4G Camera Offline Troubleshooting

The camera being offline is almost always due to one of two issues: a power supply issue (a low battery when used with a 12V battery, a loose connection, or a damaged power cable), or a 4G connection issue (the SIM card not yet registered, no data/credit remaining, or low/no phone signal in that area).

If you're setting up the camera for the first time

Make sure you've activated the SIM card. If using the provided SIM, it's already fitted inside the camera — activate it via the giffgaff website (giffgaff.com/activate) using the activation code found on the card included in the box, or via the giffgaff app. Activation is usually done within a few minutes, but can take up to 24 hours — leave the camera plugged in and restart it every few hours until the card is activated.

Add the camera to the CamHi Pro app using its UID number, found on the paperwork included with the camera — scanning the QR code is the quickest way. The default password is "admin" and will already be filled in. Once connected, it can take a few minutes for the connection to stabilise.

If your camera was previously set up and working

• Don't delete the camera from the app or remove the app from your phone.
• Power down the camera, wait 5 seconds, then power it back up, and wait 10 minutes for it to reconnect. We'd also recommend restarting your phone.
• Check there's sufficient data/credit on your SIM — if it hasn't been used in a few months it may have been deactivated by the provider. We may also be able to send a replacement SIM free of charge.
• Check the power supply: it's plugged in and switched on, all cable connections are pushed in firmly, and cables aren't damaged. If powering from a 12V battery, try the mains power supply instead to rule out a battery or cable issue.

If the connection sometimes works but is intermittent

This is usually down to a low 4G signal. Try mounting the camera as high up as possible, ensure all antennas are attached securely and pointing upwards, keep the camera and antennas away from metal, and consider a different SIM provider with better coverage in your area. If you have one of our static 4G cameras with removable antennas, an external antenna can also improve signal.

Still having connection issues?

If the camera is powering up, you can get basic information about the 4G connection using our SIM card and signal check guide.