Common Issues and Solutions

Quick troubleshooting guide for resolving common device problems.

Overview

This guide provides solutions to the most common issues you may encounter with cameras, coaching screens, and duress buttons. Most problems can be resolved quickly using these troubleshooting steps.

Before You Begin:

Check if multiple devices have the same issue (indicates network problem)
Note when the problem started
Document any recent changes (facility network, device configuration)
Check Device Health indicators first

Device Shows Offline

One of the most common issues. When a device shows offline in Device Management, it's not communicating with Performance Hub.

Immediate Checks

1. Device Power:

Verify device is powered on
Check LED indicators are lit
Ensure power cable is securely connected
Test power outlet with another device
Check power strip or surge protector is on

2. Network Connection:

Ethernet: Check cable is plugged in at both ends
WiFi: Verify device is configured for correct network
Network switch has link light for device port
Router/switch is powered on and operational
No facility-wide network outage

3. Device Status:

Physical device appears operational
No visible damage to device or cables
Device not overheated
Check if problem started after facility change

4. Other Devices:

Check if other devices are also offline
If multiple offline: likely network issue
If single device offline: likely device-specific problem

Try These Solutions

Solution 1: Restart the Device

Using Device Management (preferred):

In Device Management, find the offline device
Use restart action if available
Wait 3-5 minutes for complete restart
Check if device comes back online

Manual restart:

Unplug power cable from device
Wait 30 seconds
Plug power cable back in
Wait 3-5 minutes for device to boot
Check Device Management for online status

Solution 2: Check Network Cables (Ethernet Devices)

Unplug Ethernet cable from device
Check cable for visible damage
Check connectors are not bent or broken
Plug cable back in firmly at both ends
Verify link light on network switch port
Try different network cable if available

Solution 3: Verify WiFi Connection (WiFi Devices)

Check WiFi password hasn't changed recently
Verify other WiFi devices can connect
Try accessing device configuration if possible
Re-enter WiFi credentials if needed
Check if device is connecting to correct network (not guest network)

Solution 4: Check Network Equipment

Restart network switch (if device on switch)
Restart router (if issue affects multiple devices)
Wait 5 minutes for network to fully restart
Check if devices reconnect automatically

Solution 5: Wait and Monitor

Sometimes devices reconnect automatically:

Wait 5-10 minutes
Check if device comes back online
May be temporary network glitch
Monitor to see if problem recurs

If Device Remains Offline

After Trying Above Solutions:

Verify device has power (LED indicators)
Try different network cable (Ethernet devices)
Try different network port on switch
Move device temporarily closer to router (WiFi devices)
Contact support if device still offline after 30 minutes

For Cameras:

Check if camera recording light is on (if equipped)
Verify HDMI output shows video (if has monitor output)
Try factory reset only as last resort (loses settings)

For Screens:

Check if TV shows "No Signal" or device output
Verify HDMI cable connected properly
Try different HDMI port on TV
Check TV is on correct input

For Duress Buttons:

Replace battery (may appear offline if battery dead)
Check if Bluetooth mesh gateways are online
Verify button hasn't been moved out of range
Try re-pairing button as last resort

Low Signal Strength (WiFi Devices)

WiFi devices showing signal strength below 60% may experience connectivity problems.

Possible Causes

Distance and Location:

Device too far from router or access point
Multiple walls or floors between device and router
Device in area with poor WiFi coverage
Building construction materials blocking signal (metal, concrete)

Interference:

Other wireless devices nearby (baby monitors, microwaves)
Neighboring WiFi networks on same channel
Bluetooth devices interfering
Large metal objects near device or router

Network Configuration:

Device connected to 2.4GHz instead of 5GHz
Router on congested WiFi channel
Too many devices on access point
Router firmware outdated

Environmental Changes:

New walls or construction
Furniture or equipment moved blocking signal
New wireless devices in facility
Neighboring facilities with new WiFi networks

Solutions (In Order of Effectiveness)

