Experiencing Mobotix Cloud Storage Problems?
Utilising Mobotix Cloud for your video storage provides a secure and accessible way to manage your recordings. However, when you encounter issues like failed uploads or an inability to connect, it can disrupt your security operations.
This guide is designed to help you diagnose and resolve the most common problems associated with Mobotix cloud storage, getting your video streams flowing securely to the cloud again.
Step 1: Verify Network Connectivity and DNS
The most fundamental requirement for cloud storage is a stable and correctly configured network connection.
- Check Camera's Internet Access: Confirm that the camera itself has a working connection to the internet. From the camera's web interface or your network router, check if the camera has a valid IP address. You can try to ping an external address (like 8.8.8.8) from the camera's network diagnostics menu if available.
- Restart Network Equipment: A simple but often effective step is to restart your Mobotix camera, as well as your network switch and router. This can clear up temporary glitches that are preventing a connection.
- DNS Configuration: The camera needs to be able to resolve the Mobotix cloud server's domain name. Ensure the camera's network settings are configured to use a reliable DNS server, such as your router's default, or a public one like Google's (8.8.8.8) or Cloudflare's (1.1.1.1).
Step 2: Check Cloud Subscription and Service Status
Before diving deeper into technical issues, ensure the problem isn't with the service itself.
- Subscription Status: Log into your Mobotix Cloud portal or account dashboard. Verify that your subscription is active, paid, and that you have not exceeded your storage quota.
- Service Outages: Check the official Mobotix status page or support channels for any announcements about ongoing service outages or maintenance that could be affecting your region.
Step 3: Synchronise Camera Date and Time
Accurate timekeeping is crucial for the secure authentication protocols used by cloud services.
- NTP Synchronisation: Log into your Mobotix camera's web interface. Navigate to the Time and Date settings and ensure the camera is configured to synchronise with an NTP (Network Time Protocol) server.
- Time Zone: Double-check that the camera's time zone is set correctly for its physical location. A significant discrepancy between the camera's timestamp and the server's time can lead to connection rejections.
Step 4: Review Firewall and Port Forwarding Rules
Your network's firewall could be inadvertently blocking the camera's communication with the cloud servers.
- Outbound Traffic: Mobotix cameras need to be able to initiate outbound connections to the cloud. Check your firewall's settings to ensure it is not blocking outbound traffic from the camera's IP address.
- Required Ports: Consult the Mobotix Cloud documentation for a list of specific TCP/UDP ports and server addresses that are required for communication. You may need to add specific 'allow' rules to your firewall to permit this traffic. While typically no inbound port forwarding is needed, ensuring outbound traffic is unrestricted is key.
Step 5: Update Camera Firmware
Firmware updates often contain important security patches and bug fixes that can resolve connectivity issues with cloud platforms.
- Check for Latest Version: Log into your camera and check the current firmware version. Compare this with the latest version available on the Mobotix support website for your specific camera model.
- Install Updates: If your firmware is outdated, follow the manufacturer's instructions to update it. This can often solve persistent and unexplained connection problems.
By methodically working through these steps, you can identify and rectify the vast majority of issues preventing your Mobotix camera from reliably connecting and recording to the cloud.