What can I do if the device is offline?

Offline means that the device disconnects from Wi-Fi. In this case, it will not work properly. The issue can be caused due to the following reasons. Please check them one by one:

Device is off

Please long-press the power button to turn on the device.

If the device can’t be turned on by long-pressing the power button and the indicator light is flashing red, it means that the device is in low battery mode. In this case, please use a DC Output 5V/1.5A charger to fully charge it first.


Depending on the battery capacity, the device’s charging time varies. In general, it takes 8~15 hours for a full charge.

The device indicates a yellow light for charging and a green light for a full charge.

If the device can’t be turned on by long-pressing the power button and it has power, you can try to Reboot the Device. If it still does not work, you can keep it plugged in and reboot it again.

The router does not work

Please check whether the router is working. If it turns out that the router is not working, please make it work first. For example, you can try restarting the router.

You can tell whether the router is working or not by checking whether other devices, for example, your mobile phone can connect to the Wi-Fi router and can access the Internet.

Please check whether the Wi-Fi name or password has been changed. If yes, please re-add the device to the app. If it still does not work, you can Reboot the Device and re-add it to the app.

The Wi-Fi connection is poor

Low or Medium Wi-Fi signal will cause the device to go offline. Please move the device as close to the router as possible. Thick walls, bricks, ceramics, electromagnetic devices, a large amount of liquid, and large metal objects may interfere with Wi-Fi signals. Please try to avoid these objects. Or if possible, you can boost the Wi-Fi signal with a Wi-Fi extender.

You can check the Wi-Fi signal on the homepage or on the Camera/Doorbell Setting page.


However, a strong Wi-Fi signal does not equal a good Wi-Fi connection. It is only one factor that is indicative of a good network connection. So if your device’s Wi-Fi signal is strong but it is still offline, you may need to try another Wi-Fi.

The phone cannot access the Internet or its network connection is poor

Please make sure that your phone can access the Internet and that its network connection is good.

Please make sure to enable the network permission for the APP.

You can try to pull down the homepage to refresh the device list and then reconnect the device.

You can try to change your phone’s network connection (from Wi-Fi to mobile data, or vice versa), or connect your phone to another Wi-Fi and then reconnect the device.

If the issue persists, please submit feedback for technical support.