Check whether the recorder still works locally
A phone showing offline does not necessarily mean recording has stopped. Check local live view and playback on the recorder. If those also fail, start with NVR recording checks or camera connection checks.
Compare WiFi and mobile data
Try the app on your own trusted WiFi, then on mobile data. A connection that works only on the local network suggests a remote access issue. Confirm the phone and property internet connection work normally. Note any exact error message and whether all authorised users are affected.
Review recent changes
A replacement router can change addressing, gateway or DNS settings. An expired sharing invitation or account change can remove access for one person. Check the recorder's network and platform-access status using the manufacturer's documentation for that model. Do not delete the device from the app until account ownership and the method for adding it again are understood.
Use supported access methods
Update the official app from its normal app store and check the manufacturer's service status or support notices. Verify the account through the manufacturer's recovery process if necessary. Do not share credentials, disable authentication or expose recorder ports just to make the connection work. Unsupported legacy services may require a planned system upgrade.
Confirm live view and playback
Once reconnected, test both functions over mobile data and check each authorised user's access. Working live view alone does not confirm recording. Tell us the app name, recorder model, router changes and which tests succeeded if you need help.
Still having problems?
Sentinel5 can inspect the system. Book CCTV Fault Support or read about our CCTV repair service. Include the model and symptoms, but never passwords or private footage.
Further Reading
Reolink remote connectivity checks. Manufacturer instructions are model-specific; check applicability before changing settings.