This guide will help with troubleshooting cameras that have gone offline.
Before asking the customer to reboot the camera or switch, check the version of the appliance firmware and update if needed.
Regardless of whether these steps resolve the problem, we'd like you to open a ticket with Support so that we can perform a root cause analysis.
1. Check the status of your Spot appliance. Navigate to your dashboard and verify that the Spot appliance is indeed still connected. Also, verify if all your cameras are offline or only certain ones.
1a. In the event the appliance is not connected. Please double-check your connections and reboot the appliance.
1b. If a reboot doesn't bring the appliance back online, there's a hard drive activity light on the front of the appliance next to the power button. Check if this is lighting up or flickering. If not, reach out to support.
2. If the appliance is connected, then power cycle the POE network switch. It should look something like this:
Unplug the switch for 20 seconds, then plug it back in again. It will usually take the camera about 5 minutes to show as connected.
3. If the above steps haven't resolved the issue, check:
- If the camera's connection to the switch is properly connected
- Are all the connections on the switch showing as off (no flashing lights) or are just some
- Verify the lights flashing on the switch
4. As a last-ditch effort, factory reset the camera
In the event the cameras still show offline, please reach out to our Spot AI support team.
Essential information to provide in the ticket:
- A detailed problem statement. e.g.:
"8 cameras offline at Holmes Car Wash at the Baker Street location"
Optional useful information (Providing as many details as you can speed up the solution):
- The make & model number of your non-Spot equipment (including cameras and networking equipment like your switch).
- The IP address of one of the offline cameras.
- Are the cameras connected to a DHCP server (e.g. on the same subnet as the router)?
- The login credentials for the cameras. If you don’t know the login credentials, check whether they are stored on the existing NVR.
- The DHCP range from your router.
- Provide a diagram of your network to show how the appliance, cameras, switch, and router are connected to each other.
Example 1 (flat network):
Example 2 (segmented/hierarchical network):
We hope this article was useful to you, please leave us a comment or feedback as it will help us improve our customer support center.