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Security Camera Troubleshooting Tips

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Security Camera Troubleshooting Tips
December 13, 2019
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Security Camera Troubleshooting Tips

Frontpoint Security’s handy

guide makes security system troubleshooting a breeze

Home security cameras provide safety and convenience to homeowners and renters, giving them the ability to check on their home and loved ones at any time from anywhere. But like any modern technology, issues can sometimes arise.

Frontpoint Security maintains a list of Frequently Asked Questions, installation guides, and more on our support page to address common concerns. But if your cameras go offline, you can also try these troubleshooting tips to get them working again quickly.

Our exceptional Customer Care specialists also stand ready to assist at 877-602-5276, or by emailing support@frontpointsecurity.com, if the troubleshooting advice below doesn’t solve your system’s problem.

What to do if your home

security cameras go offline

1. Check the camera power.

It may seem obvious, but before you do anything else, make sure your cameras, router, and other Wi-Fi-enabling devices are securely plugged in on both ends. If the router isn’t properly connected or the camera’s outlet is out, your camera won’t work.

2. Reboot or power cycle your router

3. Power cycle the camera

Unplug the camera's power jack and then plugging it back in to restore power.

4. Restart your camera

Press the reset button and hold it. The LED light should flash, alternating from red to green. Keep pressing the button until the light is a solid red and turns off. This will take about 15 seconds. Release the button and unplug the power source for 10 seconds.

5. Check the batteries

A simple reason your camera may be offline is that its batteries need to be replaced.

6. Make sure the camera is within range

If your camera is installed outside of your wireless router’s range, it can cause a weak signal or force it offline. If you believe that’s the case, try moving it the router closer and reconnecting the camera to the network. A Wi-Fi extender can also help extend your router’s range.

7. If issues persist, try resetting the camera to its

factory default

The WPS button located on the back of the camera is used for troubleshooting activities. Press and hold the WPS button until the LED light flashes green and red. Release the button and wait for the camera to reboot to its factory default settings. If the camera was previously installed to a Frontpoint account, it will need to be deleted before it can be added again.

Other camera troubleshooting scenarios

If you recently replaced your router or modem ….

A common reason cameras go offline is because users have replaced their router or modem. There are three options for connecting security cameras to your home wireless network: Access Point Mode, WPS, or a physical ethernet cable.

If you got a new router recently, follow these steps to reconnect your camera to your Wi-Fi network:

To use Access Point Mode:

Access Point Mode sets the camera to broadcast a temporary wireless network that enables set-up and a connection to the home’s Wi-Fi network. Here are the steps to use it:

  1. Press the “Menu” button on the top of the camera.
  2. Use the “Volume” buttons to scroll until you see “Access Point Mode.” The LED light on the camera should start to flash white.
  3. Using a smartphone, tablet, or computer, navigate to the Wi-Fi settings to connect to the wireless network ALARM (XX:XX:XX). The XX:XX:XX indicates the last six digits of the camera’s MAC address, located on the bottom of the camera or on the packaging.
  4. Once connected, open a web browser and enter “http://FPSetup” in the URL field. Follow the on-screen instructions to enter your home Wi-Fi information. Add the camera to the Wi-Fi network.
  5. The LED light will turn solid green when the connection is complete (about 1-2 minutes).

To use WPS (Wi-Fi Protected Setup):

Note that WPS is a standard method of easily setting up a secure wireless network but some routers may have it disabled by default (even if the button is present on the unit), eliminating this option.

  1. Locate the WPS button on the router. (It often has a lock icon or two arrows forming a circle.)
  2. Locate the WPS button on the back of the camera and hold it until the LED light begins to flash (usually within 2-3 seconds).
  3. Press the WPS button on the router until its light flashes (usually no more than 6 seconds).
  4. Allow a few minutes for the router and camera to connect. The LED light on the camera may change from flashing blue to green or red. When it stays a single color for a few minutes, continue to the next steps.
  5. If the light is solid green, the camera is connected to the internet.
  6. If the camera is flashing green, it lacks a solid internet connection but can speak to the router. To troubleshoot why, power down the camera for a few seconds and then reboot it. If it continues to flash green, power down the router for a few minutes, power down the router backup, and then connect again via WPS.
  7. If the camera’s light is solid red, it can’t connect to the internet. It may be too far away for WPS to work.

