One of the most common faults we encounter with CCTV systems is a loss of connection. When this happens, it’s important to take the correct steps to quickly restore the connection, minimising downtime and ensuring the system remains operational for security purposes. This helps maintain the effectiveness of the system and ensures that any critical incidents are responded to.
Below, we’ve outlined key checks that can help installers resolve this issue efficiently, along with useful tools and resources.
Restart the System
- Power cycle the CCTV system: Sometimes, a simple restart can resolve connectivity issues. Turn off the system, wait a few moments, and then turn it back on.
- Restart the router or network switch: Restart the networking equipment (router or switch) that connects the CCTV system to refresh the connection.
Check if the IP Address is Correct
- Verify the IP address: CCTV systems often rely on a static IP address, not a roaming IP, to ensure continuous connection with the monitoring station. If the system is using a dynamic IP, it may change, causing the connection to break.
- Contact your ISP for a static IP: If the CCTV system is using a dynamic IP, consider requesting a static IP address from your ISP. This ensures the monitoring station can always reach the system at the same IP.
- Ensure the IP is static in the router: Once you have a static IP from the ISP, make sure the router is correctly configured to assign that IP to the CCTV system.
Check if the IP is Active
- Ping the IP address: Use the command line or network tools to ping the CCTV system’s IP address. This will let you know if the device is responding and still on the network.
Tools to Use:
- Ping.eu (for pinging IPs)
- Command Line (Windows): Type ping [IP Address] in the command prompt.
- Check for IP conflicts: Ensure no other devices are using the same IP address.
Verify Ports Are Correctly Configured and Open
- Verify the correct port settings: Ensure that the correct ports used by the CCTV system for communication with the monitoring station are open. These ports should match those required for your connection to the monitoring station.
- Check port forwarding: Verify that the router or firewall is correctly forwarding the necessary ports.
Default External Ports for Popular CCTV Brands: Hikvision, Avigilon, Dahua, Videcon, and Axis
| Brand | HTTP Port | HTTPS Port | RTSP Port | Other Ports |
|---|---|---|---|---|
| Hikvision | 80 | 443 | 554 | Device Port: 8000, SDK Port: 8200, ONVIF: 80 |
| Avigilon | 80 | 443 | 554 | Server Port: 38880, ONVIF: 80 |
| Dahua | 80 | 443 | 554 | TCP: 37777, UDP: 37778, ONVIF: 80 |
| Videcon | 80 | 443 | 554 | ONVIF: 80, 6200 |
| Axis | 80 | 443 | 554 | ONVIF: 80, FTP: 21 |
Useful Tools:
Check for Power Supply Issues
- Confirm power supply: Ensure that the CCTV camera and any related network devices (routers, switches) have a stable power supply. Inconsistent power or outages can lead to system reboots or connectivity losses.
- Check UPS/battery backup systems: Verify that the backup power supply (if available) is functioning correctly and providing continuous power.
Inspect the Cables and Connections
- Examine all physical connections: Loose or damaged cables can often cause intermittent connections. Ensure all Ethernet cables, power cords, and connectors are secure.
- Check for wear and tear: If cables are old or worn, consider replacing them as part of regular maintenance.
Review Firewall and Router Settings
- Check firewall settings: Ensure the firewall on the network or router isn’t blocking the CCTV system from sending data to the monitoring station.
- Verify port forwarding settings: Ensure that the necessary ports used by the CCTV system for communication with the monitoring station are open and properly forwarded on the router.
Useful Resources:
Update Firmware or Software
- Ensure firmware is up to date: Outdated firmware on the CCTV system can sometimes cause issues. Check for updates and apply them if available.
- Update monitoring software: Sometimes, an issue lies on the software side, so ensuring the latest version of the monitoring software is installed can prevent compatibility issues.
Test Internet Connection
- Check the site’s internet connection: Ensure the internet connection at the site is working properly. Slow or intermittent internet can prevent the CCTV system from communicating with the monitoring station.
- Restart the modem/router: If the internet connection is slow or unstable, restarting the modem or router might help.
Useful Tools:
Restricting Access Outside Network
- If the firewall requires it, the CCTV system may not be reachable from outside the local network. In this case, you will need our IP range to ensure that only the monitoring station can connect to the system. Please email our support team to request the IP range, which will allow you to lock down access exclusively to us. This also provides an additional layer of security for the system.
Farsight Security Services Support
At Farsight Security Services, we continuously monitor CCTV systems for connectivity issues. If the CCTV system goes down, a fault will automatically be raised in our YourSight online tracker, noting the time the system went offline. Installers can log in to YourSight to track this information.
For additional assistance or checks, you can contact our control room at 0845 371 0101, and our team will be happy to help.
By following these steps, you can often restore connectivity to the monitoring station quickly and efficiently. If the issue persists, don’t hesitate to reach out to us for further support.
