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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.


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

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

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

Reboot your camera
  • Press and hold down the doorbell for 10 seconds until the light turns yellow a second time
  • Give your camera time to reboot and for the light to turn back to solid white (During the reboot, the camera will go through a series of colored lights)

Reboot your panel network module
  • From the home screen of your panel, tap the menu icon
  • Tap 'General'
  • Enter your 4-Digit PIN
  • Tap 'Connectivity'
  • Tap 'WiFi'
  • Tap 'Reboot network module'
  • 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.


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

Check for panel WiFi connection
  • Go to your panel and check for a WiFi icon in the top right corner of the home screen
  • If you do not see it, click here to learn how to fix the problem
  • If you do see it, move on to the next step

Lower the video quality to increase streaming speed
  • From the home screen of your panel, tap the camera icon
  • Tap your Doorbell Camera
  • Tap the settings icon in the top right corner
  • Enter your 4-Digit PIN
  • Scroll down and tap 'Video Settings'
  • Use the slider to reduce the video quality

Do a panel WiFi speed test
  • From the home screen of your panel, tap the menu icon
  • Tap 'General'
  • Enter your 4-Digit PIN
  • Tap 'Connectivity'
  • Tap 'WiFi'
  • Tap 'Network speed test'
  • Tap 'Start test'
  • 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

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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