This guide provides step-by-step instructions to help you diagnose and fix the issue of your camera being offline, ensuring it reconnects and remains operational.
If you see a "Connection failed" status for both your Hub and camera on the app's home page, please refer to our Troubleshooting Hub Connection Failed for steps to resolve connection issues with your Hub first.
Restore Connection via the App
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Tap the Refresh Icon: Look for the circular arrow icon on the bottom right corner of the camera's image in the app, and tap it to try re-establishing the connection.
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Refresh Home Page: If the camera remains offline after tapping the circular arrow icon, pull down on the app's Home page to perform a full refresh. This action can help to update the camera's status and resolve temporary connection issues.
Check Camera Battery
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Check Battery Level: Open your app and navigate to the camera settings to check the battery level. If the battery indicator is red, it's time to charge. You can either plug in the camera or take out the battery pack to charge it.
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Ensure Proper Fit: If the battery level appears normal, verify that the battery pack is properly installed in the camera. Make sure it is securely seated and check that there are no obstructions at the connection points.
Power Cycle the Hub
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Unplug and Reconnect the Hub: Unplug your Hub from the power supply, wait for 30 seconds, and then plug it back in.
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Allow Time for Reconnection: After reconnecting the power, give the system up to 10 minutes to re-establish all network connections. The Hub periodically attempts to reconnect, ensuring it can fully reboot and restore communication with your camera.
Check Router Connection
If your camera connects directly to your router's Wi-Fi instead of through the Hub, follow these steps to address potential connectivity issues:
Restart Your Router
Sometimes, connectivity issues stem from the router itself:
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Power Cycle: Turn off your router, wait for one minute, and then turn it back on. This action can resolve network glitches and restore connectivity.
Check Router and Camera Placement
If restarting the router doesn't resolve the issue, check the following:
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Router Operational Status: Make sure the router is turned on and showing normal operational indicators. To test the router's functionality, try connecting another device to the Wi-Fi.
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Camera Positioning: Ensure that the camera is within the reliable signal range of the router. Avoid locations with physical obstructions like walls or large metal objects, which can block or weaken the Wi-Fi signal.
Advanced Diagnostic Options
If basic troubleshooting does not resolve the connectivity issues, and you are comfortable with further diagnostics, consider these advanced steps:
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Network Congestion Check: A high number of devices connected to your router can affect performance. Try disconnecting some devices temporarily to see if the camera's connectivity improves.
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Internet Speed Test: Conduct a speed test using a device on the same network to evaluate your internet connection. Slow speeds or high latency can be indicative of issues with your Internet Service Provider (ISP) that may also impact your camera's ability to connect reliably.
Change Wi-Fi for Camera
If your camera remains offline, you may try switching the connection from the Hub's direct connection to the 2.4G Wi-Fi network of the router that is connected to the Hub. This adjustment can effectively address connection issues, especially when the camera is located far from the Hub. You can follow the instructions provided here.
Set Up the Camera Again
If your camera is still offline, reconfiguring it in the app might help. Tap the "+" icon on the Home page and follow the in-app instructions to go through the setup process again. Before starting the setup in the app, ensure your camera is ready to pair: Open the camera's back cover and, while the camera is on, double-click the SYNC button. Look for a blinking blue light and listen for a continuous "ding-dong ding-dong" sound, which indicates that the camera is in pairing mode.
Reset Hub and Set Up Again
As a last resort, consider resetting your Hub may be necessary. Be aware that this will erase all current settings, check it here. After resetting, follow the in-app instructions to go through the setup process again.
Keep Firmware Updated
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Friendly Reminder: For optimal performance and security, always ensure that both your Hub and camera firmware are up to date. Check if a new version is available here.
Need Assistance?
If the issue persists:
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