Camera Troubleshooting Guide

Camera Troubleshooting Guide

Camera Troubleshooting Guide

1.1 Camera Troubleshooting

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. 



Offline

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.  


  1. Check that the ONVIF username/password has been entered correctly in camera settings on the Eagle Eye Cloud VMS.  

  2. Power-cycle the camera by unplugging the ethernet cable, waiting 15 seconds, and plugging the camera back in. 

  3. Verify the camera can be accessed directly via the network without the use of the Eagle Eye Bridge/CMVR. 

    1. If the camera cannot be accessed directly please check connections and attempt a factory default reset.

    2. If the camera can be accessed directly please contact Eagle Eye Networks Support for assistance.


Locked (Authentication Error)

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.





Internet Offline

  • 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.  



1.2 Analog Bad Signal Protection

What is Bad Signal Protection?  

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.


What damage can a bad analog signal cause?

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.


How do I know if my inputs are disabled due to a bad signal?

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.

 

If you see this icon, you can reset the bad signal

  1. 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.

  1. After selecting Reset Bad Signal a warning message (shown below) will be displayed.

I’ve verified my analog cameras, but Bad Signal Protection keeps disabling inputs!

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.

 

  1. Select the checkbox next to Bad Signal Protection to disable this feature.

  2. 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.


1.3 Reporting to Support

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.


    • Related Articles

    • Sony Camera Configuration and Troubleshooting

      This guide illustrates how to configure and troubleshoot Sony camera integration with the Eagle Eye Security Camera System.   Configuration for Sony cameras Adjusting the Streams Image 1:  Main Stream Please ensure that Image 1 matches the following ...
    • Performing a Camera Swap

      Camera Swap This guide will take you through the process of performing a camera swap on an Eagle Eye system.  Performing a swap will replace a camera on the dashboard with another while retaining the historical footage of the camera being replaced.   ...
    • Requesting Camera Support

      Unsupported Cameras While Eagle Eye currently supports 3,000+ cameras, we are constantly developing support for newer models due to the sheer number of cameras on the market.   Non-supported cameras may show up in the Eagle Eye Dashboard with a ...
    • I can’t find my camera in the ‘Camera finder’.

      After re-connecting the camera, the application may still not detect the camera. This problem can have several causes. In order to solve this problem, follow one or more steps below. In most of the cases the camera isn’t connected to the same network ...
    • Amcrest Configuration Guide

      Amcrest Configuration Guide The guide provides detailed steps on the configuration of Amcrest cameras for use with an Eagle Eye bridge/CMVR.  Step 1:  VPN or log directly into the Amcrest camera.   Click the  button next to the camera in Available ...