Why am I having trouble viewing my camera(s)?
This is most likely a connection related problem.
There are a few reasons why a video device might lose its internet connection. See below for possible causes for intermittent internet connectivity and solutions for those causes.
Range: If a video device is connected over Wi-Fi and does not have a strong wireless connection, it can occasionally drop off the network. This occurs when a camera is located far from the wireless router or if there are several obstacles between the router and the video device, like walls, floors, ceilings, or even large home appliances.
If range is determined to be the cause of intermittent connectivity, an effective solution is the NETGEAR Powerline Extender for Wireless Video, which extends the range of the existing wireless network. Another solution is to relocate the video device or the router to position them closer together or to avoid obstacles to communication.
Internet service: Alarm.com recommends .25 mbps of upload speed per video device. If the customer’s network does not meet this standard, limited bandwidth could very likely cause intermittent connectivity. High bandwidth activities, like backing up a computer to cloud storage or online video gaming, can also interfere with a video camera's connection.
Local network functionality: If the majority of devices that are connected to the local network, like computers, smart phones, tablets, etc., are experiencing connectivity trouble, it is likely that the router or internet service is not functioning properly. Power cycling the router or contacting the Internet Service Provider can help resolve this.
Wired connections: If the power cables are spliced or an outlet isn’t supplying enough power to maintain the necessary 12V DC, then a video camera's connection can be inconsistent. Furthermore, if a video device is not maintaining a consistent connection when connected to the router with an Ethernet cable, switching the Ethernet cable or the port connection on the router can help resolve intermittent connectivity.
How do I find my signal strength? Why do I have poor signal strength?
The easiest way to find the signal strength for a system is to request it from the Dealer Website. To do so:
Log into the Dealer Website and select the relevant account
Select Signaling from the left navigation menu or under the Customers tab in the Customer Support column
Once on the Signaling page, select the Signal Strength History from the smaller tabs
Request Signal Strength from Module
After a minute or so, refresh the Current Record to see the most recent signal strength request
The signal strength should be reported in bars, from 0 bars to 6 bars, 6 being the best possible. Keep in mind that a sustained signal level of two or more bars is the recommended minimum. For information on Registration Time, see, "What is registration time for a cellular module?"
There are specific ways to check this at certain panels and modules as well. See below to learn how to determine signal strength depending on the system.
On the Interlogix Simon XT panels, press and hold the 5 key for 10 seconds to see signal strength. The module for these panels and the Interlogix Concord 4 and Interlogix NX panelswill also have a light on L4 that will blink the signal strength when signaling, e.g. 4 quick flashes is 4 bars of signal strength.
Why are my lights, garage door, thermostat, and other Z-Wave products malfunctioning?
This problem could arise because of connection related issues, or because you have replaced your motem/router and your module has not been re-calibrated..Some Alarm.com panels have a Z-Wave radio built into them, where as others rely on the Alarm.com module to provide Z-Wave capabilities. This is important when doing a module swap or panel swap because the sensors will follow the panel, but the Z-Wave devices will differ from panel to panel.
Built into Panel: The Z-Wave controller is the panel itself, so swapping the panel will require the deletion and relearning of existing Z-Wave devices, while swapping the module will require no action in regards to Z-Wave.
In Alarm.com Module: The Z-Waveis controlled by the Alarm.com module for the panel, so swapping the panel will not affect Z-Wave device enrollment but swapping the module will require the Z-Wave devices to be deleted and relearned.
How do I flip a video image if upside-down?
An upside down image on a camera can be flipped from the customer website or the dealer website. Please note that flipping the cameras image can take a few minute to take effect.
To do this from the customer website, go to the Video tab, then Video Device Settings, then click on Video Device Image. Once there, select "Flip Image" and then the Save button.
From the dealer website, select the customer's account, go to the Equipment page on the left navigation bar, then select the Video Devices tab. Select the desired camera from the dropdown, and find the gray "Flip Camera Image" button.
How do I Check Cellular Coverage?
The estimated coverage for a customer may be checked from the Dealer Website. The path to this page is Customers > Check Coverage. Note: This feature is only available in certain countries.
