If a customer calls in about their cameras not showing up on their app, you will want to follow through this guide. 

First, we will want to determine if it is all of the cameras of just a few of them. 

ALL OF THE CAMERAS ARE DOWN

     - If it is all of them, then have the customer go to the NVR and tell you what lights are lit up. In most cases where none of the cameras are visible, the NVR is unplugged. The customer will need to verify that the power light is on solid, the TX/RX light (network light) is either on or blinking rapidly, and the Status (Hard Drive) light should be intermittently blinking. 

               - If all lights are off, then have the customer check the power to the NVR and verify it is plugged in. If it is plugged into a power strip, have the customer verify the power strip is turned on. If both of those are verified and the NVR still isn't coming on, then have the customer get a phone charger and see if the power source where the NVR is plugged in is able to charge the customer's phone. If so, then the NVR is bad and we will need to look at warranty information to see if the NVR is under warranty or not. If the customer is within warranty, then we will contact the manufacturer to get an advanced RMA and schedule for a tech to go and swap out the NVR. The customer will be subject to a trip fee for the tech visit, but there will not be a cost associated with the replacement NVR. If the customer is not under warranty, then a quote for a new NVR and a trip fee will be issued with a 50% deposit, or 100% plus $10 shipping, if the customer would prefer we ship the new NVR to them and they hook it up themselves.

IF SOME CAMERAS ARE DOWN / ALL ARE DOWN AND NONE ARE PLUGGED INTO THE NVR

    - The first thing we will want to confirm is how many cameras are plugged into the NVR's PoE switch.

          - If all cameras are plugged into the NVR's PoE switch, then we will want to power cycle the NVR by either unplugging if from power or flipping the power switch located on the back of the NVR. We will want to leave the NVR powered off for about 10 seconds before powering it back on by either plugging it back in or flipping the switch back to the on position. 

          - If some of the cameras or none of the cameras are plugged into the NVR's PoE switch, we will want to find the PoE switch that is powering the cameras and verify it has power. If it has power, then we will want to power cycle the PoE switch. If it does not have power, then we will want to troubleshoot the power issue with the switch by verifying it is plugged into an outlet or power strip that is supplying power to the switch. If it is determined that there is power to the PoE switch, but it is not powered up, then the PoE switch has gone bad and will need a technician scheduled to come out and troubleshoot/replace the PoE switch.