Table of Contents
In this KB article, we will go over some basic steps to troubleshoot your security cameras, prior to contacting the help desk.
1. Check the Camera’s Physical Connection #
- Look at the cable running to the camera. Check for any damage that may have occurred.
- Confirm that the cable is securely connected.
- If CMG installed the cabling, look for the CMG label and color coding — this will help you verify the correct cable.
- You would have received a sheet outlining coloring coding and labeling at the time of installation.
2. Inspect for Activity LEDs #
- Check for activity lights (LED indicators).
- The camera itself may contain lights (if visible). Usually the IR LEDs on the front will illuminate for a few seconds after powering the camera up.
- Check the switch port or PoE injector
- Blinking green or amber LEDs generally indicate power and data activity.
- If no lights are visible, the camera may not be receiving power or connectivity.
3. Verify PoE Power Source #
- Ensure the switch or injector that powers the camera is plugged in and turned on.
- If it’s connected to a UPS (battery backup), check that the UPS is working and not in a fault state.
- Some switches have dedicated PoE indicators — check that the port powering the camera is showing PoE active.
- For example, older Ubiquiti Unifi Switches have an amber LED on the left side of the port to indicate PoE Power. New Pro-Max switches only illuminate when there is activity. Check the console for more information.
4. Check the NVR or UniFi Protect Console #
- Log into the system (via app or web) and check if the camera is listed as Disconnected or Offline.
- If it’s shown but offline, it could be a cabling or power issue.
- If the camera doesn’t show up at all, it may have lost connection completely and require re-adoption. This may require physically pressing the reset button on the camera for 10 seconds.
5. Inspect for Physical Damage #
- If the camera is outdoors, check for damage due to weather, vandalism, or pests.
- Damaged cabling or connectors may need to be repaired or replaced.
Still Not Working? #
If you’ve verified the cabling, activity lights, and power, and the camera is still not showing online:
- Reboot the PoE switch or injector powering the camera
- Reboot the NVR/UniFi Console
- If you recently had power loss, some equipment may need a reboot to restore proper functionality
Need Help? #
Crossley Media Group clients receive dedicated technical support. If you’re unable to restore functionality using the steps above, please contact us at: crossleymedia.com/contact
