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How to Troubleshoot a Vivint Ping Security Camera

Authored by:
Support.com Tech Pro Team
This Guided Path® was written and reviewed by Support.com’s Tech Pro team. With decades of experience, our Tech Pros are passionate about making technology work for you. We love feedback! Let us know what you think about this Guided Path® by rating it at the end.

While you own it, the Vivint Ping camera may encounter a technical problem or two to troubleshoot and fix. While reliable, some common issues are:

  • Ping camera shows offline and won't come online. A loss of power at the electrical outlet or an issue with the router can cause this.
  • Problems with recording schedules or rules. For example, a rule that the camera records when the garage door opens between 2-8:00 PM that suddenly doesn't work. One possible explanation is if the camera is in privacy mode.
  • Security camera is not recording any clips. Typically due to video motion detection settings found in the panel (SkyControl) and Vivint Smart Home app.

You can fix seemingly complicated issues in a short amount of time and avoid them in the future.

Whether you have no technical expertise or are a professional, this guide can be of value to you.

 

Vivint Ping

? Select your issue below

  1. How do I get my Ping cameras back online?
  2. My Ping's recording schedules aren't working
  3. My cameras are not recording clips

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While you own it, the Vivint Ping camera may encounter a technical problem or two to troubleshoot and fix. While reliable, some common issues are:

  • Ping camera shows offline and won't come online. A loss of power at the electrical outlet or an issue with the router can cause this.
  • Problems with recording schedules or rules. For example, a rule that the camera records when the garage door opens between 2-8:00 PM that suddenly doesn't work. One possible explanation is if the camera is in privacy mode.
  • Security camera is not recording any clips. Typically due to video motion detection settings found in the panel (SkyControl) and Vivint Smart Home app.

You can fix seemingly complicated issues in a short amount of time and avoid them in the future.

Whether you have no technical expertise or are a professional, this guide can be of value to you.

 

Vivint Ping

Your Ping camera may show offline for a couple of different reasons. Follow these steps to fix the issue.

Check the camera for power

  1. Check the light on the camera.
    ping light white
  2. If the light is on, skip to the next step. The color does not matter.
  3. If the Ping has no power at all and it isn't in privacy mode, then it's time to test the outlet.

Ensure the outlet has power

  1. Make sure you are using a working power outlet.
  2. You can test another electric device, such as a lamp, with the same power outlet. Bypass any power strips for troubleshooting purposes.
    Turned on lamp plugged into power outlet.
  3. If the outlet has no power, try restoring it.

Disarm your system

SkyControlDisarm from the panel (SkyControl)
  1. From the home screen, tap and hold the Shield icon.
    home screen shield icon
  2. Drag down to disarm your home.
    Disarm
  3. Enter your 4-Digit PIN to disarm.
    please enter your pin to disarm
  4. The system is now disarmed.
    Disarmed.
Vivint AppDisarm from the app
  1. Launch the Vivint Smart Home app.
    vivint
  2. Press the Shield icon in the middle of the screen and drag down.
    shield icon
  3. The system is now disarmed.

Open panel settings

  1. Tap the Home button on the panel to bring up the home screen.
    home button
  2. From the home screen, tap the menu icon in the navigation bar.
    Menu
  3. Tap Devices under Smart Home Settings.
    Devices
  4. Enter your 4-Digit PIN to access devices.
    Please enter your PIN

Reboot the panel

  1. Tap Displays for a list of your Vivint panels.
    displays
  2. Tap to select your panel.
    panel
  3. Tap Reboot to restart the panel.
    reboot
  4. Tap Yes if you are sure you want to reboot. It can take around 10-20 minutes to reboot. During this time, you will be unable to access your Vivint system.
    reboot yes

 

  1. Grip the camera and unplug power from the rear.
    Unplug the camera
  2. Wait for 30 seconds, then plug it back in.

Camera connection issues can be resolved quickly and easily by restarting the Internet equipment. The process is the same whether you have multiple routers or a separate modem.

The power cable for modems and routers are typically located near the bottom. They tend to be a thin black cord without any clips in it.

  1. Unplug power from the back of your router. Wait 30 seconds, then plug it back in.
    router
  2. Repeat this step for any additional routers you may have.
  3. If you have a separate modem, unplug power from it. Wait 30 seconds, then plug it back in.
    Back of cable modem, power port highlighted.

    Some modems may have a battery backup to keep the telephone service working in case of a power outage. If the lights on your modem do not turn off when you disconnect the power cable, make sure you also remove the battery as well, then put it back in place before you reconnect the power cable.

  4. Allow 3 to 6 minutes for the modem and router to start up fully.
If you have performed all the troubleshooting steps and your camera is still offline, contact Vivint support for more help.

If the outlet doesn't have power, it is easy to assume the worst. It's true that some electrical problems are best left for an electrician. However, there are some simple steps you can take first to get power back on. After restoring power, check the panel to see if the camera is back online.

