Hi, y’all,

The image freezes when viewing the camera remotely via Zosi Smart APP, which is one of the most frequently asked questions we receive. This often happens when the user's device is connected to home WiFi, but logs into the mobile app using a different network.

To address this issue, we provide users with the following three steps for troubleshooting:

Step 1: Troubleshoot the Network.

Please check if the same problem occurs when you connect the NVR to the router network, being in the LAN;

You can test if the network of the NVR is working according to the knowledge in this help article below:

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

Please test if all cameras can work properly on the monitor with a wired connection, and if so, whether they are currently receiving WiFi signals at a rate of 3 bars or more; 

Please install AVSS PC program and observe if it can load pictures and videos normally.

AVSS download address:

https://ansjerfilemanager.s3.amazonaws.com/AVSS.1.7.5.3.exe

Step 2: Try both the Fluent and Clear Modes.

If you could preview the camera via Avss Client smoothly, and the network is great on the system, then please connect your phone to another network to confirm whether it’s the network issue of the phone.

If you are still unable to preview the camera in fluent mode, we recommend rebooting all your devices, including your router, NVR and phone, and uninstalling and reinstalling the app.

Also, if available, please try to log in your Zosi account with another phone to test.

Step 3: Confirm the Internet Speed.

Please test your home network via the link below and share the image with our after-sales service team at service@zositech.com:

https://www.speedtest.net

Note*: The upload bandwidth speed of your network will greatly affect the smoothness of remote viewing, non-4K systems require an internet speed greater than 4M/S, while 4K devices require 6M/S or more.

Please let me know if you have any questions!

#Zosi-SecurityMakeEasy

Know more via Zosi Website: https://www.zositech.com/