Applies to: All ZOSI products.

If the camera can be accessed in Lan but fails to be accessed remotely, there are several possible causes for Connection Failed when remotely accessing IP cameras. You may follow the steps below to troubleshoot the issue.

Cause 1. Camera is not communicating with your router.

Solution: Please check if your router has Internet access, and reboot both the camera and router or reset cameras.

Cause 2. The router port or firewall blocks the camera's internet connection.

Solution:

• Please make sure all the UPDP ports of this camera in your router are enabled, if you don't sure how to check it, please contact your router or internet provider about it.
• Check the firewall settings of the router to see if the remote access is blocked. Please disable the firewall on the router.

Cause 3. Camera is not in the latest firmware.

Solution:  When you back home and able to connect this camera locally, please upgrade the camera to the latest version, if its firmware is not the latest.

Cause 4. The camera is not added with UID/QR code.

Solution: If you added the camera via IP address in LAN, then please delete the camera from APP/client and add it with the UID/QR code on APP/QR CODE

If the problem still exists after going through the steps above, please check the system status and show us your uid , and then contact our support team for additional help.

Please provide these informations and email to our customer services.