IP Camera Troubleshooting Guide

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Affected Roles: Administrator, Power Users

Related Digital Watchdog VMS Apps: DW Spectrum IPVMS

Relevant Version: 6.0

Last Edit: April 2, 2025

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Camera Connection Issues

DW Spectrum Servers and most IP cameras operate with standard ONVIF Profile-S API, creating an easier setup process when adding cameras to a Server and for video stream communication. Since IP cameras communicate with the Spectrum Server through ONVIF streams, interruptions to this stream related to camera issues, network issues, or software issues may present itself in the form of video loss, duplicated streams, or various communication problems.

In most cases, these issues can be resolved by rebooting the camera itself. However, it is otherwise recommended to troubleshoot these types of issues either directly at the Server or from a workstation on the same network as the camera.

It is important to use a process of elimination when debunking possible causes and narrowing an issue to its core source.

The following sections will go through some basic processes when troubleshooting common camera issues including checking the DW Spectrum software version, checking ONVIF communication, checking network connections, checking camera firmware, and physical hardware troubleshooting.

 

Related Articles

• ONVIF Camera Discovery and Stream Troubleshooting Guide
• Assigning A Static Address to New or Defaulted Cameras

 

Troubleshooting IP Camera Issues

If your camera is not streaming video, failing to be detected by the Spectrum Server, or otherwise behaving in an unusual way, possible issues may include:

• Network Issues – camera is set to a different network, IP address conflict, failing network hardware (routers, switches, and Ethernet cables), etc.
• Device Issues – the camera is not processing ONVIF requests, camera firmware is outdated, camera is not powering, etc.
• Server Issues – the DW Spectrum software version is outdated, corruption of database files, hardware failure, etc.

 

While there is no required order when troubleshooting camera issues, it will make a difference to the amount of time and physical labor to operate from the DW Spectrum Server, moving outward to the cameras when determining where the problem may be coming from.

 

Part 1: Check Server Software Version

Upon noticing issues with camera streams or interruptions to regular operation, you can check the Server first.

1. Using the DW Spectrum Client, log in as the Administrator or as a Power User and open the System Administration menu.
2. Select the Updates tab and check that the Installed Version of the Client and Server components are up to date.

 

Solution: If the software version of either component is outdated, use the Client to apply the latest version of DW Spectrum.

For more information about updating Spectrum, you can refer to the article:

• DW Spectrum – Updating DW Spectrum Software.

 

Part 2: Check ONVIF Stream

DW Spectrum and IP cameras communicate with each other using ONVIF (Open Network Video Interface Forum), an industry standard that promotes interoperability between network video devices, allowing cameras from different manufacturers to communicate with recorders.

In some cases, camera video or device communication may no longer be working. This could be due to a breakdown in the ONVIF stream between the camera and the server.

When troubleshooting this issue, you may find it helpful to download and install ONVIF Device Manager (ODM) to a computer that shares the same LAN as the server or to the server computer itself. ODM is a free, open-source application that was not developed by the ONVIF organization that is only compatible with Windows OS but is a great tool for investigating camera issues.

ODM scans the network for ONVIF compliant devices that are produced by Digital Watchdog and other manufacturers.

 

Solution: If it is discovered that there is an issue with ONVIF, checking the camera firmware version and rebooting the device may serve to resolve the issue.

For more information on testing for camera ONVIF streams, refer to the article:

• ONVIF Camera Discovery and Stream Troubleshooting Guide

 

Part 3: Check Network Configuration

In some cases, if the DW Spectrum Server regularly loses connection, completely loses connection, encounters other communication inconsistencies with the camera, it may be related to a network issue. In addition to checking for ONVIF issues, checking the network connection and settings of the camera may reveal more information.

 

3.1 Ping the Camera

If you know the IP address of the camera, try to ping the camera from a computer using the ping command with the Command Prompt or Terminal application. You should receive replies from the camera in a timely manner.

• If there is a significant delay, lost packets, then there may be a bottleneck or other form of interference with the flow of data within your network.
• If you receive no response from the camera at all, the camera may be offline or without power, there may be a breakdown in the network hardware (network cable, network switch, etc.), or the IP address of the device may be different from what you used to ping the camera.

 

3.2 Camera Settings Menu

If you are unsure of the camera’s IP address, you can check the Camera Settings menu in the DW Spectrum Client. If for any reason the IP address of the camera was changed and did not carry over to Spectrum, then it may appear as an offline camera.

Click the “More Info” toggle to expand the camera information and view the camera’s IP address, MAC address, model information, camera firmware version, etc.

 

3.3 Check for IP Address Conflicts

If the camera pings back with intermittent replies or if there is a complete loss of network connectivity, there may be an IP address conflict. This can occur when two or more devices use the same local IP address, which can typically be attributed to user error or a breakdown in the router or other DHCP (Dynamic Host Configuration Protocol) devices.

