What to Do When a Verkada Camera is Broken
Verkada cameras are built to be durable and resilient, often housed in vandal-resistant casings. However, in the event of a determined attack, an accident, or extreme environmental stress, a camera can be physically broken. Discovering a damaged Verkada camera requires a clear and professional response to ensure safety, secure evidence, and begin the replacement process.
This guide is intended for Verkada administrators and operators, outlining the immediate steps to take after finding a broken camera and how to navigate the support and replacement process.
Initial Response and Safety Assessment
Your first priority is safety and documentation. Do not rush to handle the damaged equipment.
1. Assess the Scene for Hazards
Before touching anything, perform a quick safety check of the area.
- Electrical Hazard: If the camera's wiring is exposed, especially in a wet or damp environment, there is a potential risk of electric shock. Do not touch the camera or its cables.
- Physical Hazard: If the camera is hanging loosely from its mounting or if there are broken pieces of glass or plastic, be mindful of potential falling debris.
2. Secure and Document the Evidence
If the damage is due to vandalism or a security incident, documentation is a critical step.
- Take Photographs: Using your phone or another camera, take wide shots of the scene and close-up shots of the damaged camera from multiple angles. This documentation is invaluable for police reports and insurance claims.
- Preserve the Scene: Avoid moving or disturbing the damaged equipment more than necessary until you have fully documented it.
3. Archive Relevant Footage
If the camera is still connected and showing as 'Online' in Verkada Command, you must act quickly to save any relevant footage.
- Log into Command: Access your Verkada Command platform immediately.
- Select the Camera: Navigate to the damaged camera's feed.
- Create an Archive: Identify the footage leading up to and during the incident that caused the damage. Create and save an archive of this video. The camera's onboard storage is inaccessible once the device is offline or removed, so this is your only chance to retrieve the evidence it captured.
The Verkada Support and Replacement Process
Verkada is known for its streamlined support and robust hardware warranty.
1. Understanding the Verkada 10-Year Warranty
All Verkada cameras come with a comprehensive 10-year hardware warranty. It's important to understand what this covers:
- Covered: The warranty covers hardware failure and defects that occur during normal operation. If a component inside the camera fails on its own, it will be replaced.
- Not Covered: The warranty typically does not cover damage resulting from external causes. This includes intentional vandalism, accidental damage (e.g., being hit by a vehicle), improper installation, or damage from natural disasters ('Acts of God').
Even if the damage is not covered by the warranty, you must still go through Verkada support to procure a replacement unit.
2. Contacting Verkada Support
The most efficient way to report the issue is directly through your Command portal.
- Find the Camera Serial Number: You can find this on the device itself (if accessible), on its original packaging, or within the camera's settings page in Command.
- Initiate a Support Ticket: Log into Command, go to the help section, and create a new support ticket.
- Provide Detailed Information: In your ticket, include the camera's serial number, a clear description of the damage, the time the incident occurred, and attach the photos you took. State clearly that you need to process a replacement for a physically damaged unit.
The Verkada support team will review the case, determine the warranty status, and provide you with a quote for a replacement unit if the damage is not covered. They will then guide you through the process of ordering and shipping the new camera.
3. Decommissioning the Old Device
Once you have arranged for a replacement, you will need to remove the old camera from your Command organisation.
- In Command, navigate to the settings for the broken camera.
- Use the 'Delete Camera' option to remove it from your dashboard. This will free up the license to be used with the new replacement camera.
By following this structured approach, you can handle the unfortunate event of a broken camera professionally, ensuring that evidence is preserved, safety is maintained, and your security coverage is restored as quickly as possible.