Black video / not detecting motion

For weeks now, I am unable to view my motion events (it says there is motion but I get a black 40 second video) it also keeps disconnecting from the network saying (offline) a lot. What can I do? I have done a hard reset, removed the app from my phone many of times and it’s still not working.

I get just a black picture and times out for 40sec. in motion detected.

Hi @Arry. What is the RSSI for this device? A poor RSSI can lead to an intermittent connection. Also, is the video black when you perform a Live View? If this is the case, I would recommend reaching out to our support team to look into this for you.

Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.