To use an ethernet cable:

  1. Power the camera off.
  2. Plug the ethernet cable into the camera and router. (If your router has LAN ports numbered 1-4, any of those slots may be used.)
  3. Power on the camera and wait until the LED light turns solid green.
  4. Program your home wireless network information by logging into com and then clicking “Video.” Click “Settings” and select the correct camera under the video device dropdown. Select “Wireless Network” and click “Scan.”
  5. After the scan is complete, select the appropriate network name. Enter the password for the wireless network and click “Continue.”
  6. If the LED light turns solid green, you are connected to the internet; check the camera to make sure you can see live video on the app or website. If you can’t, try these tips: If the light flashes red or green, the password you entered may have been incorrect. Repeat the setup steps above and enter your wireless password again. If the LED light flashes green for 2 or more minutes, the camera is trying to communicate with the wireless network but is struggling to connect. In that case, power down the camera, wait a few seconds, and then power it back on. Allow the camera to boot up. If the LED still flashes green for several minutes, power down the router for a full minute and then power it back on. Wait for the internet connection to re-establish.

If none of those steps worked, delete your camera from your account, do a factory reset, and then connect the camera to the new wireless network.

Person viewing home security camera video while on vacationPerson viewing home security camera video while on vacation
Rest easy on vacation knowing that working home security cameras let you check on your home and loved ones at any time.

If you entered your Wi-Fi password during setup but

still don’t see a solid green light ….

You may have accidentally typed your password incorrectly. (It happens!) Test this theory by logging onto a different device using the same password. If it works on that device, power cycle your router. Once the router reboots, reset the camera back to the flashing white light mode by holding the button on the back for 5 seconds. If the flashing white light doesn’t appear, unplug the camera from the power outlet, wait 10 seconds, then plug it back in. If you still don’t see a flashing white light after 3 minutes, contact Customer Care.

If you don’t see a Video tab when you log into MyFrontpoint.com

….

Log out and back into the account. If you still don’t see the tab, try using a different browser (Google Chrome generally works best). If you are still unsuccessful, Customer Care may need to make a minor change to your service plan.

If the customer portal can’t find your camera ….

Power cycle camera by disconnecting from the power outlet for 10 seconds then reconnecting. If the camera is still not found, locate the MAC address on the camera’s label. Type this number into the search field and hit Refresh then “Find”. If your device still cannot be found, contact Customer Care at 877-602-5276.

If scanning for wireless networks is

unsuccessful ….

Check if the network can be found on another device. If so, hold the camera’s WPS button for 5 seconds until it blinks white. Reattempt http://FPSetup. If the network isn’t detected on the other device, power cycle your router and try these steps again.

If your camera won’t connect to your Wi-Fi network ….

An incorrect password for your wireless network or certain settings on your router are often the culprits. Check to make sure you’ve entered the correct password by trying it on another device. If the password works, power cycle the router, hold the WPS button until it flashes white, and then re-attempt the install.

If your camera is set up properly but you can’t

view live video on MyFrontpoint.com ….

Try to view videos on a mobile device instead of the computer. If videos aren’t working on your mobile devices either, contact Customer Care. If they are but you prefer using your computer, check your browser for video player plugins like Adobe Flash Player that can help the videos play.

If the LED light turns red and the camera stops recording

….

Your camera lost connection with your home Wi-Fi network. Visit MyFrontpoint.com, log in, and click the “Live Video” tab. If your camera has been showing the red light for more than 5 minutes, you will see a “Troubleshoot” button. This will take you to the Video Troubleshooting Wizard that can help you fix the problem.

