Troubleshooting camera appearing as Offline or difficulty connecting to Liveview – Luna Home

If you're unable to open Live View, view video on the Luna AI app, or encounter a Device Offline message, the issue may be related to data transfer between your device and the app. Follow these steps to troubleshoot the problem effectively.

Things to Check

1. Check for Unintended Privacy Mode

Privacy Mode might block live view of your camera. To review or modify them, open the App and tap on the camera tile which has Privacy Mode turned ON.

2. Check Your Mobile Device’s Wi-Fi Connection

Verify that your mobile device is connected to a strong Wi-Fi signal. Weak connectivity can cause issues.

3. Check the Signal Strength at location of Luna Device

Connect your phone to the same WiFi network as the camera.
Perform a speedtest at the location of the router, click on https://www.speedtest.net/ to perform a speed test.
The result should at least be 10 Mbps download speed.

Things to Try

1. Update the Luna AI App and Mobile Device Software

Ensure you’re using the latest version of the Luna AI app and that your mobile device's operating system is up to date.

2. Reboot Your Luna Device

Restarting your Luna camera can resolve many performance-related issues. Reboot it disconnecting from power, waiting for 30 seconds and connecting to power again,

3. Optimize Your Wi-Fi Setup

Move your router: Place your router in an open space, away from obstructions like walls, large furniture, or electronic devices that may cause interference.
Reposition your Luna device: If possible, bring the Luna device and the router closer to each other to improve signal strength.

4. Address Poor Signal Strength

Poor signal strength can be caused by:

Distance between your router and the Luna device.
Home layout or materials like stucco, brick, or glass.
Interference from TVs, game consoles, or similar devices.

Solutions:

Relocate your router to a central location in your home.
Minimize obstructions and interference near your router and Luna device.
Use and WiFi extender and re-pair the Luna camera to the new WiFi.

If you’ve tried these steps and are still experiencing issues, contact our support team at lunasupport@lunahome.com for additional assistance. We're here to help!