Video device has a missing or invalid VPN IP
An invalid or missing virtual private network (VPN) internet protocol (IP) address means the camera cannot communicate over the Internet.
Note: Troubleshooting a missing or invalid VPN IP address requires access to the user's networking equipment.
Troubleshoot an invalid/missing VPN IP
Verify the following:
- The video device's status LED is solid green. For more information about status LED colors, see What does my camera's LED light mean?.
- The network meets the video device's requirements. For more information about what these requirements are, see What are the internet service and bandwidth requirements for Alarm.com video devices?.
- The ISP is supported.
- The upload bandwidth is high enough.
- The Wi-Fi signal strength is high enough if applicable.
- The internet connection is stable overall (i.e., other devices are able to stay connected and be used consistently).
To troubleshoot:
- Power cycle the video device.
- Remove power from the video device, then wait 1 minute.
- Reapply power.
- For Wi-Fi connections, move the video device closer (within 10 feet in the same room if possible) to the router.
- Power cycle the entire network and the video device.
- Remove power from the video device and the networking equipment, then wait 2 minutes.
- Reapply power to the networking equipment in the following order: modem, router, then switch.
- Reapply power to the video device after the network is fully functional.
- Test another video device in the same place if another device is available.
- Factory reset and reinstall the video device.
- Remove the video device from the account.
- Follow its factory reset procedure. For more information about resetting and re-enrolling a specific device, see its installation guide in Video Devices.
- Re-enroll the video device to the account.
- If the video device is connected to a network switch/extender:
- Disconnect the device from the switch/extender.
- Connect it directly to the primary router.
- Verify a firewall is not blocking the communication:
- A missing or invalid VPN IP error may appear if the network has a firewall device (e.g., SonicWall, Fortinet, WatchGuard, Meraki, etc.). These are most often found in businesses that accept credit card payments or that store sensitive data (e.g., hospitals, dentist's offices, etc.).
- If the user has a firewall device, ask to speak with the IT department or network administrator for further assistance.