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Troubleshooting and Replacing a Faulty MV

There are some circumstances where a Cisco Meraki MV will fail to function. Sometimes, you may simply need to reset the camera to factory defaults (to do this, review the article: Resetting Cisco Meraki Devices to Factory Defaults). In some circumstances, the device has undergone hardware failure and will need to be replaced. However, many symptoms that appear to reflect a failure can be explained and resolved by troubleshooting. This article outlines common symptoms and troubleshooting steps that can be followed to determine if the MV is failed and requires replacement.

Troubleshooting 

When determining if a Cisco Meraki MV is faulty, the following checks must be made. As per the device's replacement warranty, Cisco Meraki can replace a faulty device through the RMA process. However, in order to satisfy all stakeholders and minimize both downtime and cost, troubleshooting must be done to determine if an RMA is the correct path to follow. Follow the recommendations below to troubleshoot different types of issues. 


LED is not lit on the unit

  • Is the camera online?

    • If the LED does not light up on the MV and it is not online on the dashboard, verify that the power source is functional (see section below). If not, please open a support case for help in debugging the issue and performing an RMA if needed.

    • If the LED is off but the camera comes online on dashboard, it may be an LED issue and may need to be returned.

  • How is the MV powered?

    • If using a PoE injector, replace cabling between the MV and “out” jack on the PoE injector, and the cable from the “in” jack on the PoE injector to the LAN. Ensure all Ethernet cabling is less than 100 meters in length.

    • If using a PoE switch, ensure the switch is IEEE 802.3af (or IEEE 802.3at for MV71) certified, ensure that the switchport that the MV is plugged into is enabled and has PoE enabled.

      • Replace cabling and ensure it is less than 100 meters in length.

      • Try another known working switchport that powers another MV.

      • Try another PoE switch that is known to be working.

      • Try another ASIC on the switch to rule out a bad ASIC.

      • Verify that the upstream switch is not over it’s PoE budget.

My camera is taking a long time for first time setup

Cameras can take up to 20 minutes ( if not longer) for first time setup due to firmware upgrade, format/partitioning and encrypting of the storage. They are sensitive to power and network fluctuations during this time. It is suggested to pre-stage cameras before deployment to avoid troubleshooting when cameras are less inaccessible.

I see “Potential hardware problem detected. Please contact support.”

The error message, "Potential hardware problem detected. Please contact support." is presented when the camera is unable to mount its storage. Please open a support case.

My camera is not online on dashboard

If the camera goes offline and never checks back in to the dashboard, try to do a factory reset. If that fails, it may need to be returned.

There is a delay in my video stream

Anything under ~10 seconds is expected behavior, read the Video Streaming article.

I cannot stream video through my LAN (direct streaming)

Each MV12 will generate a unique domain name to allow for secured direct streaming functionality. These domain names resolve an A record for the private ip address of the camera. Any public recursive DNS server will resolve this domain.

If utilizing an on site DNS server, please whitelist '*.devices.meraki.direct' or configure a conditional forwarder so that local domains are not appended to '*.devices.meraki.direct' and that these domain requests are forwarded to Google public DNS.

Why do I see “No Video”?

  • Double check that you are not using scheduled recording or motion-based recording. If so, it is expected to not have video during certain times.

  • Also, double check that the time period is not beyond your maximum retention.

  • If the above are not applicable, open a support case.

My video quality is bad

If the following suggestions do not resolve the issue, please open a support case.

  • Is your video feed all white / too bright?

    • Ensure that Night Mode (Camera > Settings > Night mode) is not set to 'Always On' if the camera is in a location with adequate lighting. This makes the camera much more sensitive to infrared light and can cause the picture to appear washed out.

  • Is your video feed all back / too dark?

    • Ensure that Night Mode is not set to 'Always Off' if the camera is in a location that experiences low lighting levels. Night Mode makes the camera much more sensitive to infrared light and can help improve visibility in low light conditions.

  • Something else?

IR illuminators are not working

  • Verify night mode is turned on.

  • Check transition threshold to make sure there is at least 2 lux between night and day.

My camera is blinded at night / is blurry / has reflections

  • This is most likely an IR reflection issue. Please reference the Troubleshooting MV21/71 IR Reflection article.

  • Another possible issue is the aperture % is not low enough thus not allowing enough light into the sensor. Reducing aperture % can improve visibility in low lighting conditions.

I cannot connect wirelessly

Ensure the steps in the MV Wireless Configuration Guide are followed. It is noted here that after your profiles are configured and applied to each camera,  cameras should maintain a wired connection for 30 minutes after applying a wireless profile. In about 30 minutes, you will be ready to set up the camera wirelessly and verify the MV12 has associated to one of the wireless SSIDs configured. The LED should turn blue. You can check status through the Network page or through the nodes list page by exposing the respective columns. (This is a new feature since MV 3.24, and is explained in the guide linked above).

I see the error: “Uplink IP address in conflict with another device.”

Cameras will always prefer to use a wired uplink if one is available. Leaving a wired uplink on a camera that has wireless enabled is not recommended. Cameras in this configuration will show the following message on the dashboard, but it will still work.

 


Replacing Faulty MV's (RMA) 

If the tips outlined above have been followed and indicate that the unit requires an RMA, please contact Support to begin the RMA process. Please be prepared to outline the troubleshooting steps that have been taken so far, as well as provide a shipping address to help expedite the process.

Note: Support may recommend additional troubleshooting steps not outlined in this article, depending on the nature of the specific issue.

Please also reference our RMA documentation article for additional information about device replacement.

 


Resetting a Camera to Factory Defaults

If you wish to reset your camera to factory defaults, please review the article: Resetting Cisco Meraki Devices to Factory Defaults

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