Local Troubleshooting

Local Troubleshooting

Local Troubleshooting

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 resolved remotely.


Offline Camera Troubleshooting

When camera issues are not able to be resolved remotely, some recommendations for troubleshooting are as follows:

Ensure The Camera is Receiving Power

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.


Reboot The Camera

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.


Check Cable Connections

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.


Change Switch Ports

Move the camera to a different port on the switch. If the connection resumes, there may be an issue with the switch port.


Factory Reset The Camera

A factory default ensures that all previous settings are removed. The camera will need to be reconfigured as according to our specifications.


Offline Bridge Troubleshooting 

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.

Verify
Ethernet Cables and Power Status

Network Connectivity
Verify the network connectivity to the Eagle Eye Bridge/CMVR. Can the internet be reached from the same ethernet cable that is connected to the Eagle Eye Bridge’s WAN port? Have network settings changed? Ensure the network’s firewall settings are configured according to Eagle Eye’s Firewall Configuration Guidelines.

Power-Cycle the Eagle Eye Bridge/CMVR
Hold the power button down until the device powers down, then press again to turn on the unit.
Do not unplug the power supply while the bridge is powered on.

Run Network Diagnostics
A login prompt will be displayed. If the screen does not prompt for a login, press the Q key.
If there is an error message on the screen, please contact Eagle Eye Networks Technical Support. 
Log into the Eagle Eye internal menu with the username "admin" and password "last 5 (or 6) digits of the serial number".
Using the arrow keys navigate to Network Diagnostic Info or Run Network Diagnostics.
Your bridge menu should be one of the two below.




If Network Diagnostic fails, check the local network’s firewall configuration, internet connectivity, and physical connections.
If Network Diagnostic passes and the Eagle Eye bridge remains offline contact Eagle Eye Networks Technical Support.

Contacting Support: Required Information

When contacting Eagle Eye Technical Support, it is important to include as much information about the issue as possible.
  

Please Include:  

  1. Your Eagle Eye user email and Support PIN (located in “My profile” on the Eagle Eye VMS Dashboard).

  2. Serial Number or Eagle Eye Bridge/CMVR (ex. EEN-BR304-00001) 

  3. Attach any pictures of error messages.

  4. 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

Eagle Eye Knowledge Base

US: +1-512-473-0501 

EU: 31 (0) 20 26 10 460

ASIA PACIFIC: +81-(3)-6869-5477

#1 In Cloud Media Video Surveillance Worldwide

Copyright Eagle Eye Networks. All rights reserved.


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