Troubleshooting Lorex devices
Lorex Cloud: Troubleshooting for migrated devices
Troubleshooting Lorex devices Users who recently migrated from the Lorex Secure / FLIR Secure app to Lorex Cloud may experience minor performance issues, which are easily resolved. See below for solutions to common issues faced by new Lorex Cloud users:
App takes too long to connect / does not connect to cameras
If the Lorex Cloud app is not connecting to your cameras, it may be due to a pending firmware update on your recorder. If a newer firmware version is available, download and install the new firmware.
IMPORTANT: Do not power down or unplug the unit during the firmware upgrade process.
If no newer firmware version is available, please reboot your recorder and wait approximately 10 minutes before attempting to connect with Lorex Cloud again.
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Cannot find video enhance feature
Users of Lorex Secure and FLIR Secure will be accustomed to switching between standard definition (SD) and high definition (HD) video using the Enhance button on the live viewing screen.
Lorex Cloud has an equivalent feature on the live viewing screen.
To change video quality in Lorex Cloud:
- Tap to select the channel you want to change video quality for, or double-tap to open in single-channel view.
- Swipe along the bottom panel of the live view to reveal the Video Quality button.
- Tap to switch between HD and SD video quality. You can also change the resolution, frame rate, and bit rate for each option by tapping the edit (
) icon.
Lorex Cirrus: Troubleshooting for migrated devices
Users who recently migrated from the Lorex Secure / FLIR Secure app to Lorex Cirrus may experience minor performance issues, which are easily resolved. See below for solutions to common issues faced by new Lorex Cirrus users:
App takes too long to connect / does not connect to cameras
If the Lorex Cirrus app is not connecting to your cameras, it may be due to a pending firmware update on your recorder:
- If a newer firmware version is available: Download and install the new firmware. Do not power down or unplug the unit during the firmware upgrade process.
- If no newer firmware version is available: Please reboot your recorder and wait approximately 10 minutes before attempting to connect with Lorex Cirrus again.
- If installing new firmware does not resolve the issue and you are using an Android device: Please see the instructions below for clearing the app’s data.
To clear Lorex Cirrus data on Android:
- Tap the menu (
) icon, then tap Devices. - Tap the device that is experiencing the issue to view device information. Record your Device ID, Client Port, and Password.
NOTE: You can view the password by tapping the reveal (
) icon.
- Navigate to your Android device settings, then tap Apps.
- Tap Lorex Cirrus in your list of apps.
- Tap Storage, then tap Clear Data.
- Uninstall the Lorex Cirrus app, then re-install the latest version on the Google Play Store.
- Launch the Lorex Cirrus app. Tap the menu () icon, then tap Devices.
- Tap Add in the upper-right corner.
- Enter the device information you entered in step 2 to re-add your device to the app.
“Reconnecting” message
If you are getting a “Reconnecting” message, the solution is to re-add your device(s) to the Lorex Cirrus app.
To re-add devices to the Lorex Cirrus app:
- Tap the menu () icon, then tap Devices.
- Tap the device that is experiencing the issue to view device information. Record your Device ID, Client Port, and Password.
NOTE: You can view the password by tapping the reveal () icon.
- Return to the Devices screen. Swipe left on the device name, then tap Delete to remove the device from your app.
- Tap Add in the upper-right corner.
- Enter the device information you entered in step 2 to re-add your device to the app.
Lorex Smart Home Security Center – Troubleshooting
The camera/doorbell on the LSHSC is offline, but the LED indicator on the camera/doorbell is solid green or blue.
- Go to Home Screen, then tap Device Management.
- Identify the device that is offline on the LSHSC, then next to the device’s thumbnail tap More (…), then tap Remove Device to disconnect the device from the LSHSC.
- On the disconnected device, press the reset button for 10 seconds to perform a hard reset on the unit. You will hear an audible chime once reset is successful.
- Connect the device again to the LSHSC.
How do I reset the LSHSC?
Option A
- Go to Home Screen > Device Settings > Restore to Factory Settings.
- Tap Restore to Factory Settings to proceed.
- Tap Yes to start the reset.
Note: After the reset, you will hear an audible chime. Set up the Lorex Home Center as a new device.
Option B
- At the back of the device, press the Reset button for 5 seconds.
- Tap Restore to Factory Settings to proceed.
- Tap Yes to start the reset.
Note: After the reset, you will hear an audible chime. Set up the Lorex Smart Home Security Center as a new device.
LNWDB1 – Troubleshooting
The following are some of the most common issues and troubleshooting tips for the Lorex doorbell.
Doorbell is not turning on because of low voltage.
After restoring power, please wait for up to five minutes for the device to power up its capacitors before the doorbell is ready. When it is, it will emit the start-up chime, and light up.
