Typical troubleshooting steps for the "Camera is offline" message in the Video Portal or in the Admin Portal will depend on the specific situation.
The following list describes common situations. Please choose the most appropriate situation and follow the link to view the recommended troubleshooting steps.
1. I Have Just Installed a Push Module on the Camera but It Is Not Working
Troubleshooting tab message:
Unfortunately we can not connect to your ONVIF Camera.
Please make sure the Camera is Online and connected to the Internet.
Please follow this link↗️ to view troubleshooting steps for this situation.
2. The Camera Was Working Fine, but After the Firmware Upgrade, the Camera Is No Longer Streaming to the Cloud
Troubleshooting tab message:
Unfortunately we can not connect to your ONVIF Camera.
Please make sure the Camera is Online and connected to the Internet.
Please follow this link↗️ to view troubleshooting steps for this situation.
3. The Camera Was Moved to a New Location and Now Does Not Stream
Troubleshooting tab message:
Unfortunately we can not connect to your ONVIF Camera.
Please make sure the Camera is Online and connected to the Internet.
Please follow this link↗️ to view troubleshooting steps for this situation.
4. The Camera's User Name Had to Be Changed, and Now the Camera Is Not Streaming
Troubleshooting tab message:
Unfortunately we can not connect to your ONVIF Camera.
ONVIF Authentication Failed.
Please follow this link↗️ to view troubleshooting steps for this situation.
5. I'm Trying to Add a New Camera and I Get an "ONVIF Authentication Failed" Message All the Time, Even Though the Correct User Name and Password Are Used
Some cameras have a separate user for web access and for ONVIF access.
To learn how to create an ONVIF user, please visit this page↗️
6. My ONVIF (Generic) Camera Stopped Working. Nothing Was Changed, and the Location Where the Camera Is Installed Has a Good Internet Connection
Most likely, your internet service provider has changed the IP address for the location where the camera is installed.
→ Change the IP address on the Network tab of the camera properties to the correct address.
To avoid such situations, consider using dynamic DNS services or requesting a static IP address from your internet provider.
7. Camera Works When Added as ONVIF but Not as P&P, the Model Is in the List of Supported Models and the Push Module Status Is OK
For the push module to work properly, the camera should have access to the internet.
→ Check for errors in the camera's network configuration.
Also, check the camera's clock configuration. Some camera models cannot access the internet and/or resolve DNS names correctly if the time is incorrect.
8. I Added a P&P Camera, the Troubleshooting Tab Says That the Camera Is Offline, but I Can Access the Camera Web Interface Using the Generated Link
More and more cameras now do not allow remote connections if the user did not change the default password to a more secure one.
To fix this:
Close the camera properties window in the Admin Portal.
Change the password for the ONVIF user on the camera.
When a new password is created, open the camera properties in the Admin Portal again.
Go to the Troubleshooting tab and wait for automatic troubleshooting to complete.
Our system will detect that the password is incorrect and will request new camera credentials.
Enter the new credentials for the ONVIF user and click Save.
You can follow the steps on this page↗️ to reset your password and save it in the 3dEYE Platform.
To activate the ONVIF user on the camera, follow the steps on this page↗️
Related Information
For more information on how to calculate data consumption, please visit this page↗️
For more information on how much bandwidth is needed for cameras, please visit this page↗️
For more information on how to set up analytics, follow this page↗️
For how smart analytics works, follow this page↗️