When your Reolink camera keeps going offline or displays error messages such as "Connection Failed," "Device Disconnected," or "Video Loss," it can be quite frustrating. This guide aims to answer “Why is my Reolink camera offline” and provide comprehensive troubleshooting steps to help you resolve these problems effectively.
Applies to: All Reolink cameras.
Step-by-Step Troubleshooting
1. Verify Device Power Status
Ensure that your Reolink camera is properly powered on. One way to confirm this is by checking if the IR lights or spotlights illuminate in low-light conditions. If they do not light up, inspect the power supply and consider testing with a different power source.
2. Rule Out Network and Device-Specific Issues
Before delving deeper into camera-specific solutions, ensure that the issue is not caused by your network connection or the device (phone/PC) used to connect to the camera. Try the following:
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Switch Network Connections: Test the connection by switching between different Wi-Fi options or mobile data on your phone, or by connecting your PC to a different network.
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Change Camera Stream Modes: Switch between the camera’s clear and fluent stream modes to see if it improves the connection stability, especially if your network speed is variable.
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Use Different Access Software: Attempt to connect to the camera using alternative software, such as the Reolink App versus the Client software, or try using a different phone or PC. Always ensure you are using the latest version of the Reolink application or client software.
For issues specific to certain devices, review any special configurations like VPN settings that might interfere with the camera connection. Refer to our guide on What to Do When Having Issues with Accessing Reolink Devices on a Specific Phone/PC for detailed instructions.
3. Restart Your Devices
Perform a power cycle by restarting both your camera and your router. This simple step often resolves temporary glitches that may cause connectivity issues.
4. Inspect Physical Connections
For cameras connected via Ethernet:
- Replace Ethernet Cable: Sometimes, a faulty cable can disrupt the connection. Try using a different Ethernet cable to rule out this possibility.
- Test Another LAN Port: Connect the camera to a different LAN port on your router to see if the issue persists.
5. Reset Your Camera
If the above steps do not resolve the issue, perform a hard reset on your camera. This will restore the camera to its factory settings, so be prepared to reconfigure it according to your needs.
By methodically working through these troubleshooting steps, many common Reolink camera offline issues can be resolved. Keeping your software updated and maintaining a stable network connection are key to ensuring smooth operation. Should you require further assistance, the Reolink Support Team is here to help.
Contacting Support
If you continue to experience issues after following these troubleshooting steps, 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 issue more efficiently.