Try using a spare a micro USB cable to power the doorbell via the micro USB port at the back (the port is hidden under a black rubber sticker above the doorbell contacts) to ensure the doorbell powers up, and can connect to Wi-Fi. Take note that you will have to remove the doorbell from its mount to do this process.
Ensure your doorbell wiring provides the minimum required voltage. Some houses do not provide the minimum required 16-24 VAC, so please consult a licensed electrician if you do not know how or do not want to do this.
If you do not have a 16-24 VAC transformer, we recommend that you purchase one at your local hardware store and get the services of a licensed electrician to install the transformer.
What happens when the doorbell receives too low voltage?
- Doorbell hotspot will not work.
- The reset button will not work.
- It will show the blue LED as solid then will keep flashing while it cycles — watch it here.
What happens when the doorbell receives the proper amount of voltage?
- You will hear a sound.
- You will see a pulsing blue light and running light on the LED ready to connect — watch it here.
Chime does ring or it sounds abnormal.
When the doorbell button is pressed the chime is holding the ding sound, check the chime cabling or it may be pushing on some wires or connector and interfering with the moving parts. Check the Chime Setting options on the Lorex Home app as well.
I hear an echo when I use 2-way talk (iPhones Only)
Users experiencing an echo or other audio issues, should upgrade their iPhone firmware to iOS 16.1 or later.
Doorbell is not connecting to your Wi-Fi network.
Check that the Wi-Fi network you are trying to connect to is on 2.4GHz. The doorbell only works with 2.4GHz. It does not work with 5GHz networks.
The doorbell is not connecting to the Lorex Home app during setup.
Please make sure you are using 2.4GHz network or that the doorbell is not too far away from the router.
If it is the case, you may have to purchase a network range extender.
The Wi-Fi connection is weak.
If you’re getting lots of camera offline notifications, this usually means your camera doesn’t have a consistent Wi-Fi connection. It’s likely disconnecting, then reconnecting.
We highly recommend getting a network range extender to boot your doorbell coverage.
I am getting too many Push Notifications.
Please check if the notification is on in both the app and phone settings.
The doorbell is picking up too much motion.
If the doorbell is picking up more motion, you can adjust the Motion Sensitivity on the Lorex Home app.
The doorbell is picking up motion more than the front door.
If your doorbell is picking up more than the front door, you can adjust the distance of the PIR detection on the Lorex Home app.
The doorbell is offline and does not appear to reconnect.
- Check if your doorbell is receiving power.
- Check the LED indicator. If it is flashing blue, then the unit failed to connect to the network. If it is, go to the Lorex Home app and reconnect the doorbell to your network.
- Restart your doorbell.
- Restart your router.
- Factory reset your doorbell.
There’s a delay or lag in the video and people can’t hear you speaking through the camera.
If you’re using a cellular connection try moving to an area with a better reception, or connect to your Wi-Fi network. If your Wi-Fi signal is also weak, go to an area where the signal is stronger.
Your camera’s Wi-Fi connection may be weak in the spot where your doorbell is mounted. Try moving your router closer to your camera or install a network range extender near your doorbell.
How to restart or factory reset your doorbell?
- To restart or factory reset your doorbell, remove it from the mount and locate the reset button at the back of the device.
- Press the reset button until you hear the chime reset sound.
- Set up your doorbell as a new devic on the Lorex Home app.
What is the minimum recommended upload speeds for remote video streaming?
We recommend 3.5 Mbps or higher.
Can you replace the 16 GB micro SD card with a larger card?
Yes.
You can upgrade your storage up to 64 GB.
The doorbell is not detecting or not recognizing the SD card.
- Please format the SD card into FAT32 on your computer, and then insert the SD card into the camera to see if it works.
- The card had not been properly inserted into the camera. Take out the SD card and insert it again to see if it works.
- The SD card is defective. Please test the SD card on your computer and see whether the SD card can be read and written. If it doesn’t, please use another SD card to see if it works.
If you don’t already have an existing doorbell.
You will need to buy a power supply and a chime box.
Incompatibility with specific chime box, or doorbell is repeatedly ringing.
You may have forgotten to link the chime, install the chime box, or may have selected the wrong chime box type.
Please take note that mechanical chimes have moving components, and a classical “ding dong” sound as you hold, and then release the doorbell (so that when you press, the doorbell will produce a classic “ding” sound and when you release it, the doorbell will produce a classic “dong” sound).
Electronic chimes do not have moving components, and can use other sounds.
Hotspot connection issues with the mobile device or the Lorex Home app.
- Ensure location access is enabled for the app.
- Do not use a VPN.
- Double-check Android 10 because OS may block no password network.
- Try manually selecting the doorbell’s Wi-Fi hotspot in your mobile device’s settings.
