1. Please check the status of the indicator light first:

- If it is solid blue or flashing blue slowly, please refresh the home page on the EZVIZ APP to check whether the camera becomes online or not.

- If the indicator light is flashing red slowly, you can try the following two methods:

1) Please reboot your router as it may be experiencing connectivity and range issues.

2) Unplug your camera, wait for 10-30 seconds, then plug it back in to see if this solves the offline problem.

2. If the camera is still offline, you can try to reconfigure it by following the steps below:

- Connect your smartphone to your 2.4GHz home Wi-Fi network if your camera supports 2.4GHz only.

- Open your EZVIZ APP, tap the three-dot icon to enter the Device Settings page and tap the Wi-Fi button.

- Reset the device by pressing the reset button for a few seconds.

- Wait for a while, make sure the indicator light turns to flash blue quickly and tap Next.

- Check that your WIFI and password are correct. Then tap Next to connect to device AP.

- Please wait for the device to be configured and your device should be back online. 

If you see "Unable to join network EZVIZ_SN" (the SN of your EZVIZ camera) or if you cannot connect to the Device AP during network configuration, we suggest you reset your camera by pressing the reset button for 4-5 seconds and restart the setup procedure.

Before doing so, please make sure that

1. Make sure that you have turned off the cellular data on your phone.

2. Make sure your device is in configuration mode. You can easily tell if the camera is ready by checking if the indicator light flashes blue quickly.

3. When configuring the network, make sure that your EZVIZ device is close to your Wi-Fi router. We recommend that you keep the distance less than 1.5 meters.

If the problem persists, please try the following method:

1. If you are using iPhone 15 Pro or Pro Max, please try with a different phone model;

2. Please check if you can find a Wi-Fi starting with EZVIZ_XXXXXX (the SN of your EZVIZ camera) in the Wi-Fi list of your phone;

3. If yes, please check if you can connect it manually. The password for the device Wi-Fi should be "EZVIZ_verification code" (a 6-digit capital letter code that you can find on the device label);

4. After the connection, go back to the EZVIZ app to complete the network configuration.

The encryption password is the verification code of the camera by default which is located on the white sticker of your camera or for verified terminals, you may find it in camera settings > About/Device information > Device QR Code > Verification Code.

If you have forgotten your image encryption password, you can also decrypt images or videos via email or SMS. In the decryption pop-up, you will find it below the input field.

Alternatively, you can reset your camera by pressing the Reset button and the password will be reset to the original device verification code.

Step 1: On the login page, input the correct account and tap Forgot password? button 

Step 2: Tap Send to continue 

Step 3: Input the code in the picture to verify your account and then a 4-digit code will be sent to your registered email address or phone number 

Step 4: Input the 4-digit code you receive 

Step 5: Create your new password and tap Save to complete the process