Use either DW IP Finder or the Command Prompt or Terminal application to find and determine if the IP camera is using the same IP address with the arp -a command. You can use the camera’s Physical Address (MAC) as another form of identification for the device.

If there are any duplicate IP addresses being used, change one of the camera’s IP addresses to a unique address. This can be done using DW IP Finder or the camera’s web client.

 

3.4 Run DW IP Finder

Another method for finding a camera’s IP address is to use the DW IP Finder Tool. This application can be used to detect DW MEGApix IP cameras, NAS devices, and other ONVIF compliant Digital Watchdog devices on the local network.

If a camera has been factory defaulted or its IP address has been altered so that it is unreachable within the Server’s subnet, you can scan the local network with DW IP Finder to locate and configure its settings.

 

Part 4: Check Camera Web Client

DW MEGApix IP cameras can be accessed directly through a web browser (Chrome, Firefox, etc.) or by means of the DW Spectrum Client.

Successfully connecting with a camera’s web client can confirm three things:

• The camera has power.
• The camera is reachable through a direct network connection.
• What the camera’s video stream looks like directly from the source.

 

Additionally, troubleshooting a camera with its integrated web client can often lead to successful resolution of various problems.

For example, if you discover that the camera successfully displays video in its web client, but not in DW Spectrum IPVMS or in ODM, you can check the camera’s stream settings and test the camera using an H.264 codec instead of an H.265 codec. If the camera does not display its HTML5 video stream in the web client, then you can conclude that there is likely an issue occurring within the camera.

 

4.1 Camera Web Client with DW Spectrum Client

To access the camera’s web client with DW Spectrum:

1. Log in to the DW Spectrum Client as the Administrator or as a Power User.
2. Right-click on the target camera and select “Camera Settings”.
3. Select the “Web Page” tab.

 

4.2 Camera Web Client with Web Browser

To check the camera’s web client using a web browser:

1. Launch a web browser (Chrome or Internet Explorer is recommended) and enter the camera’s IP address into the address.

If the camera has been assigned to a port value of anything other than 80, you will need to specify the port value in the address bar.

 

 

2. Log into the camera as the device administrator.

• Default ID: admin
• Default Password: admin

If this is your first time accessing the camera and have not set up a new Username and Password for the camera yet, create a new administrator login for the camera.

Be sure to update your DW Spectrum with the camera’s new password as well.

 

**NOTE: DW cameras require a password assignment when initially connecting. Please read Assigning Passwords to IP Cameras for more information.

 

3. Once logged in, you can use the web client to view the camera’s video stream or access the camera’s setting configuration.

 

4.3 Camera Setup Menu

To configure the camera’s settings, access the camera’s web client and click the “Setup” button.

 

The Setup interface allows administrators to configure and adjust camera settings at will.

Some web client features that may support you in troubleshooting a camera include:

• Restart – power-cycling/rebooting the camera can often resolve common issues including video loss, connectivity issues, poor camera responsiveness.
• Firmware Update – updating the camera firmware will apply bug fixes, new features, and optimize camera features.
• Factory Reset – defaulting the camera will return the device to its factory settings. You will have the option to exclude the camera’s network and user settings from resetting, however a full reset may be necessary in some situations.
• System Log – view the camera’s internal log for a list of recent setting changes, camera events, etc.

 

Part 5: Check Physical Hardware

If a camera is experiencing an ongoing issue where applying the troubleshooting methods mentioned above has been ineffective in resolving or determining the problem, you may need to physically remove the device from its mounted position and bench test the camera.

Bench testing involves directly handling the camera and testing it in a controlled environment. The use of a patch cable and isolated power source when testing the camera removes other variables from the troubleshooting process and may lead to discovering causes of the issue including:

• While physically checking the camera you discover that the network cable was not securely connected to the camera or to its network switch. Reseating the cable fixes the connectivity issue.
• While testing the camera using a different network cable (patch cable) or power source (power block, PoE injector, PoE switch, etc.), you identify that there is faulty hardware or cabling involved. Replacing the faulty hardware resolves the power or connection issue.
• You notice that the camera is powering on, and you can hear the motorized varifocal lens moving, however the camera cannot be reached using a computer. Using the camera’s manual reset button completely defaults the camera and resets the camera to its factory settings.

 

If the above troubleshooting has not resolved your camera issue, you can contact Digital Watchdog Technical Support for further assistance.

 

 

 

For More Information or Technical Support

DW Technical Support:  866.446.3595 (option 4)

https://www.digital-watchdog.com/contact-tech-support/

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DW Sales:  866.446.3595                   [email protected]            www.digital-watchdog.com