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AvertX HD810 Troubleshooting

Released 2015 and identified as the AvertX HD Plus IP Dome Camera HD810 to consumers, the AvertX HD810 is now discontinued. Here are a few common issues with the camera that can be addressed. To find out more information, check out the device page.

Camera displays flipped image ¶ 

Image appears upside down on the computer screen

Camera settings were installed incorrectly ¶ 

There are multiple ways of setting up your AvertX HD810 camera, and if you install it with the incorrect lens setting, your camera image may appear upside down. We recommended that you physically re-adjust the field of vision that your camera is pointed at, using your screen image as a reference.

As of version 1.2, you can upgrade your ProConnect software which provides a new feature in the program that will allow you to flip the image via software toggle controls.

Incorrect lens used ¶ 

AvertX supplies specific instructions on which lens to choose when you are installing your camera. The instructions tell you exactly which of the three to choose so that you do not have any image orientation issues.

As of version 1.2, you can upgrade your ProConnect software which provides a new feature in the program that will allow you to flip the image via software toggle controls.

Can’t connect to camera ¶ 

User is unable to connect to their camera’s software via their app or computer

Forgot camera’s login information ¶ 

If you find yourself locked out of your camera because you forgot your username or password, you can either call AvertX technical support at 855-228-3789, or you can reset your camera by removing the dome cover and pushing the reset button with a pin. Once reset, you can recreate your login information and access your camera. Calling technical support first provides a better chance of getting back the recorded data than resetting the camera.

Caution: If you reset your camera with your Micro SD Card inserted, you could lose your recorded data.

Incorrect power amperage to camera ¶ 

If you suspect that your camera is getting too much, or not enough power, you should first check that your PoE (Power over Ethernet) cable is connected properly. If you believe your cable is connected properly, you should check the amperage it’s receiving from its PoE cable with a multimeter (an instrument designed to measure electric current, voltage, and usually resistance) and make sure it is the correct output used by the camera. The AvertX HD810 can handle a maximum of 9.6 watts, but must have at least 5 to 7 watts of power. You might need to replace your cable, which you can learn to do here.

Camera cannot connect to router ¶ 

If you suspect your camera cannot connect wirelessly to your router, first check to see if your router will allow the MAC address of the camera access to the router.

The MAC address of the camera is located on the bottom side of the camera. You can also consult the camera’s documentation for the correct MAC address. If you’ve lost the MAC address for the camera, you can call AvertX technical support at 855-228-3789 with the serial number of your device and they should provide you with your camera’s MAC address.

It’s possible you just need to reset your router, but if you still experience issues after resetting your router, you may need to go into your router’s firewall settings and set the MAC address of the camera to ‘allowed’ in your router. This process varies from router to router, and you should consult your router’s manual.

Alternatively, you can reset your camera by removing the dome cover and pressing the reset button with a pin.

Cable not connected properly ¶ 

Many connection issues stem from a bad PoE (Power over Ethernet) cable. A cable connection should be tight, not loose, and should be snapped into the camera and its connecting power source.

If you suspect that your cable is damaged, you can contact AvertX for a replacement, or purchase one at most hardware or computer parts stores. You can use a replacement guide located here.]

Impaired visuals ¶ 

Camera image appears blurry, distorted, foggy, or doesn’t appear at all

Camera is not receiving power ¶ 

First check to see if your camera is powered on. If your camera is turned on, but still isn’t receiving power, there may be an issue with your PoE (Power of Ethernet) cable. You can purchase another PoE cable from most hardware or computer parts store, or from AvertX. You can use a replacement guide located here.

Faulty or improper mounting ¶ 

You may have not mounted your camera securely. If the camera is not securely tightened to the spot you are mounting it to, then its image may be blurry due to slight movement from its base.

Camera is blocked ¶ 

It is possible that your camera is being blocked or impeded by a shadow or object. If it seems like this could be the cause, try adjusting the camera or relocating the camera to a clear and well-lit area.

Camera installed at bad angle ¶ 

It is possible that your camera is positioned at a bad angle. Specifically, the camera could be angled towards an object or towards the IR LED lights. If it seems like this could be the cause, try adjusting the camera until you see the appropriate image.

Dirty dome cover ¶ 

It is possible that your camera’s clear dome cover is dirty. If it seems this could be the cause, you can clean this cover with a wet rag, towel, or sponge.

Dirty camera lens ¶ 

It's possible that your camera’s lens or clear dome cover is dirty. If this seems like this could be the cause, you can clean the dome or the lens with a damp rag or towel, being mindful of cleaners that may contain harmful chemicals that can damage the lens. You can get to the lens of the camera by removing the dome cover.

Reflection issue ¶ 

If your camera image is too bright to see clearly, then you probably have a reflection issue. Be sure to check the surroundings of the camera to see if there is a large white wall or windows that are reflecting sunlight, or other bright lights that may be pointed towards your camera. If you see something that might be doing this, try relocating your camera so the reflection is not pointed directly at your camera.

Night vision impairment ¶ 

The camera’s image at night is too dark or its range is too short

Pointed at other IR LED light ¶ 

Your camera may be pointed at another camera with IR LED lights. If this is the cause, you may try re-positioning one or both cameras.

Burnt out IR LED light ¶ 

If you’re experiencing a reduced range of night vision (optimal range for the AvertX HD810 is 60 feet at night), then you may need to replace your IR LED lights.

Blocked IR LED light ¶ 

Your camera’s IR LED lights may be blocked. If you think this is the cause, you will first need to identify what it is that is blocking the lights. If the object can be moved, move the object. If the object cannot be moved, you will need to move your camera to another location.

Using the incorrect light settings ¶ 

You may be using the incorrect settings for your camera. If you think this is the cause, you will need to adjust your settings until one works for you. The options for light settings are auto, smart, day, or night. The day setting will not work for night vision, and the night setting will not work during the day.

Loss of recorded data ¶ 

Data was either lost or it was never recorded in the first place

Power outage ¶ 

If your house or business experiences a power outage while your AvertX HD810 is on and recording, then there is a chance that you will lose data that was previously recorded. A good way of preventing data loss is to use surge protectors on power sources for the camera.

Faulty Micro SD card ¶ 

A Micro SD card slot is provided inside the camera for Micro SD cards with up to 128GB storage space. If you’re having trouble saving recorded data to the SD card, check your camera’s recording settings. If you’re having trouble saving or reading data from your SD card, you may want to replace your SD card.

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