Cameras
General Troubleshooting Steps
Extended Steps:
Camera Disconnected (Possible Network Issues)
Sensors
Web Console
Mobile App
Apple TV
Contact Support
Cameras
General Troubleshooting Steps
- Are there any LED lights on in the dome?
- If no, the camera may not be getting sufficient power. Check the plug connector to see if any pins are damaged and test the cables the camera is using. The Power (No LED lights) section has more detailed information.
- LED Status Light Meanings
- Is this a new install? If yes, the following articles may help assist:
- Is the camera connecting to the Network?
- Is there a firewall or other equipment AFTER the POE switch and BEFORE the camera that may be restricting access?
- Are there enough IP addresses to hand out?
- Is the camera getting an IP address?
- If a laptop is connected to the port this camera is using, can you get to a site like google.com or rhombus.com?
- Please reference the following Networking Documents for more detailed information:
- If the camera is still unable to connect, you may need to contact your network administrators or internet service provider for assistance.
- Have all the cable runs been tested?
- If a patch cable is used, does the device come online?
- If the cable for a known working camera is used, does the device come online?
- Move to this section for additional details about checking cables and wiring.
- Is the firmware up to date?
- If the firmware is not updating, please leave the camera plugged in and contact Rhombus Support.
Camera Disconnected (Possible Network Issues)
If you have any questions about these steps, or the camera is still not connected, reach out to the Rhombus Support team to assist with further troubleshooting.
- Check cable runs and wiring.
- Have all the cables been tested and verified?
- Are the cables able to bring other Rhombus Cameras online?
- Are there any visible signs of corrosion or bent pins?
- Try checking all the RJ 45 connectors starting at the camera, going all the way to the internet. Mismatched wires in a cable can cause the camera to power on, but not gain a connection.
- Check the onsite Networking Set-up:
- If the camera is not connecting to the internet, first check the DHCP client list to see if the camera is being assigned an IP address. This information can be found in the network setup, which can be a router, POE switch or gateway. For larger networks, you may need to contact the network admin department. If the camera is registered, you can find the MAC address on the device inventory page. Otherwise, this information is available on the box the camera arrived in.
- Was there a recent power or internet outage?
- A recent outage may sometimes require the POE switch, or the device, to be manually power cycled.
- Please reference the following Networking Documents for more detailed information:
- At the POE switch, plug the camera into the port of a known working camera
- If it comes online, then there is an issue with the port configuration
- If it still does not come online, move on to Step 4
- Plug the camera in using the cable of a known working camera, AND using the port of a known working camera
- If it still does not come online, please reach out to support to continue troubleshooting.
- If the camera is a new registration, and the above troubleshooting did not get it to connect:
- Please check the SD card to ensure that is seated correctly. We recommend powering the camera down, reseating the SD card, and then powering it back up.
- If none of these steps have brought the camera online, please contact Rhombus Support
- Please provide them with the camera information, serial number, and troubleshooting steps taken so far. Support can then assist with further troubleshooting and resolution.
Power (No LED lights)
- Is the camera plugged into a POE switch that supports 802.3af POE protocol?
- Note, most routers and access points do not support POE connections.
- Is the port on the POE switch supplying power to the camera?
- The port will usually have a solid amber link light above or below the plug. For example, the left cable is only transferring data, the middle cable has power and data and the right cable has neither.
- The port will usually have a solid amber link light above or below the plug. For example, the left cable is only transferring data, the middle cable has power and data and the right cable has neither.
- Try checking the connections and look for water damage or damaged pins.
- Discolored or burned RJ-45 connectors are a sign of water damage or shorted cabling. If the connectors look like the image below, please contact support with a photo and support will assist with resolution. See example below:
- Discolored or burned RJ-45 connectors are a sign of water damage or shorted cabling. If the connectors look like the image below, please contact support with a photo and support will assist with resolution. See example below:
- Test a new cable or a patch cable to see if the device comes online
- Contact Support with what has been tried and any relevant photos that may assist in the next phase of troubleshooting.
Non-recording State
- Check the "Logs and Reports" tab in console to see what error the device may be seeing
- Navigate to "Logs and Reports" --> "Diagnostics Logs" --> Search for the serial number or check to see what is most recent
- Navigate to "Logs and Reports" --> "Diagnostics Logs" --> Search for the serial number or check to see what is most recent
- Remote Reboot the camera in the console under the “Devices” page and clicking into the camera in question.
