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Here are some troubleshooting tips to try if your camera is offline.  

Before you start

  1. Check the power
    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.
  2. Reboot your camera
    1. Unplug the power cable from the power point
    2. Plug it back in
    3. Wait for the camera to reboot.  This may take a few minutes.
    4. 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.
  3. Reboot your hub
    1. Unplug the power cord
    2. Plug it back in it.

Really important!

Don’t factory reset your Smart Home Hub. You’ll lose all your automations and have to start from scratch.
If you’ve already reset your hub, call 13 22 00 and say Smart home support and our tech experts will help you set it up again.

  1. Reboot your modem
    1. Unplug the power cord
    2. Plug it back in it.
  2. Check the distance between the camera and modem
    We recommend that your camera is within 20 metres of your modem.
    To test the camera is within range:
    1. Move your camera closer to your modem
    2. Use the app to see if the camera has a stronger connection in the new location.
    Want to keep your camera in the original location?
    • 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.
  3. Make sure your hub is paired to your Wi-Fi
    Your hub may no longer be paired if:
    • You have a new modem
    • You’ve changed the name of your Wi-Fi or your Wi-Fi password.

      If you have changed modems, names or passwords, you’ll need to:

    1. Pair your hub to your new Wi-Fi network
    2. Add your camera to your new Wi-Fi network





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