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Help Center Cameras & Video Indoor Cameras Other Indoor Cameras Troubleshooting Tips for Alarm.com Cameras

Troubleshooting Tips for Alarm.com Cameras

Alarm.com Camera Troubleshooting Guide

Alarm.com Camera Troubleshooting Guide

Table of Contents

No Live View

If your camera is not showing a live view, follow these steps to troubleshoot the issue based on the LED color on the camera.

No Light

  1. Check for Power Outages:
    • Have you had a power outage?
      • Yes: Wait for the power to come back on to provide power to the camera.
      • No: Go to the next step.
  2. Power Cycle the Camera:
    • Unplug the camera from the wall and plug it back in. Also, check the power connector on the camera.
    • Is the power restored?
      • Yes: Check if the camera is functioning correctly. If it still doesn’t work, note the LED color and proceed with the corresponding steps.
      • No: Test the outlet with another device to see if it is receiving power.
        • If the outlet powers another device, the camera might be faulty. Consider contacting support.
        • If the outlet does not power another device, the outlet may be faulty and require an electrician.

Solid Red

  1. Check Your Internet:
    • Verify if the internet is working on other devices like phones or tablets.
      • No: Power cycle your router. If the internet is still down, contact your Internet Service Provider (ISP).
      • Yes: Proceed to the next step.
  2. Power Cycle the Camera:
    • Unplug and replug the camera, then wait 2 minutes. Check if the LED turns solid green.
      • Yes: Test the live view. If it works, the issue is resolved.
      • No: Check the wireless status of the camera.
  3. Check Wireless Signal Strength:
    • Is the normalized signal strength above 80%?
      • Yes: Reconnect the camera to your network using AP mode or WPS (if available).
      • No: Consider using a WiFi extender or relocating the camera or router to improve signal strength.

Flashing White

  1. Connect the Camera to Your Account:
    • Try connecting the camera to your account via AP mode.
      • Successful: Check your recording rules and schedules.
      • Unsuccessful: Try connecting via WPS.
  2. Check Wireless Signal and Noise Ratio:
    • Is the normalized signal strength above 80% and the noise ratio below 40?
      • Yes: Power cycle the camera and try connecting again.
      • No: A WiFi extender may be necessary for reliable camera function.

Flashing Blue

  1. Connect via WPS:
    • Hold the WPS button on your camera to connect to the network.
      • Successful: Check your recording rules and schedules.
      • Unsuccessful: Try connecting via AP mode.
  2. Check Wireless Signal and Noise Ratio:
    • Is the normalized signal strength above 80% and the noise ratio below 40?
      • Yes: Power cycle the camera and try connecting again.
      • No: A WiFi extender may be necessary for reliable camera function.

Solid Blue

  1. Disable Privacy Mode:
    • Hold the WPS button for 1 second to turn off privacy mode.
      • Successful: Check your recording rules and schedules.
      • Unsuccessful: Power cycle the camera and wait 2 minutes.
  2. Re-add the Camera:
    • If issues persist, default, delete, and re-add the camera to your account.

Flashing Red and Green

  1. Wait and Check:
    • Wait 30 seconds, then check the LED again.
      • Changed: Verify if the camera is working. If not, follow the steps for the current LED color.
      • Not Changed: Power cycle the camera and wait 2 minutes. If the LED still doesn’t change, press and hold the WPS button on the camera for 15 seconds.

Flashing Green

  1. Power Cycle the Router and Camera:
    • Power cycle your router, then power cycle your camera and wait 2 minutes.
      • Successful: Check your recording rules and schedules.
      • Unsuccessful: Default, delete, and re-add the camera to your account.

Solid Green

  1. Add Camera to Your Account:
    • Ensure the camera is learned into your Alarm.com account.
      • Not Learned: Add the camera to your account and set up recording rules and schedules.
      • Learned: Test the internet speed at the camera’s location. If the speed is inadequate, consider upgrading your internet package or using a WiFi extender.

Camera is Taking Too Many Clips

If your camera is recording too many clips, follow these steps to troubleshoot and adjust the settings.

  1. Check Your Service Package:
    • Determine if you have the “Pro Video” or “Pro Video with Analytics” service package.
      • You can check this by reviewing the “Service Package” tab in Alarm.com.

For Pro Video Package:

  1. Inspect VMD (Video Motion Detection) Windows:
    • Check if your VMD windows are set up correctly (they should be long, thin boxes covering important points in the camera’s field of view).
      • Not Set Up Correctly: Adjust the shape, size, sensitivity, and target size of the windows until you are getting legitimate clips. Spend some time testing and adjusting.
      • Set Up Correctly: Proceed to the next step.
  2. Check Clip Legitimacy:
    • Are all the recorded clips legitimate and useful?
      • Yes: You might need to increase your clip limit through your service package. Contact support to adjust your service.
      • No: Your VMD windows need further adjustment. Continue tweaking the settings until you are only getting important clips.

