How to Troubleshoot a Verkada Camera That Keeps Disconnecting
A Verkada camera that repeatedly disconnects or shows as 'Offline' in the Verkada Command platform is a significant issue that undermines your security infrastructure. These enterprise-grade cameras rely on a stable network connection to function. This guide provides a systematic approach to diagnosing and resolving the common causes of these disconnections.
Understanding the Root Causes of Verkada Disconnections
Verkada cameras are robust devices, so when they go offline, the issue is almost always rooted in the network environment. Here are the most common culprits:
- Network Connectivity Issues: This is the broadest category, covering everything from a faulty Ethernet cable to an unstable internet connection from your ISP.
- Power over Ethernet (PoE) Problems: The camera may not be receiving consistent or sufficient power from the network switch.
- Firewall and Port Blocking: Enterprise firewalls are often configured with strict outbound rules that can block the camera's communication with Verkada's cloud servers.
- IP Address Conflicts: Two devices on the same network may have been assigned the same IP address, causing intermittent connectivity for both.
- Bandwidth Limitations: Insufficient upload bandwidth can cause the camera to struggle with sending its encrypted video data, leading to a disconnected state.
A Step-by-Step Guide to Resolving Connectivity Issues
Follow these steps to systematically identify and fix the problem.
Step 1: Physical Layer and PoE Check
Start with the most basic physical connections.
- Inspect the Ethernet Cable: Check the cable connecting the camera to the network switch for any visible damage, kinks, or loose connectors. If possible, test the connection with a different, known-good Ethernet cable.
- Check the Switch Port: Look at the indicator lights on the network switch port where the camera is connected. You should see lights indicating both a data link and PoE activity. Try plugging the camera into a different port on the switch to rule out a single faulty port.
- Verify PoE Budget: If you have multiple PoE devices connected to a single switch, ensure you are not exceeding the switch's total PoE power budget. A camera may drop offline if the switch cannot provide enough power. Check the switch's administration panel to view power consumption.
Step 2: Firewall and Network Configuration
This is a critical step in a corporate network environment.
- Verkada's Network Requirements: Verkada has a specific list of hostnames and ports that their cameras need to access to function. Your IT or network administration team needs to ensure that these are whitelisted in your corporate firewall.
- Check Outbound Rules: The camera needs to be able to make outbound connections on port 443 (HTTPS) and 123 (NTP). Verify that your firewall is not blocking this traffic for the camera's IP address.
- Content Filtering: Some advanced firewalls or web filters may incorrectly flag and block traffic from the camera. Ensure that traffic to
*.verkada.comis explicitly allowed.
Step 3: Check for IP and Bandwidth Issues
- IP Address: Ensure the camera has a valid IP address from your DHCP server. Check for any IP conflict errors in your network logs. For critical cameras, consider creating a DHCP reservation to ensure it always receives the same IP address.
- Bandwidth Analysis: Verkada cameras are designed to be bandwidth-efficient, typically using 20-50 kbps in their steady state. However, they require more when streaming high-quality video. Monitor the network traffic to ensure there is sufficient upload bandwidth available, especially if you have many cameras at one location.
Step 4: Isolate the Problem
To determine if the issue is with the camera or the network, try connecting the camera to a completely separate network, such as a dedicated cellular hotspot with an appropriate PoE injector. If the camera stays online consistently on this separate network, it strongly indicates that the problem lies within your primary corporate network configuration.
Contacting Verkada Support
If you have gone through all the steps above and the camera continues to disconnect, it is time to leverage Verkada's technical support. Their team can perform remote diagnostics that are not available to end-users.
Before you call, gather the following information:
- The serial number of the affected camera.
- The approximate times and dates of the disconnections.
- A summary of the troubleshooting steps you have already taken.
- Your network's public IP address.
This information will help them to diagnose the problem much more efficiently and provide a resolution.