Problem description

(Relevant for three and five camera Huddly Crew)

One or more Huddly Crew cameras are not appearing in the Huddly Connect App under Settings → Camera Info or are not visible in Windows Device Manager or your video conferencing application. The USB Adapter may appear as connected, but the cameras themselves are missing or listed as disconnected.

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Common causes

• Network switch not powered or not receiving power from the power supply
• One or more ethernet cables not seated correctly at the camera or switch port
• USB Adapter not connected to the same switch as the cameras
• IP conflict caused by third-party equipment (e.g. Biamp DSP, ceiling mic processors) sharing the same switch. Crew requires a dedicated switch
• USB Adapter not connected to the computer, or connected via an unsupported hub or dock
• Temporary communication failure between Huddly Director and one or more cameras. This is resolved by power cycling

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Step-by-step resolution

Step 1: Check the switch
Confirm the network switch is receiving power from its power supply. All ethernet port LEDs on the switch should be blinking when cameras are connected.

Step 2: Check camera connections
Confirm each camera is connected to the switch with an ethernet cable. The LED on the ethernet port on both the camera and switch should be active.

Step 3: Check the USB Adapter
Confirm the USB Adapter is: (a) connected to the same network switch as the cameras, (b) receiving power from its power supply, and (c) connected to the computer via USB.

Step 4: Remove third-party equipment from the switch
If any third-party audio or AV equipment (Biamp, Shure, Extron, etc.) shares the same switch as the Crew cameras, disconnect it. Crew requires a dedicated switch. Reconnect Crew only and test.

Step 5: Power cycle the switch
Unplug the switch power supply. Wait 10 seconds. Reconnect.

Step 6: Power cycle the USB Adapter
Unplug the USB Adapter power supply and disconnect the ethernet cable from the switch. Wait 10 seconds. Reconnect both.

Step 7: Verify in Connect App
Open Huddly Connect App → Settings → Camera Info. All cameras should now appear as Connected. If a camera LED is off while streaming, disconnect and reconnect that camera’s ethernet cable to the switch and wait 3 minutes.

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When to escalate

Escalate to Huddly Support if cameras still do not appear after completing all steps above, and:

• You have confirmed the switch is dedicated to Crew (no other devices on the same switch)
• You have power cycled the full system at least twice
• You have tested with the USB Adapter connected directly to the computer (no hubs or docks in between)

What to include: Serial number of the kit or individual camera, screenshot of Connect App → Settings → Camera Info, switch model, description of full cabling setup.