Camera Connection Issues
Please follow the below troubleshooting methods that may help in resolving the Pixellot camera connectivity issues. If these troubleshooting steps do not help in resolving the issue, please contact our Installation Support line.
- Main Pixellot camera connection speeds are at 100 Mbps
- Main Pixellot camera connections are missing or intermittently disappearing/reappearing.
Confirm that all Ethernet connections from the camera to the VPU are the following:
- Securely connected
- Are not physically damaged or kinked
- Ethernet cables must either be CAT6/CAT6e
- Connected directly to the VPU without any Ethernet extenders or Ethernet switches
- Ethernet connections must be less than 250 FT
Checking the VPU's connectivity to the Pixellot camera
- Login to the Pixellot VPU and check the camera's connections by navigating to the Network and Sharing Center in the Windows control panel.
- Click on all active Ethernet connections in the 'unidentified network' row.
Focus on the connection's duration and speed. All connections should have an identical uptime and their speeds should be 1.0 Gbps.
Note: If the venue has an OCR camera, there should be at least 3 connections in total and there will be 1 connection at 100 Mbps. That connection is the OCR camera.
- If the first connection is stable and the second connection is unstable, swap both connections and wait for them to show up in the connections list again.
- If the first connection continues to be stable and the second connection continues to be unstable, the issue is the NIC and will require an RMA for the Pixellot computer (VPU).
- However, if the first connection is unstable and the second connection is now stable, the Ethernet cable may need to be re-terminated.
Note: After swapping connections on the NIC, a re-pair will be required. Please submit a ticket to the Install Support team for an agent to re-pair the VPU to the Pixellot camera.