Support Center

Why is my camera showing offline?

Last Updated: Feb 16, 2015 05:17PM GMT

If you’re seeing an ‘Unable to connect to camera’ message in the My Home section of your account, it means that your camera is not connected to our servers.
There are several reasons this may occur:

  • Your camera has only just been switched on

  • The camera may be unable to connect to your network

  • Your Internet connection may be offline

  • Your Internet speed may have been throttled

Steps to try:

  • Ensure your camera’s power light is green. If it is flashing red, follow the suggestions in our article titled ‘Why is my HomeMonitor camera LED suddenly blinking red?’

  • If your camera has only just been switched on, it may still be trying to connect to our servers - this may take up to five minutes.

  • Check your Wi-Fi network is working – can other devices access the Internet?

  • Is your internet speed or network being used for something else? Internet TV, torrents or other heavy usage may temporarily affect connectivity.

  • Try turning the camera off – remove the plug at the wall, wait 10 seconds, then reconnect – after 60 seconds or so, does the camera reconnect?

  • Try rebooting your router - this can help restore your camera’s connection to our servers.

  • Check that your camera is in range of your Wi-Fi network – temporarily move it closer and see if this makes a difference.

  • Temporarily connect your camera by Ethernet. Once the power light has gone green,

If after following these steps your camera still isn't showing a green status light, please contact us and our tech team will investigate the issue further.

Contact Us

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  • Email Us
  • Welcome to the Y-cam Support Centre. Search for the information you need in our help topics and guides, or email us for private support.

    What information should I include?

    If submitting an issue about an existing HomeMonitor account, please include relevant information to your problem, such as:

    Your Account Name
    Camera ID
    How camera is connected
    Router make/model
    Device you are using to access

    If you don't know this information, don't worry, our team will help you find the information you need to get up and running.

    Can I speak to someone?

    We initially deal with all support enquiries through email so the best person possible can help you as quickly as possible. Most issues can and are resolved by email, and much quicker than by phone. If a phone call is required, we will arrange a set time to phone you back so we can get you up and running. Contact us now.

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    (Rest of World)
    For customers living outside of the UK, we will respond to your query as soon as possible. If telephone support is required, we will contact you at a time that's convenient for you.
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