Alarm.com Camera Is Offline or Video Is Not Working

If an Alarm.com camera or video doorbell is offline, first determine whether the problem affects one video device or all video devices.

This distinction can help determine whether the problem is with an individual camera, power, Wi-Fi, the network, or the property's Internet connection.

Check Whether One Camera or All Cameras Are Offline

Open the Alarm.com app and check the other cameras or video devices on the account.

If only one camera is offline:
The problem is more likely related to that camera's power, network connection, Wi-Fi signal, or hardware.

If all cameras are offline:
Check the property's Internet connection, router, power, and any recent network changes before troubleshooting individual cameras.

If Only One Camera Is Offline

Check the affected camera for power.

Depending on the model, the camera may receive power from:

• A plug-in power adapter
• Existing doorbell wiring
• Ethernet or PoE equipment
• Another installed power source

If the camera has a visible status light, note the color and whether it is solid or flashing. Status-light meanings vary by camera model, so identify the model before using the light pattern for diagnosis.

Do not use status-light instructions for a different camera model.

Check the Internet Connection

If multiple Alarm.com video devices are offline, verify that Internet service is working at the property.

Test the Internet using another device connected to the same network.

If Internet service is unavailable, Alarm.com video devices may return online automatically after Internet service and the network are restored.

Was the Router Recently Replaced?

A router replacement is a common cause of previously working Wi-Fi cameras going offline.

Determine whether the customer recently:

• Replaced the router
• Changed Internet providers
• Changed the Wi-Fi network name
• Changed the Wi-Fi password
• Installed a new mesh Wi-Fi system
• Changed network equipment

A camera configured for the previous Wi-Fi network may need to be connected to the new network.

Do not factory reset the camera as the first troubleshooting step.

Wi-Fi Name or Password Changed

If the Wi-Fi name or password changed, Wi-Fi cameras may no longer be able to connect.

The correct reconnection procedure depends on the camera model.

Identify the exact Alarm.com camera or doorbell model before following a Wi-Fi reconnection procedure.

CommTech Systems commonly supports multiple Alarm.com video devices, and their setup procedures are not necessarily interchangeable.

Check the Camera's Power

If the camera appears completely unpowered:

1. Check whether its power supply has been unplugged.
2. Verify that the outlet or power source has power.
3. Check for an obviously loose power connection.
4. If appropriate, determine whether a breaker or GFCI has tripped.

Do not open electrical equipment or work on exposed wiring.

For PoE-powered cameras, network-switch or PoE equipment may require additional troubleshooting by CommTech Systems.

Camera Is Online but Live Video Does Not Work

If Alarm.com shows the camera online but live video will not load:

1. Verify that the phone or computer being used has a working Internet connection.
2. Close and reopen the Alarm.com app.
3. Try the camera again.
4. Check whether other cameras can display live video.
5. Determine whether recorded video or clips are available.
6. Note any error displayed by Alarm.com.

If only one camera has the problem, provide CommTech Systems with the camera name and the error message.

Recorded Clips Are Missing but Live Video Works

If live video works normally but expected recorded clips are missing, the camera may not actually be offline.

The issue may involve:

• Recording rules
• Video analytics
• Recording schedules
• Event detection
• Recording limits
• Account configuration

Do not reset the camera solely because an expected recording is missing.

Doorbell Camera Is Offline

If an Alarm.com video doorbell is offline, determine:

1. Whether the doorbell appears to have power.
2. Whether the property's Internet connection is working.
3. Whether the router or Wi-Fi information recently changed.
4. Whether other Alarm.com cameras are online.
5. The exact doorbell model.

Doorbell models have different status indicators and reconnection procedures. Use the instructions for the specific model.

Poor or Intermittent Wi-Fi

If a camera repeatedly goes online and offline, Wi-Fi signal quality may be a factor.

Possible causes include:

• Camera is too far from the Wi-Fi access point.
• Walls or building materials weaken the signal.
• Router location changed.
• New network equipment was installed.
• Wireless interference is present.
• The camera is connecting through a weak mesh or extender connection.

Do not assume weak Wi-Fi is the cause until basic power and network conditions have been checked.

Do Not Factory Reset the Camera First

A factory reset should not be the first troubleshooting step for an offline Alarm.com camera.

Resetting equipment can remove configuration and may require the camera to be re-enrolled.

Only perform a factory reset when the procedure is appropriate for the exact model and there is a specific reason to reset it.

Information to Gather Before Contacting CommTech

If the problem is not resolved, gather:

• Camera or doorbell name
• Camera model if known
• Whether one or all cameras are affected
• Whether the camera has power
• Status-light color and flashing pattern
• Whether Internet service is working
• Whether the router, Internet provider, Wi-Fi name, or Wi-Fi password recently changed
• Error message shown in Alarm.com

This information can significantly speed up troubleshooting.

When to Contact CommTech Systems

Contact CommTech Systems if:

• The camera has power but remains offline.
• Internet service is working but all Alarm.com cameras remain offline.
• You changed routers or Wi-Fi information and need help reconnecting the camera.
• The camera repeatedly goes online and offline.
• Alarm.com shows the camera online but video consistently will not load.
• A doorbell has power but will not reconnect.
• You need help identifying the camera model.
• The camera requires re-enrollment or equipment-level troubleshooting.

Do not provide your Wi-Fi password or Alarm.com password through the support chatbot.