Eagle Eye Camera or Bridge Offline? What to Check and When to Call

Sometimes that's an easy fix. Often it needs someone on site. This guide covers what you can safely look at yourself, what to write down, and where to stop.

What you need

• A phone or computer with your Eagle Eye login.
• A phone connected to the building's Wi-Fi or network, to test the internet.
• A pen or note app.
• Safe access to look at the equipment. Reach from the floor only. Don't use a ladder.

Step by step

1. Find out what is offline. Open the Eagle Eye dashboard. Is it one camera, a few cameras, or every camera on a site? Write down the camera names. This is the most useful thing you can tell a technician. Eagle Eye says it will try to fix any issue remotely, and that camera issues may be fixable remotely, but offline bridge cases always need someone on site.
2. Note when it started and what changed. Did the power flicker? Did anyone replace the router, change internet provider or have work done in the network closet? Eagle Eye's offline bridge steps ask whether network settings have changed and whether the firewall is set up to Eagle Eye's guidelines. A recent change is often the answer, so tell us.
3. Test the building's internet. Connect a phone to the building's network and open a web page. If the internet is down, cloud cameras will show offline even when the cameras are fine.
4. If the whole building has no internet, restart only the modem or router. Follow your internet provider's instructions. If it has no power button, you can unplug its power cord for about a minute and plug it back in. Then wait for the lights to settle and look at the dashboard again. If the modem has a backup battery and its lights stay on after you unplug it, don't open it. Call your internet provider or PAX. Our guide on cameras offline after a router or ISP change explains more.
5. Look at the equipment lights, without touching. From the floor, look at the bridge, the camera switch and the camera itself, if you can see it. Notice whether anything has no lights at all, or has lights but no network light. Light patterns vary by model, so don't decide what a color means. Write down what you see, or take a photo.
6. Check for a recording gap. Open recorded video, not just live view, for the time the camera was offline. Look before you tell anyone footage exists for those hours.

Stop and call

Call us and stop there if:

• The bridge is offline. Eagle Eye says offline bridge troubleshooting requires someone on site, and that its technicians need an HDMI monitor and a USB keyboard connected to the bridge.
• One or more cameras are still offline after the building's internet is back.
• A device has no lights, or you're not sure it has power.
• A camera is out of reach from the floor.
• Anyone suggests a factory reset.

If you see smoke, smell burning, notice visible damage, or find water near the equipment, keep away from it. For smoke, fire, a burning smell or water near powered equipment, leave and call 911 or emergency services first. For other damage, call your building engineer or an electrician, then call us.

What a technician does that you shouldn't

Eagle Eye's Local Troubleshooting page lists steps for camera problems that can't be solved remotely. They include checking the camera's power connection, rebooting the camera, testing the Ethernet cable (a cable tester may be needed), moving the camera to a different switch port, and, last, a factory reset. For an offline bridge it lists checking network connectivity, power cycling the bridge, and running network diagnostics. If diagnostics show an error code or the bridge stays offline after passing, Eagle Eye Technical Support gets involved.

We don't ask customers to do these. Moving a camera to another switch port, unplugging a camera or restarting a bridge or switch can change how the system sees the camera, and a switch can also power other devices. Eagle Eye notes a factory reset removes all previous settings, and the camera has to be set up again to its specifications. For the bridge, Eagle Eye's Local Configuration Utility says a factory reset puts network settings back to default. That's why it's left to a technician.

What to have ready when you call

Eagle Eye's support page asks for these details when someone contacts them, so having them ready helps us too:

• The email address you use to log in to Eagle Eye.
• The serial number of the bridge, if it's printed where you can see it without opening anything.
• Photos of any error message you can see in the dashboard or app, taken without touching any equipment.
• What you've already looked at, and anything that changed recently.

Eagle Eye's support process can also involve a Support PIN. Treat it like a login detail. The account owner keeps it private and shares it only with whoever supports their account. Don't post it or put it in a group email.

If you'd rather not do it yourself

If a camera or bridge is still offline after the checks above, call PAX at (855) 440-5353 or email info@paxsecurity.com. You can also reach us through https://paxsecurity.com/contact-us. Tell us which cameras are offline, when it started and what changed. A monthly look at your camera list, like the one in our monthly walkthrough guide, helps you catch an offline camera before the day you need the footage.

Sources

• Eagle Eye Networks support, Local Troubleshooting (v2.0, 2026-09-17): https://support.een.com/portal/en/kb/articles/local-troubleshooting
• Eagle Eye Networks support, Bridge Local Configuration Utility (2024-05-22): https://support.een.com/portal/en/kb/articles/bridge-local
• Accessed 2026-11-02. Vendor pages change, so check the current page before you follow a step.