Troubleshooting FAQ


Veracity equipment is designed to be installed in a wide variety of configurations with minimal setup requirements.  This FAQ provides explanations and solutions for any installation issues that may occasionally be encountered.

If you need to contact your supplier for assistance with purchased equipment, please have as much information as possible available to ensure you get the best advice without delay.

This includes: details of the behaviour of all indicator LEDs, cable lengths and types, make and model of connected equipment, and power supply type.

For HIGHWIRE PowerStar troubleshooting, please refer to HIGHWIRE FAQs below and the SafeView LED information in the installation manual.


1. HIGHWIRE / HIGHWIRE POE


101. Unit will not power up (no LEDs)
102. No network connection over coax (green LED blinks every 2 seconds)
103. Restricted network connection over coax (green LED flashes)
104. No network connection (amber LED off)
105. Other network issues (where LEDs indicate a good connection)
106. POE Camera will not power up (HIGHWIRE POE only)
107. POE Camera does not stay powered up (HIGHWIRE POE only)

2. HIGHWIRE Quad / CAMSWITCH Quad


201. Unit will not power up (no LEDs)
202. HIGHWIRE Quad has no network connection over coax (power LED blinks every 2s)
203. HIGHWIRE Quad has a restricted network connection over coax (power LED flashes)
204. No network connection (no amber LED on port)
205. POE is not enabled to all connected devices (green LED flashes on port)
206. POE is not enabled to a certain device
207. Power drops out on startup or during operation
208. Some POE devices are not enabled after a power interruption

3. OUTREACH Max / OUTREACH Lite

301. OUTREACH Max does not power up (no LEDs)
302. OUTREACH Lite does not power up (no LEDs)
303. No network connection (no amber LED on port)
304. Other network issues (where LEDs indicate a good connection)
305. Power drops out on startup or during operation

4. OUTREACH Quad / OUTREACH Quad Lite

401. Unit will not power up (no LEDs)
402. No network connection (no amber LED on port)
403. POE is not enabled to all connected devices (green LED flashes on port)
404. POE is not enabled to a certain device
405. Some POE devices are not enabled after a power interruption

5. POINTSOURCE

501. POE not enabled to camera (red LED off or flashes)
502. Network connection issues

6. OUTSOURCE / OUTSOURCE PLUS

601. POE not enabled to camera (LEDs off or flashing)
602. Network connection issues



1. HIGHWIRE / HIGHWIRE PoE

101. Unit will not power up (no LEDs)
Check that the power supply is of the appropriate voltage (10-40VDC or 20-28VAC).
Check that the power supply is a "Class II isolated" or "double insulated" type.  Use of an incorrectly specified power supply can cause permanent damage to equipment.
Check that the power connection is secure and a voltage can be measured.
Test with the unit disconnected from ground, and/or disconnected from any other equipment which shares its power supply.
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102. No network connection over coax (green LED blinks every 2 seconds)
Check that the cable length does not exceed the limit of 280m RG59 / 350m RG6 / 500m RG11.
Check the cable condition and ensure all BNC connections are secure, refitting them if necessary.
Remove any inline equipment such as surge protectors.  Surge protection may be used with HIGHWIRE, but it must have a bandwidth of at least 500MHz (eg satellite / cable TV types), and may reduce the maximum distance achievable.  HIGHWIRE is not compatible with analogue video equipment.
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103. Restricted network connection over coax (green LED flashes)
In this case, HIGHWIRE has had to reduce the available bandwith to make the network connection.  This only occurs when cable length or condition is marginal, so it can usually be resolved by shortening the cable by just a few metres.
Also check cable condition and bypass any inline equipment as described in FAQ 102 above.
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104. No network connection (amber LED off)
Check that the network cable is in good condition, has been assembled correctly, and is under 100 metres in length.  Either patch or crossover cables can be used as HIGHWIRE corrects the crossover automatically.
Test with replacement cable and with different connected equipment.
Check that equipment is configured to auto-negotiate or is set to 100Base-T full-duplex.  HIGHWIRE will automatically establish and indicate a network connection with any equipment that supports 10Base-T or 100Base-T, half or full-duplex Ethernet.
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105. Other network issues (where LEDs indicate a good connection)
Test your equipment operates correctly when connected directly via Cat 5, bypassing the HIGHWIRE connection.
Ensure that all connections are operating at 100Base-T, full-duplex, and that all network traffic is compatible with 100Base-T.  (For example, Gigabit compatible equipiment must not attempt to send "Jumbo" packets over 100Base-T).  This can be tested by inserting a 10/100 switch into the network connection on either or both sides.
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106. POE Camera will not power up (HIGHWIRE POE only)
HIGHWIRE POE will only enable POE to IEEE 802.3af compliant equipment with a power class of 1 or 2.  This includes most static IP cameras, but some require too much power, display an incorrect power class, or cannot receive power on their "data pairs".  HIGHWIRE PoE will refuse power delivery to Class 3 or 0 devices, or 802.3at "POE Plus" equipment, as its output is limited to 7 watts of power.
Equipment that has a Class 3/0 signature, or requires non-compliant "spare pair" or "always-on" POE, may be corrected using Veracity's OUTCLASS adaptor, as long as it never draws more than 6 watts of power.
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107. POE Camera does not stay powered up (HIGHWIRE POE only)
Check that the power supply used has at least 10 watts available. Veracity's VPSU-12V-U is recommended where mains power is available near the HIGHWIRE POE.
If a long cable is installed between the power supply and the HIGHWIRE POE, check that the voltage to the HIGHWIRE POE cannot drop below 10V.  (The power supply used should deliver at least 24V and 1A, and the round-trip cable resistance should be no more than 12 ohms.)
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2. HIGHWIRE Quad / CAMSWITCH Quad

