Troubleshooting guide
Vivint Camera Offline: 7 Fixes in Order
A Vivint camera shows offline when it loses power or loses its connection through your home Wi-Fi to the panel; most cases clear with a 30-second restart of the camera, the panel, or the router. Vivint cameras need at least 2 Mbps of upload speed each, so a slow or unstable connection takes them offline too. This guide lists the 4 common causes, the 7 fixes in order, how to check signal strength, and when to book a technician.
Updated by thevivint.com, an independent Vivint Authorized Dealer.
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Why Vivint Cameras Go Offline
Vivint cameras go offline for 4 reasons: no power at the outlet or Wi-Fi bridge, a changed Wi-Fi password or new router the panel was never reconnected to, upload speed under 2 Mbps per camera, or a weak signal between the camera and the network.
7 Fixes, in Order
Work through these 7 fixes in order and check the app after each one; Vivint's support pages put the first 4 at 10 to 15 minutes in total.
Fixes:
- Check power: make sure the camera, or the Wi-Fi bridge for an Outdoor Camera Pro Gen 3, is plugged into a working outlet; test the outlet with another device.
- Restart the camera: unplug it, or its Wi-Fi bridge, for 30 seconds and plug it back in.
- Reboot the panel from its menu.
- Restart the router: unplug it for 30 seconds, along with any separate modem or extra routers.
- Reconnect the panel to Wi-Fi if you changed the password or replaced the router; the cameras follow the panel.
- Test upload speed and allow at least 2 Mbps per camera; 3 cameras need about 6 Mbps up.
- Delete the camera from the panel, factory reset it, and add it again.
Signal Strength
Signal strength decides whether a camera stays online: Vivint requires about -65 dBm at the door for the Doorbell Camera Pro, and outdoor cameras far from the router use a Wi-Fi bridge for that reason; the panel shows each camera's signal under its camera settings.
Outdoor Camera Pro models also need panel firmware 3.10.5 or newer. The Vivint cameras page lists each model's connection.
When to Book a Technician
Book a technician when the camera is still offline after all 7 fixes; the visit is free in the first 120 days after installation and $99 after that, and a return visit for the same problem within 60 days is free.
The Vivint warranty guide explains what the protection plan covers.
Frequently Asked Questions
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