FAQs
My iSeeVideo camera goes offline completely or intermittently. Is there a Troubleshooting guide?
If your iSeeVideo camera goes offline completely or intermittently, use the following Troubleshooting guide:
1. If all cameras appear to be offline, first check the ISEE-WAP Wireless Access Point to ensure all lights are on (Security, Wireless, LAN and Power lights).
2. Check all CAT5 cabling between the customer router and the ISEE-WAP. Test the CAT5 with a tester or by plugging it into your laptop and verifying the cable maintains a successful connection to the Internet.
3. Check the camera for power and observe the correct LED indications:
a. Check the camera to ensure the power LED is on solid green and the Network LED is blinking. (Note: The outdoor camera (model ISV-WLOCAM) has a small green light located above the PIR sensor on the front of camera. This light should be blinking to indicate successful network connectivity and power).
b. If the power light is off, check the power supply voltage. You may need to remove power from the camera for 10 seconds then re-apply power to reset the camera. If the wire has been spliced, ensure a voltage drop does not exist (we recommend using 18/2 AWG wiring for power).
4. For new installations, verify that the MAC address of the camera is correct and listed on the www.videoalert.net website under "My Account".
5. If the iSeeVideo camera(s) are still offline, try defaulting each camera by pressing its Reset button for 15 seconds. Note that the camera must be powered to initiate this default process.
6. If the iSeeVideo camera(s) are still offline, connect the camera directly to the ISEE-WAP. Check if video feed appears and if the ISEE-WAP has Internet connectivity:
a. If video feed appears, check for firmware updates under "Advanced Settings" and update if necessary (the firmware update process can take several minutes to complete). After updating completes, check again to ensure the camera contains the latest firmware. Also verify video re-appears after the firmware is updated.
b. Power the camera wirelessly, and check its connection to the ISEE-WAP.
If the iSeeVideo camera(s) are still offline, proceed as follows:
7. Check the ISEE-WAP and ensure that all 4 LEDs are lit (Security, Wireless, LAN and Power).
a. Test the Internet connection to the ISEE-WAP by connecting a laptop to one of the 4 grey-colored ports on the ISEE-WAP. If the LEDs are not all lit, ensure the CAT5 cable from the router is plugged into one of the 4 grey-colored ports on the ISEE-WAP (not the yellow-colored port).
b. Defaulting the ISEE-WAP by pressing its Reset button (located on the front of the unit) for 15 seconds. The LEDs will all turn off and will start blinking after it is reset.
NOTE: Check the signal strength for ALL cameras. The recommended wireless signal strength should be 50% or greater for stable connections for non-HD cameras, and 65% or greater for all HD cameras. If it is lower, relocate the ISEE-WAP to a location that provides a stronger signal (such as centering its location between all cameras).