CCTV, Surveillance & Physical Security
A camera tile that says "No video", "Offline" or simply stays black is almost always caused by power, the cable, the network address, the password or a recorder setting, not a broken camera. This guide shows which to check first, for any brand of IP or analogue camera.
What you will learn
Applies to
Tools Required
Before you start
Important
Step-by-Step Guide
1 / 9 steps
Step 1
Is it one camera or several?
Look at the recorder screen at the site. One dark tile points to that camera's cable or port. Several at once point to a shared switch, supply or power cut.
Expected result: You know whether to look at one link or at shared equipment.
Open the recorder's camera management page and note the status of the dark channel exactly as written.
Expected result: The message points to power and link, password, IP conflict or signal type.
| Channel | IP address | Status |
|---|---|---|
| D1 Entrance | 192.168.254.2 | Online |
| D2 Car park | 192.168.254.3 | Offline |
| D3 Till | 192.168.254.4 | Password error |
| D4 Store | 192.168.254.5 | Online |
Simulated. Wording varies by brand and firmware.
Find the camera's port on the PoE switch or the back of the NVR. A dark port usually means no power or no link.
Expected result: A lit port means the cable carries a link; a dark port points to the cable, plug or camera.
If cameras drop at night, add up their maximum consumption and compare it with the switch or NVR's total PoE budget.
Expected result: If the total is close to the budget, move cameras to another PoE switch or use a larger one.
Move the dark camera's cable to a port a working camera was using, and the working camera to its port.
Expected result: If the fault moves with the port, the port is faulty. If it stays with the camera, check the cable.
Test the run with a cable tester, or connect the camera with a short known-good patch lead. Check for runs over 100 m, CCA cable, poor crimps and water.
Expected result: A camera that works on a short lead has a faulty cable run or connector.
Run the maker's discovery tool on a laptop on the same network. Check the camera's address is unique and in the recorder's range.
Expected result: Two devices on one address, or a camera in the wrong range, explains an offline channel.
| Device | IP address | Status |
|---|---|---|
| Camera, car park | 192.168.1.64 | Active |
| Camera, store | 192.168.1.64 | Active |
| NVR | 192.168.1.100 | Active |
Simulated. Two devices share one address.
If the status says the password is wrong, edit the channel and enter the camera's current password from your handover notes.
Expected result: The channel reconnects, or reconnects after the camera's lockout period ends.
Simulated. Never guess passwords repeatedly; it can lock the camera.
If the night picture is white, hazy or dark, clean the dome and lens, remove spider webs and check nothing close reflects the infrared.
Expected result: A clean dome, seated gasket and clear aim remove most night reflections.
Interactive Demonstration
What problem are you experiencing?
Do the other cameras on the same recorder or switch work?
If not, the likely cause
Shared equipment has failed: the PoE switch, its power supply, the recorder or the uplink cable.
What to do: Check the switch and recorder are powered, check the uplink cable between them, then restart the switch. If several cameras dropped after a storm or power cut, check for a damaged supply or port.
Is the camera's port light lit on the PoE switch or NVR?
If not, the likely cause
No power or no link reaching the camera.
What to do: Reseat the plug, swap to a known-good port and test the cable with a short patch lead. Check the run is under 100 m and is solid copper, not CCA.
Is the channel status free of a password or authentication error?
If not, the likely cause
The password saved on the channel no longer matches the camera, or the camera has locked the recorder out.
What to do: Enter the camera's current password on the channel, then wait for the lockout to end or restart the camera. If nobody knows it, use the maker's supported reset or recovery method.
Does the discovery tool show the camera with a unique address in the recorder's range?
If not, the likely cause
IP address conflict, or the camera is on a different subnet from the recorder.
What to do: Give the camera an unused address in the recorder's range, or let the recorder's PoE ports assign it. Check no other device uses the same address.
Does the camera show as activated, not inactive or new?
If not, the likely cause
The camera has been reset to factory settings.
What to do: Activate it with a new strong password using the maker's tool, then add it to the recorder again.
Every check passed
Firmware mismatch or a faulty camera.
What to do: Check the recorder's firmware supports the camera model, update from the maker's official site, then test the camera on a short cable at the recorder. If it still fails, call a technician.
Is this an IP camera on an NVR or PoE switch (not coax to a DVR)?
If not, the likely cause
An analogue camera with no signal: power, BNC connection or signal type.
What to do: Check the 12 V supply, reseat both BNC plugs, and check the DVR supports and is set to the camera's signal type (such as HD-TVI, AHD, HD-CVI or CVBS).
Is the camera's port light lit?
If not, the likely cause
No power or link.
What to do: Swap to a known-good port and test the cable with a short patch lead.
Is the channel assigned to the right camera and enabled on the recorder?
If not, the likely cause
The channel is empty, disabled or points at an old IP address.