Check for a switch controlling the outlet

If your outlet is set up so that it can be controlled by flipping a switch on and off, make sure the switch is in the ON position.

Light Switch On

Check for GFCI outlet

A GFCI (ground-fault circuit interrupter) outlet protects against deadly electrical shocks by tripping off power in certain circumstances. If your device is plugged into a GFCI outlet, press the RESET button to make sure it isn't tripped.

gfci reset

Check the circuit breaker box

Circuit breakers interrupt power to a circuit when the electrical current flow is above safe levels. Go to the electrical panel, locate the tripped breaker and reset it. To reset it, move the switch to the OFF position and then turn it back to the ON position. Power should now be restored.

circuit breaker

If the outlet still does not have power

If the outlet still doesn't have power or it continues to trip, contact a qualified electrician. A professional will be able to resolve the underlying issue and get the power back online to that circuit.

If your device is experiencing issues, check the status light on the camera itself. It is the simplest thing to check when problems arise.

ping light white

Light Color Meaning
White The camera is connected and working. The problem may lie somewhere else like a setting in the panel.
Green The camera is ready to connect.

No Light

No light indicates that privacy mode is enabled or there is no power. Certain functions like recording schedules and live feed wont work in either case.
Yellow The camera is rebooting. Give it a few moments to reconnect and see if this resolves the issue.
Red The camera isn't connected to the panel. Re-add the camera to get it working again.
Breathing White The camera is connected to the panel, but isn't connected to the Internet.

 

 

Check to see if your rules are enabled by doing the following:
  1. Launch the Vivint Smart Home app.
    vivint
  2. Tap the Settings icon in the upper-right corner.
    app settings
  3. Tap Security notifications at the top.
    security notifications
  4. Tap the Rules tab.
    rules
  5. Scroll down and locate your rule. Use the slider button to enable or disable the rule.
    enable disable

Create custom recording schedules for your Vivint security camera. Recordings can be triggered by system events (i.e. your panel, door locks, etc) or motion sensors. These rules can be set to run all of the time or between certain hours.

  1. Launch the Vivint Smart Home app.
    vivint
  2. Tap the Settings icon in the upper-right corner.
    app settings
  3. Tap Security notifications at the top.
    security notifications
  4. Tap the Rules tab.
    rules
  5. Tap the + icon to add a rule.
    add rule
  6. Tap cameras to record.
    cameras to record
  7. Place a checkbox next to the cameras you wish to enable recording on for this rule. Tap Next when done.
    cameras to record a clip
  8. Select the events that will trigger recording. Tap Next when done.
    are opened
  9. Tap between certain hours if you want to specify a window of time for the rule to be active. If you want the rule to run all the time, tap any time.
    any time or between certain times.
  10. If setting up a custom time window for the rule, enter the start and end times and then tap Next.
    custom time
  11. A summary of your new recording rule will be given. Tap Done.
    my new rule summary

Your new recording schedule has been set up. Congratulations!

If you have performed all the troubleshooting steps and your recording schedules are still not working, contact Vivint support for more help.

Disarm your system

SkyControlDisarm from the panel (SkyControl)
  1. From the home screen, tap and hold the Shield icon.
    home screen shield icon
  2. Drag down to disarm your home.
    Disarm
  3. Enter your 4-Digit PIN to disarm.
    please enter your pin to disarm
  4. The system is now disarmed.
    Disarmed.
Vivint AppDisarm from the app
  1. Launch the Vivint Smart Home app.
    vivint
  2. Press the Shield icon in the middle of the screen and drag down.
    shield icon
  3. The system is now disarmed.

Open panel settings

  1. Tap the Home button on the panel to bring up the home screen.
    home button
  2. From the home screen, tap the menu icon in the navigation bar.
    Menu
  3. Tap Devices under Smart Home Settings.
    Devices
  4. Enter your 4-Digit PIN to access devices.
    Please enter your PIN

Reboot the panel

  1. Tap Displays for a list of your Vivint panels.
    displays
  2. Tap to select your panel.
    panel
  3. Tap Reboot to restart the panel.
    reboot
  4. Tap Yes if you are sure you want to reboot. It can take around 10-20 minutes to reboot. During this time, you will be unable to access your Vivint system.
    reboot yes

 

  1. Grip the camera and unplug power from the rear.
    Unplug the camera
  2. Wait for 30 seconds, then plug it back in.

Camera connection issues can be resolved quickly and easily by restarting the Internet equipment. The process is the same whether you have multiple routers or a separate modem.

The power cable for modems and routers are typically located near the bottom. They tend to be a thin black cord without any clips in it.

  1. Unplug power from the back of your router. Wait 30 seconds, then plug it back in.
    router
  2. Repeat this step for any additional routers you may have.
  3. If you have a separate modem, unplug power from it. Wait 30 seconds, then plug it back in.
    Back of cable modem, power port highlighted.

