TROUBLESHOOTING GUIDE

Cosmo Enterprises Plus - CCTV Camera Support

Welcome to our comprehensive troubleshooting guide. We've organized common issues and solutions to help you quickly resolve problems with your Cosmo Enterprises Plus security camera system. If you need additional help, our support team is ready to assist you.

NEED HELP? CONTACT US

Support Channels:

Email: cosmo.vpl@gmail.com

Phone: +91 93559 61212

WhatsApp: +91 93559 61212

Support Hours: 10:00am to 6:00pm

Support Options:

Remote Support Available: We can access your system remotely with your permission using TeamViewer or AnyDesk to help diagnose and fix issues via video call.

On-Site Support: For complex issues, we can send a technician to your location anywhere in India. Technician visit charges apply and vary by location. Product repairs/replacements are free under warranty.

QUICK TROUBLESHOOTING - TRY THIS FIRST!

Before diving into specific issues, try these simple fixes that resolve most problems:

The Golden Rules:

Restart Everything

Turn off your camera, NVR/DVR, and router. Wait 30 seconds, then turn them back on

Check All Cables

Ensure power cables and network cables are firmly connected

Check Power Supply

Verify the camera is using the correct power adapter that came with it

Check LED Indicators

Look for lights on your camera and NVR/DVR - they indicate power and connection status

CAMERA POWER ISSUES

Problem: Camera Won't Turn On / No Power

What to Check:

Step 1: Check the Power Supply

Verify the power adapter is plugged into a working electrical outlet
Test the outlet by plugging in another device (like a phone charger)
Make sure you're using the original power adapter that came with your camera (mobile phone chargers may not provide enough power)

Step 2: Check Power Cable Connections

Ensure the power cable is firmly connected to both the camera and the power adapter
Look for any visible damage to the power cable (cuts, exposed wires, animal damage)
If using a power extension cord, try connecting directly to the wall outlet

Step 3: Check for LED Indicators

Most cameras have small LED lights that glow when powered on
If there's no light at all, the camera may not be receiving power

Step 4: Test with Another Camera (if available)

If you have multiple cameras, swap the power adapter with another working camera
This helps identify if the problem is the camera or the power adapter

When to Contact Support:

If none of these steps work, the camera or power adapter may be defective. Contact our support team for a replacement under warranty.

Problem: Camera Keeps Turning Off / Losing Power

Possible Causes:

Loose power connections
Insufficient power supply (especially for PTZ cameras which need more power)
Electrical fluctuations or voltage issues
Overheating (especially in direct sunlight)

Solutions:

Tighten all power connections
Check if your PTZ or high-powered camera needs a higher wattage power supply
Install a voltage stabilizer if your area has frequent power fluctuations
Relocate the camera to a shaded area or install a sun shield

NO VIDEO SIGNAL / BLACK SCREEN

Problem: Monitor or NVR/DVR Shows "No Video" or Black Screen

This is one of the most common issues. Follow these steps:

For Wired Cameras:

Step 1: Check Camera Power

Confirm the camera has power (look for LED lights)
Restart the camera by unplugging power for 10 seconds

Step 2: Check Video Cable Connections

Verify the video cable (Cat6 or coaxial) is firmly connected at BOTH ends - camera and NVR/DVR
Look for bent pins or damaged connectors
Check for cable damage (cuts, kinks, or animal damage to outdoor cables)

Step 3: Test Different NVR/DVR Ports

Try connecting the camera to a different channel/port on your NVR or DVR
This helps identify if the problem is the camera or the recorder port

Step 4: Check NVR/DVR Settings

Ensure the channel is enabled in your NVR/DVR settings
Verify the camera and NVR/DVR support the same video format (IP cameras need NVR, analog cameras need DVR)

Step 5: Test with a Monitor Directly (if possible)

For analog cameras, try connecting directly to a TV or monitor to rule out NVR/DVR issues

For WiFi Cameras:

Check if the camera is connected to WiFi (refer to WiFi connection problems section below)
Ensure the V360 app shows the camera as "online"
Restart both the camera and your WiFi router

POOR IMAGE QUALITY / BLURRY FOOTAGE

Problem: Camera Image is Blurry, Unclear, or Grainy

Step 1: Clean the Camera Lens

This is the #1 cause of blurry images!

