Troubleshooting Verkada App Connection Issues
As a professional security platform, reliable access to your Verkada cameras and systems via the Command mobile app is essential. When the app fails to connect, it can hinder your ability to monitor live footage, respond to incidents, and manage your sites effectively. This guide provides a structured approach for users and administrators to diagnose and resolve connectivity problems with the Verkada Command app.
### Initial Diagnostics: User and Device Checks
Start by ruling out the most common and simple issues related to your mobile device and the app itself.
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Verify Internet Connectivity: Ensure your smartphone has a stable internet connection. Test this by opening a web browser and navigating to a reliable website. The Verkada app requires a consistent data stream to connect to the cloud platform. If you are on Wi-Fi, check the signal strength; if you are on mobile data, check that you have good coverage.
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Check the Verkada Service Status: Before you begin extensive troubleshooting, it's wise to check if the problem is with the Verkada service itself. Verkada maintains a public status page that provides real-time information on system performance and any ongoing incidents or maintenance. You can visit
status.verkada.comto see if there are any active issues that could be preventing you from connecting. -
Restart the Application: A simple force-close and restart of the Verkada Command app can often resolve temporary glitches or a frozen state.
- On iOS: Swipe up from the bottom of your screen to open the app switcher, then swipe the Verkada app card away.
- On Android: Go to Settings > Apps, select the Verkada Command app, and tap 'Force Stop'.
- After closing it, relaunch the app and attempt to log in again.
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Update the Verkada Command App: Using an outdated version of the app can cause compatibility issues. Visit the Apple App Store or Google Play Store, search for "Verkada Command," and install any available updates.
Network Troubleshooting: Firewalls and Connectivity
If the initial steps fail, the problem likely lies with the network connection between your device and Verkada's cloud servers.
### Corporate and Guest Network Restrictions
This is one of the most common causes of connection issues in a corporate environment.
- Firewall Policies: Many organisations have stringent firewall rules that restrict traffic to and from the internet. The Verkada app needs to communicate over specific ports and to certain domains to function. If these are blocked by your corporate firewall, the app will fail to connect.
- Content Filtering: Web and content filters can also mistakenly flag and block traffic to Verkada's services.
- Troubleshooting Step: To quickly determine if the local network is the issue, temporarily disconnect from the Wi-Fi and try connecting using your mobile data (4G/5G). If the app connects successfully on mobile data, the problem is with the Wi-Fi network. You will need to contact your IT administrator and ask them to ensure that Verkada's required network settings are whitelisted on the firewall. Verkada provides a list of required ports and hostnames in their official documentation for this purpose.
Account and Permission Verification
Your ability to connect and view data is also dependent on your user account settings within the Verkada Command platform.
- Check User Permissions: As a user, you must be granted the appropriate permissions by an administrator to access specific cameras, sites, or features. If you can log in but cannot see any cameras or data, it's likely a permissions issue.
- Contact Your Administrator: Reach out to the Verkada administrator within your organisation. Ask them to review your user account in the Command dashboard and verify that you have the correct access levels and site permissions assigned to your profile.
- Single Sign-On (SSO): If your organisation uses SSO for authentication, there could be an issue with the SSO provider. Check if you can log in to other company applications that use the same SSO service. If not, the problem lies with your SSO identity provider, and you should contact your IT helpdesk.