Why can't I see video from my cameras?

Faults with video transmission can be caused from a wide array of issues, so this FAQ will focus solely on the recorder's local display. If cameras are transmitting to the local end but not your application, please see this guide instead.

Note: Before troubleshooting cameras, please ensure the video recorder is compatible with the camera's resolution. This information can be referenced from the spec sheets on the respective product page.

Coaxial:

Q. Why can't I see any of my cameras?

A. If video is not transmitting from any camera, the fault likely lies with the power supply. Most installs will have a power distribution box where all the cameras connect to. It's possible the distribution box is faulty or the cable runs are too long to reliably transmit data. You can use this guide to help troubleshoot power issues.

Q. Why can I only see my cameras during the daytime?

A. Cameras request more power at night when the IR light turns on. Similar to the above issue, a long cable run is usually the culprit. The camera may not be receiving enough power when the load increases. You can use the guide in the previous answer for troubleshooting power.

Q. Why do one of my cameras drop out intermittently?

A. Intermittent stream drops are harder to pinpoint because the issue could either lie with the video cable or the power. Both insufficient power or interference along the coax cable could cause the stream to become unstable. It's recommended to isolate the camera from the environment by pulling it down and connecting with a short coax cable and a direct power supply. Use this guide to help with troubleshooting

Q. What does the red padlock mean on the video feed?

A. The red padlock means the current logged-in user does not have enough permissions to view the video feeds. You can either add permissions to the current user or log into an account with sufficient permissions.

Q. Why can I see my cameras in full screen but not in larger grid configurations?

A. Larger grids configurations pull the sub stream instead of the main stream. Make sure the sub stream is enabled in the encode menu.

Q. What do I do if I've done all the above and I still can't get my camera to work correctly?

A. If isolation does not solve the issue, it's possible the camera is having a hardware related issue. You can reach out to technical support and request an RMA from this point so we can evaluate the camera in-house.

IP:

Q. What do the errors mean on the local display?

A. Error messages provide us insight on where an issue with video transmission comes in. It can range from password errors or network transmission problems. You can use the Camera Error guide to identify potential issues with your system.

Q. Why can't I see my new camera on an existing system?

A. New cameras come in a state called uninitialized. An uninitialized camera doesn't have a password set so the recorder can't log into it. The camera will have to be initialized separately from the recorder before adding to the NVR. Use this guide to assist with initialization.

It's also possible the device is set to H.265 compression. Older recorders don't know how to handle this compression type so it will need to be changed to H.264. You can access this setting from the encode menu.

Q. Why can't I see my existing camera on a new system?

A. Large gaps in firmware could prevent the NVR from logging into the camera. It's recommended to reach out to technical support to see if there are any firmware updates for the existing cameras.

Q. Why do one or more of my cameras drop out intermittently?

A. IP cameras can drop from a recorder for a few reasons. If firmware is out of date, it's recommended to update everything before troubleshooting. This will usually fix issues with cameras connected directly to the video recorder. Cameras connected to an external switch usually drop because of the network itself and are more complicated to troubleshoot.

Q. What does the red padlock mean on the video feed?

A. The red padlock means the current logged-in user does not have enough permissions to view the video feeds. You can either add permissions to the current user or log into an account with sufficient permissions.