Annke Sight: How to Troubleshoot Cameras Frequently Going Offline?

Apply to: N54WHF + I81BM, I81BM, I81BV, I51GV

Purpose: If your camera repeatedly goes offline in the mobile app, cannot display live video, or only reconnects after being restarted, please follow the steps below to troubleshoot the issue.

Step 1: Check Whether the Camera Is Sleeping or Offline

Please note that battery-powered cameras have a built-in sleep mode to conserve battery power. Sleep mode does not necessarily mean the camera is offline. First, try triggering the camera's motion detection and check whether it wakes up and reconnects normally. Also, check the camera's battery level, as a low battery may affect its normal operation.

If the camera does not wake up or reconnect after motion is triggered, continue with the troubleshooting steps below.

Step 2: Check the Wireless Connection

An unstable wireless connection may cause the camera to disconnect intermittently. Please follow the instructions below according to your camera setup.

If your camera is connected to an N54WHF home base:

1. Make sure the camera is within a suitable wireless range of the N54WHF home base.
2. Check whether walls, furniture, or other obstacles between the camera and the home base may be weakening the wireless signal.
3. If only one camera is affected, try moving it closer to the N54WHF or adjusting its position to see whether the connection becomes more stable.
4. Monitor the camera to check whether it continues to go offline.

If you are using a standalone Wi-Fi camera:

1. Make sure the camera is within a suitable range of your Wi-Fi router.
2. Check whether walls or other obstacles may be weakening the wireless signal between the camera and the router.
3. If possible, move the camera closer to the router and observe whether the connection improves.

Step 3: Reset the Affected Camera

If the issue persists after checking the wireless connection, please try resetting the affected camera to its factory defaults and then reconnecting it to the N54WHF home base or mobile app, depending on your setup.

After completing the setup, monitor the camera to see whether it remains connected.

For I81BM/I81BV camera:

For I51GV camera:

Step 4: Test the Camera in a Different Location

If the camera continues to go offline, try swapping the affected camera's location with that of another camera that is working normally, if possible.

After swapping their positions, observe whether the issue follows the affected camera or remains at the original location.

• If the issue follows the camera: This may indicate a problem with the camera itself.
• If the issue remains at the original location: The wireless signal, surrounding environment, or installation position may be contributing to the problem.

This test can help narrow down the possible cause.

If the camera still frequently goes offline after completing the troubleshooting steps above, please contact ANNKE Technical Support at support@annke.com and provide the following information:

• Affected cameras: Confirm whether the issue affects all cameras or only one specific camera.
• Connection environment: Let us know whether the camera is connected to an N54WHF home base or used as a standalone Wi-Fi camera. Please also provide the approximate distance between the camera and the home base or router.
• Troubleshooting results: Tell us whether changing the camera's location, testing another compatible power adapter, or resetting the camera made any difference.

This information will help us identify the likely cause and determine the appropriate next steps.