Sometimes the settings page on the Reolink device cannot be loaded, such as the detection page, detection area, etc. You may follow the steps below to troubleshoot the issue of failing to obtain configuration information.
Applies to: All Reolink devices.
Symptoms of Reolink Failed to Obtain Configuration Information
If you cannot access the camera settings/configuration/device information page (as shown in the picture below), follow the steps below to troubleshoot the issue:
Troubleshooting for Failure Loading Configuration Information
1. Switch networks and devices:
- Switching phones and computers to ensure the issue is not related to the devices.
- Switching 'Clear' and 'Fluent' streams to confirm that the problem is not related to the network connection status: How to Change Stream Mode in Live Viewing
- Switching mobile data and other Wi-Fi to make sure the issue is not related to the network.
2. Compatibility between NVR and cameras (For NVR users):
- Make sure that the NVR is compatible with the cameras: Introduction to Hardware Versions of Reolink NVRs
- If they are not compatible, it's recommended not to add the camera to the NVR and use it independently.
- If they are compatible, please upgrade it to the latest firmware version. Refer to the next step to take the troubleshooting.
3. Upgrade to the Latest Firmware Version: Here is a link to help you Reolink Firmware Update Guide
4. Restore or reset the camera: If the above steps don't help, please restore it How to Restore Reolink Products or reset it How to Hard Reset Device by Pressing the Reset Button
If you have tried all the above solutions and are still the same, please contact the Reolink Support team