Help Centre / CCTV Help
CCTV Not Showing on Phone?
If your CCTV cameras are not showing on your phone, the issue is often related to broadband, Wi-Fi, mobile data, the CCTV app, the recorder, or the connection between the recorder and the internet.
Short answer
If your CCTV is not showing on your phone, it does not always mean the cameras have stopped working. The system may still be recording locally, but the phone app cannot reach the recorder remotely.
Common causes include broadband problems, a router change, weak Wi-Fi, mobile data issues, the app being logged out, a recorder that has gone offline, power problems, or old remote viewing settings that no longer work correctly.
If you cannot restore the connection, Sanders Secure can help with CCTV fault finding, repairs and maintenance across Plymouth and the surrounding area.
First, check whether the CCTV is still working on site
There is an important difference between the CCTV system not working and the phone app not connecting.
If the cameras still show on the monitor connected to the recorder, the system may still be working locally. The issue is then more likely to be the remote viewing connection, app, broadband, router or network.
If the cameras are also missing from the local monitor, then the issue may be with the recorder, power supply, cabling, camera connection, hard drive or camera equipment itself.
Common reasons CCTV stops showing on a phone
The exact cause depends on the system, app, recorder and internet connection. These are some of the most common issues we see.
Broadband or router issue
If the broadband is down, the router has been restarted, or the recorder has lost its network connection, the phone app may not be able to connect from outside the property.
The router has been changed
A new router can change network settings. Older CCTV systems that rely on port forwarding, DDNS or fixed network settings may stop working remotely after a router replacement.
The recorder has gone offline
The DVR or NVR may have lost its network connection, power, or link to the router. If the recorder is offline, the app will usually show connection failed, offline or no video.
Phone app issue
The app may need to be refreshed, logged back in, updated, or given the correct permissions. Sometimes the issue is only with one phone rather than the CCTV system itself.
Mobile data or Wi-Fi problem
The phone may not have a good connection. A weak mobile signal, poor Wi-Fi, VPN, private browsing or security app can stop the CCTV app loading properly.
Old remote viewing setup
Older systems may have been set up using manual network settings. These can be affected by broadband changes, router resets, dynamic IP changes or service changes by the internet provider.
Does this mean the CCTV has stopped recording?
Not always. If the recorder is still powered and the cameras are still connected, the system may continue recording even though the phone app cannot connect.
However, you should not assume it is recording properly without checking. A recorder can also have a hard drive fault, camera loss, date and time issue, network problem or other fault that affects recording or playback.
If the footage is important, check playback directly at the recorder or arrange a proper CCTV check.
What you can safely check yourself
Before calling an engineer, there are a few safe checks you can make without changing the CCTV settings.
- Check whether your phone has working internet access.
- Try the CCTV app on Wi-Fi and then on mobile data.
- Check whether other phones can still view the CCTV.
- Close and reopen the CCTV app.
- Check whether the app has logged you out.
- Check whether the broadband is working at the property.
- Check whether the CCTV recorder is powered on.
- Check whether cameras still show on the local monitor.
- Check whether the router has recently been changed or reset.
- Make a note of any error message shown in the app.
Tip: A screenshot of the app error message can be useful. It helps show whether the problem is login-related, network-related, recorder-related or camera-related.
What not to change without knowing the system
It can be tempting to start changing network settings, but this can make the problem harder to fix, especially on older systems.
- Do not delete the CCTV system from the app unless you have the details to add it again.
- Do not reset the recorder without understanding the setup.
- Do not factory reset the router or recorder.
- Do not change port forwarding settings unless you know what they do.
- Do not unplug network cables without noting where they go.
- Do not change recorder network settings randomly.
- Do not assume the system is recording until playback has been checked.
- Do not ignore a hard drive, camera loss or recorder warning.
If the system was set up using manual network settings, changing router or recorder settings without notes can make remote viewing more difficult to restore.
When to call a CCTV engineer
You should arrange a visit if the app will not reconnect, the recorder has gone offline, cameras are missing locally, playback cannot be checked, the router has been changed, or you are unsure whether the system is still recording.
It is also worth booking a check if the CCTV system has not been maintained for a while, especially for commercial premises, rental properties, yards, communal spaces or sites where recorded footage may be important.
App will not reconnect
If the app keeps showing offline or connection failed, the recorder and network connection should be checked.
Cameras missing locally
If cameras are not showing on the recorder either, the fault may be with cameras, cabling, power or the recorder.
Recording needs checking
If footage matters, playback, hard drive health, time settings and camera recording should be checked properly.
Sanders Secure provides CCTV repairs, maintenance and fault finding, as well as CCTV system installation and upgrades for homes and businesses in Plymouth, South Devon and Cornwall.
How Sanders Secure can help
When we attend a CCTV system that is not showing on a phone, we look at the full chain, not just the app.
- Checking whether the recorder is online.
- Checking the broadband and local network connection.
- Checking app access and remote viewing setup.
- Checking whether cameras are visible locally.
- Checking whether the system is still recording.
- Checking recorder faults, hard drive warnings and time settings.
- Helping after router changes where practical.
- Advising whether the system needs repair or upgrade.
- Explaining older remote viewing setups clearly.
- Testing the system after changes have been made.
If the CCTV system is older, unreliable or difficult to support remotely, we will explain the options. Sometimes a repair is enough. In other cases, an upgrade may be more sensible long term.
Related help and services
If your CCTV is not showing on your phone, these pages may also be useful.
CCTV repairs and maintenance
For app issues, recorder faults, camera loss, hard drive warnings and remote viewing problems.
CCTV systems
For new CCTV systems, upgrades and modern app-controlled viewing options.
Commercial security systems
For commercial CCTV, alarms, access control, fire alarms and ongoing maintenance.
Help Centre
Return to the main Help Centre for support guides and useful information.
Frequently asked questions
These are some of the common questions we are asked when CCTV stops showing on a phone.
Need help with CCTV not showing on your phone?
If your CCTV app has stopped working, cameras are offline, playback is not clear or you are unsure whether the system is still recording, contact Sanders Secure for practical CCTV support.
