Adding new ADC-V522IR to account issues

Support
1

Been trying to add a new ADC-V522IR camera to my account tonight, but it gets to Configuring Network 18% from the Video Device setup it stops responding to a ping and never completes.

Initially, I thought it was because I had it so it could go out either WAN connection I have so I made a firewall rule to mandate it only goes out one of them but it still doesn’t want to pair up. Any ideas?

Are there any behind the scene logs?

Thanks in advance,

Wes

2

Im sorry to hear that but I’m happy to help. I see a couple cameras tried to upgrade their firmware around that time. I’m not sure which one is your 522IR.

Can you try these steps?

  1. Unplug the camera for 30 seconds and then try to reinstall it.
  2. If that doesn’t work then factory reset the camera by holding down the WPS/reset button for 15 seconds until the LED starts flashing green and red. Then release the button and give the camera a few minutes to reboot with factory defaults settings. Then try to reinstall it again.
  3. If that doesn’t work, PM me the MAC address of the camera. Leave it plugged in and connected to the network and we’ll try to troubleshoot it on our end.

Thanks!

1 Like
3

Hi Roy,

Already tried the first two. I’ll send you the MAC address now.

Thanks,

Wes

4

I’ve opened a ticket with Alarm.com to help us resolve it. I’ll let you know as soon as we have an update. Please leave the camera plugged in and on the network so we can access it. Thanks!

5

Hi Roy,

What’s the normal turn around time from the alarm.com folks?

Thanks in advance,

Wes

6

I’d expect to get a response tomorrow. Would have been today but they’re closed on Sunday.

7

Could you try powering off your router for 1 minute and then reattempting the installation? We’ve seen that help solve ADC camera installation problems like this before.

Also, a few follow up questions from Alarm.com…

  • Is the camera being installed via WIFI or is the camera plugged directly into the router?
  • If WIFI, how far away is the camera from the router?
  • What broadband speeds do you get if you run a speed test?

Thanks!

8

Already tried power cycling the router. As a matter of fact that is why you saw my other camera being deleted and readded. I was testing to see if it was a routing issue.

Camera is plugged directly into a switch with no ACl’s plugged into the router.

Not WiFi.

20meg up and 100 down

Thanks in advance,

Wes

9

We’ve followed up with Alarm.com and included your response. Waiting on their response.

Just to verify, are you trying to complete this setup in the Alarm.com website or the mobile app?

I think the 522 should be supported now to be added through the mobile app, and I am curious if the process fails at the same point.

10

I had tried initially from the app and failed miserably so then I went and tried it from the web page.

Wes

11

Can you try a couple more steps at the request of ADC?

  1. Try installing from a different browser or incognito browser in case cookies are somehow causing an issue.
  2. Connected it to the WIFI network that your other camera is on and try installing from there.

I don’t have super high hopes for these ideas but that’s what they asked us to do.

I’ll PM you everything I can see about it in the logs on our end.

Have you ever had this camera working in the past? I supposed it could be a defective camera.

12

I can try a different browser and a different pc but it’ll be a few days. I can also try the WiFi setup but this is a brand new camera. Has never worked yet.

Thanks,

Wes

13

Hi Roy,

So I got back and after holding down the WPS button several times finally got the AP part of the camera to come up, connected to it via my phone, hit the web site, connected it to the WiFi and then was able to successfully add it to the Alarm.com site. So in further testing, I’m now able to connect an ethernet cable to it and it keeps working that way. Not going to argue with success.

Thanks again for all the help,

Wes

14

Glad to hear it! I’m curious why it didn’t work before. :thinking: But happy to hear it’s online.