How to Troubleshoot a Verkada Camera That Has Stopped Working
If your Verkada camera has suddenly stopped working or appears offline in Command, it can be a significant concern. Fortunately, most issues can be resolved with a few systematic checks. This guide will help you diagnose and fix the problem, ensuring your security is restored as quickly as possible.
## Step 1: Check the Camera's LED Status Indicator
The LED light on your Verkada camera is the most immediate diagnostic tool you have. It provides a quick overview of the camera's status.
- No Light: This indicates a power issue. The camera is not receiving any power from its source.
- Solid Orange: The camera is booting up. This is normal after it first receives power. If it remains solid orange for an extended period (more than a few minutes), it may be stuck in a boot loop.
- Flashing Orange: The camera is in the process of updating its firmware. Do not unplug the camera during this time.
- Flashing Blue: The camera is connected to the local network but cannot reach the Verkada Command servers. This often points to a firewall or DNS issue.
- Solid Blue: The camera is powered on, connected, and recording. This is the normal, healthy state.
## Step 2: Verify Power and Network Connections
A Verkada camera's reliability is built on its wired connection. Physical connectivity issues are a common cause of downtime.
- Check the Ethernet Cable: Ensure the Ethernet cable is securely plugged into the camera at one end and the Power over Ethernet (PoE) switch or injector at the other. Look for a loose connection or any visible damage to the cable.
- Confirm PoE Supply: Verkada cameras are powered via PoE. Verify that the network switch port it's connected to is providing power. Check the switch's indicator lights for that port. You can try plugging the camera into a different PoE port that you know is working.
- Test the Cable: If possible, test the Ethernet cable with another device or use a cable tester to rule out a faulty cable.
### Step 3: Investigate Network and Firewall Settings
If the camera has power (indicated by an orange or blue light) but isn't showing up in Command, the issue is likely network-related.
- Check Network Port: Ensure the port on the switch is active and not disabled. Plug a laptop into the same Ethernet cable to confirm you can get a network connection.
- Firewall Rules: This is a common culprit. Verkada cameras need to communicate with the cloud for management and storage. Your network's firewall must allow outbound traffic on specific ports. Refer to Verkada's official documentation for the latest list of required hostnames and ports that need to be whitelisted.
- DNS Resolution: The camera must be able to resolve Verkada's domain names. If your network has custom DNS settings, ensure they are correctly configured and can resolve external addresses.
## Step 4: Contacting Verkada Support
If you have worked through all the steps above and the camera is still not working, it may be time to contact official support. Before you do, gather the following information:
- The camera's serial number.
- The status of the LED light and its colour/pattern.
- A description of the troubleshooting steps you have already taken.
- Any recent changes to your network configuration.
Providing this information will help the support team to diagnose the problem much more efficiently.