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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 following:

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

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 icon
  • Enter your 4-Digit PIN
  • Make sure that the privacy mode 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:

Reboot your camera
  • Unplug your Ping and wait 30 seconds
  • Plug it back in
  • Give your camera time to reboot and for the light to turn 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 and the light turns back to red, you will need to delete and re-add the camera.

If the light is breathing white, 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

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

Reboot your camera
  • Unplug your Ping and wait 30 seconds
  • Plug it back in
  • Give your camera time to reboot and for the light to turn to solid white (During the reboot, the camera will go through a series of colored lights)

If the light is solid white, check the following:

Lower video quality
  • From the home screen of your panel, tap the camera icon
  • Tap your Ping
  • Tap the settings 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

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

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 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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