Verkada App Not Loading or Freezing? Here's the Fix

Verkada Command App Not Loading? Here’s How to Fix It

The Verkada Command mobile app is a critical tool for managing your security system on the go. When the app fails to load, freezes, or crashes, it can prevent you from viewing live feeds, responding to alerts, and managing your sites. These issues are disruptive but can typically be resolved with some basic troubleshooting.

This guide provides a clear, step-by-step process to diagnose and fix the most common problems that prevent the Verkada Command app from working correctly on your iOS or Android device.

## Step 1: Check the Verkada System Status

Before you start troubleshooting your device, it's wise to first check if the problem is on Verkada's end. A widespread service outage will affect everyone and is outside of your control.

• Visit the Verkada Status Page: Open a web browser on any device and go to status.verkada.com.
• Review the Services: This page provides real-time information on the operational status of all Verkada services, including Command, live streaming, and the mobile apps.
• If there is a major outage reported, you will need to wait for Verkada's engineering team to resolve the issue. There is nothing you need to do on your end.

Troubleshooting Your Mobile Device and App

If the Verkada status page shows that all systems are operational, the issue is likely with your local device, network, or app installation.

### 2. Force Close and Relaunch the App

This is the simplest and most effective first step. It clears the app from your device's active memory and allows it to start fresh, which can resolve many minor glitches.

• On iOS (iPhone with Face ID): Swipe up from the bottom of the screen and hold. Swipe left or right to find the Verkada app, then swipe up on the app's preview to close it.
• On iOS (iPhone with Home Button): Double-press the Home button to show your most recently used apps. Swipe left or right to find the Verkada app, then swipe up on its preview to close it.
• On Android: Open the Settings app, go to 'Apps', find and tap on 'Verkada Command'. Tap the 'Force Stop' button.

After closing the app, wait a few seconds and then tap the app icon on your home screen to launch it again.

### 3. Check Your Network Connection

The Verkada Command app requires a stable internet connection to load camera feeds and organisational data.

• Test Your Wi-Fi and Mobile Data: If you are on Wi-Fi, try turning it off and using your mobile data (4G/5G). If you are on mobile data, try connecting to a reliable Wi-Fi network. If the app loads on one connection but not the other, you have identified a problem with that specific network.
• Run a Speed Test: Poor network performance can prevent video feeds from loading. Use a speed test app to ensure you have a stable connection with reasonable download speeds.
• VPN or Firewall Issues: If you are on a corporate network or using a VPN, security settings might be blocking the connection to Verkada's servers. Try disconnecting from the VPN or switching to a different network to see if that resolves the issue.

### 4. Clear the App Cache (Android Only)

Over time, an app's cache can become corrupted, leading to loading or freezing issues.

1. Open your device's Settings app.
2. Go to 'Apps' or 'Apps & notifications'.
3. Find and tap on 'Verkada Command'.
4. Tap on 'Storage & cache'.
5. Tap the 'Clear Cache' button. Do not tap 'Clear Storage' or 'Clear Data' at this stage, as this will log you out and reset all settings.
6. Relaunch the app.

### 5. Restart Your Device

A full reboot of your smartphone can resolve deeper system-level glitches that might be affecting app performance.

• Press and hold the power button on your device and follow the prompts to 'Restart' or 'Power Off' and then turn it back on.

### 6. Update or Reinstall the Verkada App

An outdated version may have bugs that have been fixed in a newer release.

• Update the App: Go to the Apple App Store or Google Play Store, search for 'Verkada Command', and see if an 'Update' button is available.
• Reinstall the App: If updating doesn't work, the app's installation itself may be corrupt.
  1. Press and hold the Verkada app icon on your home screen and select the option to 'Uninstall' or 'Delete App'.
  2. Once removed, go back to the App Store or Google Play Store.
  3. Search for 'Verkada Command' and install it again.
  4. You will need to log in with your credentials again.

If you have followed all of these steps and the Verkada Command app is still not loading, it may indicate a more specific issue with your account or device. At this point, you should contact your organisation's administrator or Verkada Support for further assistance.