Video device is not found during installation

Verify the video device displays a solid green LED

A solid green LED indicates that the video device is connected to the network and should have access to the Internet.

Verify the installing device and video device are on the same network

If the video device is not appearing on the Add Video Device page on the Alarm.com customer website or Alarm.com app verify the installing device (e.g., smartphone, tablet, computer, etc.) and video device are on the same network and refresh the list.

Power cycle the video device

1. Remove power from the device for a few seconds, then apply power again. This allows the video device to reach out to the internet again in case the previous power-up was interrupted.
2. Once the device has a solid green LED, search for the device again using the Alarm.com customer website to see if it has an Internet connection.

Search the video device's MAC address or scan the QR code

Search the video device's MAC address using the Alarm.com customer website. The MAC address is generally printed on the back of the video device.

Power cycle the network

1. Remove power from the router for 1 minute, then reapply power. Allow a few minutes for it to reconnect to the Internet.
2. Once the Internet has been restored and the video device has a green LED, search for the device again using the Partner Portal, Partner MobileTech app, or Alarm.com customer website to see if it has an internet connection.

Factory reset the video device

To ensure the video device is starting from a default state, factory reset the device to its default settings. For information about how to factory reset a specific device, see Video Devices.

Additional troubleshooting

If the video device is still unable to be found, verify the following:

• The video device has a strong, consistent connection to the router. The video device may be experiencing intermittent communication to the router (e.g., a damaged Ethernet cable, poor Wi-Fi connection, etc.). For more information about troubleshooting an intermittent network connection, see Video device has intermittent network connectivity.
• The customer may have poor Internet speed. To test a customer's Internet speed, connect to their network and run a speed test. For more information about the bandwidth requirements for Alarm.com video devices, see What are the internet service and bandwidth requirements for Alarm.com video devices?.
• The video device's power supply has not been damaged and is functioning properly. If the power supply has been damaged or the voltage is inconsistent, the device may not be able to connect to the Internet.  It is suggested to use the stock power supply directly plugged into a wall outlet.
• The customer's router settings, such as firewalls or filtering are not interfering with the video device. For router-specific information, contact the manufacturer of the router.