General Onsite Troubleshooting Procedures

Camera Disconnected (Possible Network Issues)

1. Check cable runs and wiring.
   • Have all the cables been tested and verified?
   • If a patch cable is used, does the device come online?
   • If the cable for a known-good camera is used, does the device come online?
   • Are there any visible signs of corrosion or bent pins?
   • Try checking all the RJ45 connectors, starting at the camera and going to the switch. Mismatched wires in a cable can cause the camera to power on but not gain a connection.
2. Check the onsite networking setup.
   • If the camera is not connecting to the internet, 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 can be found 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.
   • 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:
     • Network Setup Guide
     • Supported Wi-Fi Network and Authentication Protocols
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 contact Rhombus 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 Issues

If there are no LED lights, 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. 

1. Is the camera plugged into a PoE switch that supports the correct protocol?
   • Most routers and access points do not support PoE connections.
   • Review the PoE requirements of the specific camera model.
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 RJ45 connectors are a sign of water damage or shorted cabling. If the connectors look like the image below, please contact Rhombus Support with a photo and they 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 Rhombus Support with what troubleshooting steps you have taken and any relevant photos that may assist in the next phase of troubleshooting. 

Registration

Registration issues may sometimes occur if there are issues with the SD card. Power cycle the device and ensure the SD card hasn't been accidentally dislodged.

This YouTube video covers the general steps for replacing the SD card for several dome camera models. 

1. Power down the camera by unplugging it.
2. Carefully remove the dome.
3. Ensure the SD card is properly seated. Reseat if necessary. 
4. Reattach the dome.
5. Plug the camera back in to power it up.
6. Use a soft cloth or non-abrasive alcohol wipe to clean the dome to remove any fingerprints or smudges before final installation.

Non-Recording State

1. On the "Devices" page, look for this status message:

2. Check the error the device is experiencing by navigating to the "Logs and Reports" tab, selecting "Diagnostics Logs" and searching for the serial number.

3. Perform onsite troubleshooting:

• Remote Reboot the camera in the console under the “Devices” page and click on the camera in question.
• Power cycle the device by unplugging the device and plugging it back in. 
• If the error is related to "Storage," ensure 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.
• Contact Rhombus Support if the device does not come back into a recording and healthy state after the reboots.
  • Check the LED lights on in the camera and provide Rhombus Support with the colors displayed.