CCTV camera offline or not recording

All the steps on one page

1. 1

   Check the camera’s power

   If the camera has its own power adapter, check it is plugged in and switched on. Only check cables you can reach safely from the floor; don’t climb ladders.

2. 2

   Restart the recorder

   First check the monitor is on and showing the recorder, because a blank screen may just be the monitor. If so, find the DVR or NVR, the recorder box the cameras connect to. Use its own shutdown option in the menu if you can, as a sudden power cut can damage its recording disk. Only if that isn’t possible, switch it off at the plug. Wait 30 seconds and switch it back on. It can take a few minutes to show the cameras again.

3. 3

   Check your phone and the app

   Check your phone’s internet by opening any website. Then close the camera app fully and open it again. If the office internet is down, the app can’t reach the recorder.

When to contact us

• Missing recordings usually mean a full or failing hard disk, or a settings problem. Please don’t reset or format the recorder; raise a ticket and we’ll check it without losing footage.
• Those were the safe checks. Raise a ticket and an engineer will take it from here, remotely or on site.