Gently wipe the lens with a clean, soft microfiber cloth
Remove any protective film or sticker that may still be on the lens
Clean away dust, spider webs, water spots, or fingerprints

Step 2: Adjust Camera Focus

For varifocal cameras (with zoom), adjust the focus ring while viewing live footage
Access camera settings through your NVR or V360 app
Adjust focus settings until the image is sharp

Step 3: Check Camera Position

Ensure the camera isn't pointed at extremely bright light sources or windows
Avoid positioning cameras where they face direct sunlight
If the camera is too far from the area you're monitoring, consider relocating it closer

Step 4: Check Camera Resolution Settings

Log into your NVR/DVR or camera settings
Verify resolution is set to maximum (1080p, 2MP, 4MP, etc., depending on your camera model)
Check that video quality is set to "High" not "Low"

Step 5: Check Lighting Conditions

Poor lighting results in grainy footage
Add additional lighting in dark areas
For indoor cameras, ensure adequate room lighting

Step 6: Check for Obstructions

Remove any objects blocking the camera's view
Trim trees or bushes that may be in the way

NIGHT VISION PROBLEMS

Problem: No Image at Night / Night Vision Not Working

Step 1: Check Infrared (IR) LEDs

In complete darkness, look at the camera - you should see a faint red glow from the IR LEDs
If there's no glow, the IR LEDs may be disabled or faulty

Step 2: Enable Night Vision Mode

Access camera settings through NVR/DVR or V360 app
Ensure "Night Vision" or "IR Mode" is set to "Auto" or "On"
Some cameras have a manual day/night switch - check this setting

WIFI CAMERA CONNECTION PROBLEMS

Problem: WiFi Camera Won't Connect to Network

Step 1: Verify WiFi Frequency

IMPORTANT: Most Cosmo Enterprises Plus WiFi cameras only support 2.4GHz WiFi, NOT 5GHz

Check your router settings to confirm 2.4GHz band is enabled
If your router combines 2.4GHz and 5GHz into one network name, you may need to separate them

V360 APP ISSUES

Problem: Cannot Add Camera to V360 App

Step 1: Verify App Download

Download "V360 Pro" app from Google Play Store (Android) or App Store (iOS)
Alternatively, scan the QR code on the camera box or manual

NVR / DVR PROBLEMS

Problem: NVR/DVR Not Recording

Step 1: Check Hard Drive Status

Access NVR/DVR menu → Storage/HDD → Check hard drive is detected
Verify hard drive is not full

FREQUENTLY ASKED TROUBLESHOOTING QUESTIONS

Q: Why does my camera work during the day but not at night?

A: This is usually a night vision issue. Check that IR LEDs are working (you'll see a faint red glow in darkness) and ensure night vision is enabled in settings. Also clean the lens and IR LEDs.

Q: Camera was working yesterday, now it's offline. What happened?

A: Most common causes: power outage/disconnection, WiFi router reset/changed, loose cable connection, or camera needs restart. Try the "Quick Troubleshooting" steps at the beginning of this guide.

Q: My WiFi camera keeps disconnecting. Why?

A: Usually due to weak WiFi signal, router issues, or camera too far from router. Try moving router closer, adding a WiFi extender, or switching to wired cameras for reliable connections.

IMPORTANT REMINDERS

⚠️ Safety First:

Always turn off power before handling electrical connections
Don't open cameras or NVRs if you're unsure - contact us instead
Use insulated tools when working with cables
Avoid working in rain or wet conditions

⚠️ Warranty Information:

Attempting unauthorized repairs may void warranty
Keep proof of purchase for warranty claims
Review our warranty policy and what's covered/not covered
Contact us before attempting complex repairs

⚠️ Backup Important Footage:

Regularly backup critical footage to external storage
Don't rely solely on system storage
Format SD cards and hard drives carefully - this erases ALL data

STILL NEED HELP?

Our support team is here for you!

Contact Cosmo Enterprises Plus:

Email: cosmo.vpl@gmail.com

Phone: +91 93559 61212

WhatsApp: +91 93559 61212

Address: CLOCK TOWER, WZ 406 - 21A, Janak Park, Pocket 408, Hari Nagar, New Delhi, Delhi, 110064

When Contacting Us, Please Provide:

Camera or NVR/DVR model number
Description of the problem
What you've already tried
Photos or videos of the issue (if possible)
Purchase date and invoice number (for warranty claims)

We're committed to your satisfaction and security. Thank you for choosing Cosmo Enterprises Plus!