Troubleshooting made easy

Please check the following before contacting Technical Support.

First steps

Sometimes the basics are the problem.

  • Check to see if OvrC is down. Visit status.snapone.com and click the + next to Partner Services Health to expand the list.

  • Check to see if the internet is down at the customer site. Try DownDetector.com, DownForEveryoneOrJustMe.com, or IsItDownRightNow.com.

  • Ensure that no cables have been cut, unplugged, or reconnected to a different port.

  • Ensure you do not accidentally have a switch plugged into a camera port on the NVR. If you do, then none of those cameras will be visible. Instead, if you are lacking ports, you can connect cameras to the NVR through the network; plug the switch into the router and add the cameras that way.

  • If you are running PoE, ensure that the customer has not added a new device to a PDU or switch, putting it over its PoE budget.

  • Ensure that the site is not experiencing a power loss. You'll get the best search results from the site of the utility company that services that area.

Single IP camera drops offline

If one or two previously functioning cameras drop offline...

  1. If the camera is on a switch, use the Luma Utility or an IP scan to ensure that the IP of the camera has not changed.

  2. Ensure the camera is using the correct protocol for connection to the NVR.  

  3. Ensure that PoE is still being provided to the NVR channel or switch port the camera is using (with x20 NVRs, go to System > PoE Power Management to see which channels have PoE power running).

  4. For x20 NVRs, ensure the credentials and IP address are correct for that channel.

  5. If you have cameras on the NVR and others attached to a switch, ensure that no cameras on the switch are assigned to a channel that is already in use on the NVR.

  6. For x10 NVRs, in the Camera Management menu, hold your mouse over the status column entry for that camera. A mouseover appears with the specific offline error (e.g., Network Abnormal, user/password error, etc.).

  7. Take the camera down. Use a short patch cable to connect the camera directly to the NVR or the switch. This test shows whether the issue is with the category cable run or the camera itself.

Several IP cameras drop offline

If three or more previously functional cameras drop offline at the same time, then the problem is likely with the NVR or a switch.

  1. Check to see if PoE is being provided. With an x20 NVR, go to the web interface of the NVR, and navigate to Function Panel > System > POE Power Management.

  2. If all cameras show 0, connect the cameras to a PoE switch to determine if the issue is with the cables or cameras.

  3. If cameras power up on a PoE switch and are visible, then contact support for further troubleshooting steps and a possible RMA.

  4. If no cameras power on, then issue may be environmental or a hardware issue related to the line or camera.

Nighttime image issues

Click here for details of common infrared image issues (with photographs) and steps to avoid them.

If OvrC credentials don't work

Sometimes a network error can cause a password to fail.

You can re-push OvrC credential passwords by clicking on the arrow to the right of each password; this usually clears up the issue.

Try the Luma Surveillance Tool

This is a utility that searches for and identifies Luma x20 cameras on the network. Download it here: 

Note that these are PC apps, and you may run into issues if running them under Parallels.

When you call Technical Support...

To get full support, you must be listed in our system as a verified technician on your company's account. We can provide limited assistance if you are not, but advanced troubleshooting will not be possible. If you are not listed, have your account administrator add you using this procedure.

When you call us, please have the following ready: 

  • Your company S code (or Control4 ID).

  • Be on your laptop connected to the project's LAN.

  • Have your OvrC account connected to the site.

  • If you are on site, have a small PoE switch (or an injector).

  • Answers to these questions: 

    • Were the cameras and NVR previously working? 

    • For how long were they working? 

    • What changed at or near the time they failed? 

And, while you're waiting on hold, go to the Tech Community and see if a quick search will find you the answer you need.