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Video Troubleshooting Wizard

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The Video Troubleshooting Wizard walks users through bringing a video device back online after it becomes disconnected. These troubleshooting steps include:

  • Power-cycling the video device
  • Power-cycling the router
  • Re-configuring wireless information

The Video Troubleshooting Wizard can identify the type of video device and provide device-specific advice depending on the situation. It can also detect and notify when the device comes back online during the troubleshooting process.

For a list of FAQs, see Frequently asked questions.

Video Troubleshooting Wizard for customers

  1. Log into the Alarm.com app.
  2. Tap Video.
  3. On the malfunctioning device, tap icn-schedule-custom.svg.

    Video Troubleshooting Wizard troubleshoot (customer app) 4.5.png
     
  4. Tap Get Started.
  5. Proceed through the wizard until the device is found and successfully connects.

Note: If all troubleshooting steps fail to resolve the issue, the customer should contact their Internet Service Provider (ISP) for additional support.

  1. Log into the Alarm.com customer website.
  2. Click Video.
  3. Click Live Video.
  4. In the camera feed window of the malfunctioning device, click Troubleshoot. 

    Unable to load video (customer site).png
     
    Note: If a device has been offline for more than 5 minutes and this option does not appear, see Unable to see live video from a camera.
     
  5. Click Get Started.
  6. Proceed through the wizard until the device is found and successfully connects.

Note: If all troubleshooting steps fail to resolve the issue, the customer should contact their Internet Service Provider (ISP) for additional support.

Frequently asked questions

Which video devices are supported by the Video Troubleshooting Wizard?

All Alarm.com video devices are supported.

Where can I access the Video Troubleshooting Wizard?

The troubleshooting wizard is available on the Alarm.com customer website and Alarm.com app.

How long does it take for the Video Troubleshooting Wizard to detect an offline camera?

The Video Troubleshooting Wizard is not available until a video device is offline for at least 5 minutes.