Digital IP Cameras - L1 Troubleshooting

Owned by Christos Hadjiyannis
Last updated: Apr 24, 2024
4 min read

This page walks you through the basic level 1 troubleshooting of digital IP cameras provided by RetailNext.

Click here to download an MS Word version of this page, or click here to download it as a PDF.

Introduction

Most issues are related to power or network connectivity, and the intent of L1 troubleshooting is to check both of these and fix any problems. To check power and network, you need physical access to the store infrastructure, so you need to be physically at the store or in communication with a technician or store personnel who is at the store.

L1 troubleshooting is generally handled within the customers' IT organization as the intimate knowledge of the store environment helps to resolve issues faster and more economically. In cases where L1 troubleshooting does not fix the problem, the issue should be escalated to RetailNext Support for more advanced L2 troubleshooting.

As a reminder, the Support Process guide details how to perform generic Level 1 troubleshooting, as well as for contacting RetailNext Support.

Hardware

IP cameras have the ability to stream video via the network switch reaching the in-store RetailNext appliance to store footage locally.

When a user requests video streaming on the cloud, the video is then streamed on-demand directly to the cloud service.

Axis.jpg
Example of an Axis digital IP camera

  1. Dome cover

  2. Status LED

  3. microSD card slot

  4. Control button

  5. LAN Network connector (RJ45/PoE)

  6. Focus ring

Solution Overview

Digital IP Cameras - L1 Troubleshooting - Network Flow.png

Identifying When A Store Has An IP Camera

When browsing to the RetailNext Admin Dashboard, cameras are found within Admin Settings > Cameras.

Simply search the appropriate store to view all its associated camera devices (with the store name or store ID).

IP cameras are noted with only the product/model number, e.g., M3045-V.

Troubleshooting

Should a video channel not stream on the video tab, it’s usually due to one of four scenarios:

  • There is a problem with the physical connection between the camera and the network switch via the CAT5e LAN cable

  • There is no active PoE to the camera, causing it not to be visible on the network or have active LEDs

  • The network between the camera and the switch port is not on the same LAN/VLAN network as the RN store appliance, restricting streaming abilities

  • The network LAN/VLAN and port are correct, however, the camera is on a static configuration with a restricted IP

Remote Checks

  • Check if other channels are streaming to the Video tab to isolate the issue

    • If so, troubleshooting is isolated to the affected camera

    • If not, check if the IP address of the camera is reachable from the LAN network, or if the MAC address is visible on the LAN network (check PoE if not)

  • Power cycle the camera from within the admin UI when browsing to it locally via the Maintenance > Restart option (or flap PoE function on the port the device is connected to)

    • The camera receives power from the PoE switch, and will therefore reboot either way

  • If unresolved, note the steps taken and escalate the issue to RetailNext Support for assistance

If local access is possible via VPN or direct store access, browsing to the camera’s local IP address will load up its admin page (contact RetailNext support if you don't have the camera username/password).

Note: Cameras need to be visible on the network to the store appliance for streaming to be possible.

Physical Checks

  • Check the camera has its LAN cable connected and displays functioning LEDs

    • Note error LEDs such as flashing/solid  RED, solid ORANGE

  • Where possible, conduct a cable continuity check to verify data and power pairs are functional

  • If unresolved, note the steps taken and escalate the issue to RetailNext Support for assistance

Additional Remote Check

When the device is visible on the network with an IP that is correct and allowed, but not matching the RetailNext Cloud entry.

E.g., the camera on the network has an IP of 10.90.24.136, however, the cloud service entry shows an IP of 10.85.24.136

If this scenario is true:

  1. Browse to RetailNext admin dashboard at Admin Settings > Cameras Tab

  2. Search for the store and appropriate camera entry by using the MAC address as a reference

  3. By using EDIT, update the IP address of the camera and re-enter the camera username and password

  1. Hit Save and check the Video Tab to see if streaming abilities were restored

  2. If unresolved, note the steps taken and escalate the issue to RetailNext Support for assistance