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Knowledge Base

Video Troubleshooting Wizard

The Video Troubleshooting Wizard guides you through basic steps for bringing your video devices back online after they become disconnected. These troubleshooting steps include:

  • Power-cycling the video device
  • Power-cycling the router
  • Re-configuring wireless information

The Video Troubleshooting Wizard can identify the type of video device and provide device-specific advice depending on the situation. It can also detect and notify you when the device comes back online during the troubleshooting process. For more information about general troubleshooting for a disconnected video device, see How can a camera be reconnected to a Wi-Fi network if the router, network equipment, or wireless settings change?.

All video devices are supported by the Video Troubleshooting Wizard available on the app and customer website. The Video Troubleshooting Wizard is not available until a video device is offline for at least five minutes.

Access the Video Troubleshooting Wizard

The Video Troubleshooting Wizard can be accessed using the app or customer website.

  1. Log into the app.
  2. Tap Video.
  3. Tap to select the video device.
  4. Tap Troubleshoot.

    Troubleshoot wizard.png
  5. Tap Get Started.

  6. Proceed through the wizard until the device is found and successfully connects.
  1. Log into the customer website.
  2. Click Video.
  3. Click Live Video.
  4. In the camera feed window of the malfunctioning device, click Troubleshoot.

  5. Click Get Started.
  6. Proceed through the wizard until the device is found and successfully connects.

If all troubleshooting steps fail to resolve the issue, contact your service provider for additional support. To learn more about how to contact your service provider, see Contact your service provider.

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