Cameras can periodically go offline for a number of reasons. When this happens, you will need to troubleshoot the issue locally at the cameras. Use this guide to help you go through the most common causes for offline cameras and get yours back up and running.
Contents
1. Connect Cameras for the First Time
The following steps should all be followed to ensure your cameras come online:
1. Make sure the PoE/PoE+ ports are supplying power to the cameras via the cables
The ports should show a green light
Try switching ports used between cameras at the switch
2. Make sure the PoE/PoE+ switch has an internet connection
Patch a PC to the switch and see if you can browse to external sites
3. Make sure the firewall is configured correctly. Allow for the following outgoing connections/protocols:
https (video upload)
NTP (time synchronisation)
TCP ports 7752- 7760, 17891 (camera management)
4. Check the cabling between cameras and switch
Disconnect the cable from the camera and reconnect
Try a different cable
If one camera is working try to switch cables with the one offline
5. Can you see the cameras on the local network?
Do they have a local IP address?
If you insert the IP on a web browser do you get a login page?
MAC number for our cameras starts with ACC
You can also try searching the cameras on the local network:
If you are on a PC and want to find the cameras IP’s in the local network you can use this tool:
If you are on a Mac then you use this tool via Chrome to find the cameras IP’s in the local network: |
If you:
See the cameras on your local network
Have an Internet connection from the PoE/PoE+ switch
See that the firewall is configured correctly
Do not see the cameras online in Spiideo
Please contact Support via the chat in the bottom right
2. Reconnect Offline Cameras
When cameras go offline, it is often due to one of the following three reasons:
Loss of power
Loss of network
Change in network permissions (Firewall change)
Begin your investigation with these three points in mind and try the following steps. Please note, it can take a few seconds for cameras to come back online after each step.
1. Restart the switch
Most of the times that all cameras go offline, it helps to restart the switch (keep the power cord out for 10-30 seconds before inserting again).
Tip: If more devices are connected to the switch, please contact your IT-responsible before doing so.
2. Check integrity of cables and switch ports
Check that the Ethernet cord is connected on both ends and has no damage
Check that the Ethernet switch that the cameras are connected to is working
Cycle the Power over Ethernet (PoE) for the ports that the cameras are connected to
Do you have another camera on the same switch that is working? Swap cables between the cameras and see if the problem camera comes online
3. Check your network permissions
Make sure no changes to your local network has been done. Please check the network and firewall settings. (Check with your IT department if possible)
4. Can you see the cameras on the local network?
Do they have a local IP address?
If you insert the IP on a web browser do you get a login page?
MAC number for our cameras starts with ACC
If you:
See the cameras on your local network
Have an Internet connection from the PoE/PoE+ switch
See that the firewall is configured correctly
Do not see the cameras online in Spiideo
Please contact Support via the chat in the bottom right
3. Why do Cameras go Offline? (Find the Root Cause)
Single cameras or entire camera systems can lose the connection to our server due to connectivity, power, internet or network issues.
With a little bit of effort the cause can be found by checking:
The power supply of the switch
Cabling between switch and cameras
Internet connection of the local network
The network's firewall settings
In order to search for a possible cause of an offline camera start by checking cables and power. We have seen that swapping the camera cables can help.
To find out if it’s the cable or the camera that is faulty:
Swap the cable from one camera to the other. If it’s always the same camera that is offline, it’s most likely the camera that is causing the issues and will need to be replaced.
To find out if the port of the switch is faulty:
Swap the cables in the switch. If the same camera is still online, the switch is fully functional, if the other camera comes online, it’s most likely the port of the switch that is causing problems
Tip: When unplugging it, leave the cable out for 30 seconds, before plugging in again.
Please reach out to support@spiideo.com in case no actions bring the cameras back online.
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