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Video device has intermittent or poor network connectivity

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Video devices that perform poorly or periodically disconnect from a user's network may not have the required bandwidth or signal strength to operate consistently.

General network troubleshooting

Verify internet service and bandwidth requirements are met

Test the network bandwidth and verify that it meets the minimum requirements for the video device. For an easy way to test the network bandwidth, see Perform an Internet speed test.

For more information about determining the video device bandwidth requirements, see What are the internet service and bandwidth requirements for Alarm.com video devices?.

  • Bandwidth below the requirements is likely to cause intermittent connectivity, and the internet service provider (ISP) may need to work with the user to upgrade the connection.
  • High-bandwidth activities (i.e., backing up a computer to cloud storage or online video gaming) can also interfere with a video device's connection.
Verify local network functionality

If most devices on the local network (e.g., computers, smartphones, tablets, etc.) have intermittent connectivity, it is likely that the router or internet service is not functioning properly. Rebooting the router or contacting the Internet Service Provider can help resolve this.

To troubleshoot a poor Wi-Fi connection

If a video device's Wi-Fi signal strength appears to jump between a high and low value, look for multiple networks with the same Wi-Fi name (SSID). This is most likely to occur when an access point or repeater is added to a network.

Verify that the SSIDs for the networks are different so the camera does not have a chance to jump back and forth between them. Having different SSIDs ensures that the video device can only connect to one network at a time.

View Normalized Wireless Signal Strength (NWSS) using the Alarm.com customer website. For more information about how to view the NWSS, see Request the wireless signal strength of a video device.

If the NWSS is below 65%
  • If possible, reposition the video device and router closer together. Even adjusting the positions by a few inches can help.
  • Try connecting the camera to a different Wi-Fi band.
    • Switch to a 2.4 GHz network if the camera is outside or far away from the router or the 5 GHz network is weak.
    • Switch to a 5 GHz network if interference from other large electronics in the area is a concern.
       
      Note: Some routers may automatically move a camera from 2.4 GHz band to 5 GHz band which could reduce connection quality.
       
  • Add a Wi-Fi extender to increase the range of the existing Wi-Fi network. For more information about choosing the right Wi-Fi extender, see Are there any wireless extenders recommended by Alarm.com?.
  • If the video device is already connected to a Wi-Fi network extender, move the Wi-Fi network extender to a different location that may provide a better connection. Keep in mind that if an extender is not within the range of the router, then further connectivity issues may occur even if the video device reports a strong signal.

To troubleshoot a poor Ethernet connection

The wired connections on video devices can also affect how well they can connect to the network. If a video device is not maintaining a consistent connection when connected to the router with an Ethernet cable, verify that each component functions properly.

  1. Verify that the Ethernet cable is shorter than 100 meters (i.e., 328 feet).
  2. Connect the Ethernet cable to another port.
  3. Use a different Ethernet cable.
  4. For video devices connected to a secondary networking device (e.g., a switch) connect the video device directly to the router.
    • If the connection improves, the secondary device itself may require troubleshooting. For further assistance, refer to the manufacturer.

For devices using Power-over-Ethernet, verify that the networking device providing power meets the 802.3af standard. For more information about using Power-over-Ethernet with Alarm.com video devices, see How does Power-over-Ethernet (PoE) work with Alarm.com video devices?.

If the video device's power cables are spliced or an outlet isn’t supplying enough power to maintain the necessary 12 VDC, then a video device's connection can be inconsistent. For more information about video device power requirements, see the video device's data sheet in Video Devices.