Please follow the Camera Connection checklist step-by-step and report back to our installation support hotline with your findings. We encourage you to take notes and provide as much detail as possible when you contact our support team along with pictures of what is causing the issue.

If you are unsure about any of the steps or need guidance, please call Installer Support for further assistance 

 Support Line Call/Text line: (404) 905-1191

Camera Connection Troubleshooting

NIC: Refers to the network interface card or the 4 port camera connection ports, which are responsible for connecting a device to a network and the camera head to the computer.

1. Check connections (physically and in software): This involves physically checking the connection between the NIC and the device, as well as checking the software settings (ie network/sharing center/logs) to ensure the NIC is properly connected.
   1. 1. Ensure that the cable is securely plugged into both devices and that the connectors are not damaged or loose. Confirm there are no patch cables, knots, or kinks in the CAT6 cables.
      2. The Cat6 Cables should have a direct connection from the camera head to the Pixellot computer. ie no patch cables or cable extenders
2. Make sure the correct lights are on When the NIC is properly connected, there should be specific lights that turn on to indicate the connection status. Make sure these lights are on.
3. Please provide pictures of the NIC to determine the status of the lights. Specifically, please provide pictures of the NIC with the lights on or off.
4. Try other ports on the NIC: If the current port on the NIC is not working, try using another available port on the same NIC
5. Also, try other devices (Pixellot computers) or network sources: If the issue persists, try using a different device or network source to rule out any issues with those components.
6. If the motherboard NIC (network NIC) is suspected bad, try using the camera NIC: If the issue is suspected to be with the NIC on the motherboard, try using the NIC on the camera to determine if the issue is with the motherboard NIC specifically.

Camera Port: Refers to the port on the device where the camera is connected. RJ45 Pinout T568B

1. Check physical connections: ensure that the cable is securely plugged into both devices and that the connectors are not damaged or loose. Confirm there are no patch cables, knots, or kinks in the CAT6 cables.
   
   • The Cat6 Cables should have a direct connection from the camera head to the Pixellot computer. ie no patch cables or cable extenders 
   • Check the weatherproof connections
2. Unplug/Replug the cable: This simply means unplugging the camera cable from the port and then plugging it back in again.
3. Test cable with another camera, device, and/or with a cable tester: This involves testing the cable with another camera or device to see if the issue is with the cable itself.
   • • Termination for CAT6 cables should be RJ45 Pinout T568B
4. Provide pictures from the cable tester: If the cable tester is used, pictures can be taken of the results to provide visual evidence of any issues.
5. Test Camera Port with a known good cable, results? This step involves testing the camera port with a known good cable to determine if the issue is with the camera port or the cable. 
   
   
   • • If the known-good cable is showing up on both camera ports, then the issue is with the 'bad' cable run, and the cable run needs to be replaced. 
6. Does swapping cables have an expected outcome? (The same camera port should be bad after the swap): This step is to determine if swapping cables results in the same issue with the camera, which could indicate a problem with the camera itself.
7. Physical defect (damaged lens, damaged ports, corrosion on ports affecting terminals, etc) Provide pictures: If there is a physical defect with the camera, such as a damaged lens, pictures can be taken to provide visual evidence of the issue.