Troubleshooting Tips for Alarm.com Cameras

Common Terms

Familiarize yourself with these terms to better understand the troubleshooting steps.

Alarm.com Camera

Any video camera designed to integrate with the Alarm.com platform, used by Brinks Home.

Live View

The live video feed from your camera, viewable through the Brinks Home™ App or website.

Power Cycle

The process of restarting a device by unplugging it from its power source, waiting about a minute, and then plugging it back in.

Router

The device in your home that provides internet access and creates your Wi-Fi network.

WPS (Wi-Fi Protected Setup)

A method to easily connect a device to your Wi-Fi network, often by pressing a button on your router and the device.

AP Mode (Access Point Mode)

A temporary mode where the camera broadcasts its own Wi-Fi network, allowing you to connect to it with a phone or computer to configure its connection to your main home Wi-Fi.

Signal Strength

A measurement of how well your Wi-Fi camera is receiving the signal from your router.

SVR (Stream Video Recorder)

An optional device that can record continuous video footage from your cameras locally in your home.

Recording Rules

Settings you configure in your Brinks Home™ account that tell your cameras when to record clips (e.g., when motion is detected).

VMD (Video Motion Detection)

A feature where the camera uses changes in pixels to detect motion, configured using "VMD windows."

Video Analytics

An advanced feature that intelligently analyzes video to distinguish between people, animals, and vehicles, and allows for setting up virtual "tripwires" or "ground zones" for more accurate alerts.

Perimeter Guard™

An Alarm.com feature that uses Video Analytics to proactively deter intruders by flashing the camera's light or playing an audible alert.

Two-Way Audio

A feature that allows you to listen to sound from the camera's location and speak through the camera's built-in speaker via your mobile app.

IR (Infrared) / Night Vision

Technology using infrared lights that allows the camera to see in low-light and no-light conditions.

Troubleshooting Camera Issues

Follow these structured guides to diagnose and resolve specific problems with your camera.

Preliminary Checks (Start Here)

Before troubleshooting specific problems, always start with these simple checks:

1. Check Camera Power: Ensure the camera's power adapter is securely plugged into both the camera and a working electrical outlet. Test the outlet with another device (like a lamp) to confirm it has power. Observe the camera's LED light; if it's off, it is not receiving power.
2. Check Your Internet Connection: Verify that your home's internet service is active by checking if other devices (like your smartphone on Wi-Fi) can access websites. If your internet is down, power cycle your modem and router. If it remains down, contact your Internet Service Provider (ISP).

No Live View (Troubleshoot by LED Status)

If your camera is not showing a live view after performing the preliminary checks, the LED light on the camera is your primary diagnostic tool. Find the color/pattern of your camera's LED below and follow the structured steps.

No Light

1. Check for Power Outages:
   • Have you had a power outage?
     • Yes: Wait for the power to come back on. If the camera does not power up, proceed to the next step.
     • No: Proceed to the next step.
2. Confirm Power Delivery:
   • The camera's power adapter should be plugged into a working outlet. Test the outlet with another device (like a lamp) to see if it is receiving power.
     • The outlet powers another device: The camera or its power adapter might be faulty. Contact support for further assistance.
     • The outlet does not power another device: The electrical outlet may be faulty or switched off. Check your home's circuit breakers. An electrician may be required to fix a faulty outlet.

Solid Red LED

1. Power Cycle the Camera:
   • Unplug and replug the camera, then wait two minutes. Check if the LED turns solid green.
     • Yes: Test the live view. If it works, the issue is resolved.
     • No: Proceed to the next step.
2. Check Wireless Signal Strength:
   • Follow the instructions in the Checking Wi-Fi Signal Strength section below. Is the signal strength adequate (60% or higher)?
     • Yes: Reconnect the camera to your network using AP mode or WPS (if available), following your camera's specific setup guide.
     • No: The camera's signal is too weak. Consider using a Wi-Fi extender or relocating the camera or router to improve signal strength.

Flashing White LED

1. Connect the Camera to Wi-Fi via AP Mode:
   • A flashing white light means the camera is in Access Point (AP) mode. Try connecting the camera to your network via AP mode, following its setup guide.
     • Successful: Check your recording rules and schedules.
     • Unsuccessful: Proceed to the next step.
2. Connect via WPS:
   • Try connecting via WPS if your router and camera support it.
     • Successful: The issue is resolved.
     • Unsuccessful: Proceed to the next step.
3. Check Wireless Signal Strength:
   • The camera's physical location may have a poor Wi-Fi signal. Refer to the Checking Wi-Fi Signal Strength section. Is the signal strength adequate (60% or higher)?
     • Yes: The signal is good. Power cycle the camera and try connecting again. If it fails, contact support.
     • No: A Wi-Fi extender may be necessary for reliable camera function at this location.

