BBCAM221PRO - Wi-Fi Camera Appears Offline

Important Information

• This article assumes the camera was successfully working and connected in the past, and has suddenly gone offline for an unknown reason. If you're setting the camera up for the first time, or after a factory reset, see the initial setup or factory reset instructions instead.
• If you've changed your Wi-Fi router recently, that's usually the cause — see our guide on changing your router's Wi-Fi details.

General Information

• If your camera appears offline this indicates an issue with either the camera's power or its connection to your router.
• This does not indicate an issue with the app — please don't try re-installing the app or deleting and re-adding the camera, as this won't help.

Basic First Steps

1. Unplug the mains power supply for the camera.
2. Unplug your router, wait 10 seconds, then plug it back in.
3. Wait 5 minutes for your router to fully boot back up.
4. Plug the camera in, and allow 5 minutes for it to boot back up.
5. Open the CamHi app and tap on the camera to see if it's online — you may need to swipe downwards on the screen to refresh the camera's status.

If the camera is still not appearing online, continue to the next section.

Checking The Power Source

1. Check that the mains power supply is fully plugged in and the socket is switched on. Check that the mains socket works.
2. Check any connections from the mains power supply, the power cable extensions, and the connection to the camera. Disconnect and re-connect them, making sure they are not damaged and fully pushed in.
3. Check the entire length of any power cables for visible damage, which may be caused by being trapped in a window, caught on a sharp edge, chewed by animals, or stretched from a moving tree, for example.

After this, plug the camera back in, wait 5 minutes for it to boot up, and check if it's online. If it's still not online, continue to the next section.

Bring The Camera Indoors

1. Bring the camera indoors into the same room as the Wi-Fi router.
2. Plug the camera into the mains power supply directly (without using any power cable extensions).
3. Wait 5 minutes for the camera to boot, then check if it's online.

If the camera appears online, this indicates it's an issue with a power cable extension or connection. If the camera is still not online, continue to the next section.

Remove The Memory Card

On very rare occasions, a corrupt memory card can cause the camera not to boot.

1. Remove the memory card by pushing it inwards till it clicks, then pull it out — be careful not to drop the card inside the camera.
2. Plug the camera into the mains power supply directly (without using any power cable extensions).
3. Wait 5 minutes for the camera to boot, then check if it's online.

If it is online, that indicates an issue with the memory card — consider replacing it. If the camera is still not online, continue to the next section.

Factory Resetting The Camera

1. Plug the camera into the mains power supply directly (without using any power cable extensions).
2. Wait 5 minutes for the camera to boot.
3. Locate the reset button — it's under a rubber cap on the end of one of the wires coming from the camera. Press and hold the reset button for 8 seconds.
4. Allow the camera 5 minutes to reset and boot back up.
5. Go to the Wi-Fi settings on your device where you see the list of available Wi-Fi networks and look for one with a name starting with 'IPCAM..' — let the list refresh a couple of times to make sure.

If you do see the 'IPCAM..' network, that indicates the camera has reset and is powered up — follow the initial setup instructions to connect it again.

If you still don't see the 'IPCAM..' network, which indicates the camera is not powering up and may be faulty, contact us for further information.