Troubleshooting Your Eufy Indoor Camera

Indoor Camera Reports 'Failed to Connect' While Pairing 

While pairing the indoor camera, if the camera reports “failed to connect,” please check the following:  

1. Verify the Wi-Fi name and password you’ve entered is correct.  
2. Verify that you can access that network from your phone and can access the internet from that network.  
3. Verify the network you have connected to is a 2.4GHz Network (the camera is incompatible to connect to a 5GHz network Wi-Fi).
   • If you are unsure if you are connected to a 2.4GHz or 5GHz network, you can identify that with a computer and a quick internet search, or reach out to your Router’s Customer Support for assistance.  
4. Take note of any specific special characters in your password. Some of the more common special characters such as “!,#,$” are accepted but lesser-used characters such as “*,^,}” may not work. We also recommend having a password longer than 8 alpha-numeric characters for your Wi-Fi password. 
5. Check that you are within a reasonable range of the router while attempting to pair. We recommend for setup to have the camera in the same room as the router, and then relocating the camera once the pairing has been completed. 
6. Verify you are not on a VPN or an unsecured public network that is not password protected.  
7. Verify you have removed the camera from the Eufy Security app and that the camera has been reset before pairing. 

If the camera fails after resetting and the network configuration is set up properly, please reach out to our support team for further assistance.  

 

Camera Won’t Scan the Generated QR Code on Your Phone 

If you have attempted to pair the indoor camera, and the camera will not scan the QR code on your phone, please check the following:  

• Verify your screen is properly cleaned. 
• Bring the brightness up on your phone to the maximum brightness.  
• Clean the lens of the camera with a microfiber cloth.
• Verify the camera is receiving power (the LED on the camera is on).
• While attempting to scan, ensure you have a camera anywhere from 4-12” away from the phone. 
• If possible, try the pairing process on another phone.  
• If possible, try the pairing process with another camera.  

If you have checked the above and the camera continues to not scan the QR code, please reach out to our support for further assistance.  

 

 Camera Won't Power On

If your camera is not powering on, please check the following:  

1. Verify the camera is plugged in and has power from the outlet it is plugged into. 
2. Try a different micro-USB cable and different power brick.  
3. Double-check other devices can be powered on from the micro USB cable and power brick.  

If you’ve checked the power cable and brick and outlet it’s connected to, please reach out to our support for further assistance. 

 

Camera Offline 

If your camera is currently reporting as offline, please check the following:  

1. Verify the camera is plugged in and is receiving power.
2. Verify the camera is within range of your Wi-Fi router and/or bring the camera closer to the router.
   • Different routers can broadcast their Wi-Fi signal at different distances. Please contact your Internet Service Provider or Router Manufacturer’s Customer Service to get exact details for  your home setup and make sure your indoor camera is within the range they recommended
3. Verify the camera’s LED status.
4. If the LED Status Light is turned on in the camera settings. 
5. Verify your phone has network reception (either mobile data or Wi-Fi) and is online.
6. Unplug and plug the camera back in. Allow a few minutes and attempt to view the camera again.

If you’ve checked the above and the camera is still offline, or the issue persists, please reach out to our support team for further assistance.  

 

Camera is Not Picking up Motion or Saving Motion Clips 

If your camera is not capturing any "motion-detected" events, please check the following:  

1. Verify that motion detection has been turned on on the camera. 
2. Allow up to an hour to have all videos properly rendered on the app. 
3. Increase the sensitivity.
4. Set the motion detection type from “People” to “All Motion.” 
5. Verify the camera has a microSD card inserted into the camera.  

If you have checked the above and the camera continues not to record events, please contact our support team for more help.  

 

Indoor Camera FAQ’s 

What do I do if my camera arrived damaged?

• Please reach out to our support team for further assistance.  

Can I use this camera outdoors? 

• No, this camera is neither weather nor waterproof and will void the warranty if damaged due to exposure to the elements.  

Does the camera have a backup battery?

• The Eufy Indoor Camera can only be powered through a micro USB cable.  

How do I insert a microSD card into the camera?

• Power down the camera. Push the camera's lens up to expose the microSD card slot.
• Check the alignment and insert the SD card until it clicks.
• To remove the SD card, power down and press in the slot until it clicks again to release.  

Can I mount this camera on a ceiling?

• Yes, with the included mount, you can attach it to any wall or ceiling (close enough to an outlet for power).  

Will the camera’s motion detection cause the alarm system to trigger an alarm? 

• No. The camera’s motion detection only causes the camera to capture footage and clips to save on the camera’s microSD card and report to you on the application of footage being captured.  

Will the camera record in the event of an alarm?  

• No. The camera operates independently of the alarm system, however, if it captures motion while the alarm is being triggered, it will record that footage for as long as the motion is in its line of sight.  

Does the camera support continuous video?  

• No. To save on storage for the SD card, the recordings are based on motion and will record for as long as motion is detected (up to about 120 seconds) before a new recording starts.

Do you have any recommended SD cards? 

• The indoor camera does not come with a microSD card. If you wish to save recordings, insert a microSD card into the slot opening of the camera. If you are interested in purchasing a microSD card for the camera, please see these recommendations that we’ve tested:
  • Sandisk 32GB
  • Sandisk 16GB
  • Samsung 64GB

Why can't I see some features that I saw on the Eufy Security App? 

• Primary Features such as viewing live footage, recording clips, and 2-way audio and manual recording are included, but there are a couple of ancillary features that have not made their way onto our current build (such as the built-in siren for certain cameras or scheduling). There are no promises such features will be added, but if this is something you would like to see incorporated, please submit feedback through our portal or contact our support team with your suggestion.   

 

Indoor Camera Technical Specifications 

• Image Quality: Resolution 2K 
• Infrared Night Vision: Yes (up to 25 ft) 
• Field of View: Up to 360 degrees (with pan and 
• tilt) 
• Frame Speed: 17 FPS 
• Audio: Yes, two-way communication (half-duplex) 
• Video Storage: Expandable storage up to 128G microSD card 
• Security Chipset: AES-128 
• Motion Detection: Yes (PIR) 
• Network Connection: 2.4GHz Wi-Fi 
• Operating Temperature: -4°F to 122°F / -20°C to 50°C 
• Item Height: 3.74 inches 
• Item Weight: 0.4 pounds