The device is frozen-can’t retrieve the video

The device is frozen-can’t retrieve the video

I'm sorry to hear that your device is frozen and you're unable to retrieve the video. To resolve this issue, please try the following troubleshooting steps:


1. Restart the camera: Press and hold the sync button on the camera for 5 seconds to perform a restart. This may help unfreeze the device.

2. Confirm the status of the indicator light, and check whether the network is stable, please switch to SD mode to check whether there is outflow, we recommend that you place the camera as close to the router as possible.

3. Power cycle the device: Disconnect the camera from its power source and wait for about 1 min. Then, reconnect the camera to the power source. This can help reset the device and resolve any temporary issues.

4. Reset the camera: If the issue persists, you can try resetting the camera to its factory settings.

5. Check whether the firmware is the latest version.

To check this on the app, please tap the device in the device list to enter the device's control panel. Tap the button in the upper right corner to enter the device setting page. Tap device update.


If none of these steps resolve the issue and your camera remains frozen, it may indicate a hardware problem. They will be able to provide you with more specific troubleshooting steps or guide you through the repair or replacement process.

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