1. 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
2. Is this a new install? If yes, the following articles may help assist:
   • Wiring a New Rhombus Camera
   • Mounting a New Rhombus Camera
3. 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:
       • Networking Best Practices
       • Supported Network Protocols
       • Port Configuration
   • If the camera is still unable to connect, you may need to contact your network administrators or internet service provider for assistance.
4. 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.
5. 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. 

1. 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.
2. 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:
     • Networking Best Practices
     • Supported Network Protocols
     • Port Configuration
3. 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
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.
5. 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.
6. 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)

1. 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.
2. 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.
3. 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:
4. Test a new cable or a patch cable to see if the device comes online
5. Contact Support with what has been tried and any relevant photos that may assist in the next phase of troubleshooting. 

Non-recording State

1. 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
2. Remote Reboot the camera in the console under the “Devices” page and clicking into the camera in question.
3. Manually power cycle the device
   • Unplug the device and plug it back in. 
4. 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.
5. Check the LED lights on in the camera and provide support with the colors showing.
6. Contact Support if the device is not coming back into a recording and healthy state after the reboots. Support can assist with next steps.