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Camera is Offline

If your Vivint Doorbell Camera shows as offline on your mobile app, online account, or panel there are a few quick things you can do to help diagnose the problem.

First, ring your Doorbell.

No Light


If there is no light, it's not receiving power. Do the following:

Check for power
  1. Make sure your Doorbell Camera is securely attached
  2. Go to your breaker box and make sure the switch to your doorbell is turned on
  3. If you are unable to restore power to your Doorbell Camera, contact one of our Smart Home Specialists for additional support

Yellow Light


If the light turns yellow when pressed, do the following:

Reboot your Doorbell Camera
Watch the following video or scroll down for step-by-step instructions.


  1. Press and hold the button.
  2. The light will cycle through different colors. Once the light turns yellow a second time, release the button.
  3. The light will stay yellow upon release. Wait for the light to turn white.

Once the light has turned solid white, the reboot is complete.

Reboot your panel network module
  1. From the home screen of your panel, tap the Menu icon
  2. Tap General
  3. Enter your 4-Digit PIN
  4. Tap Connectivity
  5. Tap WiFi
  6. Tap Reboot network module
  7. Wait a few minutes for the reboot and then test your camera

If rebooting doesn't resolve the issue, you will need to factory reset the camera.

White Light


If the light turns off when pressed, do the following:

Check the WiFi Connection
  1. From the panel, check for a WiFi icon in the top right corner of the home screen
  2. If you do not see it, click here to learn how to fix the problem
  3. If you do see it, move on to the next step.

Lower the streaming speed
  1. From the home screen of your panel, tap the Camera icon
  2. Select the Device.
  3. Tap the Settings icon in the top right corner
  4. Enter your 4-Digit PIN
  5. Scroll down and tap Video Settings
  6. Use the slider to reduce the video quality


Note: This affects your live video quality, your recorded video quality will be the same.

Do a panel WiFi speed test
  1. From the home screen of your panel, tap the Menu icon
  2. Tap General
  3. Enter your 4-Digit PIN
  4. Tap Connectivity
  5. Tap WiFi
  6. Tap Network speed test
  7. Tap Start test
  8. Make sure that you have at least 2 MBPS of upload speed per camera in your home. If you do not, you will need to upgrade your home router or contact your internet provider for faster speed

Reboot Your Router
  1. Unplug your router
  2. Wait 30 seconds
  3. Plug the router back in
  4. Wait five minutes and then check the live feed of your camera

If you are unable to view your camera after following the steps above, contact one of our Smart Home Specialists for additional support.

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