If you encounter the following issues, please reset the doorbell and try to setup again.
- You can see live video but the chime is not ringing.
- You are receiving push notification but not receiving any video in live view.
Does Lorex doorbell work with WPA3 router?
At this time, the doorbell does not support connecting to a WPA3 router. If possible on the WPA3 router, you could change the encryption type to WPA2/WPA.
What are the compatible SD cards?
NOTE: The doorbell requires a Class 10 SD card.
SanDisk
- 16 GB
- 32 GB
- 64 GB
Kingston
- 16 GB
- 32 GB
- 64 GB
Toshiba
- 16 GB
- 32 GB
- 64 GB
Samsung
- 16 GB
- 32 GB
- 64 GB
Sony
- 16 GB
- 32 GB
- 64 GB
Dahua
- 16 GB
- 32 GB
- 64 GB
Lorex Fusion: Troubleshooting
My Fusion Wi-Fi camera or accessory is not appearing in the device list.
- Ensure your Fusion Wi-Fi camera or accessory and Fusion recorder are connected to the same Lorex Home app account. For instructions on connecting to the Lorex Home app, see the article Lorex Fusion: Download the Lorex Home App.
- Ensure that your Fusion Wi-Fi cameras and accessories and Fusion recorder are connected to the same network.
- Ensure that your Fusion recorder is connected to your router using the included Ethernet cable.
- Check the recorder Ethernet cable connection. Disconnect and reconnect the Ethernet cable for your system.
- There may be a Wi-Fi connection issue. Restart your Fusion recorder and search for your Wi-Fi device again.
- Ensure that you are connecting a Fusion compatible Wi-Fi camera or accessory. Only Lorex Fusion Wi-Fi cameras and accessories can connect to the Lorex Fusion recorder. For a list of compatible Fusion Wi-Fi devices, refer to the article Lorex Fusion: Frequently Asked Questions.
My Fusion Wi-Fi camera or accessory is not connecting to my Fusion recorder.
- Give your Fusion Wi-Fi camera or accessory a few minutes to establish a connection.
- Check to see if your Fusion recorder has the most up-to-date firmware. New Local UI: Login to your recorder and navigate to System > Update & Reset > Upgrade, then click Check for Updates.
Previous Local UI: Login to your recorder and navigate to Main Menu > Information > Update/Reset > Update, then click Check for Updates. For instructions on updating your recorder’s firmware through USB, see the article How to manually upgrade the firmware of your recorder. - Ensure that your Fusion Wi-Fi cameras and accessories and your Fusion recorder are powered on.
- The same password created for your Fusion Wi-Fi camera or accessory in the Lorex Home app must be entered in your Fusion recorder. If you have forgotten the password, then reset your Fusion Wi-Fi camera or accessory and connect it to the app again.
- (Applies to the previous local UI only) If your password for your Fusion Wi-Fi camera or accessory is entered incorrectly in your Fusion recorder, then your Wi-Fi device will lock itself. Reset your Fusion Wi-Fi camera or accessory and connect it to the app again.
- Ensure that you are entering the password for your Fusion Wi-Fi camera or accessory created in the Lorex Home app, and not the Lorex Home app account password. Those are two separate passwords.
- Ensure that your Fusion Wi-Fi camera or accessory is connected to a dual-band router (2.4 GHz/5 GHz bands).
- Ensure that you are connecting the Fusion Wi-Fi camera or accessory to an available Fusion Wi-Fi channel, and not a Wi-Fi channel that already has a Wi-Fi device connected to it.
I don’t know the password for my Fusion Wi-Fi camera or accessory.
If you don’t know the password for your Fusion Wi-Fi camera or accessory, then you will need to reset the device and connect it to the Lorex Home app again.
To reset your Fusion Wi-Fi camera or accessory:
- While connected to a power source, press and hold the reset button on the device until you hear the reset chime.
- Open the Lorex Home app.
- Tap on your Wi-Fi device’s settings (•••) icon.
- Tap Remove Device.
- Connect your device to the app again.
I’m receiving duplicate notifications in the Lorex Home app.
After completing the Fusion setup, your Wi-Fi camera or accessory is connected to the Lorex Home app twice – once as a single device and then a second time as a device connected to your recorder. To avoid receiving duplicate notifications from the same camera or accessory, you will need to Turn off Alerts for your Wi-Fi device connected to your recorder. For instructions, please see the article Lorex Fusion: Adjust Settings.
2K Wire-Free System – Troubleshooting
The Hub failed to connect to the device hotspot
Ensure that Location Services are enabled for the Lorex Home app.
The camera failed to pair to the Lorex Home Hub
- Ensure that both the Lorex Home Hub and camera are in pairing mode. The Lorex Home Hub status indicator flashes blue, the 2K camera flashes green, and both devices while audibly chime when they’re in pairing mode.