Flashing Blue LED

1. Connect via WPS:
   • A flashing blue light means the camera is in WPS mode. Attempt to connect to the network by pressing the WPS button on your router.
     • Successful: Check your recording rules and schedules.
     • Unsuccessful: Proceed to the next step.
2. Connect via AP Mode:
   • Attempt to connect the camera to your network using AP mode.
     • Successful: The issue is resolved.
     • Unsuccessful: Proceed to the next step.
3. Check Wireless Signal Strength:
   • The camera's location may have poor Wi-Fi signal. Refer to the Checking Wi-Fi Signal Strength section. Is the signal strength adequate (60% or higher)?
     • Yes: The signal is good. Power cycle the camera and try connecting again.
     • No: A Wi-Fi extender may be necessary for reliable camera function at this location.

Solid Blue LED

1. Disable Privacy Mode:
   • A solid blue light indicates Privacy Mode is active. Press and hold the WPS/Reset button for 1 second to turn off privacy mode.
     • Successful (LED changes): Check your camera's live view.
     • Unsuccessful (LED stays solid blue): Power cycle the camera and wait 2 minutes. If the issue persists, contact support.

Flashing Red and Green LED

1. Wait and Check:
   • This indicates a factory reset is in progress. Wait 30 seconds, then check the LED again.
     • LED Changed: The reset is complete. Check if the camera is working. If not, follow the steps for the new LED color that is displayed.
     • LED Not Changed: Power cycle the camera and wait 2 minutes. If the LED still doesn’t change, the camera may be stuck. Try initiating a new factory reset by pressing and holding the WPS/Reset button on the camera for 15 seconds.

Flashing Green LED

1. Power Cycle the Router and Camera:
   • A flashing green light indicates the camera has a local network connection but cannot reach the internet/Alarm.com. Power cycle your router first. Once it's back online, power cycle your camera. Wait 2 minutes.
     • Successful (LED turns solid green): The issue is resolved.
     • Unsuccessful (LED returns to flashing green): Contact Brinks Home™ Customer Service. There may be an internet or service outage.

Solid Green LED

1. Check Account Status:
   • A solid green light means the camera is fully online. Ensure the camera has been properly added to your Alarm.com account.
     • Not Added: Add the camera to your account and set up recording rules and schedules.
     • Already Added: If live view is still not working, the issue may be with the app or website. Try refreshing your app/browser, logging out and back in, or checking from another device.

Camera is Recording Too Many Clips

1. Check Your Service Package:
   • Determine if you have the “Pro Video” or “Pro Video with Analytics” service package by reviewing the “Service Package” tab in your account on the website.
     • If Pro Video Package: Proceed to step 2.
     • If Pro Video with Analytics Package: Proceed to step 3.
2. For Pro Video - Adjust VMD Windows:
   • Log in to the website and inspect your VMD (Video Motion Detection) windows. Are they set up correctly (e.g., covering specific points of interest, not areas with constant background motion like trees or fans)?
     • No: Adjust the shape, size, sensitivity, and target size of the windows. Spend time testing and adjusting until you get legitimate clips. This resolves the issue.
     • Yes: Proceed to step 4.
3. For Pro Video with Analytics - Check Recording Rules:
   • Log in to the website and ensure ground zones and tripwires are set up correctly to avoid areas of unwanted motion (e.g., a busy sidewalk).
     • No: Adjust and test the shape, size, and sensitivity of the ground zones and tripwires. This should resolve the issue.
     • Yes: Proceed to the next step.
4. Check Clip Legitimacy:
   • Are all the recorded clips legitimate and useful, but you are hitting your monthly upload limit?
     • Yes: You might need to increase your clip limit. Contact support to adjust your service package.
     • No: Your VMD windows or analytics rules need further adjustment. Continue tweaking the settings until you are only getting important clips.

Camera is Not Recording Clips/Footage

1. Check for an SVR (Stream Video Recorder):
   • Do you have an SVR for continuous recording?
     • No: Proceed to step 2.
     • Yes: Check if your SVR has power. If yes, proceed to step 3. If no, power cycle the SVR. If it remains off, test the outlet. If the outlet works, contact support for the SVR.
2. Check Recording Rules/Schedules:
   • Are your recording schedules paused in your account settings?
     • Yes: Unpause the schedules and test. Also, check if your monthly clip limit was exceeded, which can pause rules.
     • No: Proceed to the next step.
3. Inspect History Tab:
   • Check the event history in your account. Is the camera activating rules that should be taking a clip?
     • No: Your VMD windows or analytics rules are not set up correctly to detect the desired motion. Adjust your recording rules.
     • Yes (rule activates, but no clip saves): Proceed to the next step.
4. Check Wireless Signal Quality:
   • Verify if the average signal strength is adequate (60% or higher). Refer to the Checking Wi-Fi Signal Strength section.
     • Yes: The issue might be a temporary Alarm.com service outage or insufficient internet upload speed. Run a speed test at the camera's location. If speed is low, contact your ISP. If speed is sufficient, wait a few hours and check again. If the issue persists, contact support.
     • No: The camera's Wi-Fi signal is too weak for reliable clip uploads. You may need a Wi-Fi extender.