201. Unit will not power up (no LEDs)
Check that the power supply is of the appropriate voltage (10-40VDC or 20-28VAC).
Check that the power supply is a "Class II isolated" or "double insulated" type.  Use of an incorrectly specified power supply can cause permanent damage to equipment.
Check that the power connection is secure and a voltage can be measured.
Test with the unit disconnected from ground, and/or disconnected from any other equipment which shares its power supply.
[back]

202. HIGHWIRE Quad has no network connection over coax (power LED blinks every 2 seconds)
Check that the cable length does not exceed the limit of 280m RG59 / 350m RG6 / 500m RG11.
Check the cable condition and ensure all BNC connections are secure, refitting them if necessary.
Remove any inline equipment such as surge protectors.  Surge protection may be used, but it must have a bandwidth of at least 500MHz (eg satellite / cable TV types), and may reduce the maximum distance achievable.  THe HIGHWIRE signal is not compatible with analogue video equipment.
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203. HIGHWIRE Quad has a restricted network connection over coax (power LED flashes)
In this case, HIGHWIRE Quad has had to reduce the available bandwith to make the network connection.  This only occurs when cable length or condition is marginal, so it can usually be resolved by shortening the cable by just a few metres.
Also check cable condition and bypass any inline equipment as described in FAQ 202 above.
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204. No network connection (no amber LED on port)
Check that the network cable is in good condition, has been assembled correctly, and is under 100 metres in length.  Either patch or crossover cables can be used as the crossover is corrected automatically.
Test with a replacement cable and with different connected equipment.
Check that connected equipment is 10 or 100Base-T compatible and is configured correctly.  HIGHWIRE Quad and CAMSWITCH Quad support 10Base-T or 100Base-T, half or full-duplex connections by auto-negotiation.  POE and non-POE devices are supported for data-only connections.
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205. POE is not enabled to all connected devices (green LED flashes on port)
Check the IEEE "power class" of your cameras.  HIGHWIRE Quad and CAMSWITCH Quad have a "power budget" of approximately 30 watts which is allocated by power class. This means they will support class 1 or 2 devices on all four POE ports at the same time, as these devices draw less than 7 watts each.
Cameras with a power class of 3 or 0 must be allocated 15 watts of power, so POE can only be enabled to two devices at once. If the camera is a class 0 device but it does draw under 7 watts, this can be corrected using Veracity's OUTCLASS adaptor.
To deliver power to more cameras, connect an additional CAMSWITCH QUAD, or use an OUTSOURCE POE injector.
Resolving the exceeeded budget by powering some cameras from auxiliary supplies is not advised; see FAQ 206.
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206. POE is not enabled to a certain device
Check that the network cable is in good condition, and has been assembled correctly.  Either patch or crossover cables can be used.
Swap the cable for a new one, and try connecting the camera or powered device to another POE switch or injector.
Confirm that the camera is IEEE 802.3af compliant (or 802.3at with a maximum power draw of 13 watts); non-compliant devices will not be detected.  Veracity's OUTCLASS adaptor may be used to correct equipment that require "spare-pair only" or "always on" POE.
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207. Power drops out on startup or during operation
Check that the power supply used has at least 40 watts available. Veracity's VQ-24V-xx is recommended where mains power is available..
If a long cable is installed between the power supply and the HIGHWIRE Quad or CAMSWITCH Quad, check that the voltage cannot drop below 10V.  (For 40 watts of power, the supply used should deliver at least 24V and 4A, and the round-trip cable resistance should be no more than 3 ohms.)
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208. Some POE devices are not enabled after a power interruption
Check that any connected network devices that use their own local power supply cannot also receive POE.  After a power cycle, POE may be enabled to these devices first, and if the total power budget is exceeded, POE can be denied to other devices that depend on it.
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3. OUTREACH Max / OUTREACH Lite

