What to Do When Your Vivotek Camera Stops Working
A Vivotek camera that has suddenly gone offline can be a major security concern. Whether it's completely unresponsive or simply not transmitting video, this guide will provide a structured approach to troubleshooting the problem and getting your camera back online.
### Step 1: Assess the Power Situation
The most fundamental requirement for your camera is a stable power source.
- Check the LED Indicators: Look at the status lights on the camera itself. Are they on, off, or blinking? An unlit LED is the most obvious sign of a power problem. Consult your camera's manual to understand what different colours or blinking patterns mean.
- Inspect the Power Source (PoE): Most Vivotek cameras are powered using Power over Ethernet (PoE).
- Ensure the ethernet cable is securely plugged into both the camera and the PoE switch or injector.
- Check the status lights on the PoE switch port that the camera is connected to. Does it indicate that a device is connected and receiving power?
- Try plugging the camera into a different port on the switch.
- If possible, test the camera with a different, known-good PoE switch or injector.
- Test the Ethernet Cable: A damaged or faulty ethernet cable is a common culprit. Swap the existing cable with one you know is working to see if the camera powers on.
## Step 2: Troubleshoot Network Connectivity
If you've confirmed the camera is receiving power but you still can't connect to it, the issue is likely network-related.
### Verify the Camera's IP Address
- Ping the Camera: If you know the camera's IP address, open a command prompt (on Windows) or terminal (on Mac) and type
ping [camera's IP address]. If you get a "Request timed out" or "Destination host unreachable" message, it means your computer cannot communicate with the camera over the network. - Use Vivotek's Software: Use the Vivotek Shepherd or Installation Wizard 2 (IW2) software to scan your network for Vivotek devices. This tool can often find cameras even if their IP address has changed or is on a different subnet.
- Check Router/DHCP Server: Log into your router or DHCP server to see if the camera is listed as a connected client. This can help you confirm its current IP address.
### Check for Network Hardware Issues
- Network Switch: As mentioned in the power section, a faulty port on a switch can cause connectivity issues. Ensure the switch itself is powered on and functioning correctly.
- Firewall Rules: It's possible that a new firewall rule on your router or computer is blocking access to the camera. Temporarily disable the firewall to test this theory.
## Step 3: Advanced Solutions
If power and network connectivity seem fine, you may need to take more drastic steps.
### Firmware Corruption
A failed firmware update can sometimes leave a camera in an unresponsive state. If you suspect this, you may need to attempt a firmware recovery. This is an advanced procedure that varies by model, and you should consult Vivotek's official support documentation for instructions.
### Perform a Factory Reset
A factory reset is often the last resort before concluding there is a hardware failure. It will wipe all your settings and return the camera to its default state.
- Locate the Reset Button: This is usually a small, recessed button that you'll need a paperclip to press.
- Follow the Correct Procedure: With the camera powered on, press and hold the reset button for at least 10-15 seconds. The camera should reboot with its factory settings.
- Default IP Address: After the reset, the camera will likely revert to a default IP address (e.g., 192.168.0.99). You may need to change your computer's IP address to be on the same subnet to access it.
If your Vivotek camera still does not work after a factory reset, it's highly probable that it has suffered a hardware failure and will require professional repair or replacement. Contact your installer or Vivotek support for further assistance.