Camsecure Plug and Play Webcams are designed to be hassle free to install and as trouble free as possible. Just connect them up correctly and they will connect to our service and stream to your website player we give you, with no programming necessary.
However there can be glitches in power or Internet Router equipment which can cause a feed to stall and not auto-recover. if you do encounter a problem please check everything here first, and in order before moving on to the next step if required, before submitting a support ticket, the most common issues are listed below.
Scenario 1 - Webcam has been working fine but has stopped, your Internet is working fine.
1) Check camera power is still plugged in and the LED power light is on.
2) Reboot camera by powering off for at least 30 seconds, then power back up. Camera should reconnect within 10 minutes (be patient).
3) Check that the POE injector is still correctly connected i.e. Data & POE port goes to camera cable and Data / LAN port goes to router connection.
4) If router has port status LED's check that the LED is on for the port the camera is plugged in to, (some routers do, some dont).
5) Check the lead from the POE injector Data In or LAN connection is still plugged in to a LAN / Ethernet port on router, it may have pulled it out and plugged back in to WAN port by mistake, but it must be in a LAN / Ethernet port in order to work.
If your router has both types of port as shown below then LAN can also be called Ethernet and WAN may be called BT Infinity or Fibre etc. Sometimes the sockets are different colours too. The data link cable from the Injector must be plugged in to a LAN / Ethernet port.
6) Reboot router and camera together (power both off 30 seconds then back on) this will force router and camera to talk after power glitches or updates.
7) Check Camsecure service status page here - system outages and maintenance are reported here, updated at 30 minute intervals.
8) If all above is definitely checked and OK, check camera cable is connected correctly at the camera and weatherproofed i.e. no ingress of moisture.
9) If you have a network cable tester plug the master unit directly to the camera cable at the router end and check the LED's to show cable faults.
10) If all above is correct submit a support ticket and we will get back to you and try remote diagnostics and offer more assitance as required.
Scenario 2 - Webcam has been working fine but has gone very slow to respond or very jerky.
1) Reboot camera by powering off for at least 30 seconds, then power back up. Camera should reconnect within 10 minutes (be patient).
2) Check your broadband speed, in particular the upload and see if it has dropped off in performance. If so, reboot router. (Internet Speed Check)
3) Check Camsecure service status page here - system maintenance, outages and problems are reported here, updated at 30 minute intervals.
4) If you are on Basic (or maybe even standard) service and your camera is very polular, you may at times exceed your simultaneous viewer limit. (upgrade?)
5) If you are using a 4G/5G connection you may be over your data limit. Contact provider and switch to Truly Unlimited data (no fair usage policy!)
6) If all above checks out, submit a support ticket and we will get back to you and try remote diagnostics and offer more assitance as required.
Scenario 3 - Cant get new Plug & Play webcam on line.
1) Ensure that the camera lead and any patch leads are wired EXACTLY as in this diagram. This must be done to ensure the correct twisted pairs go to the correct data connections on the equipment. Do Not deviate from it otherwise the camera and other equipment will not function correctly especially as the cable length increases.
2) Check the cable wiring at each end using a network cable tester to ensure all connections are made and go pin to pin 1-1 / 2-2 etc. at each end.
3) Check patch leads are also correct - dont just trust them especially if already used.
4) Make sure the plug at the camera end is fully inserted and clicked in place, take care not to disslodge when fitting weatherproof boot (this must be fitted)
5) Make sure the camera lead is plugged into the Power and Data socket or sometimes called POE and Data depending on POE injector model.
6) If using one of our POE switches for more than 1 camera, make sure the camera leads are plugged into POE sockets and if using a PTZ camera this is plugged into the POE+ or High POE socket, sometimes also marked with a colour, as a PTZ camera needs more power.
7) Make sure the Data only port on the POE injector or the Uplink port on the POE switch is plugged in to a LAN or Ethernet port on your router. This is normally Yellow, never Red and should be marked LAN or Ethernet.
8) If all connections prove OK test the port on the router by plugging a PC or laptop into it and see if you can connect to the Internet via this port. This will prove the data port is working
9) Reboot router and camera together (power both off 30 seconds then back on) this will force router and camera to talk after power glitches or updates.
10) Check Camsecure service status page here - system outages and maintenance are reported here, updated at 30 minute intervals.
11) So if you have ensured all leads work, all plugs are secure and wired correctly, all leads go to the correct places, everything has power and you have powered everything off for 30 seconds, powered it back on and waited up to 10 minutes for the feed to show in your player and there is still a problem, submit a support ticket and we will get back to you and try remote diagnostics and offer more assitance as required.