301. OUTREACH Max does not power up (no LEDs)
Check that a POE switch or injector and a compatible POE device are connected at either end of the network connection that is being extended by OUTREACH Max.  For example, an IEEE 802.3af compliant switch may be connected to OUTREACH Max, and then to an IEEE 802.3af compliant camera, for extension up to 200 metres.
OUTREACH Max will not power up until both the switch and the camera are connected.
POE, POE Plus, "4-pair", "always-on", and other POE types may be used with OUTREACH Max, as long as both the POE source and powered device are compatible.
Low-voltage POE (eg 24V types used for wireless) is not suitable for extension.  To extend connections to low-voltage equipment, use regular POE for the link, and connect a POE splitter such as OUTBREAK near the powered equipment.
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302. OUTREACH Lite does not power up (no LEDs)
Check that the OUTREACH Lite's "POE in" port is connected to an IEEE 802.3af-compliant POE switch or injector.
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303. No network connection (no amber LED on port)
Check that each network cable is in good condition, has been assembled correctly, and is under 100 metres in length.  Either patch or crossover cables can be used, as the crossover is corrected automatically.
Test with a replacement cable and with different connected equipment.
Check that connected equipment is 10 or 100Base-T compatible and is configured correctly.  OUTREACH Max and OUTREACH Lite support 10Base-T or 100Base-T, half or full-duplex connections by auto-negotiation.
[back]

304. Other network issues (where LEDs indicate a good connection)
Test your equipment operates correctly when connected directly via Cat 5, bypassing the extended connection.
Ensure maximum packet sizes do not exceed 1528 bytes.  OUTREACH Max and OUTREACH Lite support 802.1Q VLAN trunking within standard Ethernet packet sizes, but some equipment violates this.  If settings cannot be changed, use of OUTREACH Quad or OUTREACH Quad Lite for extension is recommended.
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305. Power drops out on startup or during operation
In particularly long cable runs, the total length may be too great for the required device power.  Consult the tables and chart in the user manual, and if necessary upgrade the link with an OUTSOURCE or OUTSOURCE Plus enhanced POE injector for the maximum range and power overhead.
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4. OUTREACH Quad / OUTREACH Quad Lite

401. Unit will not power up (no LEDs)
Check that the "POE in" port is connected to an IEEE 802.3af or 803.2at-compliant POE switch or injector.
[back]

402. No network connection (no amber LED on port)
Check that the network cable is in good condition, has been assembled correctly, and is under 100 metres in length.  Either patch or crossover cables can be used as the crossover is corrected automatically.
Test with a replacement cable and with different connected equipment.
Check that connected equipment is 10 or 100Base-T compatible and is configured correctly.  OUTREACH Quad and OUTREACH Quad Lite support 10Base-T or 100Base-T, half or full-duplex connections by auto-negotiation.  POE and non-POE devices are supported for data-only connections.
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403. POE is not enabled to all connected devices (green LED flashes on port)
Check the IEEE "power class" of your cameras.  OUTREACH Quad has a "power budget" which is allocated by power class, as described in the user manual.
Upgrading with Veracity's OUTSOURCE Plus POE injector is recommended, as this provides OUTREACH Quad with the maximum power budget.  Note that this budget is reduced if any cables are extended with OUTREACH Max.
When OUTREACH Quad receives its power from OUTSOURCE Plus, it can support class 1 or 2 devices on all four POE ports at the same time, or three class 0 devices, or two class 3 devices.  If the camera is a class 0 device but it does draw under 7 watts, this can be corrected using Veracity's OUTCLASS adaptor.
Resolving the exceeeded budget by powering some cameras from auxiliary supplies is not advised; see FAQ 206.
[back]

404. POE is not enabled to a certain device
Check that the network cable is in good condition, and has been assembled correctly.  Either patch or crossover cables can be used.
Swap the cable for a new one, and try connecting the camera or powered device to another POE switch or injector.
Confirm that the camera is IEEE 802.3af compliant (or 802.3at with a maximum power draw of 13 watts); non-compliant devices will not be detected.  Veracity's OUTCLASS adaptor may be used to correct equipment that requires "spare-pair only" or "always on" POE.
[back]

405. Some POE devices are not enabled after a power interruption
Check that any connected network devices that use their own local power supply cannot also receive POE.  After a power cycle, POE may be enabled to these devices first, and if the total power budget is exceeded, POE can be denied to other devices that depend on it.
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5. POINTSOURCE

501. POE not enabled to camera (red LED off or flashes)
Check your camera or powered device is IEEE 802.3af compliant (or 802.3at with a maximum power draw of 13 watts).  POINTSOURCE will only enable power to compatible equipment.
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502. Network connection issues
Check that each network cable is in good condition, has been assembled correctly, and is under 100 metres in length.
Test using a crossover cable and local power for your camera, bypassing POINTSOURCE.  POINTSOURCE simply provides a direct, crossed-over network connection between ports, so any communication problems will be due to the setup of connected equipment.  POINTSOURCE is not Gigabit Ethernet compatible.
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6. OUTSOURCE / OUTSOURCE PLUS

601. POE not enabled to camera (LEDs off or flashing)
Check your camera or powered device is IEEE 802.3af, IEE 802.3at, or Cisco compliant.  OUTSOURCE and OUTSOURCE Plus will only enable power to compatible equipment.
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602. Network connection issues
Check that each network cable is in good condition and has been assembled correctly.
OUTSOURCE and OUTSOURCE Plus are not active network devices so the cable length on both ports must not exceed 100m in total.  They support 10/100 and Gigabit signals.
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Please Note OUTCLASS is now obsolete. Please email [email protected] for further information on solutions.