Try the troubleshooting tips for Reolink Lumus listed below to see if they will resolve your issue. If not, you can go to the troubleshooting section to find solutions or contact Reolink Support for help.

  • The customized alarm sound is too small on the camera

    If you find the customized siren for the camera is too low, here are some possible causes: 
    Cause 1. Sound Input Being Small for Phone
    Solution: You may turn up your volume when customizing the siren. If it still sounds small, please check if the phone's function of receiving sound is OK by listening to recordings of your phone.
    Cause 2. Camera Being in a Noisy Environment
    Solution: You may try to listen to the siren sound somewhere quieter.
    Cause 3. The Speaker Sound of the Camera Being Too Small
    Solution: Set the default siren sound for the camera and then trigger the alarm of the camera to check if the speaker sound is too small.
    For more details, please refer to Customer Alarm Sound is Too Small on the Camera.

  • Low sound on the phone/computer when using two-way audio.

    If the sound coming from the phone is too low when you are using two-way audio, please troubleshoot from the below 2 points:
    Cause 1. The Volume of the Phone/Computer is Set to Low
    Solution 1:Turn up the sound on your phone/computer.
    Solution 2: Plug the earphone into the phone/computer. (You may turn on the earphone mode in the sound settings of your computer).
    Cause 2. Improper Settings on the Phone/Computer
    Solution: Try to change to another phone/ computer for a test.
    Please contact Support if the problem remains unsolved.

  • WiFi connection failed when setting up Reolink Lumus.

    If you hear "Connection to the Router failed" during the initial setup, it means the camera failed to connect to the router. Please follow this guide to troubleshoot the issue.
    Cause 1. The WiFi-SSID or password is incorrect.
    Solution: Please double-check and ensure the WiFi-SSID and password you entered in the Reolink app is correct.
    Cause 2. The WiFi-SSID or password you entered contains special characters.
    Solution: Please enter the SSID and password using characters from the English keyboard only. And check your SSID is within 31 characters.
    Cause 3. The WiFi configurations don't meet the requirements
    Solution: 
    a.     Please ensure that the router's frequency is 2.4 GHz. If you are using dual-band Wi-Fi, please disable the 5Ghz WiFi on the router to have a try.
    b. Change the encryption method of your Wi-Fi to WPA-PSK/WPA2-PSK on your router interface.
    c. Please disable MAC filtering on the router before setting up the camera.
    d. Please change the Wi-Fi Channel to 1/6/11, and then connect to the router to try again. 
    Cause 4. The camera is too far away from the router.
    Solution: Put your camera close to your router to ensure a strong Wi-Fi signal and set it up.  
    For more information, please check the article: wifi connection failed when setting up Reolink Lumus.

  • Motion Detection Sensor Misses Some Motions

    If the motion detection sensor fails to trigger any kind of alarm within the covered area (including, push, recording and email), please follow the troubleshooting tips listed below to solve the problem. There are several possible causes of the problem.
    Cause 1.  The motion detection settings are not proper.
    Solution:
    1. Please set up the motion detection zone and the time schedule.
    2. Please also adjust the Motion Detection Sensitivity higher.
    Cause 2. The Email Interval or Abnormal Push Notification on Android Phones.
    Solution: Please enable push, email, or see whether there are recordings saved to the SD card on the playback page.
    Cause 3. The Motion Detection sensor is not properly installed.
    Solution: Please change the camera to another installation site.
    If you need extra help with any of this, please contact our support team by submitting a request and sending some pictures of the installation and a screenshot of the living view.