An offline camera can be a power, cable, network or recorder problem. A failed remote live view is a different symptom: first establish whether the camera is actually offline inside Protect or whether only one viewing device cannot connect.
Need help with an existing Protect system?
We can review configuration and connectivity remotely when access is available. Cable faults, failed power equipment and physical replacement may require someone on site.
Identify what is affected
- One camera: compare its power, switch port, cable path and network assignment with a working camera.
- Several cameras on one switch: check the shared switch, its power and its uplink before resetting cameras individually.
- All cameras or Protect itself: check the recorder or console and the network path to it.
- Only remote viewing: compare another authorized viewing device and local access before treating the cameras as offline.
Record the error shown in Protect and whether recordings exist during the reported outage. Ubiquiti’s camera-connectivity guidance distinguishes camera connectivity from client viewing problems.
For a wired camera, check power and Ethernet first
Confirm the exact camera model and its required power method. Review the switch port’s power status and link history. Repeated link changes may indicate a cable, connector, power or device problem; they are evidence to investigate, not proof of a single cause.
- Check the switch’s available PoE budget and the port’s compatibility with the camera.
- Where practical, have an authorized person test a known-good compatible port and short cable, changing one part at a time.
- Assess exposed connectors, cable terminations and the switch uplink.
- For a wireless camera, check its power supply and WiFi connection instead of assuming there is a PoE port to investigate.
If a cable or mounting location needs physical work, see Protect camera installation and troubleshooting. On-site services are available for qualifying Virginia and North Carolina projects.
Check the camera-to-recorder path
Identify the camera’s IP address, its network and the Protect host. A recent switch-port, VLAN or gateway change can disrupt a previously working path. Review addressing and the intended rules between the camera and recorder; do not broadly remove isolation to make an error disappear.
For a new or rebuilt system, use the official Protect setup guidance for the supported topology. Existing segmented networks need their own review.
Review Protect before changing equipment
Confirm that the Protect application is running on the intended console and note any recorder, storage or application warnings. Compare the time of the camera outage with switch events and recent changes. Preserve relevant recordings and configuration information before a reset or migration.
A reset is not the first diagnostic step for a camera that was working. Agree on downtime and a recovery plan before changes that interrupt monitoring or recording.
What to include in a support request
- Camera and recorder/console models, plus the switch or power source if known.
- Whether one camera, a group or all cameras are affected.
- The exact status/error, when it began and recent network changes.
- Whether local viewing and recordings work, and whether someone can reach the equipment.
Do not attach private footage, passwords or recovery codes to the initial form. Any access needed for troubleshooting is arranged separately.
Send Your Protect Support Request
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