Symptoms for Connecting Failed Remotely

When you are at home or on-site, you can view the camera via the Zosi App or Zosi Client on the same network. However, if you switch to another network, such as cellular data, the Zosi App or Client may display "connection failed.". This issue can cause connectivity problems and limit your ability to manage the camera.

Troubleshooting Steps for Fail to View the Cameras Remotely

1. Test the cameras with different stream modes, end-user devices, and networks.

Ensure that the remote connection issue is not affected by the device you are using, the stream mode of the camera, or the network to which the camera is connected. Check if the suggestions below can help:

• Test the camera on other phones and computers to see if the issue is related to only a specific phone/computer.
• Please check whether the phone/computer has opened the firewall and VPN. Make sure to disable the firewall and VPN while accessing the camera.
• Switch to 'Clear' or 'Fluent' stream modes: 
• Connect the phone/computer to other Wi-Fi networks and see if the issue is only related to the cellular data/a certain Wi-Fi network.

2. Make sure the router can access the internet.

Please double-check your router settings by following the steps below:

• Temporarily turn off any anti-virus software, firewall, or VPN running on your router, as it might interfere with the connection to your Zosi cameras.
• Please turn on  Upnp of  your router (If you are not sure how to check these settings, contact router support for assistance.)

4. Reboot the camera and router.

Please reboot the Zosi camera and the router to see if it helps. If the camera is connected to a Zosi NVR, please reboot the NVR. It will be better if you could reset them. 

5. Update the camera /nvr to the latest firmware.

Check and upgrade the Zosi camera  to the latest firmware version. If the camera is connected to a Zosi NVR, please also upgrade the firmware for the NVR: (please provide our your firmware of the nvr and cameras,and a striker of the nvr and cameras ,contact  our zosi team)

6. Connect the camera to a different network.

When a camera can only be accessed via the internal network and not externally, this typically indicates an issue with the network to which the camera is connected. We recommend connecting the camera to a different network for further testing. For Wi-Fi cameras, you can connect them to a different Wi-Fi network or a mobile hotspot. For PoE cameras, try connecting them to another router. This will help identify and resolve the connectivity issue.

7. Contact Zosi Support Team

If multiple cameras are in use and only one has issues, or if a camera stops working after some time, it’s recommended to reset the camera and reconfigure it. Follow the troubleshooting steps mentioned above. If the problem persists, please contact zosi support  as soon as possible, providing your troubleshooting results and order invoice. This will help us quickly identify the issue with your camera and assist with any necessary after-sales service.