Troubleshooting
The mobile app has stopped working
App failures usually follow a phone update, an app update or a changed internet connection at the premises. The recorder is normally fine and still recording. Reinstalling the app and re-adding the device resolves most cases without a site visit.
Try another network
Test on mobile data and on WiFi. Working on one and not the other tells you immediately whether the problem is the phone, the app or the recorder's connection.
Reinstall and re-add
App updates occasionally corrupt stored device settings. Removing and re-adding the recorder is quicker than diagnosing it and fixes most cases.
Check from another phone
If a second phone connects fine, the recorder and the internet are both working and the fault is on the first handset.
Why has my CCTV app stopped connecting?
Is my footage safe while the app is broken?
Yes. The app is only a viewer. Recording happens on the recorder and continues regardless of whether any phone can connect.
Do I need the recorder's password to re-add it?
Yes, which is why it is worth keeping somewhere safe rather than only in the app. If it has been lost, the recorder can usually be reset through the manufacturer's process.
Need this doing?
Security camera repair covers cameras showing no image, recorders that stopped recording, footage you cannot retrieve, and systems that lost remote viewing. Most faults are power, cable or configuration rather than a failed camera. Diagnosis is free, and we quote a fixed price before doing any work.
Security camera repair — what it costsRelated pages
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