Fixed Cameras/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

Fixed Sites

• Installed inside your facility/network room
• Uses your power and internet
• Includes equipment such as:
  • Router
  • Switches
  • Storage (NAS)

Common Issues:

• Power interruptions in the network room or at the switch locations.
• Internet/network issues.

3. Troubleshooting Steps

Fixed Sites (Power + Internet Troubleshooting)

Step 1: Check for Physical Damage

• Inspect all devices and cables
• Ensure nothing is loose or damaged

Step 2: Verify Power

• Confirm all equipment is powered ON
• Check:
  • Wall outlets
  • Network room power
  • Indicator lights on devices

Step 3: Check Internet Connectivity

• Verify internet is working:
  • Test using a phone or laptop
  • Check modem/router status lights

Step 4: Verify Connections

• Ensure:
  • All cables are securely connected
  • Devices are plugged into correct ports

Step 5: Reboot All Devices

1. Turn OFF:
   1. Router
   2. Switches
   3. NAS
2. Wait 30 seconds
3. Turn ON in this order:
   1. Router
   2. Switches
   3. NAS

Allow 5–10 minutes for full recovery

Reference Images of the Pro-Vigil Equipment :


Synology NAS:

Networking Switch : 

Router:

UPS :

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