Mobile Units Troubleshooting Guide

1. Purpose

This document provides step-by-step instructions for customers to troubleshoot common power and connectivity issues for surveillance systems. Following these steps may help restore service without requiring support intervention.

2. Identify Your Site Type

Mobile Units

• Installed on a pole or external wall
• Powered through a local electrical outlet (often GFCI)
• Uses SIM-based cellular connectivity

Common Issues:

• Power loss
• Tripped outlet or breaker
• Loose power connections
• Temporary network connectivity issues
• Weather-related interruptions

3. Safety Instructions

Before performing any troubleshooting:

• Do not open any equipment boxes or panels
• Do not touch exposed wires
• Do not perform troubleshooting during lightning or severe weather conditions
• If any cable appears damaged or unsafe, stop troubleshooting and contact support immediately

4. Troubleshooting Steps

Step 1 – Check the Power Source

Verify Outlet Power

1. Ensure the unit is securely plugged into the electrical outlet.
2. Confirm the outlet has power by testing it with another device if possible.
3. Check if the outlet is controlled by a wall switch and ensure the switch is ON.

Check for a GFCI Outlet Trip

Some units may be connected to a GFCI outlet.

If the outlet has a RESET button:

1. Press the RESET button firmly.
2. Wait a few seconds.
3. Verify whether the system powers back on.

What is a GFCI Outlet?

A GFCI (Ground Fault Circuit Interrupter) outlet is designed to shut off power when electrical faults are detected.

Step 2: Verify Power to Equipment

• Check if indicator lights are ON
• Ensure all cables are securely connected

Reference Image for the Power Connection: 



 

Step 3: Power Cycle the Unit

1. Unplug the power cable
2. Wait 10–15 seconds
3. Plug the unit back in

Allow 2–5 minutes for the system to restart

Step 4: Inspect for Physical Damage

• Check for:
  • Loose cables
  • Damaged wires
  • Weather-related damage

4. Final Verification

Check System Status

Step 1 : Log in to the Customer Portal

Step 2 : Look for the Cameras Tab ( Live views )

Step 3 : Verify if the live views are visible 

Note :  If the Cameras are Online, you should be able to see the cameras running on the online Cameras tab in the Live views.

5. When to Contact Support

If the issue persists after completing all steps, please contact Customer Support with:

• Site Name / Location
• Description of the issue
• Steps already performed