Check the Camera Status

1. Ensure the camera is online
   If the camera appears offline, please refer to this guide to restore its connection: Troubleshooting Camera Offline.
2. Update the camera firmware

   Make sure your camera is running the latest firmware version. To update:

   • Open the Safemo app.
   • Open Home page.
   • Tap camera settings gear icon.
   • Tap Device Info.
   • Tap Firmware Update.

3. Re-add the camera
   Try removing the camera from the Safemo app and adding it back. This can help reestablish the connection. 
   To remove the camera:
   • Open the Safemo app.
   • Open Home page.
   • Tap camera settings gear icon.
   • Tap Remove Device.
   To add the camera again, please follow the steps in this guide: Setting Up Your Safemo Smart Hub & Cameras.

Check the Hub Status

1. Ensure the Hub is online
   If the Hub is offline, please refer to this guide to restore its connection: Troubleshooting Hub Connection Failed.
2. Reset the Hub
   A simple reboot can often resolve hidden connectivity issues. Instructions can be found here: Guide: Reset Your Smart Hub.

Check the Network Status

1. Restart your router
   Unplug your router, wait 30 seconds, then plug it back in. Allow up to 1 minute for it to reboot. Your Safemo device should reconnect automatically.
2. Adjust the camera position
   Try locating the camera closer to your router or to an area with a stronger Wi-Fi signal.
3. Limit the number of connected devices
   Too many devices on your home Wi-Fi can reduce bandwidth. Temporarily disconnect unused devices to improve performance.
4. Check your firewall settings
   Firewalls or router configurations may block certain ports or services. Visit your router's official website for instructions on adjusting these settings if needed.

Check the App Settings

1. Adjust the livestream resolution
   If your network connection is weak and the livestream is set to 4K, the video may fail to load. Switch to SD/Auto resolution to improve performance. Learn how here: Livestream, Recording & Snapshot Quality Guide.
2. Force close and reopen the Safemo app
   This refreshes the app's status and may resolve temporary glitches.
3. Avoid excessive simultaneous livestream access
   Check whether other users are viewing the livestream at the same time. We recommend no more than 3 users streaming the same camera simultaneously to ensure stable performance.

Check the Phone Settings

1. Restart your phone
   A simple reboot can clear background errors and restore app performance.
2. Turn off VPN
   If you're using a VPN, disable it temporarily—it may interfere with livestream functionality.
3. Try a different network
   Switch to a different Wi-Fi network or mobile data to see if the issue is related to your current internet connection.
4. Use another phone
   Try logging into the Safemo app on a different mobile device to isolate whether the problem is device-specific.

Have Questions or Need Help?

• Phone Support: Need help right away? Call us at +1 (888) 884-7989 (Monday to Friday, 10 AM – 6 PM PT).
• Email or In-App Support: Have questions or need assistance? You can email us directly at support@safemo.com, or open the app and go to Account > Customer Support to send us a message.
• Submit a Form: Tap the 'Help' button at the bottom-right corner of this page to submit a request.