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IC SecureIC Secure Help

A recorder or bridge shows Offline

IC Secure checks every recorder once a minute. When it doesn’t answer, the recorder shows Offline with “Last ping failed”, and its cameras show Recorder offline.

What still works while it is offline

Section titled “What still works while it is offline”
  • The recorder keeps recording on site if it has power. That footage appears in Playback once it reconnects.
  • Footage already in cloud recording can still be played.
  • Live view, playback and new clips for that recorder are unavailable until it reconnects. You may see “Recorder is offline; live video resumes when it reconnects”.

Alerts

Section titled “Alerts”

If a recorder stays unreachable for 15 minutes, admins get an email titled “Recorder name is offline” and a phone notification (if NVR offline is on in their notification settings). The alert repeats at most once every 12 hours per recorder. No message is sent when it comes back, so check Devices to confirm.

Fix it

Section titled “Fix it”

Work through these in order. After each step, give it 1 to 2 minutes, because the next check runs within a minute.

  1. Check status.icsecure.ai. If there is an outage, wait for it to clear.
  2. Check the site has internet. If other devices at the site are offline too, the internet connection is the cause.
  3. Check power. Make sure the recorder (and the bridge, if the site has one) has power and its lights are on.
  4. Check the cables. Make sure the network cable is firmly in the recorder, the bridge and the router or switch.
  5. Restart. Unplug the bridge (if there is one), then the recorder, for 10 seconds. Plug the recorder back in first, then the bridge. A recorder can take a few minutes to start up.
  6. Check the recorder’s password. If someone changed the password on the recorder itself, IC Secure can’t sign in to it, and you’ll see “Authentication failed. Verify the NVR username and password.” Change it back on the recorder, or contact support to update the login IC Secure uses.

Bridges

Section titled “Bridges”

A bridge shows Online when it has checked in within the last 3 minutes, Offline when it hasn’t, and Never connected if it has never reached IC Secure. On the Bridges page, the Offline and Never connected filters show which ones need attention.

When a bridge goes offline, every recorder behind it goes offline too. Steps 2 to 5 above apply. A bridge that has never connected is usually missing an internet connection or plugged into the wrong port. See install a bridge.

Still offline after all of this? Contact support with the site name and the recorder or bridge name.