What to do if sharing a camera device fails

If you experience issues sharing your OB20 camera with family members in the NiView App, please follow these troubleshooting steps:

🛠️ Step 1: Ensure Account "Region/Country" Matches Exactly (Crucial)

Symptom: "Account does not exist" error or no response after sending an invitation.
Cause: If the primary account and recipient account were registered under different server regions (e.g., Americas vs. Europe), cross-region sharing will fail.
Solution: Have the recipient go to [Me -> Settings] in the App to verify their registered region. If mismatched, the recipient needs to register a new account with a different email and select the exact same country/region as the primary account.

🛠️ Step 2: Use the "Device Share" Feature (Avoid Multi-Device Login)

Symptom: Frequent offline status, automatic logouts, or "Session Expired" prompts.
Cause: NiView allows only one active login per account at a time. Sharing the same account credentials across multiple phones causes login conflicts.
Solution: Family members must register their own independent NiView accounts. The owner can share the camera by tapping the Share icon on the camera card or going to [My -> Share ].

🛠️ Step 3: Verify Recipient Account Info & Status

Symptom: Sharing failed or "Invalid Email" prompt.
Cause: The recipient has not activated their account, or there was a typo in the email address/phone number.
Solution: Confirm the recipient is logged in. Check email address / mobile number.

🛠️ Step 4: Check the Sharing Limit

Symptom: Unable to add more shared accounts.
Cause: A single OB20 camera can be shared with a maximum of 8 independent accounts.
Solution: Go to [My -> Share ]. If the list has reached 8 users, remove any inactive accounts before adding a new one.

🛠️ Step 5: Check App Permissions on Recipient's Phone

Symptom: Recipient does not receive the sharing popup or invitation notification.
Cause: The recipient's phone restricts App network or notification permissions.
Solution: On the recipient's phone, go to [Settings -> NiView] and ensure Local Network, Cellular Data/Wi-Fi, and Notifications are turned ON.

🛠️ Step 6: Adjust Control Permissions (PTZ / Playback Issues)

Symptom: Shared user can view the live feed but cannot rotate the PTZ camera or view video playback.
Cause: The camera was shared under "Only View" mode by default.
Solution: The owner should go to [Share Management], select the user, and change the permission from "Only View" to "Allow Control".

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