A camera appears connected on the ADC-SG130 but disconnected on the Video page
The video device is likely connected to the Smart Gateway locally but does not have Internet access, which is required to see live video or upload clips.
To troubleshoot the camera's connection to the ADC-SG130:
Note: If the video device's status LED is anything other than solid green, see Video Device Troubleshooting Guide for more information about troubleshooting the video device.
- Verify the customer's router has internet access.
- If the
LED is flashing slowly or off, press and hold the reset pinhole button for 1–3 seconds to send a communication test. The LED should flash five times fast. - Wait 2 minutes for the LED to become solid.
- If the
- Verify that the Ethernet cable connecting the Smart Gateway to the router is plugged in fully.
- If the Ethernet cable is securely connected and the
LED is off, use a different Ethernet port on the router. - If the LED is still off, try using a different Ethernet cable.
- If the Ethernet cable is securely connected and the
- Disconnect power from the Smart Gateway and video device, then wait 2 minutes.
- Power on the Smart Gateway and verify its LEDs indicate normal functionality. For more information about what the Smart Gateway's LEDs mean, see What do the LEDs on the ADC-SG130 mean?.
- Power on the video device, and wait for it to boot up.
- Re-test the video device on the Video page using the Alarm.com app or Alarm.com customer website.
- If the video device still appears disconnected on the Video page, the router might need to be rebooted. For further assistance with the router and network, refer to the router manual or the customer's Internet Service Provider.
- Factory reset the Smart Gateway. For more information about the factory reset process, see Factory reset the ADC-SG130 to its default settings.
- Remember to remove the Smart Gateway from the customer account and re-enroll it after the factory reset.
- Connect the video device to the Smart Gateway again. For more information about the preferred connection process, see Connect a video device to an ADC-SG130 using Wi-Fi Protected Setup (WPS).
- Re-enroll the video device to the customer account. For device-specific steps for this process, see the video device's installation guide in Video Devices.
- Re-test the video device on the Video page using the Alarm.com app or Alarm.com customer website.