Troubleshooting Issues

The username and passwords for your POD are unique to your POD and is on your system sheet.  This was emailed to our initial contact in your organization.  

Please send an email to tech@securitylines.us and request your system sheet.  

If we have already been given permission by the initial contact to allow you access, then the system sheet will be emailed to you.  If we don't have record of your approved access, we will reach out to the initial contact to get approval prior to emailing you.

If you can't reach your POD on your desktop or phone app, the issue could be cellular or power.   

Cellular: You can check to see if cellular is working.  Using a web browser (Chrome, Edge or Safari), type your POD address with port (see your System Sheet for info) at the end.  If you reach it, then cellular is working.  Then your POD may need a reboot (unplug POD for 2 min then plug it back in) to get the DVR/NVR working properly again.  

Please MAKE AN APPT WITH US and BRING A LAPTOP for when you plan to do the reboot.  As long as you are in a bucket truck, you can be prepared to do additional troubleshooting and/or take the POD down if the reboot doesn't work, thus saving another trip in the bucket truck.

Power:  If you can't reach the router, please check power on site.  Plan on going to the location to see if the strobe light is on.  MAKE AN APPT WITH US and BRING A LAPTOP.  As long as you're there, you can try to connect to the POD via Wi-Fi and reboot the router.  If you make an appointment with us, we can make sure someone is available to assist you remotely.  You can also print out the instructions to reboot the router onsite.

If you can't consistently connect to your POD or the video is slow (live, playback or download), the issue is more than likely cellular signal quality.

As we saw with the migration to 4G, signal quality is affected in random areas during this 5G migration.  We have no control over this.  It should eventually correct itself. 

Until then, you have a few options:

1.  Try a cell booster.  We offer a 30-day trial so you can see if it helps.  If you decide to keep it, you pay the invoice.  If it doesn't work, return it and we void the invoice.  Cell booster costs $895.

2. Connect your POD to a nearby building that has internet.  If you have a building nearby with internet, we can send you transmitters that connect to each other.  You'll place one on the POD and the other on the building, connecting to the switch/router inside the building.  If you decide to do this, contact us.

3. Change to a provider that has better signal in the area.  You can swap the SIM card in the router and we can help you configure the router correctly, so it works with your new cell provider.

4.  You can connect to the router onsite and update the router firmware.  The router manufacturers will be coming out with firmware update.  These are hit or miss. which is why this is not the first option.  Please fill out the Request Help Form so we can let you know if there is a firmware update that helps this issue.

If you're able to connect to your POD, view live but can't playback video, then most likely the hard drive has malfunctioned.

If you're comfortable, you can order a hard drive from us.  We'll format it, ship it to you and you can replace the hard drive yourself.  

You can also order the hard drive yourself.  Make an appointment with us to walk you through formatting it and installing it.

If you have the legacy POD i4P6 (POD with 3 identical PTZs) and none of the PTZs show up but the 1 stationary one does, then the power supply for the PTZs has malfunctioned.

Please fill out the Request Help Form and tech support will contact you with options.

Since we do not charge you any annual service or maintenance fees, we do not send technicians with or without bucket trucks for free.   The minimum charge would be $750.  

If your POD cannot be fixed in the field, then we will take it back to our shop, repair it and ship it back to you.   

This is why we strongly recommend you ship your POD to us.   Troubleshooting and repair is $395.   Parts are not included if your POD is out of warranty.  Additional charges may apply if extended labor is needed for repair.

If you would like an estimate for an onsite visit or shop repair, please fill out the Request Help Form and note which estimate you would like.