Troubleshooting Guide: Avigilon Camera Showing No Video
An Avigilon camera that fails to display video is a critical issue that compromises your security surveillance. This problem can manifest as a black screen in the Avigilon Control Center (ACC), an 'Offline' status, or a connection error. Resolving this requires a systematic approach, starting from the physical connections and moving towards software configuration.
This comprehensive guide will provide you with the steps needed to diagnose and fix the 'no video' issue with your Avigilon security cameras.
### Step 1: Verify Physical Connections and Power
The most fundamental reason for a camera to fail is a lack of power or a poor network connection. Don't overlook these basic checks.
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Check Power Source (PoE or External):
- Power over Ethernet (PoE): Most Avigilon cameras are powered via PoE. Check the PoE switch or injector that the camera is connected to. Look for indicator lights on the port corresponding to the camera. Is the light on? Does it indicate that power is being supplied? Try plugging a known working device into the same port to confirm the port is active.
- External Power Supply: If your camera uses a separate power adapter, ensure it is securely plugged in at both the camera and the power outlet. Use a voltmeter to check if the adapter is outputting the correct voltage.
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Inspect Network Cabling:
- A faulty or disconnected network cable is a common culprit. Ensure the Ethernet cable is securely clicked into place at both the camera's port and the switch's port.
- Look for the link lights on the camera's network port (if visible) and the switch port. A solid or blinking green light typically indicates a successful network link. If there are no lights, try a different, known-working network cable or a different port on the switch.
## Step 2: Network and IP Address Verification
If the physical connections are secure, the next step is to investigate the camera's status on the network.
### Confirm the Camera is on the Network
- Ping the Camera's IP Address: You will need to know the IP address of the camera. If you have it, use the Command Prompt (on Windows) or Terminal (on Mac) to send a 'ping' command to the camera (e.g.,
ping 192.168.1.50). If you get a reply, it means the camera is online and responding. If the request times out, the camera is not reachable on the network. - Use the Avigilon Camera Configuration Tool: Avigilon provides a tool that can discover cameras on your network. Run this tool to see if the camera in question appears. This can help you find the camera even if its IP address has changed.
### Check for IP Address Conflicts
An IP address conflict occurs when two devices on the same network have the same IP address. This can cause intermittent or total loss of connection to your camera. Ensure that no other device is using the same IP address as your Avigilon camera.
## Step 3: Avigilon Software and Camera Configuration
If the camera is powered on and responding on the network, the issue may lie within the software configuration.
- Check Camera Status in ACC: In the Avigilon Control Center, go to the site setup and find the camera in the device tree. What status does it show? Does it show 'Disconnected' or 'Error'?
- Verify Credentials: Double-check that the username and password used to connect the camera in ACC are correct. If you have recently changed the camera's password, you must update it in ACC as well.
- Firewall Rules: A firewall on your server or network could be blocking the video stream. Temporarily disable the firewall to see if the video appears. If it does, you will need to create a specific rule to allow traffic from the camera on the required ports.
- Camera Web Interface: Try to access the camera directly via its web interface by typing its IP address into a web browser. If you can log in and see a live video stream here, then you know the camera hardware is working correctly, and the problem lies with the connection between the camera and the ACC server.
If all else fails, performing a factory reset on the camera can sometimes resolve underlying firmware issues. However, be aware that this will erase all settings, and you will need to reconfigure the camera from scratch. Always consult the camera's documentation before performing a reset.