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Troubleshooting Video Loss For VMAX IP Plus

Troubleshooting Video Loss For VMAX IP Plus


Affected Roles:  Administrator

Complexity:  Medium to High

Software Version:  v1.3.7.0 or higher

Last Edit:  June 1, 2020


Video Loss

When the video streams experience video loss, duplicated streams, or various video issues, the interruption may be occurring due to issues regarding:

  • Camera resolution
  • NVR or camera firmware
  • PoE (Power over Ethernet) switch
  • Cable length and connections
  • IP conflict or configuration

With these possible causes in consideration, this article will outline common troubleshooting steps for resolving camera video loss with the VMAX IP Plus.

Supported/Affected Devices

  • VMAX IP Plus Series

Before Troubleshooting

When troubleshooting video loss or video issues with the VMAX IP Plus, consider the following:

Power Cycle

Power the camera off, then back on again to power cycle the camera.  If the video issue persists, continue with the recommendations below.

Camera Compatibility

The VMAX IP Plus can record and manage single-sensor IP cameras up to 5 MP, with a maximum throughput of up to 80 Mbps.

If you are unsure if your camera is compatible with the VMAX IP Plus, please check the VMAX IP Plus Camera Compatibility List.

Camera and NVR Firmware

Video issues commonly occur when the firmware version of either the connected camera or recording system is outdated.  Make sure that firmware is up-to-date.

For checking camera firmware, open a web browser on a computer that shares the same network as the camera’s PoE switch and connect with the camera’s web client.

If the camera is connected to the integrated PoE switch of the VMAX IP Plus, you can connect with the camera through Virtual Ports.

For checking the NVR firmware, please read Upgrading Firmware For A VMAX IP Plus.

For Cameras Connected By Integrated PoE Switch

The VMAX IP Plus features a built-in, integrated PoE switch to which users may connect cameras directly to the NVR.

Through the VMAX IP Plus, you may check the System Status for information regarding the system’s network condition, number of clients currently connected to the NVR, and camera connections.

To check the camera status and performance:

  1. Log in to the VMAX IP Plus as the Administrator
    • Default ID:  admin
    • Default Password:  <no password>
  1. Once logged in as the Administrator, right-click with the mouse and select System Status.

  1. The System Status window will display.

This menu will display the amount of cameras that are connected to the NVR, as well as the connection status of PoE connected cameras.


Green icon – camera is being powered and is streaming video

Red icon – camera PoE does not detect power or connection with camera; encountering communication issues

  1. If the camera appears in red and the camera is not powering or is experiencing communication issues, the issue is possibly being caused by a cable or PoE issue.

Test the camera connection and confirm that the cable connection does not exceed the 100 meter (328 ft.) recommended maximum length.

Additionally, resetting the PoE switch or connecting the camera to a different PoE port may help to determine if the issue is with the camera or with a faulty PoE port.

Note:  To reset the PoE ports of the VMAX IP Plus, access the Network menu of the NVR.  Under the PoE Setting section, click the Status button, then click Reset PoE.

  1. If the PoE is providing power but is not communicating with the camera, make sure that the camera is on the same network scheme as the NVR.

To confirm that the camera is using the correct network scheme, connect a computer directly to the back of the NVR’s integrated PoE switch. 

Use DW IP Finder to detect the DW cameras within the network and to configure the camera’s network settings.

Note:  Factory resetting the camera may also get the camera to automatically identify itself on the NVR’s network through DHCP (Default PoE Gateway –

  1. For a third-party camera, verify that the ONVIF protocol is enabled.  If ONVIF is enabled on the camera but is not displaying video, use ONVIF Device Manager to test the camera stream.

For Cameras Connected By External PoE Switch

Digital Watchdog recommends avoiding connecting an external PoE switch directly to the VMAX IP Plus as this may potentially damage the system.  Instead, connect the PoE switch to the router, which can be connected to the NVR’s LAN/WAN port. 

For more information, please read Adding Cameras to A VMAX IP Plus.

To troubleshoot video loss issues through an external PoE switch, try the following:

  1. If the camera is connected to a managed PoE switch, please access the PoE web client and verify that the affiliated PoE port is providing power and data.
  1. Connect the camera to a different PoE port and allow it to re-establish a connection with the NVR.
  1. If the issue persists, verify that the Ethernet cable does not exceed the 100 meter (328 ft.) recommended maximum length.
  1. If the camera is a third-party model, verify that the camera’s ONVIF protocol is enabled.
  1. If the camera is a Digital Watchdog model, make sure that the camera is using the same network scheme as the VMAX IP Plus.

Use IP Finder to detect the camera on the network and reboot the cameras.  If the issue persists, default the cameras confirm that the network settings are correct, then add it to the VMAX IP Plus through Camera Management.

If issues persist, bench test the camera with a short patch-cable.

You may contact Digital Watchdog Technical Support by submitting a request form or by calling directly during business hours.

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  • 02-Jun-2020