Verkada - Troubleshooting tips & tricks

Verkada offers, as part of the regular license, access to 24x7 support (over phone, live chat or email). However, there are certain steps one can take to try identifying the issue and make sure that the devices are functioning properly after they leave the site.

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00:00 - Verkada support
00:55 - LED status troubleshooting
03:50 - Device not powering on
04:30 - PoE considerations
07:47 - Network requirements
09:04 - Camera install considerations
10:51 - Access control install considerations
11:53 - Air quality sensors install considerations
12:28 - Alarms install considerations

🗒️ Key main points:

➡️ The LED lights are the best way to understand if a Verkada device is functioning properly; it should be solid blue, except at boot, where it might go solid and then flashing orange (to signal firmware update); if flashing blue, the device cannot connect to the cloud, although in itself is operational

➡️ All cameras and the AC12 controller also have flashing LED patterns, that clearly identify the actual network issue, from no IP address being allocated, to SSL decrypt or firewall rules stopping the flow; the intercom also has a bay of 14 LEDs, that will get stuck during the boot process in order to help identify the issue

➡️ Lots of things can impact the device powering on to start with, including the switch ports being shut down, authentication being enforced, long Ethernet cables and the lack of PoE budget

➡️ Make sure to scope the right PoE for the right device, with indoor cameras utilizing regular PoE, outdoor ones PoE+, while the multisensor and PTZ cameras using PoE++

➡️ The AC12 does require PoE++ in case one requires the downstream port to supply power; the GC31 gateway also utilises this, at a slightly higher wattage of 90W, in order to pass 60W downstream

➡️ Make sure your network has DHCP and DNS services, and allows unobstructed traffic to the internet via TCP443 and UDP123; for LPR barrier unlock, also provision the network to allow the camera and controller to communicate directly

➡️ When installing cameras, make sure to properly seal the outdoor ones, applying desiccant packs if supplied; the IR illuminators of domes and minis should face outwards, to stop them reflecting back; check for smudges or dirt on the lens before leaving

➡️ Check the access control wiring and utilize the new health checks in command

➡️ Don't install sensors in areas with strong air flow, such as near aircons/HVAC units, windows or doors

➡️ Provision all the devices ahead of time, don't wait for the install on the wall to first power them!



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