Live feed camera not working

Support
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1

I keep getting “there was a problem connecting to the camera. Please try again” for all of my older model cameras. Any way to resolve this??

So I have 3 older model camera: ADC-V720 and also a newer camera ADC-VC726. All of them are hardwired through ethernet. When i go to device overview, it is saying the camera is “online” and it’s able to record whenever there is movement.

However, i am unable to do live feed on those ADC-V720 camera and is fine for ADC-VC726.

For example, at this moment, when i go to one of my ADC-V720, it said online, 3/14/2025, 12:05pm (EDT) with a green mark. When i go to live feed, it gives the error with 2 options: retry and troubleshoot. I clicked on troubleshoot and it said "Your device is still having trouble connecting. The last time the camera communicated with us was “3/14/2025 11:31am”.

So i don’t understand why it is online and not communicating??

2

That is strange, those cameras are responding to test signals as well that I just sent.

Are you trying to pull up the live view in the Alarm.com app or in the website?

Try both, is there a difference?

3

So i just tried on browser while my app is open…The app shows live feed of new model camera, while the other error out. On the website, it is the other way around with new model being out

4

Only view the app or website one at a time, rather than both open at the same time. I just want to get a baseline of what is occurring and rule out any bandwidth issues.

If you just open the website to view them, can you view all cameras?

What version of the app are you using and what model of mobile device is it?

5

I closed the browser and all 4 are working on the app right now. I normally dont use browser at all for live feed. I can report back to go on browser to check if they work when its down on the app. It happens very frequently, so i can get back to you later today

version 5.9.2 on iphone 16

6

@jwcsurety

Just went on the app. New model camera works, but not the old model.

I closed the app completely, and then log in through the browser on a laptop.

For the browser, new model didn’t work, and old model cameras work.

7

What model router are you using for those cameras? Are you using a network switch? If so what model?

Can you confirm the upload speed of your internet connection right now?

You can run an internet speed test in google and check the upload speed.

8

IMG_5757
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This is for my WiFi connection. The cameras are connected via Ethernet to a hub/network switch (brand: tenda, model: TEF1109-p-8-63w). The network switch is connected to Verizon fios gateway G1100 router.

The network switch is also connected to access point, but that’s only for WiFi.

Thanks

9

Purely as a test, try unplugging the ADC-VC726 from the switch, then try a handful of times viewing the cameras in the app.

Do the V720 cameras still not connect?
Does one or two of the V720 connect?
Do all of them connect every time with the VC726 unplugged from that switch?

10

will get back to you on this…there are so many wires that the contractor setup during the home construction…im a little confused with how it was setup…there is a legrand module with telephone out on it and 2 other switches…the VC726 was added at a later time, but this problem I’m having is more recent. If i couldn’t figure out the wiring, i might have to PM you to get some assistance.

11

If you are having trouble identifying items, please feel free to send a private message with photos of the equipment and wiring/labels etc. We may not be able to identify exactly where things are connected but we could help provide some context.