Are you having trouble connecting your phone/pc to the Reolink camera? Is your Reolink camera frequently going offline? This article provides troubleshooting tips to help you resolve these issues.
Applies to: All Reolink cameras.
Reolink Camera Keeps Going Offline
The screen shows the message “connection failed”, "device disconnected" or "video loss".
Fix Reolink Camera Offline Issue
1. Ensure the device is powered on. Check if the IR lights/spotlights are illuminated in darkness. If not, check the power supply, and consider testing with a replacement.
2. Ensure that the connection issue is not related to the phone/pc or the network connection, you can try the following steps:
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Switch Network Connections: Change the network connection on your phone or computer, for example, switch between Wi-Fi and mobile data.
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Switch Camera Stream Modes: Change the camera's clear and fluent modes:
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Switch Software Access: Use different software to access the camera, such as switching between the Reolink App and Client software, or use different phones/pc. Note: make sure to use the latest version of the Reolink APP/ Client.
If the issue is only related to the device accessing the camera, we recommend checking the VPN and some special settings on your phone/pc. For more special configuration options, please refer to: What to Do When Having Issues with Accessing Reolink Devices on a Specific Phone/PC.
3. Power cycle the camera and router.
4. For wired connection, please try changing an Ethernet cable or using another LAN port.
5. Perform a hard reset on the camera.
If the problem persists after going through the steps above, you may contact the Reolink Support Team. Submit a support request, providing all the details of the troubleshooting steps you've taken and the results.