Avigilon Camera Keeps Disconnecting? Stability Guide

Resolving Intermittent Disconnections in Your Avigilon System

A stable and reliable connection is the bedrock of an effective Avigilon security system. When cameras frequently disconnect from the Avigilon Control Center (ACC) server, it creates blind spots in your surveillance coverage and undermines the integrity of your security operations. These intermittent connection drops are often symptoms of underlying network or hardware issues.

This professional troubleshooting guide will walk you through the common causes of Avigilon camera disconnections and provide systematic solutions to diagnose and rectify the problem, ensuring a robust and stable video feed.

Tier 1: Network Infrastructure Diagnosis

The physical network layer is the most common source of connectivity problems.

1. Conduct a Ping Test for Packet Loss

A ping test is a fundamental network diagnostic tool. It sends small data packets to a device to measure response time (latency) and check for any lost packets.

• How to Perform the Test:
  1. Open the Command Prompt (on Windows) or Terminal (on macOS) on a computer connected to the same network as the camera.
  2. Type ping [camera_IP_address] -t and press Enter. (The -t flag creates a continuous ping).
  3. Let the test run for several minutes, especially during times when you notice the disconnections.
• Interpreting the Results:
  • Stable Reply: A consistent reply with low latency (e.g., Reply from 192.168.1.50: bytes=32 time<1ms TTL=64) is good.
  • "Request timed out": This indicates a lost packet. Occasional timeouts are not a major concern, but if you see several in a row or a high percentage of loss, you have a significant network issue.
  • High or Spiking Latency: If the "time=" value is high or fluctuates wildly, it points to network congestion or a failing hardware component.

2. Inspect Cabling and Switch Ports

• Cable Integrity: Check the entire length of the Ethernet cable running to the camera. Look for physical damage, sharp bends, or proximity to sources of electromagnetic interference (EMI) like power cables or fluorescent light ballasts.
• Port Status: Observe the link and activity lights on the network switch port connected to the camera. If they are flashing erratically or are off, it indicates a problem.
• Isolate the Fault:
  • Change Ports: Connect the camera's cable to a different port on the switch.
  • Use a Patch Cable: Connect the camera to the switch using a short, known-good patch cable to rule out the long cable run as the culprit.

Tier 2: Power and IP Configuration

1. Verify Power over Ethernet (PoE) Supply

Insufficient or unstable power is a leading cause of camera reboots and disconnections.

• Power Budget: Calculate the total power consumption of all devices connected to your PoE switch. Ensure that the switch's total PoE power budget is not being exceeded. High-power cameras like PTZ, multi-imager, or those with powerful IR illuminators are demanding.
• Night-time Failures: A common symptom of a power budget issue is cameras disconnecting at night when their IR illuminators switch on, suddenly increasing their power draw.
• Use a PoE Injector: As a test, power the problematic camera using a dedicated PoE+ injector. If the connection stabilises, it strongly suggests the switch's power supply is inadequate.

2. Eliminate IP Address Conflicts

An IP address conflict is when two devices on the network are assigned the same IP address. This causes unpredictable connectivity for both devices.

• Best Practice: The best way to prevent this is to avoid using DHCP for critical infrastructure like security cameras.
• Solution: Assign a static IP address to every camera and record it in your network documentation. Ensure each address is unique and falls outside the range used by your DHCP server to avoid accidental duplication.

Tier 3: Software and Configuration

1. Check for Firmware Mismatches

Avigilon regularly releases firmware updates for cameras and new versions of the ACC software to enhance performance and fix bugs.

• Compatibility: Ensure that your camera's firmware version is officially compatible with the version of ACC Server you are running. A significant mismatch can sometimes lead to instability.
• Update Systematically: When updating, follow the recommended upgrade path. Update the ACC software first, followed by the camera firmware.

2. Analyse Network Traffic

• Bandwidth Saturation: Are there other high-bandwidth applications on the same network segment? Large file transfers or other streaming services could be causing network congestion, leading to dropped packets for the camera stream.
• VLANs: For larger installations, it is best practice to segregate CCTV traffic onto its own Virtual LAN (VLAN). This isolates the camera traffic from general office or data traffic, preventing congestion and improving security.

By methodically addressing these potential points of failure, from the physical layer up to the software configuration, you can effectively troubleshoot and resolve the root cause of your Avigilon camera disconnections.