Troubleshooting Preparation Guide
Point of Contact
It’s important to have a dedicated point of contact for your jobsite. Select someone who is onsite and has direct access to the camera and its components.
Make sure to:
- Provide your point of contact with contact information for TrueLook Customer Support.
- Email pictures of the entire installation to TrueLook Customer Support. Be sure to note any damage or other concerning issues.
Preparation & Tools
See below how to prepare based on your camera’s power type. Have the listed tools ready, but do not attempt troubleshooting without the guidance of Customer Support.
SOLAR
To Do:
- Email a picture of the charge controller screen to TrueLook Customer Support. You can use the left and right arrows to navigate to this screen.
- If the screen is not on, check the battery breaker is in the on position and check for battery voltage. A battery with a low charge will not power the charge controller.
| Tool Needed | Task |
| Multimeter | Checking power at connections |
| Phillips head screwdriver
Allen wrenches of various sizes |
Opening camera enclosure |
| Size 1 Phillips head screwdriver | Troubleshooting modem lights and SIM card |
| Small flathead screwdriver | Wiring terminals located in battery box |
| Channel locks or pliers | Reseating weather-tight cables |
110V
To Do:
- If you have a control box, email pictures of the inside of the control box to TrueLook Customer Support.
- If you have an external power converter, email pictures of the inside of the external power converter box to TrueLook Customer Support.
| Tool Needed | Task |
| Multimeter | Verifying power |
| Phillips head screwdriver
Allen wrenches of various sizes |
Opening camera enclosure |
| Size 1 Phillips head screwdriver | Troubleshooting modem lights and SIM card |
PoE
To Do:
- Email a picture of the PoE lights or the lights on your local powered switch port that the camera is plugged into to TrueLook Customer Support.
- Email a picture of the camera’s external power indicator light to TrueLook Support (if applicable).
- Verify that ports 80 and 3128 are open on your local network for the port that the camera is plugged into.
General Troubleshooting
See the following table for possible issues and their remedies.
| Topic | Troubleshooting |
| Connection Failures | As with any data service, brief connectivity issues may occur from time to time. Retry the connection or refresh the page, and most issues will resolve themselves.
If the problem persists and you do not own the camera, report the issue immediately. If you own the camera, ensure that the camera still has power. A breaker may have tripped or the camera may have been accidentally unplugged. For solar-power cameras, check battery status. If you still cannot determine the cause of the problem, contact support for assistance. |
| Grainy Or Fuzzy Images | The maximum zoom level for some cameras is produced digitally (by a magnification of pixels) rather optically (by physical lens capabilities). Extreme digital zoom levels can result in poorly resolved images. Alternatively, the camera lens or weather casing may need to be cleaned. Email support@truelook.com so we can notify the camera owner. |
| Poor Lighting | Outdoor cameras are subject to harsh lighting at certain times of day. However, if you notice a lighting problem, such as darkness at mid-day or constant over-exposure, email support@truelook.com so we can adjust the settings. |
After Severe Weather
While our equipment is designed to withstand harsh environments, downtime is possible if the weather is severe enough. In the event that you do experience issues with your camera, we’ve put together the following troubleshooting tips to help get your system back up and running as quickly as possible.
Please note: If your area is experiencing high winds, tornados, flooding, lightning, or any other dangerous weather conditions, wait until it is safe to begin troubleshooting.
| Topic | Troubleshooting |
| 110V Powered Systems | Verify that your jobsite currently has power and physically verify that the equipment has not been damaged in any way. If you don’t see any damage, we recommend taking a picture of the cellular modem lights inside the camera housing. This picture will help our support team to further troubleshoot the issue. |
| Solar Powered Systems | Following severe weather, cloud cover can cause a low voltage disconnect. If this occurs, the system will need full sunshine to recharge and come back online. Depending on how low the charge is, this may take a day or so after the storm has passed. We recommend checking that all readouts are within the normal range prior to contacting TrueLook support. |
| Cellular Modem Systems | Check the outage maps for your area to see if your local infrastructure is having issues due to damage or downed trees. If you experience slow network speeds, your network data priority could be shifted to the First Responder Network until the end of the severe weather event. |
| Damaged Equipment | If you have found damaged equipment, please submit a support case with all relevant pictures and documentation. Damage due to storms is not typically covered under TrueLook’s manufacturer warranty and would need to be reviewed. |
| All Other Severe Weather Troubleshooting | Please ensure that ALL equipment and cabling has been fully inspected before submitting a support request. If all readouts are correct, a picture of the cellular modem lights in the camera housing can help us to diagnose the issue. |
Winter Weather Troubleshooting
While our equipment is designed to withstand harsh winters, downtime is possible if the weather is unusually severe or lasts for an extended period. In the event that you do experience issues with your camera or solar equipment, we’ve put together the following troubleshooting tips to help get your system back up and running as quickly as possible.
