The live feed is unavailable
The live feed is unavailable message appears when the camera loses connection to Ivideon service (i.e., goes offline). After the connection is lost, the camera icon in the Personal Account turns red, in the mobile application the camera has No connection status.
If instead of the camera's live feed you see a black screen and The live feed is unavailable message, please check:
Internet connection in the place where you watch video from the camera:
Check the download speed of the connection on demo.fireprobe.net to make sure that there is enough speed to view the camera. For stable operation of one camera, the download speed should not be lower than the bitrate of the video stream of this camera. You can check the set bitrate value by opening the camera settings in your Personal Account on my.ivideon.com;
Make sure that while watching live video from the camera, there are no large downloads being made to your PC and no programs restrict access to the Internet;
In case of using a wired connection, make sure that the network cable is firmly plugged into the camera and the network equipment (switch\router). In case of using a wireless connection, check that the Wi-Fi signal is strong enough;
Make sure your router\switch has an active connection to the camera. If there are no indicators on your router\switch, please open its web interface and verify that it is functioning correctly. You can find out how to do this on the manufacturer's website;
If the indicators on the router or switch are off, check the integrity of the network cable for any bends, kinks, cracks, etc. (if a cable is used).
If you are watching a video via mobile internet:
Make sure that the place where you are watching the live feed has a good 3G or LTE signal reception;
Make sure that no files are being downloaded or apps are being updated in the background;
Make sure that your mobile operator has not limited your Internet connection speed.
Internet connection at the location where the camera is installed:
Check the upload connection speed on demo.fireprobe.net to see if the speed is enough for the camera to work. For stable operation of one camera, the minimum upload speed should not be lower than 2 Mbps. You can check the set bitrate value by opening the camera settings in your Personal Account on my.ivideon.com;
In case of using a wired connection, make sure that the network cable is firmly plugged into the camera and the network equipment (switch\router); the equipment you use also has to be functioning properly;
Make sure your router\switch has an active connection to the camera. If there are no indicators on your router\switch, please open its web interface and verify that it is functioning correctly. You can find out how to do this on the manufacturer's website;
If the indicators on the router or switch are off, check the integrity of the network cable for any bends, kinks, cracks, etc. (if a cable is used).
If everything is in order with the network equipment, try the following:
Reduce the camera’s main stream video settings (resolution, bitrate, frame rate) in the Camera Settings of your Personal Account via my.ivideon.com (3 dots under the camera’s preview → Camera Settings → Video tab);
Reduce the playback video quality (see the following article on how to do this — Can I view video when having a slow Internet connection?);
Disable some cameras if you have several;
Contact your ISP to resolve the problem with insufficient connection speed.
If everything is OK with the Internet connection, check the camera and its power supply:
Check if the camera is currently powered (the LED indication should be on or the IR sensor should respond to insufficient lighting conditions, like covering the camera lens with your hands or a cloth; you will hear a click, when the IR turns on);
Make sure the power adapter is firmly plugged into the power outlet and into the camera's power port;
Make sure that the power outlet is not damaged;
Make sure the power cable is not damaged.
The power adapter may be defective without any traces of external damage. Try connecting the camera using a different power source (if available). You can find out how to correctly connect the camera to a power supply in the instruction manual of your device.