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Why is my camera offline after a successful activation?

From time to time the camera may experience network interruptions when communicating with SmartCloud. If the camera does not come online, simply reboot the device by unplugging and plugging it back in to re-establish the connection.  If the problem persists, please verify the health of your network.

6 Comments

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    Tray McGraw

    The problem has nothing to do with my network. I am able to see my cameras on my Smart Cam App but, on the Cloud App, not so much. I need help accessing my cameras, again.

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    SmartCloud Support

    Tray,

    Thank you for contacting us.  We have sent you a detailed email for resolving this issue.  

    Regards,


    SmartCloud Support

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    Tim Pullen

    I'm having the same issue. No matter how many times I restart it, the camera always says offline when I log in to smartcloud online but if I go to the app I can see the camera working fine over the network. How can this be resolved please?

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    SmartCloud Support

    Tim,

    Thank you for contacting SmartCloud Support.  We have pushed the latest firmware to your camera which should resolve the issue of your camera being offline.  Please verify that you can view the live stream in your SmartCloud account in the web portal and in the SmartCloud mobile app (separate from the SmartCam app).  If your camera happens to go offline again, please let us know right away (and don't reboot the camera) so we can check the server logs on our side.

    Let us know if there is anything else we can help you with.

    Regards,

    SmartCloud Support

  • Avatar
    KonabobShirley

    We are having the same issue. Cam is working with  the SmartCam+ app, but SmartCloud app says it is offline. Assistance please!

     

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    SmartCloud Support

    Hi,

    Thank you for contacting SmartCloud Support.  According to our server logs there was a process in the background that wasn't running for your camera's connection to the service which caused your camera to show as offline on SmartCloud.  This has been fixed and your camera should now be back online with the SmartCloud service.  Let is know if there is anything else we can do for you.

    Regards,

    SmartCloud Support

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