How to Regain Access to a Locked Out BZBGEAR PTZ Camera

This guide covers how to regain access to your BZBGEAR PTZ camera if you cannot log in to the camera’s Web GUI or have accidentally configured incorrect network settings. Follow the appropriate troubleshooting section below based on the issue you are experiencing.

If you are still unable to access your camera after following these steps, please contact our Technical Support team at support@bzbgear.com.

1. I Forgot My Login Credentials or My Login Is Not Working

If you cannot log in to your camera’s Web GUI, start with the following steps before attempting to reset the camera or create another administrator account.

Step 1: Check Your Login Credentials

• Check capitalization: Ensure Caps Lock is set correctly and verify that you are entering the correct username and password
• Try the default credentials: If the camera is still using its factory default credentials, try admin for both the username and password
• Try another browser: Open the camera’s Web GUI in a different browser or clear your current browser’s cache
• Check for IP address conflicts: Confirm that no other devices on your network are using the same IP address as the camera

If these steps do not resolve the issue, continue with the options below.

Step 2: Reset the Camera Using the IR Remote (If Supported)

For compatible BG-UPTZ and BG-ADAMO series cameras, you can use the IR remote to restore the camera’s default settings.

Enter the following command sequence using the camera’s IR remote:

* → # → Manual

This command restores the camera’s default IP address and login credentials.

Important: This command resets the camera’s network settings as well as its login credentials. If the camera was configured with a static IP address, you may need to reconfigure its network settings afterward.

If you are using another camera model or do not have access to the IR remote, proceed to Step 3.

Step 3: Use ONVIF Device Manager

ONVIF Device Manager is a third party utility that can help identify ONVIF compatible cameras on your network and access supported device management functions.

1. Download and open ONVIF Device Manager
2. Follow our guide to locate your camera and identify its IP address: How to Locate the IP Address of a PTZ Camera
3. Select the camera in ONVIF Device Manager and check whether its device management features are accessible
4. If User Management is available and your account has sufficient permissions, check whether you can create another administrator account. For example, you could name the account Admin2
5. Attempt to log in to the camera using the new account

Note: Creating another administrator account may not be possible if the camera requires valid administrator credentials to access User Management. ONVIF Device Manager also does not guarantee that you can reset a forgotten password on every camera model. If these options are unavailable, contact BZBGEAR Technical Support for assistance.

2. I Changed My Network Settings and Can No Longer Access the Camera

If you accidentally entered incorrect network settings, changed the camera's IP address, or configured it for a different network, follow these steps to identify the camera's current IP address and restore connectivity.

Step 1: Identify the Camera's Current IP Address

BZBGEAR cameras display their current IP address briefly in the upper left corner of the video output during startup on supported HDMI, SDI, or USB video outputs.

To check the IP address:

1. Connect the camera to a compatible monitor, TV, or computer capture device using an available video output
2. Power cycle the camera
3. Watch the video output as the camera starts up
4. Record the IP address displayed in the upper left corner

The address should appear briefly after the video image returns.

Step 2: Use the IR Remote to Check or Reset the IP Address (If Supported)

If you have a compatible BG-UPTZ or BG-ADAMO series camera and its IR remote, you can use the following commands.

If you choose to enable DHCP, use the reboot command afterward to restart the camera and apply the change.

Important: DHCP only works as intended when the camera is connected to a network with an active DHCP server, such as a router or appropriately configured network. If your network uses static IP addressing, enabling DHCP may not be the correct solution.

Restoring the default IP address may also require you to adjust your computer's network settings before you can reconnect to the camera.

Step 3: Configure Your Computer to Reach the Camera

If you have identified the camera's IP address but cannot access its Web GUI, your computer may be configured for a different IP subnet.

1. Connect your computer and camera to the same network
2. Confirm that your computer's IP address and subnet mask are compatible with the camera's current network settings
3. If necessary, temporarily assign your computer a static IP address in the same subnet as the camera
4. Open a web browser and enter the camera's IP address in the address bar
5. If the Web GUI loads, correct the camera's network configuration as needed

Avoid assigning your computer the same IP address as the camera. If you are unsure which IP address and subnet mask to use, contact your network administrator or BZBGEAR Technical Support.

Step 4: Try a Direct Ethernet Connection

If you cannot reach the camera through your network switch, try isolating the connection.

1. Disconnect the camera and computer from the network switch
2. Connect the computer directly to the camera using an Ethernet cable
3. Configure your computer's IP address to match the camera's subnet
4. Try accessing the camera's Web GUI again

A direct connection can help determine whether the issue is related to the wider network, such as VLAN configuration, routing, or other network settings.

Note: A direct connection does not automatically resolve IP addressing issues. Your computer and camera must still have compatible network configurations.

Step 5: Locate the Camera Using ONVIF Device Manager

If you cannot determine the camera's IP address or restore access through the steps above, try ONVIF Device Manager.

1. Connect your computer and camera to the same local network
2. Open ONVIF Device Manager and allow it to discover available devices
3. Select the camera and check the IP address and other available device information
4. If supported by the camera and your account permissions, use the available device management functions to correct its network settings

For additional instructions, see our guide: How to Locate the IP Address of a PTZ Camera.

ONVIF discovery may not work across different VLANs or routed networks, and some device management functions require valid credentials.

3. Still Unable to Access Your Camera?

If you have completed the applicable troubleshooting steps and still cannot access the camera, contact BZBGEAR Technical Support at support@bzbgear.com.

To help us troubleshoot the issue, please include the following information:

• Camera model: The exact model number of your BZBGEAR camera
• Current IP address: The IP address displayed during startup or discovered using ONVIF Device Manager, if available
• Connection method: Whether the camera is connected directly to your computer or through a network switch, router, or VLAN
• Issue description: Whether you are unable to log in, cannot locate the camera, or cannot reach the Web GUI
• Recent changes: Any recent changes to the camera's login credentials, IP address, subnet mask, gateway, or network configuration

Providing these details will help our team determine the best next steps to restore access to your camera.