What to do: Edit the channel on the recorder's camera page and set the camera's current address, or add it again by searching the network.
Does the camera show a picture in its own web page from a laptop?
If not, the likely cause
The camera is not producing video: lens covered, sensor or firmware fault.
What to do: Check nothing covers the lens, restart the camera by removing power briefly, then check its firmware. If still blank, the camera needs repair or replacement.
Every check passed
A stream setting the recorder cannot decode.
What to do: Set the camera's main stream to a codec and resolution the recorder supports (check its datasheet), or update the recorder's firmware.
Is the black screen on every channel, including the recorder's menu?
If not, the likely cause
Only some tiles are black, so the problem is those cameras, not the monitor.
What to do: Use the Camera offline or Night vision checks for the affected channels.
Is the monitor on the correct input (HDMI or VGA) with the cable seated?
If not, the likely cause
The monitor is on the wrong input or the display cable is loose.
What to do: Select the right input, reseat the HDMI or VGA cable and try another cable or monitor.
Is the recorder's power light on?
If not, the likely cause
The recorder has no power.
What to do: Check the supply and socket. Use a UPS if power cuts are common.
Does the picture appear on a different monitor or HDMI port?
If not, the likely cause
The recorder's output resolution may not suit the monitor, or the output has failed.
What to do: Try another monitor that supports a common resolution such as 1080p, or log in to the recorder's web page from a laptop to check it is running.
Every check passed
The camera is in night mode in a very dark scene, or its IR is off.
What to do: Check the camera's day/night and IR settings and test with light in front of it.
Does it drop out at any time of day, not mainly at night?
If not, the likely cause
The PoE budget or power supply is too small once infrared lights switch on.
What to do: Add up the cameras' maximum consumption and compare it with the total PoE budget. Move cameras to another PoE switch or use one with a larger budget.
Does it stay connected after rain?
If not, the likely cause
Water or corrosion in an outdoor connector.
What to do: Replace corroded plugs, use the camera's waterproof connector kit, a sealed junction box and a drip loop.
Is the cable run under 100 m and solid copper Cat5e or Cat6?
If not, the likely cause
Too long a run, or CCA cable losing voltage under PoE.
What to do: Replace the run with solid copper cable, or add a switch or PoE extender to split the distance.
Does the camera's address stay unique when other devices are on?
If not, the likely cause
An IP address conflict makes two devices take turns.
What to do: Give the camera a fixed unused address or reserve it on the router, and change the other device.
Does it stay connected when moved to a known-good port?
If not, the likely cause
A poor crimp or damaged cable that fails under load.
What to do: Re-terminate both ends and test the run with a cable tester.
Every check passed
Firmware, overheating or a failing camera.
What to do: Update the camera and recorder firmware from official sources, check the camera is not in direct sun in a sealed box, then test with a spare camera.
Is the camera's IP address in the same range as the recorder or its PoE network?
If not, the likely cause
Wrong subnet.
What to do: Change the camera to the recorder's range, or connect it to the recorder's built-in PoE ports so the recorder assigns the address.
Is the address used by only one device?
If not, the likely cause
IP address conflict.
What to do: Give one device a different unused address and record it in your handover notes.
Do the channel's protocol and port match the camera's current settings?
If not, the likely cause
The channel was set up with a changed or wrong port number or protocol.
What to do: Edit the channel with the camera's current settings, or delete and add it again by network search.
Is the switch between camera and recorder working for other devices?
If not, the likely cause
A failed or misconfigured switch or uplink.
What to do: Check the switch's power and uplink light, restart it, and check any VLAN settings with whoever configured the network.
Every check passed
A firewall rule, VLAN or managed switch setting is blocking the camera.
What to do: Ask the person who configured the network to check VLANs and rules. Our networking team can help.
Is the night picture clear of white haze or glowing patches?
If not, the likely cause
Infrared light reflecting from dirt, spider webs, the dome cover or a nearby wall or eave.
What to do: Clean the dome and lens, remove webs, make sure the lens gasket touches the dome and aim the camera away from close surfaces.
Does the camera switch to black and white at night?
If not, the likely cause
Day/night mode is set to colour only, or the IR cut filter is stuck.
What to do: Set day/night to auto in the camera's settings. If it still stays in colour or looks pink, the IR cut filter may be faulty.
Can you see a faint red glow from the IR lights after dark?
If not, the likely cause
IR is off in the settings, or the camera lacks power for the IR lights.
What to do: Turn the IR or smart IR setting on, then check the PoE budget and cable, since IR adds to the camera's power draw.
Does the day picture look normal in colour?
If not, the likely cause
The IR cut filter is stuck in the night position.
What to do: Restart the camera. If the day picture is still washed out or pink, the camera needs repair or replacement.
Every check passed
The scene is beyond the camera's IR range.
