Requesting Device Support

Requesting Device Support

Unsupported Devices

While Eagle Eye currently supports 3,000+ cameras and a number of other devices, we are constantly developing support for newer models due to the sheer number of cameras on the market.   Non-supported cameras and devices may show up in the Eagle Eye Dashboard with a message  “this device is not supported” after the name, and the “+” icon is replaced with an envelope icon as shown below.  If the device you are trying to add is ONVIF compliant and shows as unsupported, please request support.  

Our current list of supported devices can be found here. It’s always best to review this list before purchasing cameras for your Eagle Eye Networks system.

Requesting Support

1.  To request support click on the envelope icon under Actions next to your camera in the list of available devices .

If your device doesn't appear in the list, please check that ONVIF is enabled. Need help configuring your camera? Please check out Knowledge Base for guides on how to configure your specific brand.  If you are still having trouble getting your camera to show as unsupported, please contact technical support and we would be happy to assist.  

Eagle Eye Networks Add Camera Screen

2.  A window will pop up asking for specific information that we can get from the camera (i.e. Make, Model, IP address.) You will need to provide some additional information such as your contact information as well as the username/password for the camera.  

The root username/password is required to create support.


Eagle Eye Networks Camera Support Request Form

3.  After all fields are filled out, request support by clicking Submit.

Please leave the camera connected to an online bridge while we develop support.  If the camera is disconnected from our platform, we will not be able to develop support.

Once a camera support request has been submitted, it will take approximately 2-5 weeks to develop support. During this process, we may contact you to verify the information.  We will notify you as soon as support has been completed.  If you have questions about this process, you can submit a support request and one of our support staff members will be happy to assist you.






    • Related Articles

    • 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.   ...

    • How to Request Support for Eagle Eye Products

      Requesting Support This article details the proper way to submit a support ticket so we can best ensure that your questions are answered or issues resolved.   Before submitting a ticket or email for a question, please search our Knowledge Base at ...

    • Support PIN

      1.1 Support PIN Overview The Support PIN is a secure user authentication method implemented to help our support team remotely authenticate users in a safe and secure fashion. The Support PIN expedites the process of requesting and receiving support ...

    • Camera Sharing

      Camera Sharing Eagle Eye offers the option to share cameras with other Eagle Eye users who are on different accounts.  This article illustrates how to share cameras with other Eagle Eye VMS users who are on different Eagle Eye account.   Cameras ...

    • 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 ...