App&Account
What should I do if the app cannot load the video and the camera is disconnected?
- Confirm whether the camera's power and network are working well.
Solution |
|
Yes |
Power off the camera and restart it |
After restart still persists |
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What should I do if the app prompts that accessing the device has failed?
- Please restore the device to factory settings and add it again. If the problem persists, please contact customer service promptly for technical assistance.
What should I do if the app frequently fails to load videos and shows disconnected?
- Troubleshooting based on the status of the camera's indicator lights
Indicator Light |
Solution |
On |
Red
The camera's network has been disconnected. Please check the stability of the WIFI network and restart the router.
It is recommended to move the camera closer to the router.
|
|
Blue
The camera's network is working well. Please check if the phone's network is normal, as if the phone's network is not smooth, video streams may not be transmitted to the phone.
It is recommended to switch to WIFI on the phone and try again.
| |
Off |
The device is not powered. Please carefully check the power supply and whether the power interface is normal.
It is recommended to try replacing the power supply.
|
How to clear the device's password?
1.Click the "three dots" icon and select Device Password
2.Select "Clear Device Password"
3.Choose "Clear Device Password via Verification Code"
4.Send verification code to your email and type it in.
How to change email
- It is not supported yet, it is recommended to create a new account.
How to bind a camera to a new account?
- Delete the camera in the app to reset it, then it can be added to a new account.
- If the original account is lost, the new account will prompt that the current device is bound when added. You can click on the application to unbind according to the prompt, turn off the device, follow the prompt, and wait for 10 minutes to unbind.
How to unbind a previous user account?
If you purchase a second-hand OB20 device that has already been bound to the previous user's account, scanning the QR code in the app will trigger a prompt indicating the device is bound and requires unbinding.
Step 1
Tap Request Unbinding.
Step 2
You will be directed to the Unbinding Request page. Tap send verification code—the system will send an unbinding verification code to the email associated with your new account.
Step 3
Check your email inbox for the verification code email (it is usually received within 1 minute), and retrieve the verification code for the next step.
Step 4
Enter the retrieved verification code into the designated input field in the app, then tap Submit Request.
Important Note: Ensure the device is powered off first and tick the confirmation box in the app—unbinding will fail if the device is online.
Step 5
A pop-up prompt will appear in the app to confirm successful unbinding, and a confirmation email will also be sent to your associated email address (usually received within 1 minute).
SIM Card
When using a SIM card, it says "Your package will expire in 7 days"
the free retention we offer is 7 days/100MB.
- You could click on the black area to view the video.This means you are using free data.
- If you are unable to confirm the SIM card situation and the app prompts this, you can provide us with your camera NID and we can have our technicians to help you confirm your data usage
When I use the SIM Card, but it says it's already expired
Understand the dual limits of your data plan
Your data plan is restricted not only by time, but by both data allowance (e.g., 100M) and valid period (e.g., 7 days).
Rule: The plan will expire automatically whichever limit is reached first.
Example: Assuming you keep using data to check the recording status on the app, you can use up 100MB in about 15 minutes, the plan will show “Expired” even if the 7‑day period has not ended.
- When free data is used out, you need to recharge it for use.
- If you are unable to confirm whether you have previously used a SIM card, but the app prompts that it has expired, you can provide us with the NID to confirm your data usage.
SIM card not recognized
- Insert the SIM card properly and make sure the device is in 4G mode.
- Check the status of the indicator.
- If the problem persists, please ask customer service for further assistance.
Network Connection
4G Mode Connection Issues
Failed to Add the Camera in 4G Mode
- It is recommended to charge the camera before you add it.
- Make sure the SIM card is inserted correctly.
- Make sure the SIM card has data connectivity for an internet connection
- Please use the correct app NIVIEW.
- Ensure the camera is connected to the network.
- The SIM card is a NIVEW card. After scanning and adding the camera, wait for 2 minutes and a 7-day free data plan will be issued.
- Adjust the distance of your phone when scanning the QRcode.
- Reset the camera (press and hold the Reset button for 5 seconds, then release it when you hear a prompt sound), and follow the instructions in the manual to add the camera again.
If none of the above methods works, please contact customer service for assistance.
No response when scanning the QR code(Scanning Through Camera)
- Adjust the distance of the phone when scanning.
- If the scan succeeds, it will make a prompt sound
- Please scan the QR code when the camera indicator light flashes between red and blue lights.
- If unable to connect to the hotspot, please check if the camera is in 4G mode (green)
Device Unable to Connect to 4G
When your device fails to connect to the 4G network, follow these steps carefully to identify and fix the issue.
1: Test Wi-Fi Connection First
Before troubleshooting the 4G connection, make sure the device works properly under Wi-Fi mode.
Try connecting to Wi-Fi and check whether the device can operate normally in Wi-Fi mode.
-
If it fails, try to:
- Move the device closer to the router to improve signal quality.
- Confirm the Wi-Fi network is NOT 5 GHz (the device only supports 2.4 GHz).