What to do: Check the IR range in the datasheet, add white light or an IR illuminator, or move the camera closer to the area.
Does the camera show live video on the recorder?
If not, the likely cause
The camera is offline, so nothing can be recorded.
What to do: Use the Camera offline checks first.
Does the recorder's storage page show the drive as normal?
If not, the likely cause
A missing, full, uninitialised or faulty hard drive.
What to do: Export any footage you need first, then follow our CCTV recording not available guide before formatting anything.
Is a recording schedule set for this channel?
If not, the likely cause
Recording is off or set to events only for this camera.
What to do: Set a continuous or event schedule for the channel in the recorder's recording settings.
Every check passed
Wrong date and time, or overwrite settings.
What to do: Check the recorder's clock and storage settings. Our CCTV recording not available guide has the full checks.
Troubleshooting
Likely cause No power or no link: cable, plug or port.
Solution Swap to a known-good port, test with a short patch lead, re-terminate or replace the cable.
Likely cause Total PoE budget exceeded when infrared lights switch on.
Solution Add up maximum consumption and move cameras to a second PoE switch or a larger one.
Likely cause Water or corrosion in an outdoor connector.
Solution Replace the plug, use the waterproof kit, a sealed junction box and a drip loop.
Likely cause Camera password changed or camera locked out.
Solution Enter the current password on the channel and wait for the lockout to end.
Likely cause IP address conflict.
Solution Give each device a unique address in the recorder's range.
Likely cause It has been factory reset.
Solution Activate it with a new strong password and add it to the recorder again.
Likely cause Run over 100 m or CCA cable losing voltage on PoE.
Solution Use solid copper Cat5e or Cat6, or add a switch or extender mid-way.
Likely cause IR reflecting from dirt, webs, the dome or a nearby wall.
Solution Clean the dome and lens, check the gasket and adjust the aim.
Likely cause Loose BNC, no 12 V power or wrong signal type.
Solution Reseat BNC plugs, check the supply and set the channel to the camera's format.
Likely cause Recorder's internet or cloud connection, not the cameras.
Solution Check the recorder's gateway, DNS and cloud status. See our remote viewing guide.
In Depth
A camera tile that says "No video", "Offline" or simply stays black is almost always caused by power, the cable, the network address, the password or a recorder setting, not a broken camera. This guide shows which to check first, for any brand of IP or analogue camera.
Before touching anything, answer two questions. Is it one camera or several? One camera points to that camera, its cable or its port. Several cameras at once point to something they share: a PoE switch, a power supply, the recorder or a power cut. Is the problem on the recorder screen at the site, or only in the phone app? If every camera shows live video on the monitor at the site but the app says offline, the cameras are fine and the problem is the recorder's internet or cloud connection. That is a different fix, covered in how to view CCTV on your phone.
If you use Hikvision equipment, our Hikvision camera offline guide covers the Hikvision tools and menus in detail. If live view works but playback is empty, read CCTV recording not available instead.
Most NVRs and DVRs show a status or error for each channel on their camera management page. The wording varies by brand and firmware, but it usually falls into one of these groups:
| Message (typical wording) | What it usually means |
|---|---|
| Offline, network unreachable, connection failed | No power, no link, wrong IP address or a cable fault |
| User name or password error, authentication failed | The password saved on the channel no longer matches the camera |
| IP conflict, address in use | Two devices share the same IP address |
| No video, video loss (DVR) | No signal on the coax or BNC input, or the wrong signal type |
| Unsupported, stream error | Firmware mismatch or a stream setting the recorder cannot decode |
Write down the exact wording and take a photo of the screen. It is the most useful thing you can give a technician.
Most IP cameras are powered by Power over Ethernet (PoE) from the recorder's built-in ports or a separate PoE switch. Two limits matter. Each port has a maximum: an 802.3af port supplies up to 15.4 W, of which about 12.95 W reaches the camera, and an 802.3at (PoE+) port supplies up to 30 W, of which about 25.5 W reaches the device. The switch or recorder also has a total PoE budget shared by every port, and it is often lower than the number of ports multiplied by the per-port figure.
Infrared lights and heaters switch on at night, so a camera draws more power after dark. A budget that copes during the day can run out at night, and the recorder or switch then drops a port. Cameras that need PoE+ may also misbehave on a plain 802.3af port. Check each camera's maximum consumption in its datasheet and add them up with our PoE budget calculator.
Cameras on a 12 V adaptor fail in a different way: a failing or undersized adaptor, or a long thin power cable, lets the voltage drop until the camera reboots, often in a loop at night.
Ethernet runs for PoE cameras should not exceed 100 metres per segment. Use solid-copper Cat5e or Cat6. Copper-clad aluminium (CCA) cable is common in cheap boxes and has higher resistance, so it heats up and loses voltage on PoE runs. A badly crimped RJ45 plug can pass a link light but drop under load. Outdoors, water and salt air corrode exposed contacts, so a camera that drops out after rain is usually a connector problem.
