Avigilon Camera Stopped Working? Your Step-by-Step Troubleshooting Guide
When a critical component of your security infrastructure like an Avigilon camera suddenly stops working, it can create a serious security gap. Whether the video feed has gone black, the camera shows as 'offline' in the Avigilon Control Center (ACC), or it's completely unresponsive, this guide is here to help.
We will provide professional, clear, and empathetic guidance to help you methodically troubleshoot the problem. This guide is written in British English and is aimed at helping you identify the root cause, from simple connection issues to more complex hardware faults, and get your system back to full operational status.
Level 1: Initial Triage - The Fundamentals
Start with the most common and easiest-to-fix issues. More often than not, one of these steps will resolve the problem without needing to escalate to more technical measures.
1. Check Physical Connections
A loose or disconnected cable is a surprisingly common culprit.
- At the Camera: If the camera is physically accessible, ensure the Ethernet cable is firmly clicked into the camera's port.
- At the Switch: Trace the cable back to the network switch or PoE injector it's connected to. Unplug it and plug it back in firmly. Listen for the 'click' that confirms it's seated correctly.
2. Verify Power Status
Most Avigilon cameras are powered via Power over Ethernet (PoE).
- Check the PoE Switch: Look at the network switch the camera is connected to. Find the corresponding port for the camera. You should see status lights (LEDs).
- Link Light: A solid or blinking green light usually indicates a successful network link.
- PoE Light: A solid amber or green light often indicates that power is being successfully delivered to the camera.
- No Lights? If there are no lights on the switch port, it could mean a faulty port, a dead camera, or a damaged cable. Try plugging the camera into a different, known-working PoE port on the same switch. If it powers up, the original port is likely faulty.
3. Review the Avigilon Control Center (ACC) Software
- Check Camera Status: In the ACC client, look at the system status tree. Is the camera showing a red icon, indicating it's offline?
- Review Event Logs: The ACC event logs can provide valuable clues. Look for events like 'Camera disconnected', 'Connection lost', or 'Network error' that coincide with when the camera stopped working.
Level 2: Network and Software Diagnostics
If the physical checks don't reveal the issue, it's time to investigate the network and software configuration.
Step 1: The 'Ping' Test
This is a basic network test to see if the camera is 'alive' on the network, even if it's not communicating with the ACC server.
- You will need to know the camera's IP address. You can find this in the camera's settings within ACC (when it was last online).
- Open the Command Prompt (on Windows) or Terminal (on macOS) on a computer connected to the same network.
- Type
ping [camera's IP address]and press Enter. For example:ping 192.168.1.50. - Successful Ping: If you get replies, it means the camera is powered on and connected to the network. The issue likely lies with the ACC server, firewall settings, or camera firmware.
- Request Timed Out: If the request times out, it confirms the camera is unreachable. This points back to a power, cable, or hardware issue.
Step 2: Check for IP Address Conflicts
An IP conflict occurs when two devices on the same network are assigned the exact same IP address. This can cause intermittent or total communication loss.
- Disconnect the problematic camera from the network.
- From the same computer as before, ping the camera's IP address again.
- If you still get a reply even with the camera disconnected, it means another device on the network is using that IP address. You will need to resolve this conflict by changing the IP address of one of the devices.
Step 3: Power Cycle the Camera
A simple reboot can often resolve firmware glitches.
- The easiest way to do this is to unplug the Ethernet cable from the camera (or at the switch port), wait for 30-60 seconds to allow all components to fully power down, and then plug it back in.
- Observe the camera's LEDs during its boot-up sequence (if visible) and check the switch port lights again. Wait a few minutes to see if it comes back online in ACC.
When to Escalate to Your Avigilon Partner
If you have performed all the above steps and the camera remains offline, it's time to call in professional support. The issue could be a more serious hardware failure, such as a faulty sensor, mainboard, or internal power component.
Your Avigilon partner or certified installer has the diagnostic tools and expertise to:
- Perform advanced hardware diagnostics.
- Conduct a factory reset of the camera if necessary.
- Process a warranty replacement (RMA) if the unit is deemed faulty.
Do not attempt to physically open the camera's housing, as this will void the warranty and could cause irreparable damage.