Troubleshooting Common Issues

Issue: “Comms” indicator is red/yellow, “Offline (no network)” message

What is going on?

Your Sensera Systems camera is offline, and is not connected to SiteCloud. This means the camera is unable to receive a signal from cell towers (or if you are trying to connect the camera to the internet via a Wi-Fi network, the network cannot be reached). Until the camera reconnects, we cannot issue any remote commands. Any information about camera status reported in SiteCloud will be out-of-date until the camera comes back online.

Resolution Steps:

1. Confirm you have an active service plan for the camera by clicking on the battery meter and cellular/Wi-Fi signal indicator at the top of the SiteCloud window. The start and end date of your service plan are listed in the window that pops up. If it is not active, please contact finance@senserasystems.com to inquire about status.
   

   

   
   
2. If on-site with the camera, verify that your phone’s cellular service is active and you are not experiencing an outage. Note that your camera may use a different cellular carrier than your phone.
3. If connecting to a Wi-Fi network, verify that you are able to successfully connect to this network and log in to SiteCloud, using another device such as a smartphone or tablet.
4. If on-site with physical access to the camera, press and release the black power button on the rear of the camera. The blue LED built into the button should light up, flash rapidly for a few seconds, and then begin flashing once every 3 seconds if the camera is operating normally.
5. Press and hold the black power button for 12 full seconds, then release the button to reboot the camera.
6. If the LED immediately and continuously flashes rapidly after pressing and releasing the button, or fails to light up when pressed, send an email to support@senserasystems.com to let us know so we can review and advise!

Issue: Low Power Shutdown/”Battery” indicator is red

What is going on?

1. Your Sensera Systems camera has a fully depleted battery that is preventing it from powering  on.
2. Your Sensera Systems camera’s battery was depleted and now the camera is offline and unable to communicate with SiteCloud. The camera may now be fully charged, or in the process of charging, but it is experiencing other issues that have caused it to remain offline and unable to communicate with our servers.

Resolution Steps:

1. Confirm you have an active service plan for the camera by clicking on the battery meter and cellular/Wi-Fi signal indicator at the top of the SiteCloud window. The start and end date of your service plan are listed in the window that pops up.If it is not active, please contact finance@senserasystems.com to inquire about status.
   

   
   
   

2. Ensure solar panel cable is undamaged, properly connected, and the locking ring is turned clockwise until it clicks.
3. Ensure the solar panel is not covered by dust, snow, or any debris.
4. Ensure the solar panel is not fully or partially shaded during the day by nearby trees or buildings.
5. Confirm the panel orientation is correct for the latitude of the job site.
6. Plug the camera into the wall charger, which connects to the same charging port on the camera as the solar panel, for 24-48 hours. Then press and release the button on the rear of the camera.

Issue: “Dormant Mode” message

What is going on?

1. Your Sensera Systems camera is in Dormant Mode. This automatically occurs when the camera is disconnected from a power source (like the solar panel, or an A/C adapter) for over 24 hours. The camera can also be put in Dormant mode while Archiving after a project is finished .
2. Your Sensera Systems camera was in Dormant Mode, and has been woken up, but the camera is offline, so its status cannot be updated in SiteCloud.
3. Camera was in Dormant Mode, but has completely depleted its battery and must be charged before it will wake up and reconnect to SiteCloud.

Resolution Steps:

1. Confirm you have an active service plan for the camera by clicking on the battery meter and cellular/Wi-Fi signal indicator at the top of the SiteCloud window. The start and end date of your service plan are listed in the window that pops up. If it is not active, please contact finance@senserasystems.com to inquire about status.
   

   
   
   

2. Connect the camera to a power source - either the solar panel, the indoor wall charger, or the outdoor A/C adapter. The camera should wake up within minutes.
3. Press and release the black power button on the rear of the camera. The built-in LED should illuminate, and begin flashing once every 2-3 seconds soon after indicating that the camera is operational.

 Click the following links for full technical specifications on the MC26, MC78, MC88, SiteWatch Pro 2, and PTZ500.