Hold the reset button for 5-10 seconds and wait for the prompt informing you that the device has been reset successfully. Some cameras will not give you the prompt; however, wait for 1-2 minutes for the indicator lights to flash blue. Generally, reset takes about 1-2 mins.

1. Please check the status of the indicator light first:

- If it is solid blue or flashing blue slowly, please refresh the home page on the EZVIZ APP to check whether the camera becomes online or not.

- If the indicator light is flashing red slowly, you can try the following two methods:

1) Please reboot your router as it may be experiencing connectivity and range issues.

2) Unplug your camera, wait for 10-30 seconds, then plug it back in to see if this solves the offline problem.

2. If the camera is still offline, you can try to reconfigure it by following the steps below:

- Connect your smartphone to your 2.4GHz home Wi-Fi network if your camera supports 2.4GHz only.

- Open your EZVIZ APP, tap the three-dot icon to enter the Device Settings page and tap the Wi-Fi button.

- Reset the device by pressing the reset button for a few seconds.

- Wait for a while, make sure the indicator light turns to flash blue quickly and tap Next.

- Check that your WIFI and password are correct. Then tap Next to connect to device AP.

- Please wait for the device to be configured and your device should be back online. 

Web camera On SplitCam

1 Download and install SplitCam software on your PC

2 Ensure your camera and your PC are on the same network

3 Right-click your mouse and click IP Camera, input the URL in Add IP Camera, and click Add:

rtsp://admin:verification code@device ip:554/ch1/main

Note: verification code is the 6 capital letters code you can find on the device label; device IP is the IP address of your camera.

For example: rtsp://admin:ABCDEF@192.123.22.123:554/ch1/main

Regarding the issue you are facing, if you mean during the configuration process, the camera made voice prompts like “incorrect password” or "incorrect wi-fi password", please note that this prompt normally suggests the router Wi-Fi password you input is incorrect.

Thus, please double-check and ensure the router password you input is completely correct. Also, be reminded that the password is case-sensitive.

However, if the above is confirmed but the issue persists, you may try to further troubleshoot by changing the password to a simpler one (less than 64 digits) and excluding any special characters.

If your camera goes offline frequently, below are some troubleshooting steps to resolve the issue for you:

Step 1: Ensure both the firmware and EZVIZ app are running on the latest version.

Step 2: Ensure that your Wi-Fi network signal is good. You can check the signal by connecting your phone to the same WiFi your camera connects to, entering More page > Settings > Device Network Tools > Check WiFi signal.

Step 3: If not good, you can try to move the camera closer to your router, avoid obstacles and interference such as wall, elevator, microwave, washing machines, and Bluetooth devices. 

Step 4: If your WiFi router has an adjustable antenna, try pointing it in various directions.

Step 5: Try to change the Wi-Fi channel to a less crowded one.

Step 6: If possible, disconnect some devices you seldom use from your router.

Step 7: If your camera supports Ethernet cable, you can also try to connect it using a cable.

Step 8: If you have two EZVIZ devices and the other one is working fine, you can also try to switch the locations to further determine the issue.

Follow the steps below to delete the camera from your EZVIZ account using your mobile app.

1）Log into the EZVIZ account

2）Tap on the image of the camera to open the "live view" page

3）From the top right corner, tap on the "gear icon" to enter the Device Settings page

4）Swipe down to the bottom, and tap "Delete Device" to unbind it

NOTE for CloudPlay Subscribers: If you are a CloudPlay subscriber the option to "Cancel Subscription" and/or "Delete Video Clips" stored in the EZVIZ Cloud Storage service is also provided here.

WARNING: 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.

Step 1: On the login page, input the correct account and tap Forgot password? button 

Step 2: Tap Send to continue 

Step 3: Input the code in the picture to verify your account and then a 4-digit code will be sent to your registered email address or phone number 

Step 4: Input the 4-digit code you receive 

Step 5: Create your new password and tap Save to complete the process