Camera has suddenly gone offline and I can't reconnect - please help!

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Richard Rigg

• December 21, 2019 10:15

I have a camera system set up at my house using a DN81R. I use the annke vision app to view the cameras on my phone. This has been working fine up until recently - when I try and use the app it just shows the camera as offline. I have tried disconnecting / reconnecting the system, restarting the DVR etc to no avail. I had tried to follow all the guidance online, I've downloaded the SADP app but the device is not listed . When I reset the DVR the SADP very briefly showed a camera in the list but the IP address was 0.0.0.0 and then it disappeared. The cameras are all on...I can see the red infrared lights in the dark. It just seems that it's not connecting to the internet or the IP address of the camera has changed, but I can't locate it. I've followed tutorials to see a list of all devices connected to my router and then used each listed up address to try and connect via the annke app but this hasn't worked. I'm really struggling for what to do next and need to view my cameras. I'm a bit of a newbie so need all the help I can get. Thanks for reading

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  Andy

  • December 22, 2019 08:46

  Dear customer

  Could you please confirm if the ethernet port is light on you connected it to your router? If you can change another ethernet cable and router port for this system? 

  Please directly show your problem here, our support team will contact you in time
  https://help.annke.com/hc/en-us/requests/new

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  Richard Rigg

  • December 23, 2019 12:09

  Hi - I've tried a different cable and it still doesn't work. The connection light is on, on the front of the DVR

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  Andy

  • December 24, 2019 06:04

  Hi

  It is not the front LED, It is ethernet LED that shows the connection status, Please take a picture for us

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  Richard Rigg

  • December 24, 2019 09:44
  • Edited

  The LED light for the connection is on.

  https://imgur.com/a/iuC3aD6

   

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  Andy

  • January 08, 2020 07:26

  Hi

  I am really sorry to feedback you so late. Could you please directly show your problem here: our customer service to feedback you in time:

  https://help.annke.com/hc/en-us/requests/new

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  Wilton Lawrence

  • January 19, 2020 21:14

  

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  Wilton Lawrence

  • January 19, 2020 21:16

  Good Day, not getting connected

   

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