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What to do if the SD card cannot be initialized?

If you encounter difficulties when trying to initialize the SD card via the EZVIZ APP, below are some troubleshooting steps to resolve the issue for you:

1. Ensure both the firmware of your camera and EZVIZ APP are running on the latest version.

2. Ensure the SD card is class 10 or rated at UHS-1. The file format of the SD card should be FAT32 for capacities below 64GB and exFAT for capacities of 64GB and above. Click Here to view partial test results of SD card compatibility.

3. Power off your camera, remove and reinsert the SD card, power the camera on and then initialize the card again on the EZVIZ APP.

4. To further rule out the SD card issue, you may try to test with a different SD card or install the card in question on another EZVIZ device. 

5. Try to factory reset your camera by holding the Reset button. This will turn the device to the default factory settings and might help resolve minor issues.

How to deal with the system message “Device is offline”?

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. 

How to set up C6N/TY1/TY2 as a webcam?

Web camera On SplitCam

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@

What should I do if the EZVIZ APP prompts "The device is not activated"?

Please note that for security reasons, it is sometimes necessary to reactivate the device before using it. Please follow the App Wizard or the steps below to reactivate your camera:

1. Tap “Activate device”.

2. Unplug the Ethernet cable or power cable and tick “The device is offline”, then tap “Next Step”.

3. Wait for the end of the offline detection process, and if successful, the page will jump to the “Take the device online” page.

4. Reconnect the Ethernet cable or power cable back and tick “The device is online”, then tap “Start Activate”.

5. Wait for the result of the activation, and if successful, you can then try to add your camera.

What should I do if I have lost my EZVIZ device verification code

Please note that for most EZVIZ devices, there are usually three ways to obtain the 6 capital letter device code:

1. You can find it on the device label of the EZVIZ device. For doorbell devices such as DB1, please remove the device cover and scan the QR code with a third-party QR code scanner.

2. For some models, there is a QR code on the manual cover that contains device information (Note: there is no such information if the cover says "scan the QR code for detailed manual"). And you can use a third-party QR code scanner to scan it to get the device code.

3. Alternatively, you can find it in Digital Device Information or Device QR Code in Camera Settings-Device Information/About on the EZVIZ mobile app.

*Please note that for backend devices such as X5 and X4, the device code is the admin password that you set when you set up the device.

If you still need further assistance, please feel free to contact the EZVIZ support team at support@ezviz.com.

What should I do if the device prompts "Incorrect Wi-Fi Password" during the configuration process

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.

What is Image Encryption Password? How to decryt image or video?

The encryption password is the verification code of the camera by default which is located on the white sticker of your camera or for verified terminals, you may find it in camera settings > About/Device information > Device QR Code > Verification Code.

If you have forgotten your image encryption password, you can also decrypt images or videos via email or SMS. In the decryption pop-up, you will find it below the input field.

Alternatively, you can reset your camera by pressing the Reset button and the password will be reset to the original device verification code.

How to play Fast Forward playback?

All CloudPlay videos support quickplay at 1X, 4X, 8X, 16X and 32X speed.

However, if you use a Micro SD card as the storage medium, please note that only some EZVIZ cameras support quickplay on MicroSD card video in 1X, 4X, 8X, and 16X speed. If your device does not support this feature, you can connect your camera and mobile phone under the same router, then on the EZVIZ APP, go to LAN Live View>Tap Start Scanning>View video by Fast Play. For more detailed information, please contact the EZVIZ support team at support@ezviz.com.

What should I do if I am unable to log in on EZVIZ APP

If the APP prompts "Account username or password error" when you try to log into your account, below are some steps to resolve the issue for you:

Step 1. Please make sure your account information and region are correct.

Step 2. If correct, please ensure you input the correct account password and please be reminded that the password is case-sensitive.

Step 3. Alternatively, you may tap on “Forgot password" on the login page and follow the instructions on the APP to reset a new password and re-sign into your account.

If the issue persists after following the above steps and you need additional assistance, feel free to contact the support team by emailing support@ezviz.com

What should I do if I'm unable to receive the verification code?

1. If you registered an account via email, please check your junk mail. If you still do not receive the verification code, you may have an email filter/block that is restricting this email. Please check with your email provider.

2. If you registered an account using a mobile phone number, please confirm that your mobile phone can receive SMS short codes. You can also try clearing the cache on your phone, restarting your phone, or inserting the SIM card into another phone to see if you can receive it.

3. If the issue persists after following the above steps and you need additional assistance, please provide your camera's SN, your phone number/email address, your country, the time of your request and a short video of the issue to the support center at support@ezviz.com.

Why real-time videos and playback stop automatically after 5 minutes?

Please kindly note that the device is programmed to timeout every few minutes if you are streaming through our VTDU servers. You can simply tap on the "Continue" button to continue streaming. Besides, if your device supports the LAN Live View feature, you can avoid this by putting your camera and your phone or PC under the same LAN (connecting to the same network), and then going to the More page (click the profile photo on the left top corner) > Settings > LAN Live View (for mobile phone) or Devices on LAN (for PC Studio). There you could view the camera continuously.


However, even when you are on the same network, you should ensure that the computer you are using is connected to the router using a cable, or if you are using a mobile phone or tablet, please ensure that you have Upnp enabled on your router.

What if I forget my password?

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 

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