This FAQ applies to these cameras:

Like other parts of your security system, the cameras can be affected by connection problems on and outside the premises, as well as simple issues like AC power failure.

Camera performance can be affected by heat and dust, but such environmental factors are less likely to disrupt service completely.

Things to check in case of camera trouble

Power connections

Is the camera plugged in (and plugged in firmly)? It’s a good idea to check these places:
  • Where the camera’s power supply is plugged into the wall socket or other AC outlet
  • Where the power supply is connected to the camera itself
  • If your setup uses a power extension cable, make sure it’s connected at both ends
If the power connection is loose, restore it and  remember:

When power is restored, it will take a few moments for the camera to reboot.

Is the camera in Privacy mode?

If the camera is in Privacy mode, you won’t be able to view its stream on the apps or the website. Recordings will not be triggered by motion or sound detection, nor can video recording and still pictures be triggered manually.

You can change this setting in the apps, as seen here…


…and on the website, as seen here:

Privacy mode does not  affect the camera’s Power or Wi-Fi connectivity, so the camera should work again as soon as Privacy mode is switched off.

Has the camera been deleted accidentally?

On the apps and the website, each camera’s controls include the red text button DELETE CAMERA. If touched or clicked accidentally, any camera be deleted from your system with just a couple of touches or keystrokes.


What does the status LED on the camera say?

On these cameras, a single LED on the front indicates the device’s connection status:    
  • Steady green: Connected to Wi-Fi and operating
  • Blinking green: Attempting connection to Wi-Fi. In some circumstances, the cameras will automatically try to re-establish connection if it is lost
  • Blinking red: Not connected to Wi-Fi
Note that the status LED is not affected by the Privacy switch or deletion of the camera from your account. The Status LED indicates only the condition of the camera’s Wi-Fi connection.

If your camera isn’t working, try the reset process described below.

If resetting the camera(s) doesn’t work, there may be trouble elsewhere in your setup. Contact your security professional for assistance.

Camera Reset Instructions

For more detailed instructions, consult the documentation that came with your camera.

Indoor cameras WIC1 and WIC2

On both of our indoor cameras, you’ll find the Reset switch on the back of the device.
  • Click the Reset switch with a paper clip
  • Hold it for 15 seconds
  • Release the switch.
When rebooting, the indoor cameras will sound the same notification tone they made during setup. (It’s unmistakable even if you're not familiar with it.)

Outdoor cameras WOC-1 and WOC-2

Find the camera's Reset switch on its breakout cable.

  • Reset the Wi-Fi connection by pressing and holding the Reset switch until the LED on the camera starts blinking white.
  • Release the Reset switch immediately after the LED starts to blink.
  • The outdoor camera has no speaker, so keep an eye on the app to see when the camera has finished rebooting.