Camera Cannot Connect

Support
1

I have a few cameras that will not connect after a power outage. However, removing the SD card and reboot the camera will get it connect immediately. Has this happened to anyone…

2

Are they still reachable after reinserting the SD cards?

Typically in a situation where you are having trouble connecting to a camera after a power outage is restored, just the power cycle is recommended as a first step to help resolve issues with reconnecting to wifi or with wider internet access for them if they are connected to wifi locally but unable to communicate with Alarm.com.

I don’t recall a situation where the SD card had an impact on connectivity.

3

Hi Jason,

The camera will not connect after Power Cycle. If I removed SD card and power cycle it will reconnect without issue.

4

Are you able to then reinsert the SD card and restart recordings after the camera reconnects?

Can you confirm the name of the cameras experiencing this problem?

5

the 4 cameras not reconnecting are Dining Room, Driveway, Garage, and pool camera. One they reconnect I can insert the SD card and record as normal. This is odd…

6

Hello,

Can you please answer the questions below

  1. Does this issue happen if you unplug the camera and plug it back in or only when there is a power outage?
  2. What is the brand and model of the SD Card?
  3. How long is the wire run between the transformers and the cameras?
  4. Are there any Wi-Fi extenders on your network?
  5. The name of the cameras are not matching what is on alarm.com. Can you confirm the names of the cameras?

Thank you

7

  1. Yes the issue happens when the camera looses power.

  2. Samsung Pro Plus 512 and 256

  3. I am using the standard plug the camera came with

  4. no wifi extender, I am using Eero…was working great up until 3 weeks ago

  5. Not what you mean matching…the 4 cameras not connecting are Dining Room, Driveway, Garage and Pool

8

Not what you mean matching…the 4 cameras not connecting are Dining Room, Driveway, Garage and Pool

In the Alarm.com account linked to your username I see cameras labeled Driveway Camera and Garage Camera, however there are no cameras with names related to Dining Room or Pool.

I think I see the confusion though, do you have two subscriptions? If so it looks like one was purchased under a different Surety login.

One option we could try is downgrading the firmware version on one or more of the affected cameras to the prior version to see if that has an effect.

If you would like to try this can you send us a private message from the account linked to the other subscription to verify?

9

Hi Jason…logged into the Surety Account for the other account

10

Thank you for confirming, yes this is the one I expected and we received the PM.

The Driveway, Garage, and Pool cameras are reporting as disconnected so I cannot send commands, however the Dining Room has been downgraded on firmware.

Are you able to test this circumstance on the Dining Room camera and see if you can recreate the issue you were experiencing or if it is no longer occurring?

Are the other 3 cameras currently experiencing this particular issue you reached out about? If you can troubleshoot those and get them reconnected we can try the downgrade on those too.

11

Hi Jason,

I will power down the dining room camera and test I will let you know. If reconnect automatically. I will get the other 3 camera back online so you can perform the downgrade.

Thank you!

12

Hi Jason,

I think the firmware was the issue. Do you mind downgrading the other 3 cameras. They should be online now.

13

The firmware downgrade has been completed on the remaining cameras.

Please let us know if you continue experiencing issues.