First we will want to have the customer go to the recorder and verify the power light is solid, the status light (hard drive light) is blinking periodically, and the TX/RX (network) light is on or is blinking rapidly. 

     - If none of the lights are on, then you will want to have the customer verify the power the NVR is plugged into an outlet or power strip. Verify the power strip is on if needed. If the NVR is plugged into an outlet or a power strip that is on, then have the customer verify there is power by plugging in a phone charger and seeing if it will charge their phone. If it does, then there is likely an issue with the NVR and you will need to verify the warranty on the NVR. If the customer's phone does not charge, then have the check the outlet and see if it is able to charge their phone. If so, then the power strip has gone bad and will need to be replaced. If not, then the customer will need to check their breakers for a tripped breaker to attempt to restore power to the outlet. If they are unable to find it, then the customer will need to contact a handyman service or an electrician to resolve the power issue. 

     - If the TX/RX (network) light is not on, then we will need to have the customer verify there is an Ethernet cable plugged into the LAN port on the back of the NVR and that the other end of the same Ethernet cable is plugged into an Internet source. 

     - In some cases the NVR will be plugged into a powerline adapter or a wi-fi range extender for Internet. In both of these cases the TX/RX (network) light will be lit on the NVR as long as the powerline adapter or wi-fi range extender are powered on. 

POWERLINE ADAPTER TROUBLESHOOTING

      - If the NVR is plugged into a powerline adapter, then there are actually two powerline adapters on the system. Powerline adapters use the customer's power lines to transmit data between two or more adapters, which will provide what is plugged into it Internet as long as the powerline adapters have a data connection between them. 

      - The customer will need to look at the lights on the powerline adapter to verify it has a data connection. In working environment, the powerline adapter will have lights on the power, data, and Ethernet lights. In most cases where the NVR is offline, the data light will not be lit on the powerline adapter. The data light is the light that lets us know that it is speaking with other powerline adapters in the home/business. If the one by the NVR is off, then we will need to have the customer go to the router or modem and see if they can find another powerline adapter plugged into an outlet with an Ethernet cable connecting it to the router or modem. 

       - Powerline adapters work best when plugged directly into an outlet, not in a power strip. If a customer has a powerline adapter plugged into a power strip, have them rearrange the wiring on the outlet so they can get the powerline adapter plugged into the outlet. 

      - If the powerline adapters are both plugged into an outlet and both have the power light on, then they should be able to have the data light on as well. Once that is established, then we will need to verify that the powerline adapter close to the router has an Ethernet cable from its LAN port to a port on the Internet router or modem. If there is no light for Ethernet on the powerline adapter next to the modem, then we will have the customer move the Ethernet cable from where it is on the Internet router to another port to see if we can get the Ethernet light on the powerline adapter to turn on. Additionally, we will want to take similar steps on the powerline adapter near the NVR. We will want to verify it has an Ethernet cable from its LAN port to the LAN port of the NVR. We typically do not have an issue with the one nearest the NVR unless the powerline adapter is plugged into a power strip, in which case the Data light on the powerline adapter will not be lit. 

       - If one of the powerline adapters is plugged into an outlet, but it is not powering on, then the powerline adapter has gone bad and will need to be replaced. In most cases we will send the customer an invoice to pay for a replacement powerline adapter along with a $10 shipping fee. Once the customer has paid the invoice, then we will ship a replacement powerline kit to the customer to change out the powerline adapter that is not powering up. 

WI-FI RANGE EXTENDER TROUBLESHOOTING

    - If a customer has a wi-fi range extender connected to the NVR, then we will want to ask the customer if they have had any Internet changes, ie. new providers, new routers, SSID or network password changes. In most cases, there has been some kind of change to the Internet or wi-fi that is affecting the ability for the wi-fi range extender to be connected to the Internet. 

    - In order to get the wi-fi range extender connected to the Internet again, the easiest way is going to be to use the WPS button on the wi-fi range extender as long as the customer's router has a WPS button as well. Have the customer verify they have a WPS button, and if so, have them push the WPS button in for two seconds. This should turn on a light or have the WPS light on the router start blinking. Once it is blinking, the customer will have two minutes to press and hold the WPS button on the wi-fi range extender to make the light on it light up as well. Once that has been done, the WPS light on the extender should turn solid, and then it it will turn off when it has connected to the wi-fi successfully. Once this has been done, then have the customer check their camera app again and refresh it to see if the NVR is back online in the app. 

    - If there is not a WPS button on the customer's router, then advanced networking will need to be scheduled with one of the operations representatives in the office.