Video units offline in Security Center - Security Center 5.8 - 5.12

When a camera is red in the area view, it means that the video unit is offline or has lost communication with the Archiver. To troubleshoot the issue, learn about the possible causes and their respective solutions.

1. Verify that you can ping the unit:
   1. In the Config Tool Video task, select the red video unit.
   2. At the bottom of the Video task, click Unit > Ping ().
   If there is no reply, the unit is offline (broken, unplugged, and so on), or there is a problem with your network.
2. Make sure you can connect to the unit, and then click Unit > Unit’s web page.
   Tip: You can also determine if you have the correct credentials for the unit.
3. Restart the unit:
   1. In the Config Tool Video task, select the red video unit.
   2. At the bottom of the Video task, click Unit > Reboot ().
4. Verify that Security Center supports the unit, and that the unit is running the certified firmware.
   For a list of video units supported by Security Center, see our Supported Device List.
5. Restart the Archiver role that controls the unit:
   IMPORTANT: All the units connected to the Archiver go offline temporarily, so perform this step at a non-crucial time.
   1. In the Config Tool Video task, select the Archiver role.
   2. At the bottom of the Video task, click Maintenance > Deactivate role ().
   3. In the confirmation dialog box, click Continue.
      The Archiver role and all video units controlled by the role turn red.
   4. At the bottom of the Video task, click Maintenance > Activate role ().

Issue with Media Router role

If the Media Router Role is offline or not running properly, you cannot view live or playback streams for recently added cameras.

1. From the Config Tool homepage, open the Video task.
2. Right-click the Media Router role and click Maintenance > Diagnose ().
3. Fix any issues that are found.
4. Add the unit in Config Tool.

Issue with Media Router role database

The Media Router role is connected to the wrong database.

1. From the Config Tool homepage , open the Video task.
2. Select the Media Router and click the Resources tab.
3. If the Media Router status is Disconnected or Unavailable, click Create a database ().
4. Add the unit in Config Tool.