Frontpoint doorbell camera

troubleshooting 

Doorbell Cameras enable homeowners and renters to remotely answer their doors, seeing and speaking to visitors with handy features like infrared night vision and two-way audio. They also help users keep tabs on any activity at the door, sending email, text, or push notifications even if movement is detected but the doorbell isn’t used.

There are two main reasons doorbell video cameras go offline: loss of power and issues with the Wi-Fi signal. To troubleshoot the problem, first, make sure the doorbell camera is receiving power. If it is, power cycle the device by holding down its button until the LED light flashes blue—then release it. If the camera still doesn’t connect, the problem is most likely Wi-Fi-related.

For optimal operation, doorbell cameras generally need upload speeds of at least 2Mbps (megabits per second) and 90 percent or higher signal strength. If you log onto MyFrontpoint.com and click on “Video,” you can check your doorbell camera’s signal strength. If it needs to be stronger, you may need to upgrade the Wi-Fi in your home to support the camera or consider a Wi-Fi mesh system, which blends two or more router-like devices to blanket your house in Wi-Fi.

In the meantime, try resetting your Wi-Fi to bring your doorbell camera back online. Unplug your router or modem and wait about 30 seconds before powering it back on. Then follow these steps to reconnect or change your doorbell camera’s Wi-Fi network:

  1. Put the doorbell into Access Point Mode by holding the button until the LED light flashes green and red.
  2. Log into the Frontpoint app.
  3. Tap “Menu.”
  4. Tap “Doorbell Camera.”
  5. Tap “Settings.”
  6. In “Add Another Doorbell Camera,” tap “Begin Installation.” (If you don’t see this option, you may have reached the maximum number of video devices for your service package.)
  7. Follow the instructions in the installation wizard to install the doorbell camera.

Troubleshooting your doorbell camera

  1. Check the signal strength to ensure that isn’t the issue.
  2. If the camera isn’t recording, toggle the recording schedules off and back on again from the app or website.
  3. If it still isn’t working, power cycle the doorbell.
  4. If none of these steps are successful, delete the doorbell camera from your app or MyFrontpoint.com account. Then, factory reset it by holding the button until the LED light flashes yellow, which takes about 80 seconds.

What do the LED light colors mean on my doorbell

camera?

  • Green: ready and operating normally
  • White: the camera is in a call mode or has detected motion
  • Blue: the camera is starting up and going through its booting sequence
  • Pulsing blue: the doorbell battery is charging
  • Alternating blue and green: connecting to Wi-Fi and waiting for server connection
  • Alternating blue and yellow: a firmware update is in progress
  • Orange with a rapid double flash: there is no Wi-Fi connectivity. Check the internet connection and make sure your Wi-Fi credentials didn’t change.
  • Flashing double-blue light: there is a power supply issue. Check the power; you might need to replace the power supply.
  • Flashing red and green: the doorbell camera is in Wi-Fi Access Point Mode.
  • Flashing blue: the doorbell camera is power cycling.
  • Flashing yellow: the doorbell camera is factory resetting.
Picture of the Frontpoint Doorbell CameraPicture of the Frontpoint Doorbell Camera
Loss of power and Wi-Fi signal issues are the main reasons doorbell cameras go offline

Frontpoint’s Customer Care

team wins top marks for customer support

Troubleshooting your home security cameras is a breeze with our handy guide, and more tips are available on Frontpoint’s support page. But if problems still exist after following these simple steps, reach out to our Customer Care team at 877-602-5276, or by emailing support@frontpointsecurity.com. There's a reason we have the top-rated customer service in the home security industry, and we’d be happy to demonstrate our dedication to keeping your home protected.

Want more information about home security cameras - check out our blog on security camera hacking and how Frontpoint keeps your privacy protected.


Frontpoint keeps families safer and more connected in their everyday lives. We've been revolutionizing the home security industry for over a decade. And we're just getting started. To shop DIY home security systems, check out our Security Packages. If you have questions or would like to discuss a quote, contact us at 1-877-602-5276.

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