Local Troubleshooting
2024-05-15
Version 2.0
Eagle Eye will attempt to fix any issue remotely, however sometimes on-site troubleshooting is needed to resolve the problem. Cases regarding offline bridges will always require someone on-site to interface with the system directly, while camera issues may be able to be resolved remotely.
When camera issues are not able to be resolved remotely, some recommendations for troubleshooting are as follows:
If the camera does not power on, it cannot connect to the system. Reseat the power supply for the camera and ensure the connection to its power source is stable.
A manual reboot can reset the connections for the camera and the system. This renews all authentication and is a great first step in troubleshooting.
Test the ethernet cable to confirm there is no packet loss. A cable tester may be required. Ensure there are no crimps in the wire or other constrictions.
Move the camera to a different port on the switch. If the connection resumes, there may be an issue with the switch port.
A factory default ensures that all previous settings are removed. The camera will need to be reconfigured as according to our specifications.
If none of the above troubleshooting resolves the issue, the camera may need replacement. Eagle Eye Networks cameras have a two year limited warranty, please contact us for information regarding the warranty status of the device.
Eagle Eye Networks Technical Support requires that technicians have an HDMI Monitor and USB Keyboard for all offline Eagle Eye Bridge/CMVR troubleshooting. A monitor and keyboard provide direct access to the unit where a technician can perform Network Diagnostics, set internal network configuration settings, see error messages, or recover the device with help from Eagle Eye Networks Technical Support.
Hold the power button down until the device powers down, then press again to turn on the unit.
When contacting Eagle Eye Technical Support, it is important to include as much information about the issue as possible.
Your Eagle Eye user email and Support PIN (located in “My profile” on the Eagle Eye VMS Dashboard).
Serial Number or Eagle Eye Bridge/CMVR (ex. EEN-BR304-00001)
Attach any pictures of error messages.
Please include troubleshooting steps, any environmental details that may be pertinent, or any other details that may help diagnose the issue.
For support please email: support@een.com
or give us a call at: 512-473-0501
US: +1-512-473-0501
EU: 31 (0) 20 26 10 461
ASIA PACIFIC: +81-(3)-6869-5477
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