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Home Control: Choose your service

Camera Feed and Recording Issues

Review the following fixes for issues with your camera's feed (also called live-streaming) or camera recordings.

 

Back to Camera Troubleshooting Tips

Camera Feed Issues

______________________________________________________________________

 

 

I'm experiencing this: Possible Fixes:

I see an Unable to load image message


I see a Device Offline message

Disconnecting/reconnecting power and Ethernet cords solves most camera streaming issues.

Connect and re-connect Ethernet and Power cords
  1. Unplug your Ethernet and Power cord.
  2. Wait 1 minute.
  3. Plug your Ethernet and power cords back in.
  4. Attempt to view camera feed from your computer, smartphone or FiOS TV .
Need help locating the Ethernet and power cords?

Review the camera installation guides:
Indoor Camera Installation Guide pdf image
Outdoor Camera Installation Guide pdf image
Pan and Tilt Camera Installation Guide  pdf image

Camera streaming is unavailable

(Web site and smartphone)
Another person might be accessing the camera from another computer or smartphone. Cameras are only accessible by one person (and browser session) at a time. Note: This situation does not occur if another user is viewing the same camera from FiOS TV. The FiOS TV camera feed works independently from the Web site or smartphone feed.

 

A camera recording may be in progress. If a camera is currently recording, the live-streaming will not be available until recording is complete.

 

You might have too many browser sessions open. Live-streaming for one or all cameras is only available from a singe browser session. For example: If you are viewing a camera, open a new browser session to view another camera (or the same camera), the camera will not be accessible.


(FiOS TV)
Your FiOS TV set-top-box may not be connected to the same Internet router as your Gateway and camera. If these devices are not connected to the same internet Router, you will not be able to view live camera video from your FiOS TV.

 

I see Privacy Is Enabled message.
(From computer, smart-phone or FiOS TV)
The cameras are equipped with a Privacy button that, when pressed, will disable your viewing of streaming video from the camera. To disable privacy, press the privacy button on the camera to enable streaming video from your camera. Note: The Privacy button is only available on the physical camera and not on the Web site, mobile app or FiOS TV app.

 

Camera Recording Issues

________________________________________________________________

If you are having issues with recording motion from your camera, follow these troubleshooting steps:
  1. Make sure you created a mode to trigger recordings. Camera recordings are triggered by motion, such as a door or window opening. A mode is a program you create that tells the camera when and where in your home to record motion. If you don’t create a mode, you can view live-streaming video from the Home Monitoring Web site, FiOS TV or smartphone, but it won’t record motion unless you create a mode that triggers the camera to record.

    Next Step: Create a camera recording mode 
     
  2. Check your camera motion-detection settings. A camera records according to the motion-detection settings you specify from the Home Monitoring and Control Web site. To view the motion-detection settings, login to the Home Monitoring and Control Web site, select Device Settings, click the camera and click Motion Detection.

    Confirm these settings:
    • Motion Detection button: Select ON. If it is OFF, your camera will not record if motion occurs in the room. Note: When you create a mode that runs when a camera detects motion, the camera’s motion detection settings should be automatically set to ON.
       
    • Motion Detection area: Make sure the Motion Detection box outlines the area you want to monitor. Use the mouse arrow to make the motion detection area bigger or smaller. If motion occurs inside the motion detection box, your camera will begin.
       
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