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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.

14 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

  • Avatar
    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?

  • Avatar
    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

  • Avatar
    Howard Secretan

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

  • Avatar
    SmartCloud Support

    Howard,

    Than you for contacting SmartCloud Support.  SmartCam and SmartCloud are separate platforms, so it is possible for the cam to be online on one and offline on the other,  In your case, it seems the cam has dropped the connection to the SmartCloud service, and the first thing to try is a quick power cycle of the camera (unplug power for 5-10 seconds).  When the cam reboot, check to see if you can view the live stream from the camera on both the SmartCloud web portal and mobile app.  If the issue persists, please email us directly at support@mysmartcamcloud.com and include the email address that is associated with your account.  

    Regards,

    SmartCloud Support

  • Avatar
    maryambadpayma

    Hi 

    I am having same issue...My camera is saying it is offline! How can I fix it?

     

     

     

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    SmartCloud Support

    Hi,

    When a camera is offline, it normally indicates that it has dropped the connection to the SmartCloud serivce.  Usually a quick power cycle of the camera (unplug power for 10-15 seconds than reconnect) and the camera comes back online.  Please contact us directly at support@mysmartcamcloud.com if you need further assistance.

    Regards,

    SmartCloud Support

     

  • Avatar
    Beth Woodill

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

  • Avatar
    SmartCloud Support

    Beth,

    Thank you for contacting SmartCloud Support.  SmartCam and SmartCloud are separate platforms, so it is possible for the camera to be online on one and offline on the other,  In your case, it seems the cam has dropped the connection to the SmartCloud service, and the first thing to try is a quick power cycle of the camera (unplug power for 5-10 seconds).  When the cam reboots, check to see if you can view the live stream from the camera on both the SmartCloud web portal and mobile app.               If the issue persists, please email us directly at support@mysmartcamcloud.com and include the email address that is associated with your account.  

    Regards,

    SmartCloud Support

  • Avatar
    KonabobShirley

    Our network went down yesterday due to a power outage. It is back up an working fine with our computers, but our camera is offline and I have tried restarting it 3 times. The camera is still offline.

    Can you let me know what I need to do to reactivate it.

    What would happen if we were on vacation and the power went out for a while? Would the camera come back on when power is restored?

     

  • Avatar
    SmartCloud Support

    KonabobShirley,

    According to our server logs, your camera is online.  Can you verify that you can view the live stream from your camera?  After a power outage, the camera should come back online as long as it is able to reconnect to your WiFi network and access the internet.  Should you have any further questions, please contact us directly at support@mysmartcamcloud.com

    Regards,

    SmartCloud Support

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