The quickest test is substitution: connect the camera with a short known-good patch lead at the recorder end, or swap its port with a working camera's port. If the fault follows the port, the port is the problem. If it stays with the camera, look at the cable or the camera.
Warning Cameras are usually high on walls or roofs. Do not work at height alone, and do not open junction boxes or power supplies while they are connected to mains power.
Each IP camera needs a unique address in the same range (subnet) as the recorder or switch it reports to. Conflicts usually appear after someone adds a device or replaces the router, and two devices with one address will drop in and out. Many NVRs with built-in PoE ports give those cameras addresses on an internal network automatically, while cameras on an external switch must be on the same subnet as the recorder's main LAN port. The manufacturer's discovery tool, run on a laptop on the same network, shows each camera's address and status. Our IP subnet calculator helps check ranges.
If a camera's password is changed, or the camera is reset, the recorder keeps trying the old password. Many cameras lock a user out for a period after repeated failed logins, so the recorder's retries can keep the camera locked. Figures vary by brand and firmware: Hikvision's 2024 camera manual gives seven wrong admin attempts and a 30 minute lock by default, while its 2026 manual lets the installer set both. Correct the password on the channel, then wait for the lockout to clear or restart the camera. A camera that has been reset to factory settings usually needs activating with a new password before the recorder can use it. If nobody knows the password, use the manufacturer's supported reset or recovery method; see how to reset an IP camera.
When the picture is fine by day but poor at night, look at three things:
For coax cameras, check the BNC plug at both ends (a loose centre pin is common), the 12 V supply and the signal type. HD-analogue cameras use formats such as HD-TVI, AHD and HD-CVI, plus older CVBS, and a DVR channel set to the wrong type, or a DVR that does not support that format, shows no video or a rolling picture. Some cameras switch format with a menu or a switch; follow the camera's manual. Many current DVRs detect the format themselves: Dahua's XVR5108HS-I3, for example, auto-detects HDCVI, AHD, TVI and CVBS on its BNC inputs.
Call us if the camera is out of safe reach, cables run through walls or ceilings, a PoE port seems dead, nobody has the camera password, or the fault keeps coming back. Extrion Tech installs and repairs CCTV systems, including PoE planning, outdoor cabling and weatherproofing; see CCTV installation or contact us with the recorder model and a photo of the channel status.
This guide is general information. Procedures, product features and firmware change, so check your own equipment's documentation before you start.
FAQs
Usually power. Infrared lights switch on at night and raise the camera's consumption, so a tight PoE budget, a long or CCA cable or a weak adaptor pushes it over the limit. Check the total budget and the cable.
A link light only proves the cable carries a connection. The recorder may be using the wrong IP address or password, or there may be an address conflict. Read the channel status message, then check the camera's address with the discovery tool.
Sometimes, if the camera was locked out or the recorder was stuck. Use the recorder's own reboot menu rather than pulling the plug. If the camera is still offline after a few minutes, the cause is power, cable, address or password.
Yes. A poor crimp, a corroded contact or CCA cable can pass video at low load and drop out when the camera draws more power or the weather changes. Intermittent faults are usually cable faults.
Infrared light is reflecting back into the lens from dirt, spider webs, the dome cover or a nearby wall or eave. Clean the dome, check the gasket and adjust the aim.
Rarely, and it creates work. A reset wipes the settings and password, so the camera then has to be activated and added to the recorder again. Check power, cable, address and password first.
Not necessarily. Check that the DVR supports the camera's signal type and that the channel is set to it, then check the BNC plugs and the 12 V supply.
If the reset or recovery is not going to plan, an Extrion engineer can recover access with you, reconfigure the system and check the recordings.
Ask for clarification, tell us a problem this did not solve, or suggest a topic. An engineer reads every message, and we use them to improve the Knowledge Center.
Keep learning
CCTV, Surveillance & Physical Security
30 min
Troubleshooting fix
A Hikvision camera that shows offline on the recorder has a power, cable, address or password problem, while a system that is offline only in Hik-Conn...
View Guide
CCTV, Surveillance & Physical Security
30 min
Troubleshooting fix
Live view works, but playback is empty or the recorder says no record file found. The cause is usually the hard drive, the recording schedule, the ove...
View Guide
CCTV, Surveillance & Physical Security
45 min
Troubleshooting fix
When an IP intercom stops working, the fault is usually power, the network, the link between door station and monitor, SIP registration, the app accou...
View Guide
CCTV, Surveillance & Physical Security
30 min
A factory reset returns an IP camera to the state it left the factory in: no password, default network settings and no link to your recorder. This gui...
View GuideEngineers reply Mon – Fri, 08:00 – 17:00
We'll send a copy of the conversation to our team. Next time, the chat starts fresh.
