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

  • Post a Public Question
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  • You can use our Live Chat facility on our main website, and leave a message if we are not available.

    You can email us by clicking here.

    If you would like to call us our contact numbers are:
    UK +44 (0)20 8334 7373 Option 1
    US +1 727 474 1068

    If we are not able to answer your call please leave your name, contact number and a brief message. We will call you back as soon as we can.

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