The live stream of your Home is not accessible

- Important: the Home’s Livestream feature is not compatible with Verizon (IPv6) mobile networks. Please use another mobile carrier to set up your Home app if you wish to use the Livestream feature.

- If your Home emits a blue light, you have to install it.

- If you've never been able to access the live stream:

1. Go to the Bluetooth settings of your mobile device.
2. Tap the (i) icon next to the Home you want to forget from the list.
3. Tap Forget This Device.
4. Perform a factory reset by unplugging and plugging the power supply of your Home back in five times:
   a. Unplug it from the wall socket.
   b. Plug it back in.
   c. Repeat as soon as your Home displays an orange light.
   d. One minute after the factory reset is over, your Home should be blinking blue.

You can then go back to the app to install it.

- If your Home emits a blinking orange light:

1. Restart your router and your Home.
2. Try moving your Home closer to your router if you're using Wi-Fi.
3. Try using another Ethernet port if you're using Ethernet.

- In all the other cases:

1. Make sure your network is working by using it on your phone and trying to connect to the internet from your phone.
2. Restart your Home.

The Home is stuck "Loading..."

If the Home displays a constant “Loading…” message, this is caused by a camera failure or a problem with the internet connection.

Please perform the following steps to see if they fix the issue:

1. Disable your network’s firewall.
2. Unplug your home and plug it back in after 60 seconds.
3. Connect your home to a different network.
4. Perform a factory reset.

"Home cannot be reached" error

If you receive the message “Home cannot be reached,” this is caused by network failures or a problem with the power supply.

If you’re receiving this error but you are still receiving motion or sound events in the Journal of the Home app, please perform the following steps to see if they fix the issue:

1. Unplug your home and plug it back in after 60 seconds.
2. Connect your home to a different network.
3. Perform a factory reset.

If you’re receiving this error but you are not receiving any motion or sound events in the Journal of the Home app, please perform the following steps to see if they fix the issue:

1. Try a different power supply such as a mini-USB and iPad charger.
   Note: Phone chargers will not produce enough power.
2. Connect the Home to a different network.

If you can see the live feed now but the error persists, it may be an issue with your network settings. See this article for possible fixes here.

If you cannot see the live feed, it may be a defective power supply, in which case please contact customer service so we may issue you a free replacement power supply.

The video stream of your Home is blurry

If the video stream of your Home is blurry, make sure that you have removed the plastic film from the lens.

Once removed, if the stream is still blurry, clean the lens with a damp, lint-free cloth. 

The video stream of your Home is discolored or distorted

If your video stream is discolored or distorted, you will need to perform a factory reset on the Home.

The video stream of your Home is always in black and white

If the video stream of your Home is always in black and white, perform the following steps:

1. Make sure your Home is not too close to a wall or to any object.
2. Make sure there is enough ambient light during the day.
   If there isn't, try to increase it.
3. Make sure the night vision feature isn't set to ON.
   If it is, you can change it from the app by going to Settings, tapping your Home and tapping Night vision.

If this does not solve the issue, perform a factory reset.

Low Image Quality When Night Vision is Enabled

If the video stream quality lowers significantly when Night Vision is enabled, ensure the camera is not facing a white or reflective surface.

If this does not solve the issue, perform a factory reset.

Black Image When Night Vision is Enabled

If the video stream displays a black image when Night Vision is enabled, turn night vision off and then back on again.

If this does not solve the issue, perform a factory reset.

Infrared is Stuck

If Infrared mode is stuck on or off when in Automatic Mode, or if it's turning on and off on its own, disable and reenable Night Vision.

1. In the Home App, go to the Menu
2. Tap Camera Settings
3. Tap Home
4. Scroll down to Night Vision and disable or enable it.
5. Wait 5 seconds.
6. Reenable or disable Night Vision.

If this does not solve the issue, perform a factory reset.

The video stream of your Home is choppy/laggy (iOS Only)

If the video stream of your Home is choppy or laggy, check your Wi-Fi connection. If your Wi-Fi connection is not a problem, connect with an Ethernet connection.

If this does not solve the issue, perform a factory reset.

My firewall keeps me from streaming the video. What should I do?

If your firewall keeps you from streaming the video, you need to open some of the ports of your router, more specifically port 3478 and all the ports of the 1024 - 65000 range.

You also need to make sure that port 5222 remains open so that your Home doesn't appear as unavailable.