For Pro Video with Analytics Package:

  1. Check Recording Rules:
    • Ensure ground zones and trip wires are set up correctly.
      • Not Set Up Correctly: Adjust and test the shape, size, and sensitivity of the ground zones and trip wires. Spend some time testing and adjusting.
      • Set Up Correctly: Proceed to the next step.
  2. Check Clip Legitimacy:
    • Are all the recorded clips legitimate and useful?
      • Yes: You might need to increase your clip limit through your service package. Contact support to adjust your service.
      • No: Your ground zones and trip wires need further adjustment. Continue tweaking the settings until you are only getting important clips.

Further Assistance

If after following these steps you are still experiencing issues with too many clips being recorded, consider contacting support for additional assistance.

Camera is Not Recording Clips/Footage

If your camera is not recording clips or footage, follow these steps to troubleshoot the issue.

  1. Check for an SVR (Stream Video Recorder):
    • Do you have an SVR?
      • No: Proceed to step 2.
      • Yes: Proceed to step 9.
  2. Check Recording Schedules:
    • Are your recording schedules paused?
      • Yes: Unpause the schedules and test. Check if the clip limit was exceeded and consider increasing the clip limit to prevent this issue in the future.
      • No: Proceed to the next step.
  3. Inspect History Tab:
    • Check the History tab to see if the camera is activating rules that should take a clip.
      • No: Proceed to step 5.
      • Yes: Proceed to step 4.
  4. Check Recording Rules:
    • Ensure your recording rules are set up correctly.
      • Yes: Proceed to step 6.
      • No: Proceed to step 5.
  5. Set Up Recording Schedule:
    • Set up your recording schedule correctly and test the rule.
  6. Run a Speed Test:
    • Run a speed test at the camera’s location.
      • Speed is Sufficient: Proceed to step 7.
      • Speed is Not Sufficient: Proceed to step 8.
  7. Check Wireless Status and History:
    • Verify if the average signal strength is above 80% and the noise ratio is below 40.
      • Yes: Alarm.com may have an outage. Wait a few hours and check again. If the issue persists, contact support.
      • No: You may need a WiFi extender for reliable camera operation.
  8. Contact ISP:
    • Contact your Internet Service Provider (ISP) to upgrade your speed/package if necessary.
  9. Check for Power Issues:
    • If you have an SVR, check if it has power.
      • No: Proceed to step 10.
      • Yes: Proceed to step 11.
  10. Power Cycle SVR:
    • Unplug the SVR from the wall and plug it back in. Check the power cable connection on the SVR.
      • Issue Resolved: Test to ensure everything is working correctly.
      • Issue Not Resolved: Test the outlet for power.
  11. Test Outlet for Power:
    • If the outlet is working, a technician may need to be dispatched for SVR power.
    • If the outlet is not working, it may be faulty and require an electrician.
  12. Relocate SVR:
    • Test the SVR on another outlet.
      • Power Restored: Test to ensure everything is working correctly.
      • Power Not Restored: A technician may need to be dispatched for SVR power.

Further Assistance

If after following these steps you are still experiencing issues with the camera not recording clips or footage, consider contacting support for additional assistance.

No Notifications

If you are not receiving notifications from your camera, follow these steps to troubleshoot the issue.

  1. Check Notification Settings:
    • Are notifications turned on and correctly set up in Alarm.com?
      • No: Set up the appropriate notifications and test to ensure they work correctly.
      • Yes: Proceed to the next step.
  2. Check Push Device List:
    • Is your device on the list of push devices in Alarm.com, and does the device itself have notifications enabled?
      • No: Add the device to the list of push devices and enable notifications on the device. Test to ensure the notifications are working properly.
      • Yes: Proceed to the next step.
  3. Check Camera Activity:
    • Is the camera activating rules that should notify you?
      • No: Check the recording rules to ensure everything is set up correctly and as you want it.
      • Yes: Proceed to the next step.
  4. Check Other Devices:
    • Are other push devices receiving notifications?
      • No: Alarm.com likely has an outage that has not yet been reported. Wait a few hours before trying again.
      • Yes: The issue is with your device. Refer to your phone’s manufacturer for further assistance.
  5. Power Cycle the Camera:
    • Power cycle your camera, then wait 2 minutes. Check if the issue persists.
      • Issue Resolved: The issue is resolved.
      • Issue Not Resolved: Consider setting up a technician appointment (virtual technician if available, otherwise a technician visit).
  6. Future Proof Your Account:
    • Check other camera settings to make sure everything is set up as you desire.

