Camera Unreachable Troubleshooting Tips

Introduction

There are a few possible reasons why a camera’s view in the VCS may have an “Unreachable” message in it’s window. The following steps may be used to attempt to resolve this and bring the camera back online in the VCS.

Troubleshooting Steps

• System Administrators Steps
• Use SSH software to connect to the server that the unreachable camera is connected to. Or if possible, go directly to the physical server, log in, and open up a terminal window.
• From the terminal window, attempt to ping the camera that is unreachable. If there is a response, we know there is most likely an issue within the VCS software camera settings. If there is no response, often times the issue is with the physical camera or the network.
• Camera Settings Steps
• If you’ve verified that the server can communicate with the camera, there may be an error in the camera’s VCS settings
• To confirm there is no issue in the camera’s settings check and confirm these settings in the Admin Utility:
• IP Address
• Username/Password
• Camera Model
• Enabled Checkbox

• Physical Camera / Network Steps
• Verify that the camera is powered - go to the network switch the camera is connected to and check the switch port that camera is plugged in to. If the port’s light is off, the camera is not currently powered.
• Unplug and re-plug the cable back into the port to cycle power. Verify that the cable is seated correctly in the switch port.
• More advanced troubleshooting steps may need to involve an installation technician. Contact Acuity Support to set up a service call if needed.