How to troubleshoot if IQeye camera not detected by IQfinder/IQmanager

Here are some steps to try if a camera is not being detected by IQfinder and/or IQmanager:

NOTE:  The camera and the PC must be on the same IP subnet and in the same broadcast domain, i.e. in the same VLAN or switch.  

1.  Factory default the camera.  Directions on the full factory default procedures can be found in other Tips & Tricks articles.

2.  Ensure that only the Ethernet Adapter in the computer is enabled as it is common for Ethernet adapters in laptops to be disabled to save on battery life.  If wireless or secondary network adapters are enabled please disable them.  

    • Select Start | Run and type in ‘cmd’ and press Enter.  A DOS window will appear.  In that window, type 'ipconfig' and press Enter.  Ensure that "Ethernet adapter Local Area Connection is listed there.  If it is not listed, it is possible that it is disabled.  
    • To enable or disable adapters select Start | Run, type ‘ncpa.cpl’ and press Enter.  Right click on the Local Area Connection icon and ensure that this interface is enabled.  Right click on other connections and disable.

3.  Re- seat the RJ45 jacks on the cabling connecting the IQeye camera to the PC.  Ensure the Ethernet cable is well seated into the connection.  Verify Ethernet cable is not defective, either by testing cable or trying another cable.

4.  The Windows Firewall may be blocking responses from the camera.  Temporarily disable the windows firewall by:

  • Select Start | Run, type ‘firewall.cpl’ and press Enter. Is the Windows Firewall disabled?  If not, this is where it can temporarily be disabled for all three types of networks.  NOTE: After configuring the camera, remember to re-enable the firewall settings.

5. Often antivirus can block the communication needed to detect a camera.  Check to see if any antivirus programs can be temporarily disabled.  To do so:

  • Look in the lower right hand corner of the monitor, where the time is usually displayed to find the antivirus icon. Many antivirus software programs can be temporarily disabled using their control menus.
  • If the antivirus application runs as a service it can be temporarily stopped.  To temporarily stop a service,  select Start | Run, type ‘services.msc’ and press Enter.  Select your antivirus service and stop it.   If you are unsure what service relates to your anti virus software, you may need to contact the support staff for that antivirus program.  NOTE: Be sure to start the service again from the services panel or by rebooting the PC.

6.  Verify that IQfinder and/or IQmanager is the most recent version.  The version is shown in the title bar of the program.  Currently IQfinder is version 2.6 and IQmanager is version 1.0.2.  These can be downloaded from  http://www.iqeye.com/support/technical-downloads/utility-programs

7.  Try rebooting PC in safe mode with networking.  To do so, reboot PC and keep tapping the F8 key as the computer first starts to boot.  When the safe mode menu appears, select safe mode with networking and the PC will continue to boot.  Try running IQfinder once the computer boots.  

8.  On legacy MJPEG only cameras, the DOS ARP procedure can be used to set a camera IP address.  Directions on the ARP command can be found in a different Tips & Tricks article.

9.  Some managed switches or other network equipment might need to have the IGMP querier or any type of multicast filtering disabled. The discovery process is using the mDNS protocol which relies on multicast traffic for discovery, any filtering of multicast traffic may not allow the discovery packets to reach the cameras and or tool.

If problem persists, please email support@iqeye.com for further troubleshooting.  The support engineer will go through these steps to attempt to locate the camera on the network. 

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