Reolink WiFi Cameras Prompt "Connection to the Router Succeeded" But Cannot Be Accessed on the App/Client

Reolink WiFi cameras might prompt "Connection to the Router Succeeded" but fail in the Reolink App/Client. This article provides troubleshooting steps to resolve access issues.

Applies to: All Reolink Battery-Powered WiFi Cameras, E1 outdoor, E1 outdoor Pro, E1 Zoom, E1 pro, E1, TrackMix WiFi, Reolink Doorbell WiFi, FE-W, and Reolink Lumus. 

Symptoms of Camera Reports a Successful Connection but Access Fails

After the camera scans the QR code from the mobile app, it announces "Connection to the Router Succeeded," but the Reolink App/Client shows "Connection Failed", "initialization failed" or "Reolink failed to obtain configuration information" when adding the camera.

Fix Access Failed Issue

1. Ensure cameras with external antennas have the antennas properly installed and tightened.

2. Verify the camera's location has good network signal; use your phone to check that the signal is at least three bars.

3. Switch your phone or computer network; for example, try changing the phone's Wi-Fi to mobile data.

4. Try using a different configuration device. For example, if configuring via the Reolink phone App, test with a Reolink computer Client instead. Vise versa.

5. Restart both the router and the camera, then test the connection again.

6. Connect camera to a mobile hotspot or another router's Wi-Fi; refer to How to Connect Reolink Cameras to Phone's Hotspot.

7. For cameras with an Ethernet port (e.g., E1 series, TrackMix WiFi, Video Doorbell WiFi, FE-W), try connecting directly to the router with an Ethernet cable. If the App/Client can connect and access the camera, then attempt to configure Wi-Fi. Refer to How to Initially Set up WiFi Cameras via Reolink App (With LAN Port and Voice Prompt), particularly the “2. With a Network Cable Connection” section.

8. If possible, access the router settings and disable special rules such as broadcast blocking or port forwarding. If unsure how to proceed, contact your router’s provider for assistance.

9. For doorbell cameras showing network connection failures, check the power supply. Use the original adapter if possible; if not, ensure the adapter is 24V DC or 12-24V AC. For transformers, it should be 16V AC, 50/60 Hz, 30 VA. If using existing wiring, connect with a jumper wire. Refer to How to Install Reolink Video Doorbell Cameras to the Existing Doorbell Wiring for details.

If the issue persists after following the above troubleshooting steps, please provide the following information when contacting Support:

1. The specific model and number of cameras.

2. A screenshot of the App or Client version you are using, and specify the country where the camera is located. For guidance, see How to Find out the Version of Reolink App or How to Find out the Version of Reolink Client (New Client).

3. If you hear a voice prompt indicating successful connection to the router but the App/Client fails to connect to the camera, please describe the color and behavior of the camera’s status light. If the camera does not have a status light, please ignore this step.