This guide aims to help you resolve the issue where your camera appears offline in the app. If you encounter this issue, please follow the troubleshooting steps below.
Check Battery Power
Low or depleted power is highly likely to cause the camera to shut down, resulting in it appearing offline in the app. Please check the battery power as follows:
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Turn On the Camera: Press and hold the power button for 5 seconds to turn on the camera. If the camera is unresponsive, this indicates that the power may be depleted.
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Check the Indicator Light: If the indicator light is red, it means the battery is low.
If the camera appears offline due to a low or depleted battery, try recharging it.
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Charger Specifications: Please use a USB-C charger (DC 5V/1A-2A).
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Indicator Light Status:
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Orange: The camera is charging.
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Green: The camera is fully charged.
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Charging Time: It takes approximately 4-6 hours to fully charge the camera.
Check Router
If your router is not functioning properly or if you have recently modified the Wi-Fi settings, the camera may appear offline. Please check as follows:
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Check Router Status: Check whether your router is functioning properly by verifying that other devices, such as your phone, can connect to Wi-Fi successfully. If the router is not working, try restarting it.
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Check for Changes to Wi-Fi Name or Password: If your camera appears offline after changing your Wi-Fi name or password, please re-add the device to the app.
Check Wi-Fi Signal
Low or medium Wi-Fi signal strength may cause the camera to go offline. You can check the signal strength on the homepage or on the Camera Settings page.
To improve signal strength, consider the following tips:
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Position the camera as close to the router as possible.
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Minimize physical barriers that may interfere with the Wi-Fi signal, such as thick walls, bricks, ceramics, electromagnetic devices, large metal objects, or significant amounts of liquid.
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Use a Wi-Fi extender to enhance signal strength.
Note: A strong Wi-Fi signal does not necessarily guarantee a stable connection; it is simply an indicator of network quality. If the camera shows a strong signal but still appears offline, consider connecting to a different 2.4GHz Wi-Fi or router.
Check Phone's Network Connection
To ensure proper connectivity between your phone and the camera, consider the following tips and steps:
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Try refreshing the device list by pulling down on the app's homepage, then reconnect the device.
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Try switching your phone's network connection (e.g., from Wi-Fi to mobile data or vice versa) or connect to a different Wi-Fi network, to ensure that your phone has internet access and a stable connection, then reconnect the device.
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Check and ensure that network permissions are enabled for the app in your phone's settings.
Have Questions or Need Help?
If you need any further assistance or run into any issues, our support team is here to help:
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Phone Support: Need help right away? Call us at +1 (888) 831-8803 (Monday to Friday, 10 AM – 6 PM PT).
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Email or In-App Support: Have questions or need assistance? You can email us directly at support@kiwibit.com, or open the app and go to Account > Request Help to send us a message.
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Live Chat or Leave a Message: Click or tap the chat button at the bottom-right corner of this page. You can chat with us live when we're online, or leave a message if we're away — we'll get back to you as soon as possible.
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