Solution 1: Switch to Ethernet ⭐ BEST SOLUTION

Most effective permanent fix
Eliminates all WiFi-related problems
Provides reliable connection
Worth the installation effort

Solution 2: Add WiFi Extender or Access Point

Place extender between router and device
Reduces distance device needs to reach
Improves signal quality significantly
Relatively low cost solution

Solution 3: Reposition Device

Move device closer to router if possible
Change orientation of device
Elevate device above obstructions
Clear line of sight to router

Solution 4: Optimize WiFi Settings

On Router:

Switch device to 5GHz WiFi band (faster, less interference)
Change WiFi channel to less congested one (try channels 1, 6, or 11)
Update router firmware to latest version
Adjust router transmit power if option available

Solution 5: Reduce Interference

Move router away from metal objects and microwaves
Reduce number of 2.4GHz devices near router
Use wired connections for non-mobile devices
Keep cordless phone base away from router

Solution 6: Add More Access Points

For large facilities, single router may not provide adequate coverage
Add access points for better whole-facility coverage
Use mesh WiFi system for seamless roaming
Consult IT professional for enterprise-grade solution

Monitoring Signal Strength

Regular Checks:

Note signal strength when device first installed (baseline)
Monitor weekly for changes
Address declining signal before device goes offline
Document signal strength after making improvements

Red Flags:

Signal dropping below 50%
Signal steadily declining over time
Frequent disconnections
Recording gaps or content loading issues

Device Temperature Too High

Devices running hot (above 75°C) need attention to prevent damage and ensure reliable operation.

Immediate Actions

1. Check Ventilation:

Ensure air vents not blocked
Remove objects from around device
Verify device not in enclosed space
Check that mounting allows airflow

2. Check Environment:

Move device away from direct sunlight if possible
Ensure not near heating vents
Verify room temperature is reasonable
Check if multiple devices in area are hot

3. Check Equipment:

Listen for fan operation (cameras with fans)
Look for dust in air vents
Verify device securely mounted
Check cables not restricting airflow

4. Reduce Load Temporarily:

Lower recording quality (cameras)
Reduce screen brightness (coaching screens)
Disable non-essential AI features temporarily
Give device time to cool down

Prevention

During Installation:

Choose well-ventilated locations
Keep devices away from heat sources
Avoid direct sunlight when possible
Ensure adequate space around device for airflow
Don't install in enclosed cabinets without ventilation

Regular Maintenance:

Clean air vents monthly
Remove dust buildup
Verify fans working (cameras)
Check mounting hasn't shifted
Monitor temperature trends

Environmental Controls:

Maintain reasonable facility temperature
Ensure HVAC system working properly
Use window coverings to block direct sun
Consider relocating devices in hot areas

When to Take Action

Monitor (65-70°C):

Check monthly
Note if temperature rising
Plan preventive maintenance

Address Soon (70-75°C):

Clean vents this week
Improve ventilation
Check for obstructions
Monitor temperature daily

Immediate Action (Above 75°C):

Address within 24 hours
Risk of device damage or failure
May indicate equipment problem
Contact support if temperature doesn't decrease

If Temperature Remains High

After Trying Above:

Reduce device workload (lower quality, disable features)
Consider relocating device to cooler area
Verify fan is operational (cameras)
Check for hardware malfunction
Contact support for assistance

May Need Replacement If:

Fan not working and device doesn't have replaceable fan
Device consistently overheating even in good conditions
Temperature above 80°C despite all interventions
Device shutting down due to overheating

Device Won't Update

Firmware updates occasionally fail. Here's how to resolve update problems.

Before Troubleshooting

Check:

Is this during automatic update window (2 AM local time)?
Was this a manual update attempt?
Did update fail for one device or multiple devices?
What was the error message if any?

Common Causes and Solutions

Cause 1: Poor Network Connection

Symptoms:

Update download fails partway through
Device goes offline during update
Multiple update attempts fail

Solutions:

Ensure device has stable internet connection
Switch from WiFi to Ethernet if possible
Wait for stable network before retrying
Check internet bandwidth is adequate (other large downloads running?)

