Verizon Support
Customers With Disabilities
  • Services  

    Order Services

    See All Plans & Bundles

    Special Deals



    Current Customers

    Add or Change Services

    Renew or Change Bundle


    About FiOS

    FiOS Internet

    FiOS TV

    FiOS Digital Voice


    High Speed Internet (DSL)


    Home Phone

    Find out which Verizon services are available at your address.

  • My Verizon  

    Email & Calls

    Check Email

    Verizon Visual 411



    Bill & Payment

    View Bill

    Pay Bill

    Pay Final Bill

    Manage Auto Pay

    Manage Paper Free Billing

    My Services

    Add or Change Services

    Renew or Change Bundle

    Review Account

    Manage My Internet

    Manage My Voice


    My Rewards+

    Manage My Rewards+

    Refer a Friend




  • Support  

    Community help





    Search Support

    Connect with us

    Verizon on Facebook Verizon on Twitter Verizon on Google Plus Verizon on YouTube

  • Watch FiOS  

    Watch thousands of your favorite TV shows and movies On Demand and Live. Rent or buy your favorites and watch them on any device. Or, check what's on tonight and program your DVR. You can do it all!

    Watch Free TV & Movies



    Rent or Buy

    Set your TV Viewing Experience

  • Trending  

    Check out this personalized, real-time feed featuring the latest content and entertainment from around the Web including new headlines, sports, entertainment and more.

    News & Lifestyle

    Have a laugh, learn a trick and discover the awesomeness of FiOS. Explore FiOS Lounge today.

    FiOS Lounge





Verizon SignIn Alerts

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.

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.
Verizon SignIn Page

Sign in


for personalized, convenient support

Did you know?

Many equipment problems can be fixed in less than
5 minutes!

Make sure your equipment is plugged in and that the power is working in the rest of your house


My Verizon

Support Tools

Watch FiOS


  • Visual 411