If your camera is shown as offline on the live screen, it means that the camera is not currently in contact with the server. This means the server is not able get current state information from the camera, so we must check the camera itself for more information.
The first thing to do is check the light at the back of the camera. There can be several states:
There is no light:
Make sure the camera is getting power. Check with another cable/adapter if possible.
Blinking red fast:
This means the camera can find but is not able to connect to the Wi-Fi (The camera keeps track of the last 3 Wi-Fi networks it was connected to, so that you can change locations without setting up again.)
Make sure the password of the Wi-Fi network has not changed. If you are sure there were no changes, restart your router/access points.
If your Wi-Fi settings have changed or you are not sure, please follow the steps below:
Creating a QR code for a camera
Blinking green fast:
This means the camera was able to connect to the Wi-Fi but is not able reach invidyo servers. Please try restarting your router/access point. Make sure your router does not have any outgoing access rules preventing the camera from reaching the internet.
Blinking green once a second:
The camera is in set-up mode, looking for a QR code. You can show the QR code created from the "Change Wi-Fi" heading under the camera settings, or by tapping "Add New Camera". The QR code must be created using the same account the camera is on.
If you were not expecting the camera to be in set up mode, contact support to get more information.
Blinking red once a second:
This means the camera is not able to find any of the Wi-Fi networks in memory (The camera keeps track of the last 3 Wi-Fi networks it was connected to, so that you can change locations without setting up again.)
Make sure your Wi-Fi is turned on and the name of the Wi-Fi network has not changed. If you are sure there were no changes, restart your router/access points.
If you are at a new location, your Wi-Fi settings have changed or you are not sure, please follow the steps below:
Creating a QR code for a camera
Blinking red/green:
This is a mixture of the camera being in setup mode and being unable to complete the setup. The camera is not able to connect to the Wi-Fi you provided. In this case the camera usually says "Problem" and beeps either one or three times. Create a new QR code after checking out the guide below, and show it to the camera again:
Camera says "Problem" while setting up
Steady green:
This means the camera is connected to the server, but it is offline on the app due to another constraint.
The most common issue is trying to set up the camera with a different account while it was already set up. This locks the device for both users due to security constraints. You can unlock the device by following the steps below and showing a new QR code to the camera.
Creating a QR code for a camera
Another reason for the camera to be offline can be camera suspension, which you should see as a warning on the live page.
If neither of these are the case, please contact support.
Steady Red:
This is a transient state showing that the camera is rebooting. If this state does not end in a few minutes, you can try a few things:
- Unplug then re-plug your device.
- Make sure you are using the correct adapter and cable.
- Remove the SD card to see if anything changes.
- Factory reset the device with the SD card in the camera.
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