Please note: If your area is actively experiencing dangerous weather conditions, wait until the environment is safe to begin troubleshooting.
| Topic | Troubleshooting |
| Cameras: Temperatures under -15° F | Our cameras are built to withstand temperatures as low as -15° F. Weather conditions dipping below this can cause a camera to go offline temporarily but it should resume normal operation once the temperature goes back up. |
| Solar: Limited Sunlight & Alternative Power Options | Solar energy is only as good as the sunlight that is supplied to it. Extended cloud cover can cause a low voltage disconnect. If this occurs, the system will need full sunshine to recharge and come back online. Depending on how low the charge is, this may take a day or so after the sunlight returns. We recommend checking that all readouts are within the normal range prior to contacting TrueLook support.
If your area experiences extended cloud coverage and voltage is routinely dropping below 12 Volts DC, you may want to consider a power adapter. The adapter will act as a backup option so you can connect to 110V power as needed. Our support team can help you assess if this option is right for your jobsite. |
| Solar: Adjusting Panel Angles | Double-check that your solar panels are facing due south and set to the correct angle for your location. The sun is at a lower angle in the winter months so non-ideal placement can further decrease efficiency during this time of year. The manual sent with your solar panels (or digital copy available here) has pages that can help with setting the ideal angles for your location. You can also access solar panel data for all U.S. cities, including optimal seasonal angles, through Solarific.
You’ll also want to double-check that nothing is blocking the sun from your solar panels. Trees, buildings, and other objects that aren’t an issue most of the year could be blocking the sun at its lower winter angle. |
| Solar: Removing Snow | Solar panels typically heat up enough on their own to remove snow and ice quickly. The panels are also designed to withstand the weight of snow/ice that can accumulate.
We recommend against manually removing snow from solar panels since minor efficiency gain is often not worth the risks, especially if the panels are not easily accessible. However, if you are experiencing extended snowstorms and wish to be proactive, a soft brush can help remove the snow faster. Make sure to do this gently as a rough brush or too much pressure can damage your solar panels. Also, never use harsh chemicals or abrasive materials. If your solar panels are closer to ground level (such as on a solar skid or mobile camera trailer), removing the nearby snow from the ground can help prevent the wind from blowing snow back onto your panels. |
| Solar: Batteries & Voltage | It’s a good idea to routinely check the battery acid levels in your solar batteries and the voltage so you can spot potential problems before they occur. Battery voltage can be measured at the battery terminals and at din-rail terminal screws labeled B+ and B-. The reading should be between 1.5-13.8vdc and have the same reading in both locations. |
| Solar: Cable Troubleshooting | The cables connecting the solar panels to the battery have weather-tight connectors which can be removed for troubleshooting. If the cable has been in use for a while or was pulled back too hard, the inner copper leads may not have been making contact with the opposite lead. Contact support for guidance on how to proceed. |
| Solar: Alternate Power Sources or Batteries | If you’re interested in exploring alternate power sources or higher performing batteries, please contact TrueLook support for guidance. |
| All Other Winter Weather Troubleshooting | Please ensure that ALL equipment and cabling has been fully inspected before submitting a support request. If all readouts are correct, a picture of the cellular modem lights in the camera housing can help us to diagnose the issue. |
Replacing Solar Backup Batteries
Replacement Battery Information
Replacement batteries* can be purchased directly through TrueLook, but this is not required. You can also buy them online on Batteries Plus.
If you choose an alternate supplier, we recommend the following battery as a replacement:
Duracell Ultra Platinum AGM BCI Group 31M 12V 105AH 800CCA Deep Cycle Marine & RV Battery (SLI31DTMAGMDC)
If you are unable to find this exact battery, your chosen replacement battery should meet the following specifications:
| Product Category: Marine/RV
Voltage: 12 Format: BCI Group 31M Chemistry: Lead Acid Lead Acid Type: Deep Cycle, Dual Purpose (Starting/Cycling) Lead Acid Design: AGM |
Capacity: 105AH
Capacity 20hr: 105AH Cranking Amps: 1000 Cold Cranking Amps: 800 Marine Cranking Amps: 1000 Terminal Type: DT, SAE/M8 Stud, SAE/M8 Threaded Post, WNT |
*This only applies to solar packages and solar skids, not mobile camera trailers. For assistance with mobile camera trailer batteries, please contact our Customer Support team.
Frequently Asked Questions
- After replacing my solar backup battery, do I need to return it to TrueLook? Old batteries do not need to be returned to TrueLook. Please safely dispose of your old batteries in accordance with local laws.
- Can I use lithium batteries? No, solar packages and solar skids are not rated for use with lithium batteries. Please only use batteries that meet the specifications outlined above.
Still Need Help?
If you are still unable to resolve an issue, contact TrueLook’s Customer Support team or call toll free at 833.878.3566.