A camera may disconnect from the service for various reasons. If this happens, please follow these primary diagnostic steps.
1. Check the Internet connection at the camera's location
Make sure there are no internet issues. To learn about the recommended network speed for proper camera viewing, please refer to this article. To check the speed of your Internet connection, please test it on either of the following sites: speedtest.net, speedof.me, demo.fireprobe.net. If there are any problems with your network or equipment, please contact your internet provider's support.
2. Check the camera for status indicators
Ensure the camera shows any status lights or that its IR LEDs are on. Check that the camera is correctly connected to its power source and router (for wired cameras). If there is no indication of power, try using a different power adapter/cable or connect the camera to another port on your router/switch (for wired models).
3. Check if the camera Is available on the local network
Assuming the camera has power and there are no general internet issues, verify if it is visible on your local network. You can check the list of connected devices in your router's web interface or use a network scanner (e.g., Advanced IP Scanner).
4. Restart your networking equipment and the camera
Restart the router/switch to which the camera is connected (for wired cameras). Also, reboot the camera itself by disconnecting its power for a few seconds and then reconnecting it.
If the restart doesn't help, or if the network configuration has changed (e.g., a new router or updated Wi-Fi credentials), try performing a factory reset of the camera and re-add it to your account using the standard method.
Please, do not delete the camera from your account first
- Reset instructions: Nobelic cameras, Oco cameras.
Need Further Help?
If you have followed these recommendations and the issue remains unresolved, please contact our support team. To help us conduct a more detailed diagnosis, please provide the following information with your request:
- Ivideon account to which the camera is connected.
- Camera's name/model/MAC address/serial number.
- Which steps from this guide you have performed and at which stage difficulties arise.
The more detailed your description of the situation, the faster our specialists can analyze the data and propose a correct solution.