You may come across some barriers when you play the live video using the eufySecurity app due to network settings or voltage requirements. Please try the following tips to see if it helps.

App Settings

1. Check if you can view historical videos.

2. Press the Retry button to refresh the live feed.

3. Log out from the account and log in again to see if you can view the live feed.

Voltage Requirements

1. If the above troubleshooting tips failed, please make sure your transformer can provide 16-24VAC, 30VA or above voltage. Learn more about How to Tell if Your Current Doorbell System Will Work With eufy Wired Doorbell.

Please upgrade the transformer if the transformer does not meet the requirements. Learn more about How to Upgrade Doorbell Transformer.

2. Use a multimeter to find out how much voltage the wires behind the doorbell provide. 

You can also perform a device diagnosis in the app to ensure voltage is enough: Slide the side menu > Service > Face Management > Device Diagnosis. If voltage is low, the doorbell cannot function properly. 

Router Settings

1. Check if your router has some access control and firewall settings.

If yes, please turn it off.

2. Check the distance between the router and the doorbell (max. 30ft). Try to move the router closer to the doorbell to test how it works.

Phone’s Settings

1. Check if you can play live video when you use the phone’s cellular data. 

• If you can't view live streaming or change settings at a certain place or a certain time, it might be related to the instability of the 4G/5G network.
• If you can't watch live streaming or change settings at different places and time, it might be related to the network settings of your smartphone. 

2. Check if you have enabled VPN on the phone.

If yes, please turn it off.

3. Check if you can play live video when logging in the account on another phone. 
 

If you can play live video on a different phone, the problem comes from your phone’s network settings. If so, you could try to reset your phone’s network settings.

To reset the phone’s network settings, please know the reset will remove all information about the network on your phone and clear all restrictions. After resetting the network settings on your phone, please restart your phone. Please refer to the following steps to reset the network on Android and iOS phones.

iOS Phones: Setting > General > Reset > Reset network setting

Android Phones: Considering there are several brands of Android phones, it may include the following different menus to reset the phone’s network:
--- Setting > System > Backup & Reset > Reset network setting
--- Setting > Advanced setting > Backup & Reset
--- Setting > Wifi > Advanced setting > Reset network setting
--- Disable data saver: Settings > Connections > Data usage

4. Make sure the Low Data Mode is turned off on your SmartPhone: How to Turn Off Low Data Mode or Data Saver: iPhone & Android
 

If you still can’t watch live view on your phone, please feel free to contact us by providing the troubleshooting results and we will help you as soon as we can.