Identifying and Responding to a Verkada Hardware Failure
Verkada systems are known for their reliability and robust build quality, backed by an industry-leading 10-year hardware warranty. However, like any electronic device, hardware failures can occasionally occur.
Recognising the signs of a genuine hardware failure is key to a swift resolution. This guide, written in professional British English, will help you distinguish between a simple connectivity issue and a potential hardware fault, and explain the correct procedure to follow.
## Key Indicators of a Potential Hardware Failure
While a camera being offline can be caused by many factors (network outage, cabling issue), certain symptoms point more directly towards a problem with the device itself.
### 1. The Camera Status LED
The small LED light on your Verkada camera is the most important diagnostic tool.
- Solid Amber (or Orange): This is the most definitive sign of a hardware problem. A solid amber light indicates that the camera is receiving power but has failed to boot up its operating system correctly. It is not a network issue.
- Solid Red: A solid red light can also indicate a hardware fault, similar to a solid amber light.
- No Light at All: If the LED does not light up at any point after being connected to a known-good power source, it may indicate a complete power failure within the device.
(Note: A flashing blue light indicates a successful boot-up and connection, while a flashing amber light indicates the camera is booting or has no internet connection, which is typically a network issue, not a hardware failure.)
### 2. The Camera is Unresponsive to a Known-Good Connection
This is the primary troubleshooting step to isolate the camera as the point of failure.
- Source a Known-Good PoE Port: Find a network port that you are 100% certain is providing the correct PoE (or PoE+) power and has a working data connection. The easiest way to verify this is to plug another working Verkada camera or PoE device into it first.
- Use a New Patch Cable: Do not use the existing cable run. Use a brand new, short, factory-made Ethernet patch cable (Cat5e or Cat6).
- Connect the Suspect Camera: Plug the camera you suspect has failed into this known-good port with the new cable.
If the camera still displays a solid amber/red light or no light at all when connected to a proven power and data source, you have effectively ruled out cabling and network issues, strongly indicating a hardware failure.
### 3. Other Physical Symptoms
While less common, you should also be aware of other physical signs.
- Unusual Noises: Any clicking, buzzing, or grinding sounds coming from the camera are abnormal and point to a mechanical failure (e.g., a failed fan or lens motor).
- Physical Damage: Obvious signs of damage, such as a cracked dome, broken lens, or signs of water ingress inside the lens, indicate a compromised unit.
- Overheating: If the camera's housing is excessively hot to the touch, it could signify an internal component failure.
## What to Do Next: The Verkada Support and RMA Process
Verkada products are not user-serviceable. Do not attempt to open or repair the device yourself, as this will void the warranty. The correct procedure is to contact Verkada's global support team.
- Gather Information: Before you call, have the serial number of the affected device ready. You can find this on the device itself or within your Verkada Command dashboard. Note down the symptoms you have observed and the troubleshooting steps you have already taken.
- Contact Verkada Support: You can contact support directly through your Command dashboard or by phone. They are available 24/7.
- Final Diagnostics: The support engineer will walk you through their own diagnostic checklist. They will verify the issue and confirm that it is a hardware failure.
- Initiate an RMA: Once the failure is confirmed, the support engineer will initiate a Return Merchandise Authorisation (RMA). Thanks to the comprehensive warranty, Verkada will typically ship a replacement unit to you promptly, along with instructions on how to return the faulty device.
By following this structured approach, you can quickly and efficiently identify a potential hardware failure and engage the proper channels for a rapid replacement.