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Camera is Offline

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

First, check the light on your indoor camera.


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

If the light is green, do the following:

Make sure your camera is within 50 feet of your panel

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

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

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 the light is any other color, do the following:

Wait 30 minutes

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

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

For Go!Control Customers, your cameras connect directly to your router, not the panel. Click here to learn how to reconfigure your camera to your router

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