Further Assistance

If after following these steps you are still experiencing issues with notifications, consider contacting support for additional assistance.

Night Vision/IR Not Working

If the night vision or IR functionality of your camera is not working, follow these steps to troubleshoot the issue.

  1. Check for Nearby Light Sources:
    • Is the camera pointing at a light or is there a light on near the camera?
      • Yes: Turn the light off and see if night vision is now working.
        • Yes: The issue is resolved.
        • No: Proceed to the next step.
      • No: Proceed to the next step.
  2. Check IR Lights:
    • Are the red IR lights on the camera turned on?
      • Yes: Proceed to the next step.
      • No: Power cycle the camera and test again.
        • Issue Resolved: The issue is resolved.
        • Issue Not Resolved: The camera may be faulty and require a technician.
  3. Check Camera Distance:
    • Is the camera pointing at something within 15 feet?
      • Yes: Proceed to the next step.
      • No: Hold a hand a few feet in front of the camera and check the feed to see if you can see your hand.
        • Yes: The camera is functioning correctly, but the distance is too far for effective IR. Consider adjusting the camera angle or view.
        • No: Proceed to the next step.
  4. Power Cycle the Camera:
    • Unplug the camera from the wall and plug it back in. Wait 2 minutes for the camera to boot up.
      • Issue Resolved: The issue is resolved.
      • Issue Not Resolved: The camera may be faulty and require a technician.
  5. Check Recording Rules:
    • Ensure your recording rules are set up correctly and future proof your account.

Further Assistance

If after following these steps you are still experiencing issues with night vision or IR functionality, consider contacting support for additional assistance.

2-Way Audio Issues

If you are experiencing issues with the 2-way audio functionality of your camera, follow these steps to troubleshoot the issue.

  1. Determine the Audio Issue:
    • Is the issue with inbound (hearing sound from the camera) or outbound (speaking through the camera) audio?
      • Inbound: Proceed to step 2.
      • Outbound: Proceed to step 6.

Inbound Audio Issues

  1. Check the Microphone:
    • Is the microphone turned on for the camera?
      • No: Turn on the microphone and test the audio.
      • Yes: Proceed to the next step.
  2. Power Cycle the Camera:
    • Power cycle the camera and test the audio.
      • Issue Resolved: The issue is resolved.
      • Issue Not Resolved: Proceed to the next step.
  3. Check Recording Rules:
    • Ensure your recording rules are set up correctly and future proof your account.
  4. Dispatch a Technician:
    • If the issue persists, you may need to contact support to dispatch a technician for the camera.

Outbound Audio Issues

  1. Educate on Using the Microphone:
    • Are you holding the microphone button on your device when attempting to talk?
      • No: Hold the microphone button and speak through the camera.
      • Yes: Proceed to the next step.
  2. Power Cycle the Camera:
    • Power cycle the camera and test the audio.
      • Issue Resolved: The issue is resolved.
      • Issue Not Resolved: Proceed to the next step.
  3. Check Recording Rules:
    • Ensure your recording rules are set up correctly and future proof your account.
  4. Dispatch a Technician:
    • If the issue persists, you may need to contact support to dispatch a technician for the camera.

Further Assistance

If after following these steps you are still experiencing issues with 2-way audio functionality, consider contacting support for additional assistance.

Perimeter Guard Not Working

If the perimeter guard functionality of your camera is not working, follow these steps to troubleshoot the issue.

  1. Check for Object Detection Rule:
    • Do you have an object detection rule set up with person recognition?
      • No: Set up an object detection rule and perimeter guard.
      • Yes: Proceed to the next step.
  2. Check Perimeter Guard Setting:
    • Is the perimeter guard enabled in the object detection rule?
      • No: Enable the perimeter guard and test.
      • Yes: Proceed to the next step.
  3. Check Camera Activity:
    • Is the camera activating rules that should activate the perimeter guard through the history tab?
      • No: Ensure the recording rules are set up correctly and as you want them. Adjust the rules and test.
      • Yes: Proceed to the next step.
  4. Power Cycle the Camera:
    • Power cycle the camera and test.
      • Issue Resolved: The issue is resolved.
      • Issue Not Resolved: Proceed to the next step.
  5. Dispatch a Technician:
    • If the issue persists, you may need to contact support to dispatch a technician for the camera.

Further Assistance

If after following these steps you are still experiencing issues with the perimeter guard functionality, consider contacting support for additional assistance.

Contact Support