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My camera is offline. What should I do?

Your camera periodically lets the server know it is online. When the server does not receive such signal for a certain period of time, it will assume that your camera is offline and this will show in the status in the Hubble Connected for Motorola app.

There are several reasons why those signals may not reach your server. It may be that your camera is turned off. In that case, you simply turn it back on again.

Please note that sometimes the LED on the camera can explain the reason for the offline issues:

LED is red and slowly flashing: 

If the LED is red and slowly flashing this means that your camera is not connected to your router (and as a result not to the internet, the reason why the camera shows offline). In this case, could you check:

• your Internet connection; 
• whether your router is set to 2.4GHz in the event you are using a dual-band router?
• if there is any possible interference? The use of other 2.4 GHz products, such as Bluetooth® systems or microwave ovens, but also a second camera placed near the other, may cause interference. Keep your camera at least 5ft away from these types of products (or turn them off if they appear to be causing interference).
• whether the router signal may be weak where the camera is placed? Are there several walls in between, or perhaps the distance is considerable? You may want to check this with your phone standing near your camera.

If your internet connection is good and there is no interference from other devices, please go through the below steps to bring your camera back online:

1. Refresh your camera list by pulling it down with your finger.

2. Turn the camera off and on again.

If this doesn’t help:

3. Tap on the yellow ‘know more’/’why offline’ button and re-register your camera following the on-screen instructions.

NOTE: You can use the third option only when you are connected locally, that is your mobile device and camera are connected to the same WiFi® network.

If after the re-registration your camera goes offline again, you are requested to do a hard reset:

* Delete the camera again from the camera list (if listed only).

* Then start the hard reset of the camera by holding down the ‘Pair’ button.

* Turn the camera off while holding down the ‘Pair’ button.

* After 10 seconds turn the camera back on, while still holding down the’ Pair’ button and wait until you hear a beep.

* Now wait till the LED starts blinking. This may take up to 20 seconds. 

* Now set up your camera again.

Please note that hard reset steps depend on your camera model. If you are not sure about the reset steps, please check the user guide or contact our customer support at support@hubbleconnected.com.

LED is red and flickering:

If the LED is red and flickering this indicates that there is an issue with your charger. Could you check if it’s plugged in properly on both ends and if it’s not damaged?

Led is blue/green (solid or slowly flashing):

If the LED on the camera is blue/green it may be that your Hubble Connected camera appears offline whereas it isn’t . (This is the case if you still receive notifications for instance). You may want to try 3 things: 

a. Refresh your camera list by pulling it down with your finger.
b. Turn your Hubble Connected camera off and on again.
c. Tap ‘Why offline’ in the mobile app and go through a quick setup procedure.

Alternatively, you may delete your camera from the camera list, hard reset the camera and go through setup again.

The above hasn’t helped? Contact our support team at support@hubbleconnected.com and we’ll be happy to assist you further.

Updated on May 26, 2022

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