If your camera is unresponsive, offline, or not showing live video, follow this full diagnostic guide to identify the cause and restore normal operation.
Check Power Supply
Battery-powered cameras:
- Ensure the battery is fully charged and correctly installed.
- Try using a different USB cable or charger.
- For best performance, use a 5V / 1.5A charger to ensure stable charging.
- Confirm that the charging indicator light turns on.
Plug-in cameras:
- Make sure the power supply is firmly connected.
- Confirm that the adapter meets the required 5V output (5V/1.5A recommended).
- Test with a different power supply/adaptor if possible.
Note: If the camera has no lights, no sounds, and no response, this usually indicates a power-related issue.
Verify Wi-Fi Connection
- Ensure the camera is within Wi-Fi coverage and connected to a 2.4GHz network.
- Restart your router and the camera.
- If you recently changed your Wi-Fi name or password, reconnect the camera through the app.
Test suggestion: Try pairing the camera again while standing near the router to rule out weak signals or interference.
Confirm Home Internet Access
- Test your home network by loading websites on another device.
- The camera requires a stable internet connection to work.
- If your router has any special settings, such as firewall rules, web filtering, device blocking, or security restrictions, try temporarily disabling them to ensure the camera can connect normally.
- Some routers also have MAC address filtering, device access lists, or AP isolation enabled. These features can prevent the camera from communicating with your phone or the cloud.
Note: Restricted router settings may block the camera’s connection. If you're unsure which feature is causing the issue, try restoring the router to default settings or removing all restrictions, then reconnect the camera.
Check App and Account Status
- Make sure you are logged in with the same account used during the camera's initial setup.
- Confirm that both the app and the camera firmware are updated to the latest versions.
- Close the app completely and reopen it.
Sharing reminder: If the camera was shared with you, note that shared users cannot change camera settings. Only the device owner has full access to modify these settings.
Check for VPN, Proxy, or DNS Interference
If you can view the camera at home but not when using mobile data, check for:
- VPN enabled
- Proxy settings in your network configuration
- Private DNS, ad blockers, or security filtering apps
These can reroute or block encrypted video connections.
Test suggestion: These services may slow down or block the connection, causing the camera video to fail to load.
Check for Firmware Updates
- Before updating, make sure the camera has sufficient battery or is connected to a stable power source.
- Open the app → Camera Settings → Firmware Update.
- Install available updates while the camera is connected to Wi-Fi and power.
- Do not power off the camera during the update process.
Outdated firmware can lead to connection instability.
Perform a Hardware Check
If software and network checks don't resolve the problem:
- Inspect the device for physical damage (lens cracks, water ingress, loose ports).
- Check the reset button to ensure it is not stuck.
- Try a factory reset by holding the reset button for 5–10 seconds until the indicator responds.
- Reconnect the camera in the app after resetting.
To rule out power or cable issues, please use the original cable and power adapter when testing.
Final Steps
If the camera still does not work:
- Observe and note the LED indicator behavior (blinking pattern or solid light).
- Take screenshots of error messages shown in the app.
- Contact customer support and provide:
- Camera model and serial number
- Description of the issue
- Steps you have already tried
- Photos or videos if hardware damage is suspected