Diagnosing a Unifi Camera Hardware Failure
Unifi Protect cameras are robust and reliable, but like any piece of electronics, they can eventually fail. When a camera suddenly drops offline and refuses to come back, it's crucial to determine if you're dealing with a simple connectivity issue or a more permanent hardware failure.
This guide will walk you through the essential troubleshooting steps to diagnose a dead or malfunctioning Unifi camera and help you determine your next course of action.
## Step 1: Rule Out Power and Cabling Issues
A significant number of suspected "dead cameras" are actually suffering from a power or connectivity problem. Before you condemn the camera, you must isolate it from its environment.
### Use a Known-Good Cable and Port
- Get a Short Patch Cable: Find a short, pre-made Ethernet cable (less than 5 metres) that you know is working correctly.
- Use a Known-Good PoE Port: Take the suspect camera down and connect it directly to a PoE (Power over Ethernet) port on your Unifi switch that you know is functioning—perhaps the one another working camera is using.
- Observe the Camera: When you plug the camera in, watch for any signs of life:
- Does the LED indicator light up, flash, or change colour?
- Can you hear the IR cut filter make a faint 'click' sound?
- Does the camera appear for adoption in your Unifi Protect controller?
If the camera powers on and works with a different cable and port, then the problem lies with your original network cable run in the wall or ceiling, not the camera itself. If the camera still shows no signs of life, proceed to the next step.
## Step 2: The Factory Reset Test
A severe firmware crash can sometimes make a camera unresponsive, mimicking a hardware failure. A physical factory reset can rule this out.
- Keep the Camera Connected: Ensure the camera is plugged into the known-good PoE port.
- Locate the Reset Button: Most Unifi cameras have a small, recessed reset button, often near the Ethernet port. You will need a paperclip or a similar tool to press it.
- Perform the Reset: Press and hold the reset button for about 10-15 seconds. The camera's LED should react, often by flashing, before rebooting into a factory default state.
- Check for Adoption: After a few minutes, check your Unifi Protect controller. The camera should appear as a new device ready for adoption.
If you perform the reset procedure and there is absolutely no response from the LED light and the device never appears for adoption, you have very strong evidence of a hardware failure.
## Definitive Signs of Hardware Failure
Here are the symptoms that almost certainly mean your Unifi camera is broken:
- No Power/No LED: The camera shows no LED activity whatsoever when connected to a confirmed PoE power source.
- Constant Rebooting (Boot Loop): The camera's LED flashes in a startup sequence, then clicks off, and repeats the cycle endlessly without ever becoming manageable in Protect.
- Stuck LED: The LED is frozen on a solid white or blue light and the camera is inaccessible.
- IR Filter Clicking: The camera's IR cut filter makes a rapid, continuous clicking sound.
- Major Video Artefacts: The video feed is present but shows severe distortion, static, or incorrect colours that are not resolved by a reboot or firmware update.
- Physical Damage: Obvious signs of water ingress (condensation in the lens), a cracked body, or a damaged Ethernet port.
## What to Do When Your Camera Has Failed
Unfortunately, Unifi cameras are sealed units and are not user-serviceable. There are no internal components that you can repair or replace.
- Check Warranty Status: Your first step is to determine if the camera is still under warranty. This is typically one year from the date of purchase, but can vary.
- Initiate an RMA: If the camera is under warranty, you need to start the RMA (Return Merchandise Authorisation) process with Ubiquiti or the retailer you purchased it from. You will need to provide the device's MAC address and proof of purchase.
- Replace the Device: If the camera is out of warranty, the only solution is to purchase a replacement.
By following this structured diagnostic process, you can confidently determine whether your camera is truly broken or just suffering from a fixable environmental issue, saving you time and potential replacement costs.