Which of the following categories are you having trouble with?
Does the camera have any LED lights when the dome is off?
Yes LED lights:
Checkout this article for the meaning of the LED sequence based on camera model. If the camera is not connected 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. Does the camera have an IP address?
Yes, the camera has an IP address:
The network may not be configured to allow the camera to connect. Please ensure that all the required network ports are open and check for firewall restrictions. If the camera is still unable to connect, you may need to contact your network administrators or internet service provider for assistance.
Is this a Wi-Fi connection?
Yes this is over Wi-Fi: The camera is not able to properly communicate with the network. If the connection is over wifi, double check the SSID and password for matching case and spelling. Make sure the network that the camera is connecting to is only broadcasting at 2.4 GHz. Also, make sure the camera is wired properly for Wi-Fi. Click here for more details on model-specific wiring. If the camera still does not appear on the DHCP client list, try connecting a mobile phone to the network to make sure the SSID and password are correct and the phone MAC address is appearing in the same DHCP client list.
No, this is through POE: 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. Example below:
The camera is probably not powering on. First, be sure the camera is plugged into a POE switch that support 802.3af POE protocol. Note, most routers and access points do not support POE connections. Next, check to see if the port on the POE switch is supplying power to 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.
Try checking the connections and look for water damage. Discolored or burned RJ-45 connectors are a sign of water damage or shorted cabling. If the connectors look like the image below, the camera will require replacement.
If you are nearby the sensor, you can run a bluetooth diagnostic on the camera by going to the mobile app in Devices -> Utilities -> Bluetooth Diagnostic. You may need to activate the sensor as shown in this article. If the sensor does not activate, it may be out of battery. Please see this article to change the sensor battery. If the sensor does not appear on the bluetooth scan, try turning off the bluetooth setting on your mobile device and turning it back on.
If none of these procedures work to get the sensor back online, it may need to be replaced. Contact our support team for replacements or other sensor related issues.
Which page are you having trouble with?
Web console: have you logged in before?
Have logged in: Try resetting your password by going to this link.
Never logged in: You may have received a welcome email from Rhombus Systems to setup your account. If you cannot find this email, or if the link is not working, try contacting your channel team or account manager to get a new welcome link.
Before attempting any mobile troubleshooting procedures, it helps to,
- Logout of the mobile app.
- Update the mobile app to the most recent version.
- Log back into the mobile app.
If you are still having trouble, contact our support team. You can also send additional information that will help our support team by going to the Account screen and pressing the "Send logs to support" button. This will upload a detailed report of the issue you are experiencing and could resolve your ticket faster.
Please note: we do not support mobile browsers such as Mobile Safari or Mobile Edge to access the Rhombus web console: https://console.rhombussystems.com/
Before attempting to troubleshoot the Rhombus Apple TV app, try to update the app to the most recent version. If this does not correct the issue, try to delete the app and reinstall it.
Which problem are you having trouble with?
If you are having trouble with a particular video wall, are you having the same issue when viewing the same video wall on the Rhombus web console?
If you are experiencing the same issue on the Rhombus web console, the issue may not be related to the Apple TV app. Check to make sure that all the cameras are connected. Reach out to support for more assistance.