Most of the time cameras are offline because the power supply is interrupted or the network and firewall settings are not allowing the cameras to communicate with the Spiideo server.
Here is what you can do:
1. Get the cameras connected for the first time
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
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:
6. If you can see the cameras locally and you have an Internet connection from the PoE/PoE+ switch and the firewall is configured correctly and you still do not see them:
please contact Spiideo at firstname.lastname@example.org
2. Reconnect cameras after they went offline
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.
If that doesn't help, please try the following things to get it online:
Check that the Ethernet cord is connected on both ends
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
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)
Tip: You can log into app.spiideo.net if you are an Admin and under “Scenes” you can see the cameras belonging to your account and see if they are connected, the camera banner will turn blue when connected to Spiideo backend.
3. Why do cameras go offline? (Find the cause of it)
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 email@example.com in case no actions bring the cameras back online.