- The distance between the camera and the Lorex Home Hub is too far. Make sure the camera is no more than 3ft from the hub during the set up process.
- Make sure you are only pairing one camera to the Lorex Home Hub at a time.
- Another possible solution would be to reset the camera after the pairing timer runs out. Press and hold down on the reset button until you hear the chime then try pairing again.
- Make sure that the Lorex Home Hub has been added to the Lorex Home app before pairing.
See the article Lorex Home Hub and 2K HD Smart Deterrence Camera – How to add a camera, for more information.
The camera is not appearing in the Lorex Home app
In some cases the camera may successfully pair to the Hub, but will not show in the Lorex Home app.
To see the camera:
- Tap the
icon beside the Lorex Home Hub.
- In the Device List screen, drag the screen down to refresh the screen.
If the camera is shown as offline, see the section below.
The Lorex Home Hub is offline, how can I bring it back online?
- Check the Lorex Home Hub’s status indicator. Refer to Section 3 in the quick start guide, for more details. If needed, you can download the quick start guide here: 2K HD Smart Deterrence Camera – U471AA.
- Check that the power adapter is securely connected.
- Make sure the ethernet cable is properly connected to the Lorex Home Hub and your router (wired connection only).
- Try to connect to the Internet from another device that is connected directly to your router to make sure you are getting service.
- Turn the the Lorex Home Hub OFF and ON.
- Reset the Lorex Home Hub if necessary. This will not affect recordings stored on the device. To reset the Lorex Home Hub, press and hold down the pairing / reset button until you hear the chime.
The camera is offline, how can I bring it back online?
- Check to see if the Lorex Home Hub is offline. Refer to Section 3 in the quick start guide, for more details.
- Make sure your Lorex Home Hub is connected to a Wi-Fi network. To check if your Lorex Home Hub is connected to a Wi-Fi network, tap the icon beside the Lorex Home Hub, tap the icon again at the top-right of the screen, then tap Wireless Network.
- Trigger the camera by waving your hand on front of camera lens, and make sure you that the camera status indicator is green.
- Check to see if the battery pack has run out of power by doing either of the following:
- You can check the camera’s battery by tapping the icon beside the Lorex Home Hub.
A list of the connected cameras and their battery indicator will appear:
- Remove the battery pack from the camera and plug it into the charging adapter and cable to check the battery pack’s status indicator. A solid red status indicator means the battery pack is nearly empty or is completely empty. Solid green means the battery pack is fully charged.
The camera battery life is too short
Battery life depends on several factors, such as number of events or notifications, length of the recording, camera location, ambient temperature, and settings on the camera. As a guideline, please see the below scenerios.
- Installed in busy areas (25 events/day, 10s/event), battery life is estimated at 2-3 months.
- Installed in typical areas (12 events/day, 10s/event), battery life is estimate at 3-5 months.
- Installed in quiet areas (4 events/day, 10s/event), battery life is approximately 7-9 months.
To increase battery life:
- Ensure the camera is not pointing at a high-traffic area. Position the camera so it only captures areas of interest with no high-traffic areas (e.g., a busy sidewalk or roadway) visible in the image.
- Live video is being viewed too frequently. Viewing live video often will impact battery performance.
- Disable the Warning Light from the Lorex Cirrus app Live View.
- Change the Motion Detection Settings to only Person Detection. Refer to the article 2K HD Wire-Free system – Frequently asked questions and see the section “Why didn’t a person or other object (such as a car) create a Person or Motion Event?” for more information.
- Reduce the number of Motion Detection Events by setting an Active Zone.
- Reduce the Motion Detection Sensitivity to a lower setting (1 = lowest).
- Change the performance mode of the camera to Power Saving Mode. Refer to the article 2K HD Wire-Free system – Frequently asked questions and see the section “How do I smoothen the live view video?” for more information.
- If the camera is being used in a high traffic area use an optional power adapter, consider obtaining the solar panel accessory, or adjust the angle of the camera to avoid busy area’s like roads or sidewalks.
- Check to see if the wireless connection between the camera and the Lorex Home Hub is strong. The weaker the signal, the higher the power consumption. Refer to the section “The camera signal is weak.” in this article, for more information.
- Make sure the camera is not placed near an air conditioner or an air vent.
- Cold temperatures affect the battery’s capacity to work. If your camera is outside in cold temperatures, then the battery life might be shorter.
The camera signal is weak
Move the Lorex Home Hub closer to the camera with the weak signal. Your Lorex Home Hub supports a Wi-Fi connection, so you can put the Hub anywhere in your house.
You can check the camera’s signal strength, by tapping the icon beside the Lorex Home Hub. A list of the connected cameras and their signal strength will appear: