FAQ - EZVIZ SupportEZVIZ, support, support center, FAQ, frequently asked question, product support, Smart home, Surveillance, Security, IPC, Security Camera, IP Camera, Security Camera, Action Camera, , Action Camera, NVR, networkRead frequently asked questions about EZVIZ products and service.  <link rel="stylesheet" type="text/css" href="/static/theme/global/assets/css/response/base/common.css?ver=15767"><link rel="stylesheet" type="text/css" href="/static/theme/global/assets/css/pc/common/substation.css?ver=15767"><link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/fancybox/3.4.2/jquery.fancybox.min.css">     <link rel="stylesheet" type="text/css" href="/static/theme/global/assets/css/pc/pages/faq.css?ver=15767">    <div class="page"><div id="J_TopNav" class="nav__top"><div class="nav__top-wrapper"><div class="nav__top-background"></div><div class="nav__top-content"><span class="nav__top-title"><span> <a href="/en-us/">Support</a><div class="breadcrumbs"><span>&gt;</span><a href="/en-us/faq">FAQ</a><span>&gt;</span><a href="/en-us/faq/Existing Users/135">Existing Users</a></div></span></span></div></div></div><div class="page-faq"><div class="page-container"><div class="search faq-search"><span id="J_search-fire" class="search-icon yf yf-search" name="/en-us/search"></span> <input id="J_search-input" class="search-input" type="search" placeholder="Search Support" value=""> <span id="J_search-empty" class="search-icon yf yf-close hidden"></span></div><div class="results"><div class="results-tabs-outer"><div class="results-tabs">  <a class="results-tabs__item" href="/en-us/faq/New-Users/134">New Users</a>    <a class="results-tabs__item results-tabs__item_active" href="/en-us/faq/Existing-Users/135">Existing Users</a>    <a class="results-tabs__item" href="/en-us/faq/Software/137">Software</a>    <a class="results-tabs__item" href="/en-us/faq/Product-Features/136">Product Features</a>    <a class="results-tabs__item" href="/en-us/faq/Account/133">Account</a>    <a class="results-tabs__item" href="/en-us/faq/Cloud-Services/130">Cloud Services</a>    <a class="results-tabs__item" href="/en-us/faq/Device-Management/127">Device Management</a>  </div></div><div class="results-con"><ul class="results-items"><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/339" class="result-item__con-name" title="How can I initialize the memory Card Inserted into the camera?">How can I initialize the memory Card Inserted into the camera?</a><div class="result-item__con-info"><p>Log into the EZVIZ mobile app &gt; Tap on the serial number of the device to go into the settings page &gt; Scroll down and tap on Storage status &gt; Tap on memory card and initialize the memory card.</p>
<p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/327" class="result-item__con-name" title="How to deal with the system message “Device is offline”?">How to deal with the system message “Device is offline”?</a><div class="result-item__con-info"><p>1) Check the indicator lights on the device; ensure that the device is in configuration mode.</p>
<p>2) Ensure that your router is functional and can go online to the internet and ensure that you do not have multiple devices on your network.<br></p>
<p>3) If all the troubleshooting techniques listed above doesn’t resolve the problem, please delete the device from the account, reset the device and re-add the device to your account.<br></p>
<p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/340" class="result-item__con-name" title="How to Enable/Disable motion detection notification by APP?">How to Enable/Disable motion detection notification by APP?</a><div class="result-item__con-info"><p data-v-3508e4e0=""></p><p>1) Log into the EZVIZ account&nbsp;<br></p>
<p>2) Select the device you want to activate motion detection on<br></p>
<p>3) Click on the gear icon on the top right corner of the screen<br></p>
<p>4) Select Alarm Notification option<br></p>
<p>5) Enable/Disable the "Alarm Notification".<br></p>
<p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/333" class="result-item__con-name" title="How to set camera to 24/7 recording?">How to set camera to 24/7 recording?</a><div class="result-item__con-info"><p>Download the PC application, "EZVIZ Studio". Login into the account, go to device advanced settings, Click “Event-Schedule-Recording Schedule” and choose all-day recording template.</p>
<p>On supported models: you can set this feature up using the mobile app If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/328" class="result-item__con-name" title="How to download the recorded video clips?">How to download the recorded video clips?</a><div class="result-item__con-info"><p>You can manually record the video while in live view mode or playback mode. While in live view or playback mode &gt; Tap on the record icon to start the manual recording. Once the recordings have been completed, your video will be saved to “my album” on your EZVIZ mobile app.</p>
