Troubleshooting Intermittent Wireless Cameras Connection

Tags: wireless camera troubleshooting, camera connectivity issues, intermittent connection, wireless network problems, live view not working, playback not loading, wireless camera offline, router distance, signal interference, network congestion, wireless nvr issues, reboot wireless camera, app update troubleshooting, wireless extender setup, connection stability, camera online offline alerts, router wireless channel, camera signal troubleshooting, distance between camera and router, wireless network optimization

Follow this guide if you are experiencing an issue related to the Swann Security Mobile App Playback or Live Streaming or Wireless connectivity between your Wireless Cameras and network router or Wireless NVR (NVW base unit).

Known issues:

• Intermittent wireless network connection (your cameras connect and disconnect frequently)
• Wireless cameras unable to connect to the main network or NVW
• Unable to see the camera live view on the Mobile App
• Unable to playback recordings on the Mobile App
• Getting frequent online/offline notifications

Note: Some of the troubleshooting steps below may require you to be onsite with your device, use of 3rd party app (Android or Windows PC) to further analyze the status of your wireless network, or admin access to your wireless router.

This guide applies to the following:

• Our wide range of Wireless Cameras (e.g. Xtreem, CoreCam, Buddy Doorbell, Spotcam, 2KI Indoor, 2KO Outdoor, and many others)
• NVW Wireless Cameras (NVW-500cam, NVW-800cam, and NVW-600CMB) ¹
• Wireless NVR commonly known as NVW (NVW-800, AllSecure600, and AllSecure650) ²
• NVR that uses the Swann Wireless USB dongle

*1, 2: This also applies to our older generation of NVW-460-470-480-490 base units and their cameras.  

Troubleshooting Steps

1. Reboot (power cycle) everything including your wireless router. For wireless cameras, open the Swann Security app, tap Devices (bottom right corner), select your device on the list, tap Advanced Settings, and then Reboot. This simple step can usually fix the above issues. Once rebooted, check again to confirm if the issue has been fixed.

2. Check the latest update for your mobile app.

• Android device
  1. Open the Google Play Store app Google Play.
  2. At the top right, tap the profile icon.
  3. Tap Manage apps & devices.
  4. Under "Updates available," choose to update all apps or a specific app.
• iOS device
  1. To see if updates are available for the app, open the App Store, tap your profile icon, then scroll down to see if updates are available. If updates aren't available for the app, update the software on your iPhone or iPad.

3. Know the effective distance between your wireless cameras and the wireless router or NVW base unit for a stable live view of your cameras and playback of your recordings. The recommended distance based on the device type are:

• • Wireless Cameras (Powered and Battery-operated): Up to 65ft/20m depending on local conditions.
  • NVW Cameras (NVW-500cam, NVW-800cam, and NVW-600CMB): Up to 50ft/15m to the base unit or wireless router without any obstructions or interference.

Tip: If you can't move your cameras closer to the wireless router or NVW base unit, then try moving the router or NVW closer to the cameras or use a wireless extender instead. Click here for our recommendations.

Note: Obstructions like thick concrete / metal / glass walls can greatly affect the wireless distance. Click here to learn more.

4. Ensure that you are using the best wireless network channel to avoid network congestion. Wireless congestion refers to the situation where there is an excessive number of wireless devices operating in a specific area, competing for limited available wireless bandwidth. 

When wireless congestion happens, it can result in network slowdowns, intermittent connectivity issues, increased latency, and reduced signal strength. Users may experience dropped connections, buffering during streaming, or delays in accessing websites or online services. Click here to learn more about changing and selecting the best wireless channel.

5. Consider using an alternative mobile device (Android or iPhone) to access the Swann Security app. If you continue to experience difficulties despite following the above steps, it is advisable to test the app on a different mobile device in order to identify the source of the problem. The inconsistent playback or live view might be attributed to the device you are currently using.

TIP: If the issue persists, please contact us or visit our help center and chat with us for further support.