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Camera Offline

If your Vivint Ping™ camera shows as offline on your mobile app, online account, or panel, the LED light can help you identify and troubleshoot the issue.

Note: It's easiest to troubleshoot when your Ping is right next to your control panel. Walk your Ping to your panel and follow the instructions below.

First, check the light on your Ping.


If the light is off, do the folowing:

1 Check camera power
  • Make sure your camera is plugged in.
  • Try plugging the camera into a different outlet.
  • Make sure the switch for the outlet in your home's breaker box is turned on.
2 Make sure the light is turned on in the settings
  • From the home screen of your panel, tap the Camera icon.
  • Tap your Ping camera.
  • Tap the Settings gear in the top right.
  • Enter your 4-Digit PIN.
  • Make sure that the Privacy Mode button is toggled to Off and the Status light is toggled to On.


If the light is red, the Ping is not connected to the panel. Do the following:

1 Reboot your camera
  • Unplug your Ping and wait a full 30 seconds before plugging it back in.
  • Your camera will reboot, cycling through a series of colored lights. When complete, the light will turn to solid white.
2 Reboot your panel network module
  • From the home screen of your panel, tap the WiFi icon in the upper right.
  • Enter your 4-digit PIN.
  • Tap Reboot network module.
  • Wait a few minutes for the reboot to complete, then test your camera.

If rebooting doesn't resolve the issue and the light turns back to red, you will need to delete and re-add the camera.


If the light is breathing (slowly blinking) white, do the following:

1 Check for panel WiFi connection
  • Go to your panel and check the WiFi icon in the top right corner of the home screen.
  • If there is a slash through it, click here to learn how to fix the problem.
  • If there isn't a slash through it, move on to the next step.
2 Reboot your panel network module
  • From the home screen of your panel, tap the WiFi icon in the upper right.
  • Enter your 4-digit PIN.
  • Tap Reboot network module.
  • Wait a few minutes for the reboot to complete, then test your camera.
3 Reboot your camera
  • Unplug your Ping and wait a full 30 seconds before plugging it back in.
  • Your camera will reboot, cycling through a series of colored lights. When complete, the light will turn to solid white.


If the light is solid white, check the following:

1 Lower Video Quality
  • From the home screen of your panel, tap the Camera icon.
  • Select your Ping Camera.
  • Tap the Settings gear icon in the top right corner.
  • Enter your 4-Digit PIN.
  • Scroll down and tap Video settings.
  • Use the slider at the top to lower the video quality to improve live feed speed.
  • Check the live feed in the app to see if the live feed loads.
2 Check for panel WiFi connection
  • Go to your panel and check the WiFi icon in the top right corner of the home screen.
  • If there is a slash through it, click here to learn how to fix the problem.
  • If there isn't a slash through it, move on to the next step.
3 Reboot your panel network module
  • From the home screen of your panel, tap the WiFi icon in the upper right.
  • Enter your 4-digit PIN.
  • Tap Network speed test.
  • Tap Start test.
  • Wait for the test to complete and review your results. You should have at least 2 MBPS of upload speed 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, talk to one of our Smart Home Specialists.

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