Check Data Usage
- My Data: Tap on “My Data” to check the status of your SIM card. If it indicates that the data package has expired or there is no remaining data, recharge the necessary data package and check again.
- External SIM Cards: If “My Data” displays “Not Supported,” use alternative methods to check the SIM card status and remaining data.
Check for Accessory Issues
- SD card: If you have a SD card, power off the camera, remove the SD card, and observe. If the camera works normally after removing the card, the issue might be with the SD card. Consider removing or replacing it.
- Power Adapter: If the adapter might be faulty, replace it with another one of the same specifications and check. If the issue resolves, the adapter may be damaged.
If the Device Still Shows Offline
After checking the above items, if the device is still offline, try resetting the device and re-adding it.
Possible Reasons for the “Device Offline” Issue
- SIM Card Issue: The SIM card is not inserted or is faulty.
- Plan Expired: The SIM card data plan has expired.
- Signal Issue: Weak 4G signal at the camera’s location.
- Battery Issue: Insufficient battery level in the camera.
- Antenna Issue: The external antenna is damaged or disconnected.
- Software Issue: Camera software is malfunctioning.
Troubleshooting Steps：
Step 1: Check Camera Status via the Yoosee App
Plan Validity:
- Open the Yoosee App ＞ Data ＞ Check if the data plan is active.
- If the plan has expired, please renew the data plan. (Note: For other SIM cards, please contact your provider directly for plan information.)
Signal Strength:
- Open the Yoosee App＞ Settings ＞ Device Information, and check the signal strength. If the signal shows “Weak” or “Poor”:
- Adjust the camera’s position to improve signal reception.
- Try inserting a different 4G SIM card to test connectivity.
Battery Check:
- Open the Yoosee App＞ Settings ＞Device Information, and monitor the battery level. If the battery is below 20%:
- Connect a 5V 1.5A Type-C power adapter to charge the camera.
Step 2: Inspect Camera Hardware
- Ensure the external antenna is securely attached and undamaged.Position the external antenna at a 90° angle to the ground.
- Toggle the power switch and see if the device powers on. Connect a 5V 1.5A Type-C power adapter and observe if the power indicator light changes.
- Confirm that the 4G SIM card is inserted properly.
- Verify that the 4G SIM card is not deformed.
- Adjust the camera’s location to improve signal strength.
If the Above Steps Improve the Situation
- Firmware Update: Monitor firmware update notifications and perform the firmware upgrade as prompted.
If Issue Persists
- Yoosee App ＞ Click on “Account” ＞ Click on the robot icon and type “Customer Service” to reach support.
- Or contact [email protected] for further assistance.