    Some modems may have a battery backup to keep the telephone service working in case of a power outage. If the lights on your modem do not turn off when you disconnect the power cable, make sure you also remove the battery as well, then put it back in place before you reconnect the power cable.

  4. Allow 3 to 6 minutes for the modem and router to start up fully.

Use privacy mode to turn off your camera's remote viewing and recording functions for awhile. The Ping camera will display a blue screen on your online account. To turn privacy mode on or off, do the following steps:

  1. Tap the Home button on the panel to bring up the home screen.
    home button
  2. From the home screen, tap the menu icon.
    Menu
  3. Tap Devices under Smart Home Settings.
    Devices
  4. Enter your 4-Digit PIN to access devices.
    Please enter your PIN
  5. Tap Cameras for a list of your Vivint cameras.
    Cameras
  6. Tap to select your Ping camera.
    Ping Indoor
  7. Toggle Privacy mode on or off. Turning privacy mode off will re-enable camera functions like recording schedules.
    privacy mode

Your Ping camera may show offline for a couple of different reasons. Follow these steps to fix the issue.

Check the camera for power

  1. Check the light on the camera.
    ping light white
  2. If the light is on, skip to the next step. The color does not matter.
  3. If the Ping has no power at all and it isn't in privacy mode, then it's time to test the outlet.

Ensure the outlet has power

  1. Make sure you are using a working power outlet.
  2. You can test another electric device, such as a lamp, with the same power outlet. Bypass any power strips for troubleshooting purposes.
    Turned on lamp plugged into power outlet.
  3. If the outlet has no power, try restoring it.

If the outlet doesn't have power, it is easy to assume the worst. It's true that some electrical problems are best left for an electrician. However, there are some simple steps you can take first to get power back on. After restoring power, check the panel to see if the camera is back online.

Check for a switch controlling the outlet

If your outlet is set up so that it can be controlled by flipping a switch on and off, make sure the switch is in the ON position.

Light Switch On

Check for GFCI outlet

A GFCI (ground-fault circuit interrupter) outlet protects against deadly electrical shocks by tripping off power in certain circumstances. If your device is plugged into a GFCI outlet, press the RESET button to make sure it isn't tripped.

gfci reset

Check the circuit breaker box

Circuit breakers interrupt power to a circuit when the electrical current flow is above safe levels. Go to the electrical panel, locate the tripped breaker and reset it. To reset it, move the switch to the OFF position and then turn it back to the ON position. Power should now be restored.

circuit breaker

If the outlet still does not have power

If the outlet still doesn't have power or it continues to trip, contact a qualified electrician. A professional will be able to resolve the underlying issue and get the power back online to that circuit.

If you want your security camera to record a clip when motion is detected, make sure motion detection is turned on. Check this setting if your camera appears to be working but isn't recording video clips.
  1. Launch the Vivint Smart Home app.
    vivint
  2. Tap the Cameras icon along the bottom.
    cameras
  3. Tap Settings in the upper-right.
    settings
  4. Select your camera from the list.
    cameras
  5. Tap Recording to bring up recording options.
    recording
  6. Toggle on or off motion detection here. Turn this setting on to enable motion detection recording for this camera.
    record on motion

With your Vivint home security system, you can adjust the sensitivity of motion and size of the targets captured by your cameras.

Open detection settings on your panel

  1. Tap the Home button on the panel to bring up the home screen.
    home button
  2. Tap the Camera icon in the navigation bar.
    camera
  3. Tap your Ping camera.
    camera list
  4. Tap the gear icon in the top-right.
    settings gear icon
  5. Enter your 4-Digit PIN to open the camera settings.
    Please enter your PIN
  6. Scroll down and tap Detection settings.
    detection settings

Adjust detection settings

From here, you'll be able to fine-tune your motion detection settings. You will see the motion detection box plus the motion sensitivity bars.
Detection Settings

  1. While there are some best practices to adhere to for optimal performance, every scenario is unique. Use the touchscreen sliders to modify the detection settings to suit your needs. You can even add additional motion detection areas.
    • Motion Areas: These are the areas the camera will look to for motion. It is best to have a smaller box in the area that you would expect somebody to walk through. For optimal results, use long narrow boxes to create "trap zones". Try to keep your detection box small and avoid boxes that cover the whole screen. The larger the box is, the more likely it is to get false motion detection. Avoid placing boxes on things that move such as windows, lights, plants or fans.
    • Object Size: Target size is the percentage of your motion area that needs to be displaced or changed to trigger motion detection. For example, you could set it high enough to catch someone opening a door but ignore a small cat.
    • Sensitivity: Motion detection sensitivity determines how drastic a change in the camera view must be before a clip is triggered. For example, a cloud moving slowly across may trigger a clip if the sensitivity is too high. A clip may not be triggered at all if the setting is too low. For optimal results, stick to around 85%.
  2. To save your changes, tap the back button in the upper-left.
If you have adjusted your settings and are still not recording clips, contact Vivint support for more help.