Applies to: All ZOSI Poe systems;zosi smart app;

If the camera image freezes when you watch the live view in WAN (the BOX and your pc/phone are connected to different networks), please troubleshoot referring to the below tips.

1. Please check if you will meet the same problem in LAN when your phone/pc is connected to the same network as the camera.

    Test if the system can work great on the monitor;

    Test if the network is ok,

https://supports.zositech.com/hc/en-us/articles/360017719491-Connecting-the-DVR-NVR-to-the-Internet

     Test if the AVSS for the computer if it  can load the pictures or videos.

2. If you could preview the camera via Avss Client smoothly, please check whether you will get the freezing problem when viewing the streaming under both theFluentandClearmodes.

• connect your phone to another network to confirm whether it’s the network issue of the phone.
• reboot your router and app,and your poe recorder.
• try to preview the camera in Fluent mode  if rebooting router couldn’t help. 
• connect the camera to another network to confirm whether the problem is caused by the camera’s network.
• try to test the accout via another phone to have a look.

3.  Test the home network via this link and share the picture to our agents.

https://www.speedtest.net

If the uplaod is less than 6M bandwidth,we suggest you try another network which is up to 6M upload bandwidth