- Restart the device and try connecting around three times.
👉 If Wi-Fi still cannot connect after these steps, contact our customer service team for further assistance.
2: Check Device Firmware & 4G Settings
Once Wi-Fi connection is successful:
- Go to About Device and check the firmware version.
- If it’s not version 1.0.12, please contact customer service to push the latest firmware to your device.
- Ensure the SIM card is correctly inserted.
- Switch the device from Wi-Fi mode to 4G mode.
3: Check Indicator Lights & Data Plan
After confirming the steps above:
- Check the indicator and listen to voice prompts on the device.
- Flashing red intermittently usually indicates that the data plan has run out.
If this happens, contact customer service and share us with your SIM card ID(ICCID), we’ll send you a complimentary data plan to get the device back online.
Wi-Fi Connection Issues
Failed to Add the Camera in WIFI Mode
If you’re having trouble in connecting the camera to Wi-Fi during the setup process, please follow the troubleshooting below:
- It is recommended to charge the camera before you add it.
- First, connect your phone to your WiFi (make sure it's 2.4GHz WiFi. Most of the reasons why adding a camera fails are because you have chosen 5GHz WiFi). If it is a dual-band (2.4GHz/5GHz) Wi-Fi, the system will select the 2.4GHz band in Wi-Fi networks.
- Please check if the selected WiFi and password are correct.
- There are many restrictions on advanced enterprise-level routers, and there are high-security firewalls that can prevent most smart products from joining.
- Reset the camera (press and hold the Reset button for 5 seconds, then release it when you hear a prompt sound), restart the router (unplug the router's power adapter and then reinsert it), and follow the instructions in the manual to add the camera again.
How to identify 2.4GHz and 5GHz WiFi?
- Only dual-band routers support 2.4GHz/5GHz WiFi and emit two WiFi signals. Mixing or single-frequency routers are not supported.
- Most of routers come with two default WiFi names, such as xxxx and xxxx-5G, with the former typically being 2.4GHz WiFi.
- If you are unable to determine, you can enter the router's system to find the detailed name.
There is no response when scanning the QR code when adding a camera.
- Adjust the distance of your phone when scanning.
- If the scan succeeds, it will make a prompt sound.
- Please scan the QR code when the camera indicator light is flashing between red and blue lights.
- After scanning, the phone will automatically connect to the camera hotspot and send the WIFI information.
- If unable to connect to the hotspot, please check if the camera is in WIFI mode (Orange light)
- If none of the above methods works, please contact customer service for assistance.
Camera Settings
Camera Offline/ Inaccessible
The camera was originally connected, but suddenly disconnected/ You can't add the camera. Please follow the steps:
- Power status:
Indicator |
Condition |
Lights up |
Normal |
|
Lights off
|
|
-
Network:
- Open the rubber cover at the SIM/TF position on the machine and check the 4G/WiFi button position.
- Observe the color of the indicator light next to it
Color |
Mode |
Green |
4G |
Orange |
WiFi |
-
4G mode1. Check Indicators:
- Check Signal Strength:
- Open the app, tap the icon in the bottom-right corner, then select “About Device.” From there, check the network signal condition.
- WiFi mode
Restart the router, restart the machine, and then check the status on the app
Check Wi-Fi Signal Strength:
- Ensure your camera is connected to Wi-Fi.
Improve Connectivity:
- Move the device closer to the router.
- If it remains weak, try using a different router or upgrade the firmware of your current one.
What to do when the available capacity of a Micro SD card is insufficient?
- The videos are loop recordings. When the available capacity of the Micro SD card reaches 500MB, it will automatically overwrite recordings with earlier dates.
Why does the local playback prompt that there is no SD card after installing Micro SD card?
- Please format the SD card on the "Video Management" page. If the capacity information is displayed on this page, the SD card has been recognized.
Can't find cloud playback video after opening "cloud storage"?
- If there is no cloud playback recording on that day, please confirm if there are any alarm records on the selected date.
- Poor network signals may cause video upload to the cloud to fail. Please check the current network signal value.
What should I do if there are black spots in the image?
- Wipe the lens of the camera to clean dust or stains.
- If there are still black spots, which may indicate dust on the sensor inside the camera. If the area of the black dot affects the experience of the camera, it is recommended to contact the customer service.
What should I do if I can't turn on the camera?
- Make sure the camera is being charged.
The indicator flashing in red indicates a successful startup.
- Please check if the power adapter and wires are intact.
- If the problem persists, please contact customer service for assistance.
Storage Issue
SD Card Recognition Failed
- After inserting an SD card, check if the capacity of the SD card is in "Settings -- SD card". If it prompts "No SD card", it means recognition has failed.
Cloud storage unsubscribe/replacement issue
- If the camera has purchased cloud storage services and subsequently experiences a camera malfunction, it is necessary to apply for a refund of the cloud storage fee.
- If you want to transfer the cloud storage package to a new camera, please contact customer service.
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