Basic Camera Troubleshooting for "No Video Stream" Situations
There are lots of situations that will result in no video stream and thus there is no one solution that will fit all situations.
So the first step in troubleshooting is to collect as much information about the camera and problem as possible. If your client sends you a message stating that his camera stopped working and includes an image of the Video portal with an error message read what this message says:
If the message says "Camera is offline" most likely the problem is on the camera end, additional investigation will be required, for typical solutions please visit this page:
General Troubleshooting for Camera is Offline
If the message says "Camera is disabled" this means that someone who has permission to update the camera in our system has disabled this camera in the Admin portal. You can review logs to determine who and when did this and re-enable the camera if you wish to do so. You can re-enable camera on the General tab of the camera's properties window in the Admin portal:
For the "Camera is offline" message first step in troubleshooting is to open "Troubleshooting" tab of the camera properties window and allow our servers to detect the problem. This process can take up to 2 minutes.
Once the automated troubleshooting is complete a summary of the problem will be shown.
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