Why can't the camera live stream?

1. First confirm the model/MAC, whether only live view or also playback is affected, when it happens and steps already tried. Check suitable device power and connectivity. Compare the phone on Wi-Fi versus mobile data; try lower live-view quality if available. If practical, test near the router without changing device configuration. Check the current compatible app and model-specific firmware, but do not interrupt an active update. Battery thresholds vary by operation/model; do not present 15% as a universal fix. If unresolved, share the app/firmware versions, exact failure time/time zone and screenshot, and upload diagnostics when available. Do not clear recordings or factory-reset as a routine streaming fix.

I'm sorry this is causing trouble. To identify the affected device and avoid repeating steps, please share only missing details: the exact model and MAC/serial number (a clear photo of the device label is welcome), your app login account, what you were trying to do, the step that failed and its exact message, when it started and your time zone, whether one or several cameras are affected, and what you have already tried. Start with the model, MAC and symptom; we can request additional checks as needed. Please do not send passwords or payment verification codes. If several devices are on the account, confirm which one has the problem. A screenshot or short video can help us choose the next step.

Diagnostics
App home → profile picture (top-left) → Settings → Diagnostic Tools → Device Log Diagnosis → select your device model and upload the log. This helps our technical team analyze the issue.

FAQ section: Device Troubleshooting

If only recordings fail
I'm sorry you cannot view the recording. Please confirm the model and MAC/serial, whether live view works, whether the problem affects cloud recordings or local storage/SD, the exact recording date/time and time zone, and the error/screenshot. Do not clear storage while we investigate missing recordings.

First try one affected clip and a recent clip. If live view also fails, check power and connectivity and compare the phone on Wi-Fi versus mobile data. If local playback shows decryption/loading, keep the device powered and connected and allow it to finish; do not treat decryption as proof that files are lost. Refresh/reopen the app and retry. Check the app/firmware version appropriate to the exact model; do not interrupt an active update.

For cloud clips, check the correct account/device, package validity at the event time, plan recording type and retention period. Current subscription status does not prove historical coverage; do not assume every plan retains 30 days or records continuously. For local clips, check reported storage status and dates without formatting. Download accessible clips you want to preserve. A thumbnail does not by itself prove a playable file still exists.

If unresolved, send the exact affected times, clip source, device/account details and steps/results already tried. Support can investigate available evidence; deleted/overwritten/expired recordings cannot be promised recoverable. Clearing or formatting is destructive and is not a default playback fix; consider it only after model-specific diagnosis, explaining the loss and obtaining the customer's agreement.

Updated on: 22/09/2026