What do I do if my Telstra Smart Home camera is offline?
Here are some troubleshooting tips to try if your camera is offline, or if you receive a ‘camera communication error’ in the app. We’ve put them in the order we recommend that you try; once you’ve found which step resolves your issue, you can stop there.
Before you start
Make sure your hub is connected to the internet. If it’s not, see our article on Troubleshooting your Telstra Smart Home Hub for instructions on how to fix this.
This article is about resolving issues with cameras that are already paired. If you camera isn’t paired to your Telstra Smart home yet, see our articles on Pairing an Indoor Camera or Pairing an Outdoor Camera for instructions on how to finish your camera setup.
You’ll need to be home to troubleshoot this issue.
Important: Do not reset your Smart Home Hub; if you do, you’ll need to talk with one of our tech experts to get up and running again. In some instances, you’ll also need to re-pair your devices and re-create your automations. If you’ve already pressed the reset button on your hub, contact us and say “Smart home support”.
Restart the app
Hard close the Smart Home app by double tapping the home button and swiping up (iOS) or the overview button (square) button and swiping up (Android). Reopen the app and try again.
Make sure the camera’s power light is on
- On indoor cameras it’s the light on the left
- On outdoor cameras it’s the light on the back.
Reboot your camera
- Unplug the power cable from the power point
- Plug it back in
- Wait for the camera to reboot. This may take a few minutes.
- When the camera reboots the power and network lights will be green
- On indoor cameras they’re the lights on the left and in the centre
- On outdoor cameras they’re the lights on the back.
Reboot your hub
- Unplug your hub from the wall. Wait 30 seconds.
- Plug it back in
Reboot your modem
- Unplug the power cord
- Plug it back in
Make sure your hub is online
In your app, if your hub is offline, you will see a notification with a critical warning that your hub is offline. Most of your controls will be greyed and disabled, and you’ll see a notification dot in the upper left hand corner.
Most commonly, your hub is offline if you have changed modems, your Wi-Fi name or your Wi-Fi password. If this is the case, you’ll need to pair your hub to your new Wi-Fi network before you can resolve the problem with your camera.
Do you have a new modem or changed your home Wi-Fi name or password?
Once you’ve paired the hub to the new Wi-Fi (see above), pairing the camera is easy:
- Press the WPS button on the back of your camera for 1 second
- Within 2 minutes, press the WPS button on your modem (a light should blink).
Once complete, you should be able to start viewing your camera in the Smart Home app straight away.
Use a different phone or tablet to check your camera
Using a different mobile phone or tablet, try to view the camera. If you don’t have another mobile phone or tablet with the Smart Home app installed, you can test from the web portal on a PC: http://smarthome.telstra.com/portal
If you are able to view the camera using another device or the web portal, then it’s likely that it is the device you are using, and not the camera that is the issue. Some common steps to resolve this type of problem are:
- Reboot your phone/tablet
- Ensure your Smart Home app is up to date
- Uninstall and reinstall the app
- Ensure your phone/tablet has all of the latest operating system updates
- Another app or service may be interfering with the cameras ability to stream. You can uninstall apps or services that you believe may be causing an issue.
Try to take an image or video clip using the app or an automation
To take an image or video clip from the app, tap on the camera preview from My Place to load the camera page. From there, tap ‘Record video clip’ or ‘Take a picture’.
Note: These options may not load if the app cannot communicate with the camera. If that is the case, proceed to trying with an automation, below.
To take an image or video clip using an automation, you must have created one. Instructions to do so are here, if you don’t have one already.
If your camera is able to take video clips or images using the app or from an automation, then low bandwidth or interference within the home could be the cause of your issue. Some common steps to resolve this type of problem are:
- Ensure you have sufficient upload speeds to support camera streaming.
- Selectively turn off potential sources of interference, such as other Wi-Fi devices or appliances, and then check if you can stream from your camera via the app until you find one that may be causing an issue.
- Try moving the camera closer to the modem or plugging your camera directly into the modem (see below).
Check the distance between the camera and modem
Every home is different, but we recommend that your camera is placed within 20 metres of your modem.
To test the camera is within range:
- Move your camera closer to your modem. If necessary, unplug your camera to move it to a new location.
- Use the app to see if the camera has a stronger connection in the new location.
If you do see an improvement in the new location, but would rather keep your camera in the original location, you can either:
- Connect the camera to the modem using an ethernet cable and the splitter cable included in your Telstra Smart Home kit, or
- Use a Wi-Fi range extender.
If the above steps do not resolve the problem, then please contact us and say ‘smart home support’ to speak with one of our tech experts.
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