Avigilon Camera Offline? Troubleshooting Guide
An Avigilon camera showing an 'offline' status in the Avigilon Control Center (ACC) is a critical issue that compromises your security surveillance. This status indicates a loss of communication between the camera and the server, meaning no video is being recorded or monitored from that device. This guide provides a systematic approach to diagnosing and resolving the connectivity issues to bring your camera back online.
We will cover the most common causes for an Avigilon camera going offline, from basic physical checks to more advanced network diagnostics. Follow these steps to efficiently identify and fix the problem.
Common Symptoms of an Offline Camera
While the primary symptom is the 'offline' status in the ACC software, other signs can help you diagnose the issue:
- No Live Video: The camera feed is black or shows a "Video Loss" error.
- Camera Not Found: The camera does not appear in the Avigilon Camera Configuration Tool or when scanning for new devices.
- No LED Lights: The network port LEDs on the camera are not lit or flashing, indicating no power or network link.
- Intermittent Connection: The camera frequently switches between online and offline states.
- Ping Request Fails: The camera’s IP address does not respond to a ping request from a computer on the same network.
Step-by-Step Troubleshooting
Work through these steps methodically to find the source of the problem.
1. Check Physical Connections and Power
Start with the most common and simplest causes.
- Inspect the Ethernet Cable: Ensure the network cable is securely plugged into both the camera and the network switch or PoE injector. Look for any visible damage to the cable. If possible, test with a known working cable.
- Verify Power Source: Most Avigilon cameras are powered via Power over Ethernet (PoE). Check the PoE switch or injector to ensure it is powered on and the port connected to the camera is active. Look for link/activity lights on the switch port.
- Check Camera LEDs: Observe the LED indicators on or near the camera’s Ethernet port. A solid green light typically indicates a good network link, while a flashing amber or yellow light indicates network activity. If there are no lights, it's likely a power or cable issue.
2. Verify Network Configuration
If the physical connections are secure, the problem may lie in the network settings.
- Confirm IP Address: Ensure the camera has a valid and unique IP address on the correct subnet. Use the Avigilon Camera Configuration Tool to discover cameras on your network. If the camera has a default IP (e.g., 169.254.x.x), it means it failed to get an address from your DHCP server.
- Check for IP Conflicts: An IP address conflict occurs when two devices on the same network have the same IP address. Ping the camera's IP address from a command prompt. If you get a reply while the camera is disconnected, another device is using that address.
- Verify Subnet and Gateway: In the camera's network settings, confirm that the subnet mask and default gateway are correctly configured for your network. An incorrect gateway will prevent communication across different subnets.
3. Use Diagnostic Tools
Leverage Avigilon's tools and standard network utilities.
- Avigilon Camera Configuration Tool: This software is essential for finding, configuring, and diagnosing Avigilon cameras. Use it to scan for the camera and access its web interface.
- Ping Test: Open a command prompt on a computer on the same network and type
ping [camera_IP_address]. A successful ping will show replies from the camera. If it times out, there is a fundamental connectivity problem. - Access Camera Web Interface: Try to access the camera's web-based interface by typing its IP address into a web browser. If you can access this page, the camera is online, and the issue is likely with its connection to the ACC server.
4. Check the ACC Server and Firewall
If the camera seems to be on the network but is not connecting to the server:
- Server Connectivity: Ensure the ACC server is running and can ping the camera's IP address.
- Firewall Rules: Check any firewalls between the camera and the server. Ensure that the necessary ports for Avigilon communication are open. Corporate firewalls can sometimes block the required traffic.
Advanced Steps
If the camera is still offline after these checks, try a factory reset of the camera. This will revert it to its default settings, and you will need to reconfigure it from scratch. If even a factory reset doesn't resolve the issue, it could indicate a hardware failure, and you should contact Avigilon technical support for further assistance.