Occasionally, your camera may go offline due to network connectivity. However, if your camera goes offline very often, you can try the following troubleshooting techniques.
1. Move your camera closer to your router.
2. Even if your camera is not too far from your router, there may be different materials (walls, floors, metal, concrete, plaster) that can block the WiFi signal. Minimize the number of physical obstructions between the camera and router.
3. Check for interference from other WiFi networks. Interference may be problematic when living in an apartment complex, where there are multiple networks operating on the same channel. Change the channel on your router. Please reference your router's user manual for changing channels. Your router must use the 2.4GHz frequency mode to be compatible with our cameras.
4. Check for interference from common household electronics. There are a variety of household appliances and devices (televisions, microwaves, baby monitors, cordless phones) which could cause wireless interference. Position your router a few feet away from these devices to improve your router's performance.
5. You may have insufficient bandwidth at home. This could be because you are using a lower tier broadband plan, or because you are consuming too much bandwidth (downloading/uploading files or streaming from your computer). If you are using multiple cameras or you are constantly using motion-triggered recordings, you may need to upgrade your broadband plan.
Tend cameras require at least 2 Mbps upload speed per camera. Our cameras will not work efficiently with DSL services or LTE hotspot routers.
6. Check for a firmware update. We will often release new firmware to improve the connectivity of the cameras. Make sure to always upgrade to the latest firmware through your iSecurity+ app or online at app.isecurityplus.com.
7. If you have more than one camera and one camera keeps going offline try to switch positions between where the camera is located and where a camera works well and see if the camera performs better in a different location. This will help you determine if the camera or the location is the issue.
8. Industry leaders recommend unplugging your router once a month for 30 seconds, then plugging it back in. This helps clear out any unnecessary stored cache that can bog down your network and cause the camera - as well as other devices- to not work properly.
9. We recommend factory resetting your camera once a month but do not recommend ever completely deleting the camera from the application. Deleting a camera removes any logs associated with the camera that can help us diagnose potential issues the camera is having.