The Eagle Eye Bridge/CMVR can give several different offline statuses for your cameras. Please check your Eagle Eye Mobile App or VMS Dashboard to check which status is being displayed and troubleshoot accordingly.
An IP camera with an Offline status usually means the camera is failing to stream due to a network, camera configuration, or physical issue. Please be sure to check all cabling and ensure the camera is powered on.
Check that the ONVIF username/password has been entered correctly in camera settings on the Eagle Eye Cloud VMS.
Power-cycle the camera by unplugging the ethernet cable, waiting 15 seconds, and plugging the camera back in.
Verify the camera can be accessed directly via the network without the use of the Eagle Eye Bridge/CMVR.
If the camera cannot be accessed directly please check connections and attempt a factory default reset.
If the camera can be accessed directly please contact Eagle Eye Networks Support for assistance.
The lock signifies that the camera’s username and password can not be authenticated.
Please verify the correct username/password is entered correctly in camera settings on the Eagle Eye Cloud VMS.
Certain models of camera require the configuration of an ONVIF user. Please ensure that an ONVIF user is created, and the ONVIF username/password is entered correctly in the Eagle Eye Cloud VMS.
ONVIF user profiles must have administrator permissions.
If the camera is showing an Internet Offline status, please verify the Eagle Eye Bridge/CMVR has a stable network connection.
Power-cycle the Eagle Eye Bridge/CMVR by pressing the button on the front until the unit powers down. Wait one full minute, and then power the unit back on.
If the camera is still showing an Internet Offline status, but the bridge is showing an online status, please contact Eagle Eye Networks Support.
Bad Signal Protection protects your Eagle Eye unit’s analog card from bad or degraded signals being provided by an analog camera. This can be due to a faulty camera, cable, power supply, or connectors, or environmental factors like surges.
A bad analog signal can cause the analog card in the Eagle Eye unit to crash, causing all analog cameras to drop offline. This would result in a loss of recording. In extreme circumstances, these signals can cause permanent damage to the unit’s analog card.
When a bad signal is detected an exclamation mark will be displayed for that camera’s status.
You can access the camera settings by selecting the settings button.
Once in the camera settings, a button labeled Reset Bad Signal will be made available so that you can re-enable that input after verifying the camera system is in working order.
After selecting Reset Bad Signal a warning message (shown below) will be displayed.
We understand that in some situations Bad Signal Protection may disable analog inputs even if no issues with your analog system can be identified. In this case, you can choose to disable Bad Signal Protection entirely.
Select the checkbox next to Bad Signal Protection to disable this feature.
After selecting to disable Bad Signal Protection a warning message (shown below) will be displayed.
Once the analog input is re-enabled and the stream is restored, a green checkmark will be displayed for that camera’s status.
When contacting support for this issue, please provide:
Email of the user on the account
Associated Support PIN (documentation can be found here)
Bridge Serial Number
Image of network diagnostics (if applicable)
Image of any errors displayed on boot (if applicable)
Any troubleshooting performed
Detailed summary of the issue
Support can be contacted by phone at 512-473-0501 or by submitting a ticket here.