Skip to main content
All CollectionsSecurity CamerasTroubleshooting
Verkada Troubleshooting Overview for Installers
Verkada Troubleshooting Overview for Installers
Updated over a week ago

This article outlines steps a field engineer should take in case a Verkada device has issues connecting during installation.

LED status

Most Verkada devices have at least one status LED, which confirms their operational status.

  • Solid orange: Device is on and booting up

  • Flashing orange: Device is updating firmware

  • Flashing blue: Device is having network connection issues

  • Solid blue: Device is running, connected, and recording data

Note: The SV20 series sensors have a white LED instead of blue of blue LED.

Knowing the LED state can save time when troubleshooting by giving you a general idea of why a device is not connecting.

Additional LEDs

  • Verkada cameras use a more robust sequence of flashing LEDs to provide information about network connection issues. See Camera LED Status Indicators for more information.

  • The AC12 has a network status LED separate from the status LED. Check both LED states if the controller has issues connecting.

  • The Intercom has a bay of 14 LEDs that indicate its boot status in addition to the regular status LED. See TD52 Status LEDs for more information.

Troubleshooting steps

If the status LED is solid orange or not illuminated, start with these steps:

Problem

Solution

Switch port shut down

Enable the switch port.

Switch port faulty

Test with a known working port.

Switch not providing PoE

Make sure the switch is PoE capable, and the port supports it.

Make sure the switch can provide the appropriate PoE levels:

  • PoE for indoor cameras

  • PoE+ for any outdoor cameras excl.

  • PoE++ for the CH52-E and CP52-E

  • PoE for SV series sensors & AC12

  • PoE++ for AC12, if PoE+ is desired on the downstream port

  • PoE for the BH61 alarms hub

  • PoE+ for the TD52 intercom

  • PoE+ for the GC31-E

If this is not possible, use a separate PoE injector rated for the cameras it connects to.

Also note that Verkada devices such as the AC42, AC62, AX11, BP41, and GC31 do not support being powered over PoE and require main power.

The outdoor GC31-E and AC12 can also be powered by terminal blocks.

Cable faulty

Test with a known working (Cat5/Cat6) cable.

Cable too long

Ensure the cable is under 100m; if not, a special device to regenerate signals must be used.

Device dead on arrival

Reach out to Verkada Support to determine if the device is DOA and needs to be replaced.

If the status LED is flashing blue, start with these steps:

Problem

Solution

No IP address

Ensure the device is on a network that has a DHCP server that will provide a non-duplicate IPv4 address.

Device is unable to resolve Verkada hostnames

Verify a DNS server is on the VLAN that can resolve Verkada hostnames.

Verkada endpoints are not reachable

Ensure access to the Internet via HTTPS (TCP port 80) and NTP (UDP port 123).

Verify all the URLs listed in Required Network Settings are allowed by any upstream firewall.

TLS inspection issues

TLS decryption can prevent devices from functioning as intended. Ensure the VLAN/device is whitelisted and exempt from inspection.

Cross-device communication

Most traffic from a Verkada device flows towards the cloud. However, certain functions require bi-directional LAN traffic. The performance of some features may degrade if this connection is not established.

Devices communicate via local connections by default (when available) because local connections are generally faster than cloud connections.

If one or both of the devices with a local connection lose their cloud connection, any relevant device connections continue to operate as long as they both still have a local connection.

The following features support cross-device communication:

Common installation issues

Cameras

  • Improper Sealing: Not sealing outdoor cameras properly or not installing desiccant packs can lead to fogging and water damage, which is not covered under warranty.

  • Incorrect IR Illuminator Positioning: This can result in poor night visibility.

  • Dirty Domes: Smudges on the dome can cause poor visibility at night due to the IR illuminators reflecting off obstructions.

Access control

  • Wire Sizing: It is important to choose the correct wire size when installing access control devices. Factors to consider are maximum cable length and thickness.

  • Grounding: Properly ground readers to prevent issues with access credential scans.

  • Powering Locks: Most Verkada access controllers can power all lock types ('wet' configuration). For maglocks and crash bars, check the lock documentation to ensure the power provided by the controller (350mA @ 24V or 700mA @ 12V) is sufficient. Incorrect implementation can prevent door magnetization and locking.

Air quality sensors

  • Placement: The vape and CO2 sensor readings have specific installation guidelines for optimal results. Sensors should be placed as close as possible to the target measurement area for all other readings.

  • Avoid Air Movement: Do not place sensors near vents, windows, or HVAC systems, as air movement can affect readings. Use readings offset to adjust measurements if there is a linear correlation between distance and value (such as temperature readings).

Alarms

  • Hub Distance: The primary issue affecting alarm sensors is their distance from the hub (BH51, BC51 console, or BK22 keypad). Each hub can connect to up to 60 sensors. The effective distances range from 1000 feet in line of sight to approximately 200 feet in typical environments.

  • Signal Strength: Obstructions can affect signal strength. Initially provision sensors near the hub, then move them to their install location while monitoring the signal strength indicator in Command. Low signal strength can cause rapid battery depletion and intermittent connectivity.


Need more help? Contact Verkada Support.

Did this answer your question?