This article describes what you can do if the camera does not work properly. This article consists of the following topics:

  1. The camera does not start or is frozen (Offline)

  2. The camera does not connect (Offline)

  3. The camera does not show an image


1. The camera does not start or is frozen (offline)

If the camera does not start or crash, you may need to force the camera to restart. The recordings and settings on your camera will not be erased when there is a forced restart. If you experience these problems, follow these steps;

  • Make sure you are using the original power adapter and that the status light of this adapter is green. If the status light is not on, it may be that your adapter is defective or that it is not supplied with power. Make sure everything is properly connected and not dirty or damaged.
  • Remove the adapter from the camera from the wall socket and wait for 10 seconds. Then place the adapter back in the wall socket. Check whether the camera makes a clicking sound within a minute. This indicates that the camera is starting up.
  • When using a 'POE Switch' with POE camera (C735IP or C933IP), restart the POE Switch and check whether it complies with the 802.3af standard.

If the camera still does not start up

If you have checked the above and the camera does not start yet. Then consult the following article; ' Reset the camera'.



2. The camera does not connect (offline)

If your camera starts up but is still unavailable via the app (status: Offline) you can perform the possible solutions below.

I use my camera via Wi-Fi

  • Check that your phone has a connection to the internet.
  • Restart the 'HomeWizard Cameras'-app
  • Check whether the set Wi-Fi network of your camera is still connected to the internet. If not, restart your router and / or consult your Internet service provider.
    • With the models CIP-37210 , C735IP, C933IP, the status indicator lights red if the camera does not have an Internet connection. If the status indicator flashes red / white, the camera is in pairing mode and you need to reconnect the camera to the internet. If this does not work, consult the following article; ' Reset the camera'.
  • If possible, connect your camera to the router with a network cable and check whether the camera becomes online. 
    • If it comes online and you want to configureit back on the Wi-Fi, follow the steps below.
      1. Open the 'HomeWizard Cameras'-app
      2. Go in list view-list and open the 'Options' of the camera.
      3. Press on 'Wifi'
        • Select Wi-Fi to reset your Wi-Fi network to the camera.

I use my camera via the network cable

  • Restart the 'HomeWizard Cameras'-app
  • Check whether the network of your camera is still connected to the internet. If not, restart your router and / or consult your ISP (Internet Service Provider) .

If the camera still does not connect

If you have checked the above and the camera does not start yet. Then consult the following article; ' Reset the camera'.



3.The camera does not show an image

If your camera starts up and connects (status in the app is not Offline) then your camera can be connected to but there is another problem.

App indicates 'Connection Error' or 'No stream available'

The camera does not respond or incorrectly to communication with the app..

  • Restart the 'HomeWizard Cameras' -app and check whether your smartphone is connected to the internet.
  • It is possible that the connection to the camera is unstable. Check whether your smartphone has sufficient range and whether the Wi-Fi signal to the camera is sufficient.
    • You can check this in the app.
      1. Open the 'HomeWizard Cameras'-app
      2. Go in list view-list and open the 'Options' of the camera.
      3. Than press on 'Wifi'
        • Check the range of your selected Wi-Fi network (at least 3 dashes are recommended)

The camera still does not show a picture

If you have checked the above and the camera does not start yet. Then consult the following article; ' Reset the camera'.



Need more help

Did you go through all of the steps mentioned above and you still could not add your camera; Then contact our technical support desk.