Sometimes, the Reolink Support Team may need to collect system status information from your App to analyze device connection or other concerns. Please note that this information is not meant for customers to troubleshoot on your own, but it helps our technical team better identify the cause.
Applies to: All Reolink products.
Step 1. Reproduce and Check System Status
Reproduce the situation first. If your device cannot connect, try tapping the device in the App to reconnect before checking the System Status. Then open Reolink App and go to Me > About > System Status.
Step 2. Capture and Share System Status
Take a screenshot of the System Status page and send it to the Reolink Support Team if requested.
If you are experiencing connection difficulties, you can refer to the following guides to help resolve the situation:
- Troubleshooting Guide: Resolving Reolink Camera Offline Issues
- Troubleshooting Guide: Resolving Reolink NVR Offline Issues
- Reolink Home Hub Offline Help
Contacting Support
If you continue to experience the same situation after following these troubleshooting articles, do not hesitate to contact the Reolink Support Team. When submitting a support request, include detailed information about the troubleshooting steps you have taken and the outcomes. This information will assist the support team in diagnosing and resolving your concern more efficiently.