene.Type = IntelliTrack accepted; PTZ TrackStatus stays Idle.
5) Saved an IVS CrossRegionDetection “Follow” rule with TrackEnable from the web UI;
with tour paused and head already on the preset, TrackStatus stayed Idle.
Rule is disabled now so we aren’t leaving a half-armed tracker.

Because both units fail the same way out of the box on the current S2 package, this smells like
firmware/package, not a single defective camera.

Questions for the room / @EMPIRETECANDY
1) Anyone else on PTZ5A4M-25X-S2 + 3.211.0000010.1.R seeing IntelliBusinessAPP refuse to start
even with Acupick stopped? Especially if you also have more than one S2 head.
2) Is Auto Tracking 3.0 actually supposed to work on the ITOP-Normal S2 zip, or do we need a
different Drive flavor that is explicitly safe for the S2 (not Taurus / Prometheus / ShuangPin / LLM)?
3) Is there an older ITOP-Normal 3.211 (notes mention a 0000007.2 / 260313 slice) or a special
S2 tracking/AI bin we can A/B on one head?

Happy to send AppManager dumps / DHOP log lines by DM.

Thanks.

 

[EMPIRETECANDY]

Have you make the AT working on camera's web gui? Everything have to set up on the webpage firstly, then the AT can work, the app can't make any kind of setting on Autotracking.

 

[Desy]

Yes, of course @EMPIRETECANDY

Auto tracking is part of the AI config, which needs the AI application started. I cannot start the AI application. See the screenshot below and see my logs above.

Have you make the AT working on camera's web gui? Everything have to set up on the webpage firstly, then the AT can work, the app can't make any kind of setting on Autotracking.

Have you make the AT working on camera's web gui? Everything have to set up on the webpage firstly, then the AT can work, the app can't make any kind of setting on Autotracking.