Troubleshooting Verkada Camera Video Freezing and Stuttering
Verkada systems are engineered for high performance and reliability, providing clear, smooth video for enterprise-level security. However, when you experience a video feed that is freezing, stuttering, or lagging, it compromises your ability to monitor your premises effectively. This guide will explore the common causes of video performance issues and provide systematic troubleshooting steps to resolve them.
These issues are almost always rooted in the network environment rather than the camera hardware itself. By understanding the relationship between the camera and the network, we can pinpoint and solve the problem.
Understanding the Core of the Issue: Network Health
High-definition video streaming is a demanding task. Unlike a simple data transfer, it requires a constant, uninterrupted flow of information from the camera to the Verkada Command platform. Any disruption in this flow will manifest as freezing, pixelation, or lagging on your screen.
The three key pillars of network health for video streaming are:
- Bandwidth: The total capacity of your network connection. Verkada cameras require sufficient upload bandwidth to send video to the cloud.
- Latency: The time it takes for a data packet to travel from the camera to the server. High latency (or 'ping') causes delays.
- Packet Loss: When small pieces of data (packets) are lost during transmission. Even minor packet loss can cause video to stutter as the system tries to recover the missing information.
Step 1: Diagnose the Problem in Verkada Command
Verkada Command provides powerful built-in tools to help you diagnose network issues without leaving the platform.
Check Camera Status
- Navigate to the specific camera experiencing issues in your Command dashboard.
- Look at the camera's status details. The platform will often display a "Poor Connection" warning if it detects high latency or packet loss.
- Review the camera's event history for any recurring "Camera Offline" events, which indicate a more severe network drop.
Analyse Bandwidth Usage
Verkada cameras use a steady, low-bandwidth stream for normal operation (typically 20-50 kbps) and only increase bandwidth usage when footage is being actively viewed or a user is streaming in high quality.
- Check your network's overall bandwidth: Use a reliable network speed test tool to check your site's total upload and download speeds.
- Identify network congestion: Is the freezing happening at specific times of the day? It could coincide with periods of high network usage from other sources (e.g., large data backups, many users streaming video).
Step 2: On-Site Network and Hardware Checks
If Command points towards a network issue, you need to investigate the physical infrastructure.
Inspect Cabling
A surprising number of network issues come down to a faulty cable.
- Ensure the Ethernet cable connecting the camera to the network switch is securely plugged in at both ends.
- Check the cable for any visible damage, kinks, or sharp bends.
- If possible, test the connection with a different, known-good Ethernet cable to rule out a faulty one.
Check the Network Switch and PoE
Verkada cameras are powered via Power over Ethernet (PoE).
- Port Status: Check the status lights on the network switch port that the camera is connected to. They should indicate a stable connection (usually a solid or blinking green light).
- Power Budget: If you have multiple PoE devices connected to a single switch, ensure the switch's total power budget is not being exceeded. Insufficient power can cause a camera to behave erratically.
- Reboot the Switch: As a simple troubleshooting step, rebooting the network switch can resolve temporary port-related glitches.
Step 3: Advanced Troubleshooting
If the issue persists after checking the basics, consider these more advanced factors.
Update Camera Firmware
Verkada pushes firmware updates automatically, but it's wise to ensure your cameras are on the latest stable version. You can manage firmware versions and schedules within the settings of your Command dashboard. Updates often contain important performance improvements and bug fixes.
Isolate the Issue
- Test on a different device: Try viewing the camera's stream from a different computer or mobile device. This can help determine if the problem is with the original viewing device.
- Test on a different network: If possible, view the stream from a device on a completely different network (e.g., on a mobile 4G/5G connection). If the video is smooth there, it strongly suggests the issue is with the local network where the freezing was first observed.
By systematically working through these diagnostic steps, you can effectively identify the bottleneck causing your Verkada video to freeze and take the necessary actions to restore a smooth, reliable video feed.