Here are some troubleshooting tips for Reolink App. You may check whether your app issues are listed below. If not, you may go to the Troubleshooting section to find suggestions for more issues or you may contact Reolink support for help.

  • Fail to connect camera/NVR after App updating.

    If you couldn't access your camera via the Reolink App after updating, please troubleshoot the problem according to the following steps.

    Please check if the problem only happens with the remote connection or both the remote and local connections.

    Failed to connect the camera via Reolink App locally:

    1. Please check whether you can connect the camera locally via Reolink Client. If yes, please

    • Reboot your phone/change to another phone to have a test.
    • Contact the support with the app version information and the System Status screenshot after you try to connect the camera: How to Check System Status via Reolink App

    2. If you also couldn't connect the camera locally via Reolink client, please refer to Fail to Connect Camera/NVR in LAN

    Successfully connect the camera via Reolink App locally, but failed to connect remotely:

    1. Please check whether you can connect the camera remotely via Reolink Client. If yes, please

    • Reboot your phone and connect it another network/change another phone to have a test.
    • Turn off the VPN on your phone if it's running on your phone 
    • Contact the support with the app version information and the System Status screenshot after you try to connect the camera: How to Check System Status via Reolink App

    2. If you also couldn't connect the camera remotely via Reolink Client, please refer to “camera/NVR failed to connect remotely".

  • Warning from the phone when installing the Reolink App.

    When installing the Reolink app, your phone prompts that it is insecure or threatening, please refer to the following causes:

    Cause 1: Unofficial Download

    Solution: Download the app in the app store or download center.

    Cause 2: False Warning

    Solution: 

    1. If the anti-virus app prompts unsafe and does not block the installation, you can skip the alarm and continue the installation.

    2. Contact the antivirus software vendor to add the Reolink app to the whitelist.

    3. Try to uninstall the current antivirus app and install other antivirus software that supports the Reolink app.

    4. If all anti-virus software stops the installation, please contact the Reolink support for further help.

  • Fail to install Reolink App on a cell phone.

    Cause: A mobile phone has installed the latest version of the Reolink App, but the user is trying to install the Reolink App with the old version of the installation package. The old version cannot overwrite the latest version, so an installation error will be displayed.

    Note: You can first find the version of the Reolink app or Reolink Client. And check which app version is older.

    Refer to:  How to Find out the Version of Reolink App

    One of the error example pictures is as below:

    failed app.png

     

    Solution: 

    1. Uninstall Reolink App with the latest version. Then install the old version one. 
    2. If there are errors other than the above one showing when you fail to install Reolink App on iOS or Android phones, you can also try the solution mentioned above. 

       

  • Fail to Scan Camera in LAN via Reolink App

    Note:  For battery-powered cameras, they don’t support to be added to App by scanning in LAN, they only can be added to App by scanning QR code on the camera or entering UID manually.

    For All Reolink Cameras and NVRs ( except for battery-powered cameras, E1 series and C series cameras), if you fail to scan camera in LAN via Reolink App,  here are some possible causes for your reference.

    Cause 1: The Camera isn't Powered on 

    Make sure the camera is powered on, you can cover the whole camera lens or put the camera in an entirely dark environment to check whether IR lights turn on.

    You can refer to the links,

    1. RLC Series Wireless Cameras Cannot turn on

    2. POE Cameras Cannot Be Powered on by POE NVR

    Cause 2: The Camera and the Phone don't Connect to the Same Network

    Make sure the phone uses the same network as the camera.

    Cause 3: The Camera Fails to Connect to the Network

    The lights of the port on the router/NVR/switch that the camera connects to flash normally.

    Cause 4: The Phone Settings Block Reolink App to Search out the Camera

    Disable VPN, anti-virus software and firewall.

    Cause 5: The Router Settings Block the Camera

    Disable VPN, firewall on the router.

    Cause 6: The Phone might have some Network Problems

    • Change to add the camera to App by scanning QR code on the camera or entering UID manually.
    • Change another phone for a check.

    Fail to Scan Camera in LAN via Reolink App

     

    For E1 series and C series cameras,  if you fail to scan camera in LAN via Reolink App,  here are some possible causes for your reference.

    Cause 1: The Camera isn't Powered on 

    Make sure the camera is powered on and connects to WiFi, you can check the status light on the front of the camera.

