My Reolink camera connects to my Internet but won't connect to my phone/PC. 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

Camera scans the Wi-Fi QR code from the mobile App/PC Client, 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.

If your camera is not experiencing this issue and is reporting ”connection to the router failed“ or other voice prompts, refer to Introduction to the Voice Prompt of Reolink Wi-Fi Cameras to find the corresponding voice prompt for troubleshooting.

Fix Access Failed Issue

Identify the Source of the Problem

Confirm whether the issue is with the camera, the accessing device, or the Reolink software.

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

2. Use a Different Software: If configuring via the Reolink phone App, test with a Reolink computer Client instead, and vise versa.

If the issue is related to the accessing device, please confirm:

1. Version Check: Ensure the Reolink App/Client is up-to-date.

2. Device Settings and Network: Check the device settings and network connection What to Do When Having Issues with Accessing Reolink Devices on a Specific Phone/PC.

If the issue is related to the camera, please confirm the following two parts:

  • Camera-Related Settings Check

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

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

    3. Restarting Devices. Restart both the router and the camera, then test the connection again.

    4. Wired Connection. 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.

    5. Power Supply Check for Doorbell Cameras. 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 your doorbell camera flashes a white light, it means the camera is not connected to the Internet. Please check the "related articles" part to troubleshoot the issue.

  • Router Settings Check and Comparison Test

    This step is used to determine whether the issue is related to the network.

    1. Inspect Router Configuration. 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.

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

    If there are multiple cameras and only one is experiencing issues, it is recommended to disconnect the other cameras for testing and keep only the problematic camera connected to see if the issue persists.

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.

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