A great tool in addition to Check Coverage, is the Network map located on the Dealer Website. This page will show which carrier your nearby customer accounts are using and how they are signaling. To get to the Network Map first pull up a customer account, then navigate to Customers -> Signaling ->Network Map.
How can a device start receiving Push Notifications?
To enable push notifications on an account, follow the steps below for each mobile device you'd like to receive push notifications.
1. Log into the Alarm.com App
2. Open the menu from the home screen (three horizontal lines in upper left corner)
3. Select Notifications
4. Toggle Push Notifications ON
5. IMPORTANT: The push device now exists on the account but still needs to be added as a recipient for the desired notifications on the account. This can be done from the same area in the app (select Manage Notifications) or from the Notifications tab on the Customer Website.
What can I try if a video camera doesn't find any Wi-Fi networks when I scan for them?
There are a few possible reasons why a video camera might not see any wireless networks after a scan. See the steps below below for troubleshooting options.
Verify that there is a solid green LED on the camera
Make sure the antenna is securely attached (when applicable, some wireless cameras have an internal antenna, e.g. ADC-V721W)
Log out of the customer website, log back in and try scanning again
Power cycle the camera
Power cycle the router
Search for networks on a different Wi-Fi-enabled device (e.g. a laptop or a smart phone) to verify that the network is broadcasting
If the other device used didn't see the correct wireless network, ask if the network is hidden or doesn't broadcast. If it normally isn't hidden, then there is a problem with the router or the internet service, so contacting the Internet Service Provider or router manufacturer would be the next step.
Delete the camera, factory reset it and reinstall if none of the above options worked. To learn how to reset the video device, see the "How do I factory reset a video camera to default settings?" page
How do I control my garage door operator if my internet connection stops working?
If your internet stops working, you can always use your local remotes and controllers to operate your Garage Door. With LiftMaster MyQ devices, you will lose remote control of your Garage Doors if your internet connection drops, as these devices rely on a broadband connection for control.
You will be able to know the last known state of a garage door operator (the last time your internet connection was active), but the current state of the door may be different. Your garage door may have moved while the internet connection was not operating.
Linear Z-wave Garage Doors operate via Z-Wave and have internet connectivity through the Alarm.com cellular network, and would still operate if your home's internet connection stops working.
What can I do if a video device isn’t recording clips?
There are several reasons why video clips would not be uploading. Check the list below for troubleshooting direction.
Ensure the video device has a consistent internet connection. An easy test for this is to ensure that the video device has live view. If it does not, there is likely an internet connection issue. See the "Why would a video device lose its internet connection and what can be done to help?" page for further information.
Verify that the recording schedule has been created and is not paused. If a customer reaches their maximum upload limit, their recording schedule will automatically pause. A paused schedule can be resumed from the Recording Schedules section in the Video Tab of the customer website. It can also be accessed in the mobile app by going to the Video section, selecting the Settingsicon (which appears as a gear), and opening the Pause/Resume Recording Schedules section.
If the recording schedule was paused automatically, they will likely need a larger monthly quota of clips (which can be added in the service plan) or an adjustment to their Video Motion Detection windows/schedules.
If the video device has live view and a properly configured recording schedule, try manually requesting a clip. To do this from the customer website, select the Video Tab, then select the camera film icon on the live view display for a particular video device.
If the camera records a clip and the video clips that aren't recording are for a Video Motion Detection (VMD) schedule, the VMD windows or recording schedules will need to be adjusted. Please refer to “How should I configure Video Motion Detection (VMD) settings for a video device?” page to see recommended VMD practices.
When viewing the live feed from the Video Motion Detection Settings Page, if an object moves through the VMD window it should turn orange (forAlarm.comcameras) if it does not, the windows size, sensitivity, or target size may need to be adjusted.
If the camera does not record a clip when manually triggering one and live view is working, it is recommended to reboot the video device and try again. If it still does not record a clip, there may be a firewall setting that needs to be adjusted. Alarm.com video cameras require the following ports for both inbound and outbound traffic: 80 (HTTP over TCP), 21 (FTP), and 123 (NTP over UDP). If clips are not uploading, it is possible that port 21 is being blocked by firewall settings.
If you are unsure about how to adjust the firewall settings, it is recommended to contact the router manufacturer or internet service provider.