Troubleshooting an offline Spot AI Appliance

If your Spot AI Appliance is displaying as registered but disconnected on your dashboard, this signifies that the appliance is offline. Being offline restricts the ability to record live video, review past footage, or integrate additional cameras with the appliance. In order to troubleshoot this issue, we recommend the following steps:

Note: We use Appliance and IVR interchangeably.

1. Power Connection Verification: Ensure that the power cord is properly inserted into the appliance's rear and is also connected to a functional power outlet.

2. Network Connection Verification: Check that a network cable is securely fastened to the back of the appliance and connected to an active internet source. Ensure the activity lights on both ends of the Ethernet cable are operational.

3. Firewall Configuration: If this is your first time setting up the appliance, review our Knowledge Base article on firewall configuration. Confirm that the correct outbound ports and IPs have been permitted through your firewall.

4. Appliance Reboot: Use the power button to turn off the Spot AI Appliance by pressing it for 1 second. Do not depress the button for more than 3 seconds, and do not pull the power cable to reboot. Wait for 30 seconds before turning it back on. Allow 2-3 minutes for the system to fully reboot.

   Note: a reboot requires on-site presence, as the IVRs cannot be rebooted remotely. 

5. Hard Drive Activity Check: If rebooting doesn't restore the connection, look for the hard drive activity light located near the power button on the appliance's front. If this light is not blinking or illuminating, reach out to our Support team.

6. ISP Modem and Firewall Reboot: Sometimes the ISP modem will cause issues with the Spot Appliance talking to the internet. This could be due to old modem hardware, misbehaving software, or something else. Rebooting will give it a fresh start and clear out any old cookies or caches.

7. Network Cable Port Switch: If the appliance only has one network connection, remove the network cable from the current port on the Spot AI appliance and insert it into the alternative port (the appliance has 2+ network ports).

The Spot Appliance is online when two green check marks appear on the dashboard. 

If, after implementing all the recommended troubleshooting steps, your appliance remains disconnected, please contact our Support team. Be prepared to provide the appliance's serial number, which can be found on a white sticker starting with 'sn'.

We hope this article was useful to you, please leave us a comment or feedback as it will help us improve our customer support center.