- Manually power cycle the device
- Unplug the device and plug it back in.
- If the error is related to "Storage", ensure that the SD card is seated properly
- Power down the camera by unplugging it, remove the dome carefully and reinsert the SD card, power the camera back up.
- Check the LED lights on in the camera and provide support with the colors showing.
- Contact Support if the device is not coming back into a recording and healthy state after the reboots. Support can assist with next steps.
Sensors
To troubleshoot a sensor, we first recommend running a bluetooth diagnostic from the Rhombus Mobile App when nearby the sensor.
- In the App, navigate to Devices -> Utilities -> Bluetooth Diagnostic.
- For more instructions, please follow this Bluetooth Diagnostics article.
- If you have any questions, please provide a screenshot and details of the issue to Rhombus Support.
Is the sensor activating?
- When installing a sensor, first ensure that a Bluetooth-capable Camera or Audio device is installed and within range. If the sensor is still not connecting, try moving it right next to the base station device (the camera or A100 that it is connecting through).
- When first registering a sensor, here are some helpful guides:
- Check the battery levels for the E1, D1, or M1. If the sensor does not activate, it may be out of battery.
- This article goes through how to change the sensor battery.
- If the sensor does not appear on the bluetooth scan through the mobile device, try turning off the bluetooth setting on your mobile device and turning it back on. Refreshing the app may also help.
Additional Articles regarding sensors:
- Sensor BLE Range
- Configuring Your Sensor for Use
- Installing the Door Sensor
- Alert Policies for Sensors
Web Console
- Is this your first time logging in?
- Check your inbox and spam folder for the Rhombus Welcome Email. The email will contain the link to finish setting up your account and create your password. If you need this email resent, please contact your organization's IT or administrator to resend the welcome email.
- Trouble Logging In?
- You may need to reset your password. Please navigate to this password reset article.
- Clear Browser Cache and Cookies for "All Time"
- This article walks through how to clear browser history.
- Issues with camera settings?
- Please see the following articles to assist with adjusting settings:
- Please note that the R360, due to it being a fisheye lens, does have a max resolution that differs slightly from the other cameras. It also offers more limited AI features. Here are some more in-depth articles for the R360:
- Questions on Camera Device errors, bandwidth consumption, or uptime/downtime?
- This information is available in the console under the tab "Logs and Reports":
- This information is available in the console under the tab "Logs and Reports":
- For any issues or concerns with the console, always feel free to reach out to Rhombus Support. We are happy to assist answer any questions!
Mobile App
Before attempting any mobile troubleshooting procedures, please do the following steps with the app:
- Log out of the mobile app.
- Update the mobile app to the most recent version.
- Log back into the mobile app.
Re-downloading the App
- Even if you are running the most up-to-date version of the app, deleting the app and redownloading the latest version can sometimes help clear issues.
Helpful Articles:
- If you are still having issues, please reach out to the Rhombus Support team.
Apple TV
Before attempting troubleshooting procedures, please do the following steps with the app:
- Log out of the Apple TV app.
- Update the mobile app to the most recent version.
- Log back into the app.
Re-downloading the App
- Even if you are running the most up-to-date version of the app, deleting the app and redownloading the latest version can sometimes help clear issues.
Troubleshooting:
- Issue with the Video Wall
- Do you have the same issue when viewing the video wall through the Rhombus Console?
- If yes, the issue may be related to the video wall. Please take a look through the following article:
- Managing Video Wall Article
- Ensure all cameras are connected.
- Contact Support with any relevant screenshots and additional questions.
- Do you have the same issue when viewing the video wall through the Rhombus Console?
- Issue activating the Apple TV
If you are still experiencing issues, please reach out to the Rhombus Support Team for assistance with a detailed description of the issue, any steps you have already taken, and any pictures of the issue.
Contact Support
For more information about support, please visit this Everything About Rhombus Support Article.
In your web console, click on the Help Question Mark and then select "Request Support"
Have more questions? Contact Rhombus Support at +1 (877) 746-6797 option 2 or support@rhombus.com.
Interested in learning more? Contact Rhombus Sales at +1 (877) 746-6797 option 1 or sales@rhombus.com.
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