Verkada Installation Problems? A Troubleshooting Guide
Verkada cameras are designed for a streamlined, plug-and-play installation process. However, network complexities or simple oversights can sometimes lead to setup issues. If you're having trouble getting your new Verkada camera online, this guide will walk you through the most common problems and their solutions.
### The Key: Understanding the Status LED
The single most important diagnostic tool you have is the status LED light on the camera itself. Its colour and pattern will tell you exactly what's happening with the device.
- Solid Orange: The camera has power but cannot connect to the network or reach Verkada's servers. This is a network issue.
- Flashing Orange: The camera is in the process of booting up or is downloading and installing a firmware update. Be patient and wait for it to finish.
- Flashing Blue: The camera is connected to the network but has not yet been "claimed" (added) to your Verkada Command account.
- Solid Blue: The camera is powered, connected, and running correctly. This is the goal state.
## Problem 1: The Camera Cannot Be Claimed
You've entered the serial number in Command, but the "Claim Camera" button is greyed out or you receive an error.
Cause: A camera can only be claimed once it has successfully connected to the Verkada cloud. This issue is a symptom of a deeper connectivity problem.
Solution: Do not focus on the Command portal yet. Instead, look at the camera's status light. Your goal is to get the light to turn solid blue. Once you achieve that, the camera will become claimable in Command.
## Problem 2: The Status Light is Solid Orange
This is the most common installation problem. It means the camera has power from the PoE (Power over Ethernet) switch, but it cannot get an internet connection.
Solutions:
### Check the Physical Connection
- Cable: Ensure you are using a known-good Ethernet cable. Test the cable with another device, like a laptop, to confirm it works.
- Port: Confirm the port on the switch or patch panel is active and providing PoE. Plug another PoE device (like another camera or a VoIP phone) into the same port to verify.
### Check Network and Firewall Settings
Verkada cameras need to make outbound connections to the internet to function. They do not require any inbound ports to be opened.
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DHCP: The camera must be able to obtain an IP address from a DHCP server on the network. Ensure that the VLAN or subnet the camera is on has a functioning DHCP service.
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Firewall Rules: This is the most frequent culprit in corporate environments. The camera needs outbound access on two specific ports:
- TCP Port 443: For secure communication with Command.
- UDP Port 123: For the Network Time Protocol (NTP) to sync its clock.
Contact your network administrator and ensure that your firewall is not blocking outbound traffic on these ports for the camera's IP address.
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DNS Resolution: The camera must be able to resolve DNS addresses like
*.verkada.com. Ensure that a valid DNS server is being provided by DHCP and that it can resolve external addresses.
## Problem 3: The Status Light is Flashing Blue
This is good news! It means the physical connection and network settings are correct. The camera is online and communicating with Verkada's servers.
Solution:
- Log in to your Verkada Command account.
- Go to the "Add Devices" section.
- Enter the camera's serial number (found on the box or on the camera itself).
- The "Claim Camera" button should now be active. Click it to add the camera to your account. The light on the camera will turn to solid blue within a minute.
By methodically diagnosing the issue using the status LED and then checking the physical and network layers, you can resolve virtually any Verkada installation problem.