Unable to Reset Your Verkada Camera?
Resetting a Verkada camera is a standard troubleshooting step for resolving connectivity or performance issues. The process is usually straightforward, but sometimes, a camera may not respond as expected. If you're pressing the reset button and nothing is happening, don't worry. This guide provides a structured approach to troubleshooting a Verkada camera that refuses to reset.
Understanding the Reset Process
A factory reset is designed to wipe the current configuration from the camera and return it to its original default settings. This is essential when moving a camera to a new location, resolving a network conflict, or troubleshooting an unresponsive device. Typically, the process involves pressing and holding a recessed reset button for a specific duration until the camera's status LED indicates that the reset has begun.
Common Symptoms of a Failed Reset
How do you know the reset isn't working? Here are the signs to watch for.
- The camera's status LED does not change colour or pattern after holding the reset button.
- The camera does not reboot after the reset procedure is performed.
- After the attempted reset, the camera still retains its old name and settings in Verkada Command.
- You are unable to re-add the camera to your account as it is not discoverable.
- The device remains connected to its previous network and is inaccessible on a new network.
Troubleshooting Steps for a Failed Reset
Follow these steps in order to diagnose and resolve the issue.
Step 1: Verify the Reset Procedure
Before assuming there's a fault, let's double-check that we're following the correct procedure. While it can vary slightly between models, the general process is:
- Ensure the Camera is Powered On: The camera must be fully booted up. This is indicated by a solid blue or flashing blue status light.
- Locate the Reset Button: This is a small, recessed button, often near the Ethernet port. You will need a paperclip or a similar thin object.
- Press and Hold: With the camera powered on, press and hold the reset button firmly.
- Watch the Status Light: Continue holding the button for approximately 15-20 seconds. The status light should turn off, then change to a flashing orange or white. Once it does, you can release the button.
- Wait for Reboot: The camera will then reboot, which can take several minutes. A solid orange light indicates it is ready to be added to your Command account.
If you are not holding the button for long enough, the reset will not initiate.
Step 2: Check Power and Connectivity
An unstable power supply can prevent a camera from resetting correctly. Verkada cameras are powered via Power over Ethernet (PoE).
- Check the Cable: Ensure the Ethernet cable is securely plugged into both the camera and the PoE switch or injector.
- Try a Different Port: Move the Ethernet cable to a different port on your PoE switch.
- Try a Different Cable: A faulty Ethernet cable could be the cause. Swap it with a known good cable.
- Verify PoE Source: Make sure the switch or injector is providing adequate power (e.g., 802.3af or 802.3at as required by the camera model).
Step 3: Unclaim the Camera in Verkada Command
In some cases, unclaiming the camera from your account before attempting a physical reset can help.
- Log in to your Verkada Command dashboard.
- Navigate to the Devices page.
- Find the camera you are trying to reset.
- Go to its Settings page.
- Scroll down and select the option to Unclaim or Remove the device.
- Once it has been removed from the dashboard, attempt the physical factory reset procedure on the camera again.
Step 4: When to Contact Verkada Support
If you have meticulously followed all the steps above and the camera still refuses to reset, it may indicate a more serious hardware issue. At this point, the most effective course of action is to contact Verkada's technical support team.
Be prepared to provide them with:
- The serial number of the camera.
- A description of the symptoms you are observing.
- A list of the troubleshooting steps you have already taken.
Verkada's support team can perform remote diagnostics and will be able to determine if the device needs to be replaced under warranty.