Troubleshooting

Symptom, first check, next step

Find the symptom and work through the steps in order. If no row matches the problem, send the model number and a description of the issue.

The discovery tool does not find the camera

First check: Check power and the network connection, then run SearchConfig Tool.

Next step: Check the IP settings against the manual for the exact model. If the device still does not appear, send its model number and describe the connections.

No picture on the recorder's PoE port

First check: Check the exact camera and recorder variants, power and device registration settings.

Next step: For a mixed-brand system, also check the supported connection method. Include the recorder's error message when requesting help.

Live video works, but motion alerts do not

First check: Check that both devices support the required event and that event handling is configured.

Next step: A working live view does not confirm this. Include the firmware versions when requesting help.

Forgotten password

First check: Follow the manufacturer's password reset instructions for the exact model.

Next step: If you need help, send the model and serial numbers. Do not send your password.

The night picture is grainy

First check: Check the camera's night mode and illumination settings against the manual for the exact model.

Next step: If it does not improve, send one daytime and one night-time sample image, together with the exact model number. The images and settings are needed to identify the cause.

Need help with the installation?

Send the exact camera and recorder models, the problem and what you have already tried. We reply by email. Do not send passwords.

On working days we reply the same day.

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