Trouble Shooting Help – No Image Coming Through

If your camera is not sending images to your remote cloud host, there has been either a failure with the hardware or a loss of signal with your 3G/4G network provider. Here is what we can do to help trouble shoot.

Step 1: Determine if its a Hardware fault or Signal issue

TRY TO ACCESS THE CAMERA REMOTELY WITH ITS EXTERNAL IP ADDRESS
What does this do ? Confirms there is an error somewhere, remember up to now we only have the hint that something is wrong, due to no image transfer to the Cloud Folder. When you enter the external IP address into your web-browser, it should bring up the GUI log in page of the camera.

TRY TO THE ACCESS THE REMOTELY WITH ITS EXTERNAL IP ADDRESS

  • No access to the Router 

If you can not access the router’s GUI, this hints that the failure of image transfer is because there is a problem with the router. This could be hardware failure (low chance) or signal loss due to a 3G mast being down (more probable).

Now try to determine if its a hardware fail or a mast down. You can check on a mast being down by using an on-line mast checker. http://www.o2.co.uk/coveragechecker

Outcome 1: Mast down, signal loss: You or we contact the carrier and report it. Then wait for the fix.

Outcome 2: No mast down, points towards a required site visit, to check hardware and cables. Now see physical hardware checks.

  • Able to access the router

If you can access the router remotely, this hints that the fault is with the physical hardware after the Router: The Camera or POE injector has gone faulty or a cable is loose.

RECAP 

  1. If you can’t access the camera remotely, it confirms our suspicion that something is wrong.
  2. If you can’t access the Camera but can the router, it points there is a hardware fail, with the camera, poe injector or cable.
  3. If you can’t access the camera and you can’t access the router, it points there is a signal loss with the network, or router hardware fail.

This first part of troubleshooting can be done by us.

ON-Site Hardware Check

With the remote trouble shooting above, we should of already determined if it looks like an On-site Hardware Fail

If we can not access the router remotely and there seems to be no local mast issues, it points that the Router is down.

STEP 1: On site open the enclosure and check to see if there are any LED lights lit on the router.

  • LED lights lit on Router: NO: This confirms the router has failed, but also check the power lead and socket.

Fix Step. An RMA needs to be opened for the router and a replacement can be sent

  • LED lights lit on Router: YES: This confirms the point of failure is with the Camera, POE injector or cable.

POE INJECTOR CHECK

First thing to check, is the cables and POE injector. We do this first as taking the camera down can be the most time consuming, so we do that last. First we need to see if any changes can re-power the camera.

STEP 1: Take your spare POE injector to site, swap it out, does the camera now power up ? if it does, this points that the POE injector has failed.

3 WAYS TO CHECK IF THE CAMERA IS GETTING POWER ?

  1. There are 2 RED lights on the camera, that will hold on for around 5 seconds when it has power
  2. The Green LED light on the Routers LAN port will turn green (image above)
  3. Log into the Router & Check the LAN section within the Routers GUI

STEP 2: If the camera did not power with the change of POE injector, its now pointing at either a cable fault or camera

ETHERNET CABLE CHECK

SMALL ONE: Which connects the Router to the POE injector, swap this out and check again if the camera has power and is connected.

If nothing thus far has powered the camera, its now at a stage where it looks to be a Camera hardware fault, but still a possibility it could be the long black external cable, which runs from the POE injector “OUT” – Either or, we are now at a stage where we need to take the camera down.

LONG ONE: Using your spare Ethernet cable, change this with the long one. Plug it into the “OUT” on the POE injector and into the camera. Again does the camera power and connect ?

YES ? It was a faulty camera cable…. NO ? It can only be the Camera

CAMERA CHECK

First, check the Pigtailed RJ45 connector that your outdoor cable plugs into, is there any signs of damage ?

Then, using your spare POE injector and spare Ethernet cables, set a dummy network up exactly the same as the one in your Enclosure. Steps to follow:

  1. Plug your spare POE Injector into a mains
  2. Plug your spare Ethernet cable into LAN 1 and then into the “IN” port on the POE Injector
  3. Plug your 2nd spare Ethernet cable into the “OUT” Port of the POE Injector and into the Camera – If there are still no indication of the camera getting power, the camera must of failed

Action to this. We need to open an RMA and swap it out.