MAD OAK · CAMERA SUPPORT

Quick checks & frequently asked questions

Start with the affected camera number. These steps combine Luminys documentation with ASI 360’s site procedure. Older cameras may have different menus.

Check only what you actually completed. These boxes record your actions; they do not reboot equipment. Skip any step you cannot safely perform and submit the issue.

Your three quick checks

I checked the local view / direct camera access.

I restarted / power-cycled the identified camera.

I completed an authorized NVR restart / power cycle.

NVR restart requires approval and interrupts recording. Never use factory reset as a quick check. Open the instructions below before attempting a step.

How to: 1. Check access and the local view

Wait 10–15 seconds for the workstation live view to load. A loading indicator is not, by itself, a failed camera.
Compare the same camera on the NVR monitor and workstation. Note whether one camera or all views are affected.
If authorized, use the camera’s recorded address and known credentials on the onsite network or approved private connection. Do not guess addresses or passwords. If access is locked, stop and report the lockout.
Take a screenshot showing the camera title, error and displayed time. Do not include passwords.

Luminys identifies registration status and credentials as connectivity checks. A failed browser login does not prove the camera has stopped recording. The 10–15 second loading allowance is the site’s observed procedure.

How to: 2. Restart only the affected camera

Record its camera ID and the time before interrupting it. Confirm no firmware update is underway.
If available and authorized, use that camera’s software Reboot / Restart command. Menu names depend on the model.
If software access is unavailable, trained staff may power-cycle only the positively identified camera supply or PoE port: disconnect its power, wait about 30 seconds, reconnect and allow it to boot. The 30-second interval is ASI 360’s procedure, not a universal Luminys specification.
Check fresh video, the displayed timestamp and recent playback after recovery. Record the result in your report.

Do not unplug a shared PoE switch or router. Do not handle wet/exposed wiring or climb to reach a camera. Report those conditions for field service.

How to: 3. Restart the NVR only when appropriate

Use this as a last step for a recorder-wide problem, with management / ASI 360 approval. A restart interrupts recording; preserve needed footage first.
On the recorder or web interface, the Luminys manual identifies the Power / Shut Down control for Restart. Use this controlled restart when the interface responds.
If a full power cycle is required, perform a controlled shutdown first and wait for shutdown to finish before switching power off. If the recorder is frozen, call ASI 360 before removing power. Restore only the recorder’s identified supply; do not switch off shared networking.
After startup, verify the camera list, live images, correct time, storage status and a short playback sample. Report any channel that does not return.

Restart is not factory reset. Do not use Default, Restore, Initialize, HDD Format, delete/re-add cameras, change passwords/IPs or install firmware as a basic troubleshooting step.

Continue to incident report Call ASI 360

Your checked steps carry into the report in this browser tab. No step is mandatory.

Common questions

The printer will not print a report. What should I record?

Select Printer / report printing in the form, then check the visible symptoms: offline, stuck queue, paper jam, supply warning or poor printout. Photograph the printer error and note whether other documents print. You do not need to choose a camera number.

The Acer, KVM or Spot Out screen is not working. Which box do I use?

Select the affected screen and/or KVM. Report a blank screen, wrong input, failed NVR/workstation switch, unresponsive mouse, or stopped live sequence. Note which source was selected and what still works. A public/front-door display is an option only if installed; selecting it does not mean one has been installed.

It works on the NVR but not in the browser. Is the camera down?

Not necessarily. The viewing path, account, browser or stream can fail while the NVR still receives video. Capture the browser error and compare the local view. Do not keep trying passwords on a locked account.

Why is the camera red or offline in the recorder?

Luminys notes that registration credentials can differ between camera and recorder. Protocol and address/port mapping also matter. Ask ASI 360 to verify the existing registration; do not delete it or change credentials as a troubleshooting shortcut.

The timestamp is wrong. Should I change it?

First photograph the displayed time beside a trusted local clock and report the difference. Luminys provides time zone, NTP and DST settings; ASI 360 should reconcile them across the recorder and cameras.

What should I do for an HDD or recording error?

Report it immediately with the error, time and affected cameras. Do not format, initialize or replace a disk as part of these quick checks. A live image alone does not confirm recording.

Can I attach a paper form or screenshot?

Yes. Upload up to three JPG, PNG or WebP images, 5 MB each, including a photographed binder form. The incident receives a timestamped number separate from the case ticket.

What if I cannot safely do a check?

Skip it and submit the issue. Mention locked access, weather exposure, inaccessible cabling or the need for a technician. No reboot is required to request support.

Manufacturer references

Reviewed 23 October 2026. These are reference links, not permission to change the system.