    You can refer to the links,

    1. E Series Cameras Cannot be Power on

    2. C Series Cameras Cannot be Power on​

    Cause 2: The Camera and the Phone don't Connect to the Same Network

    Make sure the phone uses the same network as the camera.

    Cause 3: The Phone Settings Block Reolink App to Search out the Camera

    Disable VPN, anti-virus software and firewall.

    Cause 4: The Router Settings Block the Camera

    Disable VPN, firewall on the router.

    Cause 5: The Phone might have some Network Problems

    • Change another phone for a check.
    • Change to add the camera to App by scanning QR code on the camera or entering UID manually.

  • Failed to Connect After WiFi Test via the APP

    If you’ve connected your camera to the WiFi successfully and finished the wifi configuration, but it can’t reconnect after you unplug the cable or move it to the place where you want to install, here are some causes and solutions of this issue:

    Cause 1. Failed to Save the WiFi Configuration

    Solution: Replug the cable to the camera to check and reconfigure the WiFi information on the WiFi setting page. Please remember to click OK to save the settings before you unplug the camera from your router.

     Note: Please refer to the instruction here

    Cause 2. Old Firmware

    Solution: Upgrade the latest firmware for the camera. 

    Note: How to upgrade the firmware, please refer to the instruction here

    Cause 3. Poor WiFi Signal

     Solutions:

    1. Fasten or reinstall the antenna.

    2. Install the camera in the position with a strong signal.

    3. The obstacle between the camera and router will weaken the wifi signal, please install the wireless camera to somewhere with fewer walls and obstacles in between with the router.

    4. Keep the wireless camera some distance away from appliances or electronic devices like a microwave, computer, wireless router, etc.

    5. Change another wifi channel.

    6. Install a wifi extender to strengthen the signal.

    Cause 4. No Power for the Camera

    Solution: If the socket where you want to install the camera cannot supply power to the camera, please check with another working socket.

     

  • Fails to Scan QR Code on Cameras/NVRs - Reolink App Troubleshooting.

    If you fail to use Reolink App to scan the QR code on the camera/NVR body, here are 3 possible causes for your reference.

    Applies to: All Reolink cameras and NVRs.

    Cause 1: The phone is not connected to the network.

    Please make sure the phone is connected to the Internet.

    Cause 2: The phone's network connection is not good enough.

    Please change to another phone for a check. 

    Cause 3: The phone cannot recognize the QR code on the camera body.

    Please try to enter the UID code manually.

    Please tap Enter and then manually type in the UID.

    QR-code.png mannual-login.png

  • Fail to Enable Smart Home Skill for Cameras on Reolink App.

    If you failed to enable smart home skill for your camera on Reolink App, please follow the instructions below to troubleshoot according to the error message you got.

    Cause 1. The Camera is not Listed in Smart Home Page.

    Solution:

    1. Your model doesn't support Smart Home.

    Below are the models and versions of the cameras that support Google Home and Amazon Alexa.

     Camera Type Supported Models
    Battery-powered camera Argus 2; Argus Eco; Argus Pro; Argus PT; Argus 3, Argus 3 Pro, Argus 2E, Argus PT 2K
    E series and Reolink Lumus E1, E1 pro, E1 zoom, E1 Outdoor, Reolink Lumus
    POE camera IP cameras with hardware IPC_513, 515 and 523128
    WiFi camera IP cameras with hardware IPC_513, 515, and 523128

    2.  The firmware of your camera is not supported.

    Please upgrade your camera to the latest version.

     

    Cause 2. Error Message "Failed to Set Up".

    Solution: 

    1. Check whether the camera is connected to the Internet by accessing the camera via 3/4G on the phone. Only when it has internet can it be linked to Smart Home.

    Note: if the camera cannot be accessed via 3/4G, please troubleshoot here.

    2. Check whether your phone has internet access. Please change a different network on the phone to try.

    mceclip0.png

     

    Cause 3. Error message: Operation failed. Bind error! Please Contact Customer Support.

    Solution:

    1. Check whether the camera has ever been bound to another account. If so, please log into another account and delete the camera from App to unbind it.

    2. Contact Reolink support with the camera UID and your Reolink account.

    mceclip1.png

     

    Cause 4. Error message: Operation failed. Device is bound to another account.

    Solution:

    1. Check whether the camera has ever been bound to another account. If so, please log into another account and delete the camera from App to unbind it.

    2. Contact Reolink support with the camera UID and your Reolink account.

    mceclip2.png