Contacting Tech Support

Performing some basic troubleshooting and gathering the right information before you call Support or Submit a Help Ticket will help us solve your problem as quickly as possible.

Try some basic troubleshooting

1. Isolate your camera on a dedicated network and test discovery with the AV IP Utility.
2. Restore your camera to factory defaults.
3. Upgrade to the latest firmware.
4. Swap the problem camera with another working camera to see if the problem is the camera or the location. 
5. If the camera has a manual iris, verify that the iris is open.

If the problem persists

Gather the following information about your camera and/or VMS before you create a support ticket:

• MAC address
• Firmware version
• Make/model/version of NVR/VMS software
• Gather screenshots/images demonstrating the problem
• Status of LEDs (on, off, color)
• Help us understand how the camera is powered — Make/model of your Ext/POE switch or injector

Then contact Support

• Preferred: Submit a request through our online help portal > Submit a Request
• Phone: [phone]