Skip to main content

Troubleshooting

This document provides information to solve unexpected issues that you may encounter when using the device.

Check items before reporting a malfunction​

This document provides information to solve unexpected issues that you may encounter when using the device.

Power​

Q.No video is being recorded, or the image doesn't appear.
  • If you're using a power adapter, make sure its output equals or exceeds the camera's maximum power consumption.
  • Do not connect a power adapter and PoE+ at the same time. Doing so may cause the device to malfunction.
  • If powered via an Ethernet cable, be sure it is connected using PoE+ or PoE++, not standard PoE.
  • Check that the network cable is securely connected and that the Ethernet waterproof rubber seal is properly fastened.

Installation and Use​

Q.The image appears tilted after installing the camera.
  • When mounted on a wall, make sure the red triangle on the mount plate points to 12 o'clock (north).
  • Rotate the camera body left or right to adjust the installation angle. The maximum adjustment is 8° to each side (15° total). If you need more adjustment, change the mounting plate hole positions and reinstall.
Q.When Windows 10 users access the web server using Chrome or Firefox, the microphone volume may fluctuate periodically.
  • This happens when the microphone driver is set to Realtek. Change the microphone driver to "High Definition Audio Device" (the Windows default) or install a third-party driver.
Q.What are the required WAVE file specifications for audio playback during events?
  • It is recommended to use a sampling rate (sampling rate) of 48000 KHz or lower.
  • Use 8-bit or 16-bit samples (bits per sample).
  • Only PCM-encoded formats are supported.
Q.I can't see the video.
  • If video transmission is set to multicast, ensure the router on the camera's local network supports multicast.
Q.A video analytics event occurred but no alarm was generated.
  • Ensure the alarm output port is set correctly.
Q.Cannot access the camera from the browser.
  • Ensure the camera's network settings are correct.
  • Ensure the network cable is connected properly.
  • If connected via DHCP, ensure the camera obtained a dynamic IP address.
  • If the camera is connected to a router, ensure port forwarding is configured correctly.
Q.The connection to the web server that was monitoring the video was lost.
  • If another user changes camera or network settings, the connected web server disconnects.
  • Ensure the network connection is working.
Q.Cameras connected to the network are not being discovered.
  • Device communication may be blocked by firewall or network security settings. Ensure the ports (TCP, UDP) required for device discovery and communication are allowed on the network.
Q.Recording is not being saved to the Micro SD card.
  • Check whether the Micro SD card is faulty.
  • Always power off the device before replacing the Micro SD card.
Q.The Micro SD card is inserted but not recognized.
  • Ensure the Micro SD card is inserted in the correct orientation. Micro SD cards formatted by other devices cannot be guaranteed to work with this camera.
  • Ensure the card capacity (recommended 16GB–1TB) and manufacturer (Samsung, SanDisk, Transcend) meet the recommended specifications. Use High Endurance or Pro Endurance product lines for continuous write operations. Cards from other manufacturers or product lines may vary in compatibility.
Q.Moisture or condensation forms inside the camera.
  • After assembling the cover, ensure the 3 retaining screws are fully tightened. Failure to fully tighten the screws may compromise waterproof/dustproof (IP66/IP67) performance.
  • When wiring the Ethernet and other cables, ensure the supplied waterproof rubber, joints, and nuts for the Ethernet cable are fully and securely fastened with no gaps. Insert waterproof rubber hole plugs fully into any unused holes.
Q.AI face and object recognition performance has noticeably declined.
  • Ensure the lens is not exposed to direct sunlight or installed in an area with strong backlight. Lens flare or backlighting is a primary cause of reduced AI detection accuracy.
Was this page helpful?