What to Do When Your Reolink Camera Stops Working
A Reolink camera that has suddenly stopped working can leave a worrying gap in your security. Whether it's completely dead, offline in the app, or failing to connect, the issue is usually caused by a few common problems related to power or connectivity. This guide provides a systematic, professional way to troubleshoot and fix your Reolink camera, using helpful second-person instructions and British English.
## Step 1: Troubleshoot the Power Supply
The first and most crucial step is to determine if your camera is receiving power. Without power, nothing else will work.
### For DC-Powered (Plug-in) Cameras
- Check the Outlet: Plug another device into the same power socket to confirm the outlet is working.
- Inspect the Power Adapter: Ensure the 12V power adapter is securely plugged into both the wall and the camera's power pigtail.
- Examine the Cable: Look for any visible damage, cuts, or frays along the power extension cable.
- Test with a Different Adapter: The power adapter itself can fail. If you have another compatible Reolink camera, swap the adapters. If the faulty camera powers on with the other adapter, you've found the problem and simply need a replacement power supply.
### For Power over Ethernet (PoE) Cameras
- Check the Ethernet Cable: Ensure the cable is securely clicked into place at both the camera's end and the NVR (or PoE switch/injector) end. The port's link lights should be illuminated or blinking.
- Inspect the Cable: Look for any damage to the Ethernet cable.
- Try a Different Port: Plug the camera's Ethernet cable into a different PoE port on your NVR or switch. If the camera powers on, the original port may be faulty.
- Test with a Short Cable: Try connecting the camera to the NVR using a short, known-good Ethernet cable. This bypasses any potential issues with the long cable run in your walls or ceiling.
### For Battery-Powered Cameras
- Recharge the Battery: The battery may simply be completely drained. Remove the battery (if possible) or connect the camera to a charger and let it charge for several hours.
- Check the Charger: Ensure the USB cable and power adapter you are using for charging are working correctly.
## Step 2: Address Network Connection Issues
If you've confirmed the camera has power but it still appears 'Offline' or shows 'Connection Failed' in the app, the problem is with the network.
### Reboot Your Network and Camera
A full reboot can often resolve temporary IP address conflicts or other network glitches.
- Power off your camera (by unplugging it).
- Power off your NVR (if you have one).
- Power off your Wi-Fi router.
- Wait 60 seconds.
- Turn on your router first and wait for it to fully connect.
- Turn on your NVR next (if applicable).
- Finally, power your camera back on.
### For Wi-Fi Cameras
- Check Your Router: Has your Wi-Fi password or network name (SSID) changed recently? If so, you will need to reset your camera and set it up again with the new Wi-Fi credentials.
- Signal Strength: A weak Wi-Fi signal can cause the camera to drop offline. If the camera is located far from the router, consider moving them closer or using a Wi-Fi extender.
## Step 3: The Factory Reset
If your camera has power but remains unresponsive and won't connect after a reboot, a factory reset is the final troubleshooting step.
Important: A factory reset will erase all your custom settings, including the password and network configuration. You will need to set up the camera from scratch, as if it were new.
- Locate the Reset Button: Find the small, recessed reset button on the camera. Its location varies by model but is often near the SD card slot or on the wiring pigtail. You will need a paperclip or the reset pin to press it.
- Perform the Reset: With the camera powered on, press and hold the reset button for 10-15 seconds.
- Listen for the Prompt: You should hear a voice prompt or see the camera's IR lights flash, indicating the reset was successful.
- Re-add the Camera: After it reboots, open the Reolink app and go through the initial setup process to add the camera back to your account.
If your camera still does not work after a factory reset, this strongly suggests a hardware failure. In this case, you should contact Reolink's official support team for warranty or repair options.