Cause 2: Insufficient Storage Space

Symptoms:

Update fails with storage error
Device indicates low storage
Update download completes but install fails

Solutions:

Check device storage in Device Management
Clear old recordings if camera (automatic retention cleanup)
Restart device to clear temporary files
Contact support if storage genuinely full

Cause 3: Update Server Issues

Symptoms:

Multiple devices fail to update simultaneously
Error indicates server problem
Updates work again later

Solutions:

Wait 1-2 hours and try again
Allow automatic update to retry at 2 AM
Check Performance Hub status page for known issues
Contact support if problem persists

Cause 4: Device Already Updated

Symptoms:

Update appears to fail but device already running latest version
No actual problem

Solutions:

Check device firmware version in device details
Verify this is indeed latest available version
No action needed if already updated

Try These Solutions

Solution 1: Wait for Automatic Update

Automatic updates at 2 AM usually more reliable
System will retry failed updates automatically
Less network congestion during off-hours
Allow 2-3 automatic update cycles

Solution 2: Restart Device First

Restart device before manual update
Clears any stuck processes
Frees up memory and storage
Often resolves update problems

Solution 3: Update One Device at a Time

If updating multiple devices manually
Bandwidth may be limited
Update individually for better success rate
Verify each update completes before next

Solution 4: Check Network Connectivity

Verify device has strong, stable connection
Test internet speed at facility
Ensure no network issues
Check other devices updating successfully

If Updates Continue to Fail

Contact Support If:

Updates fail repeatedly (3+ attempts)
Error message indicates hardware problem
Device appears functional but won't update
Multiple devices can't update

Information to Provide:

Device serial number
Error message if displayed
How many update attempts made
Network connection type (Ethernet/WiFi)
When problem started

Additional Common Issues

Camera Not Recording

Check:

Camera is online in Device Management
Storage not full
Recording enabled in camera settings
No scheduled recording blackout period

Try:

Restart camera
Verify recording settings
Check storage capacity
Test by triggering motion detection

See: Camera Configuration for detailed camera troubleshooting

Screen Not Displaying Content

Check:

Screen is online in Device Management
TV is powered on
HDMI cable connected properly
TV on correct input channel
Content scheduled in Coaching Screens module

Try:

Check HDMI connection
Cycle TV input to correct HDMI port
Restart coaching screen device
Verify content schedule is active

See: Screen Configuration for detailed screen troubleshooting

Duress Button Not Sending Alerts

Check:

Button is online in Device Management
Battery level adequate
Alert recipients configured
Bluetooth mesh gateways online

Try:

Replace button battery
Test button alert delivery
Verify alert configuration
Check recipient notification settings

See: Duress Button Configuration for detailed duress button troubleshooting

Multiple Devices Offline Simultaneously

This Indicates Network Problem:

Check:

Facility internet connection active
Router/switch powered on
No ISP outage affecting facility
Network equipment functioning

Try:

Restart router and switches
Wait 5-10 minutes for network to stabilize
Check for facility-wide network changes
Contact IT team or network administrator

Monitor:

Devices should reconnect automatically
May take up to 10 minutes
Document if problem recurs

Getting Help

When to Contact Support

Contact Support For:

Problems persisting after troubleshooting
Hardware failures or damage
Multiple devices with same issue
Error messages you don't understand
Updates failing repeatedly
Safety-critical issues (duress buttons not working)

Information to Provide

When Contacting Support:

Device type and serial number
Clear description of problem
When problem started
Troubleshooting steps already tried
Error messages received
Whether problem affects one or multiple devices
Recent facility or network changes

Resources

Back to Device Management Overview - Main device management page

Understanding Device Health - Monitor device performance

Best Practices - Preventive maintenance guidance

Device-Specific Troubleshooting:

Camera Configuration - Camera troubleshooting
Screen Configuration - Screen troubleshooting
Duress Button Configuration - Duress button troubleshooting

Most device issues can be resolved quickly with these troubleshooting steps. For persistent problems, Performance Hub support is here to help.