Not Receiving Notifications

1. Check Notification Settings in Alarm.com:
   • Log in to your account. Are notifications turned on and correctly set up for your camera in the Notifications section?
     • No: Set up the appropriate notifications (e.g., for motion detection) and add your phone as a recipient. Test the rule.
     • Yes: Proceed to the next step.
2. Check Push Device List and Phone Settings:
   • In your account's user settings, is your device on the list of push devices, AND on your phone itself, are notifications for the Brinks Home™ App enabled?
     • No: Add your device to the push device list in your account and/or enable notifications on the device in its main settings. Test again.
     • Yes: Proceed to the next step.
3. Check for Conflicting Rules or Outages:
   • Are other push devices on your account receiving notifications?
     • No: Alarm.com may have a temporary notification outage. Wait a few hours before trying again.
     • Yes: The issue is specific to your device. Reboot your phone. If it persists, refer to your phone’s manufacturer for further assistance.
4. Power Cycle the Camera:
   • If all settings are correct, power cycle your camera, then wait 2 minutes. Check if the issue persists.
     • Issue Resolved: The issue is resolved.
     • Issue Not Resolved: Consider setting up a technician appointment.

Night Vision/IR Not Working

1. Check for Nearby Light Sources:
   • Is a bright light near the camera tricking its light sensor?
     • Yes: Turn the light off or reposition the camera. Check if night vision now works. If yes, the issue is resolved. If no, proceed to the next step.
     • No: Proceed to the next step.
2. Check if IR Lights Are On:
   • In a dark room, can you see the faint red glow of the camera's IR LEDs? (Use a phone camera to see them better).
     • Yes: Is the subject too far away (beyond the camera's IR range, typically 15-30 feet)? Test by holding a hand a few feet in front of the camera. If you can see your hand, the IR is working but the subject is out of range.
     • No: Power cycle the camera. If the IR lights still don't turn on in the dark, the camera may be faulty. Contact support.

Two-Way Audio Issues

1. Determine Audio Direction Issue:
   • Is the issue with inbound audio (hearing sound from the camera) or outbound audio (speaking through the camera)?
     • Inbound: Proceed to step 2.
     • Outbound: Proceed to step 3.
2. For Inbound Audio Issues (Hearing from Camera):
   • Is the camera's microphone turned on in its settings in your Alarm.com account?
     • No: Turn on the microphone and test the audio.
     • Yes: Power cycle the camera. If the issue persists, the camera may be faulty. Contact support.
3. For Outbound Audio Issues (Speaking through Camera):
   • Are you pressing and holding the microphone button on your mobile device when attempting to talk?
     • No: Press and hold the microphone button to speak.
     • Yes: Check your phone's settings to ensure the Brinks Home™ App has permission to access the microphone. If so, power cycle the camera. If the issue persists, the camera may be faulty. Contact support.

Perimeter Guard Not Working

1. Check Service Package and Rule Setup:
   • Do you have an object detection rule set up (for people/vehicles) with Perimeter Guard enabled within that rule?
     • No: Perimeter Guard requires a Video Analytics service package and a correctly configured recording rule. Set up an object detection rule first, then enable Perimeter Guard options within it.
     • Yes: Proceed to the next step.
2. Check Camera Activity History:
   • Is the camera activating the analytics rule (e.g., saving a clip of a person) but just not activating the light/sound?
     • No: The analytics rule itself is not triggering. Adjust the size, shape, and sensitivity of your Ground Zone or Tripwire and test again.
     • Yes: Power cycle the camera and test the rule again. If it still fails, the camera's light or speaker may be faulty. Contact support.

Checking Wi-Fi Signal Strength

A strong and stable Wi-Fi connection is vital for all camera features. Here's how to check it.

1. Log in to your Brinks Home™ App or the Alarm.com website.
2. Navigate to the Video section.
3. Go to Settings (gear icon ⚙️).
4. Look for your camera in the device list and select it, or go to Video Device Info.
5. Find the Signal Strength indicator. It is usually displayed as a percentage.

Use this table to interpret the signal strength values:

Further Assistance

How to get more help if your camera issues persist.

If after following these steps you are still experiencing issues with your Alarm.com camera, consider contacting support for additional assistance. Be ready to describe the problem, the camera's LED status, and the troubleshooting steps you have already performed.