<p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/343" class="result-item__con-name" title="What are the differences among Smart Configuration, Sound Configuration, and AP Configuration?">What are the differences among Smart Configuration, Sound Configuration, and AP Configuration?</a><div class="result-item__con-info"><p data-v-3508e4e0=""></p><p>There are different methods of adding device for the first time. Setting up the device using the smart configuration or sound configuration mode, the status indicator lights will alternate between red/blue – indicating that the device is in configuration mode. Setting up the device using the AP configuration, the status indicator lights will continuously flash blue. You will also receive voice prompts in some models. Most new devices or devices with updated firmware versions support AP configuration mode. If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us<br></p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/346" class="result-item__con-name" title="What to do if alarm notification is not pushed in APP?">What to do if alarm notification is not pushed in APP?</a><div class="result-item__con-info"><p>1) Make sure the phone signal is fine</p>
<p>2) Make sure this function has been enabled in APP<br></p>
<p>3) Make sure the APP runs in background when alarm occurs<br></p>
<p>4) Make sure the EZVIZ APP is not blocked if you have anti-virus software installed in your mobile phone<br></p>
<p>5) Make sure push notification for EZVIZ APP has been enabled in phone setting<br></p>
<p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/336" class="result-item__con-name" title="How can I view the video recorded in SD Card?">How can I view the video recorded in SD Card?</a><div class="result-item__con-info"><p>Method 1: login into your EZVIZ account via EZVIZ app, click “Video History” in device live view page, and then select the recorded video you want to view in calendar page.</p>
<p>Method 2: Login into your EZVIZ account via PC application, the EZVIZ Studio, click “Video History” at the bottom left corner of device live view page.<br></p>
<p>Method 3: visit EZVIZ Web Cloud https://i.ezvizlife.com/user/userAction!displayUserInfo.action, and login into your EZVIZ account. Click “Gallery”, select a device to live view. Select a date and draw the time line below the screen.<br></p>
<p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/342" class="result-item__con-name" title="How to set device’s notification schedule in mobile app?">How to set device’s notification schedule in mobile app?</a><div class="result-item__con-info"><p data-v-3508e4e0=""></p><p>Login into your account using the EZVIZ mobile app, go to device settings page, Click “Alarm Notification &gt; Set Notification Schedule”. After setting the schedule, please make sure that the “Alarm Notification” is OFF and “Notification Schedule” is ON. The alarm notification will be enabled during the time you set.&nbsp;</p><p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us<br></p></div></div></li><li class="resuls-item"><div class="results-item__con results-item-no-img results-item__item"><a href="/en-us/faq/334" class="result-item__con-name" title="How to delete or remove a device from your EZVIZ account?">How to delete or remove a device from your EZVIZ account?</a><div class="result-item__con-info"><p>Follow the steps below to delete the camera from your EZVIZ account using your mobile app.</p>
<p>1）Log into the EZVIZ account</p>
<p>2）Tap on the image of the camera to open the "live view" page</p>
<p>3）From the top right corner, tap on the "gear icon image" to open the device settings page</p>
<p>4）From the top right corner of that screen, tap on "more" and tap on "Delete Device" and choose "OK"</p><p>If you require further assistance, visit our online community @ community.ezvizlife.com</p>
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<p>NOTE for CloudPlay Subscribers: &nbsp;If you are a CloudPlay subscriber the option to "Cancel Subscription" and/or "Delete Video Clips" &nbsp;store in the &nbsp;EZVIZ Cloud Storage service is also provided here.&nbsp;</p>
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<p>If you require further assistance, &nbsp;visit our online community @ https://community.ezvizlife.com/hc/en-us</p>
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<p>WARNING: &nbsp;By selecting the "Delete Video Clips" option here you will be deleting "ALL" video clips stored in the Cloud Service. These CAN NOT be recovered. &nbsp; &nbsp;</p></div></div></li></ul>  <div class="pagination"> <a class="prev" href="?page=2">Prev</a>   <a href="?page=1" class="">1</a>  <a href="?page=2" class="">2</a>  <a href="?page=3" class="current">3</a>  <a href="?page=4" class="">4</a>   <a href="?page=4" class="next">Next</a> </div> </div></div></div></div></div>  <script type="text/javascript" src="/static/theme/global/assets/js/pc/common/common.js?ver=15767"></script><script src="https://cdnjs.cloudflare.com/ajax/libs/fancybox/3.4.2/jquery.fancybox.min.js"></script> <style>
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