Reconnect an offline camera after a network change
Use guided troubleshooting when your camera disconnects, including after changing your router or Wi-Fi password.
Category: Cameras
Does this apply to my device?
For an installed camera on your E2 Technologies account that has been offline for at least five minutes. The wizard selects device-specific advice; available controls depend on your equipment and access. This is not a universal reset procedure.
Identify your device
Match the device name to your installation records before starting. If the wizard identifies a different model, stop and ask support. Do not remove a wired doorbell or press reset buttons based on another device’s instructions.
Before you begin
You need the Alarm.com app, an internet connection on your phone, account video access, and permission to manage the home network. Keep the new Wi-Fi credentials private and available locally.
Steps
- Sign in to the Alarm.com app and open Video.
- Select the offline device, then select Troubleshoot and Get Started. If Troubleshoot is absent after five minutes offline, contact support.
- Follow the wizard’s instructions for the identified device, including network reconnection where offered. Stop if the model or required hardware access is uncertain.
- When the wizard reports a connection, return to Video and check the device’s live view.
Expected result
The device should return online and show live video. If it remains offline, collect the wizard result and any error message.
If you still need help
Contact support with the device model, time it went offline, whether the router or Wi-Fi credentials changed, and steps attempted. Do not send Wi-Fi passwords, delete the device, or perform a factory reset without confirmed guidance.
Last reviewed: . Instructions checked against Alarm.com: Video Troubleshooting Wizard.